How can I enable SMS and MMS through toll-free numbers?

To utilize toll-free numbers for Application-to-Person (A2P) messaging in the US and Canada, completing the toll-free number verification process is imperative. This verification process serves to identify the sender, ensure adherence to best practices in toll-free messaging, and prevent unauthorized access by malicious entities.

During the verification procedure, pertinent details about the company and reasons for employing A2P messaging on toll-free numbers must be furnished. For resellers, providing information regarding the customers on whose behalf text messages will be sent is necessary.

Commencing January 31, 2024, messages sent from unverified Toll-Free numbers will be blocked and might incur messaging fees. 


How can I submit a verification request for a toll-free number?

If you need to submit verification requests for multiple numbers, download this spreadsheet, fill out the necessary information, and create a ticket with our support team. Alternatively, you may fill out the Plivo Toll-Free Verification form or utilize Plivo's Verification API to submit a verification request.


Best Practices for Verification Submission

Below is a table with the necessary information and the preferred format to streamline verification and prevent declines

Requirement Description
Business Name A complete business name is required for verification.
Business Website/Online Presence


A website is mandatory. Alternatively, any online presence validating the business can be used. For instance, if a brand like Metalify lacks its own website but is listed in a local business directory or has a presence on Facebook, LinkedIn, Instagram, or any other social media platform, such links can be utilized to validate the business and successfully complete the verification process.


Business Contact Information 

Complete contact details including the full name, Email ID, and contact number is required.


Business Use-case

Detailed description of the business use case and how toll-free numbers will be utilized for messaging.


Opt-in Mechanism with URL/Snapshot

Complete opt-in information with supporting documentation or snapshots showing customer consent. 


Estimated Usage

Estimation of expected message volume per day/week/month.


Business Justification

Required if more than 5 toll-free numbers are used for the same business.


If verification is declined despite providing these details, kindly contact the Plivo Support Team.

The verification process may take 1-2 weeks. This process is outlined in our documentation


What if I want to change the content of a message on a verified toll-free number?

You must submit a new verification request if you wish to change the content of a message on a verified toll-free number.  This ensures that messages with revised content will not be filtered by the network.


Can I port a verified toll-free number to another carrier?

You can obtain a toll-free number from any vendor and have it verified. If you port the number to a different vendor, you must submit a new request for verification.

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