To send messaging traffic using a U.S. toll-free number, businesses must register their number with carriers to prevent filtering and blocking. The guidelines below detail what is required for a successful verification request and how to meet carrier expectations.
1. Business Identity
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ISV or Reseller (if applicable):
If you're an Independent Software Vendor (ISV) or a reseller submitting on behalf of a brand, clearly mention your ISV name. This helps carriers understand who is facilitating the messaging. -
Business Name:
Provide the full legal name of the business requesting verification. This must match government-issued documentation and any associated branding. -
Corporate Website or Social Media URL:
Share your business’s official website. This link should help carriers verify the legitimacy of your business and your messaging use case. -
Terms and Conditions URL (Optional):
Provide this if available. While not mandatory, it can further support your application. -
Privacy Policy URL:
If submitting this URL, it should explicitly state that personal information (such as phone numbers) will not be shared with third parties for marketing purposes.
2. Business Contact Information
Include the following details for a point of contact at your organization:
- First Name and Last Name
- Business Email (recommended to use a domain-based email)
- Business Phone Number
- Business Address (Street, City, State, Zip, and Country)
3. Use Case and Messaging Overview
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Message Volume:
Estimate your expected monthly message volume. -
Use Case Category:
Clearly define your messaging use case. Common categories include Two-Factor Authentication (2FA), Customer Care, Delivery Notifications, or Marketing. -
Use Case Summary:
Describe in detail how your business plans to use messaging. This should directly tie into the services your business offers. - If your use case involves verifying more than five toll-free numbers, you must submit a business justification to support the request.
Example:
“[Brand Name] will use messaging to send order confirmations, shipping updates, and customer support notifications to users who purchase through its website.”
Note: If your toll-free number supports multiple use cases (e.g., support, promotional messages, and OTPs), each use case must be clearly described in this section.
4. Opt-In Workflow Description
You must explain how end users provide consent to receive messages. Carriers are strict about opt-in transparency. Opt-in flows must include:
- Clear express consent from the user.
- Pricing disclosure (e.g., "Standard messaging and data rates may apply").
- Message frequency details.
- Opt-out instructions (“Text STOP to unsubscribe”).
- HELP instructions (“Text HELP for assistance”).
- Checkbox for web-based forms to prevent forced opt-in.
- Screenshots of the opt-in page, if available. Avoid mockups.
If the number is used for multiple messaging categories, separate checkboxes must be provided to collect specific consent for each.
Example Web Opt-In Description:
Users can opt in to receive messages from [Brand Name] via a signup form on the homepage (https://example.com/signup). The form includes a checkbox for SMS consent, with pricing and frequency disclosures. Users can opt out anytime by replying STOP or get help by replying HELP. Screenshot of the form is included in the submission.
5. Additional Information
Use this section to provide any supporting URLs, documents, or comments that can help validate your business and its messaging purposes.
Example:
“[Brand Name] has been in business since 2010 and maintains active customer communication via https://example.com. All messaging activity is tied to user-initiated events or service-related updates.”
6. Sample Message Content
You must include sample messages that reflect the actual communication users will receive. These must:
- Include your brand name (matching the registered business).
- Be aligned with the stated use case.
Avoid sending generic or inconsistent message samples.
Good Examples:
Use Case – Two-Factor Authentication (2FA):
"Your [Brand Name] verification code is 382221. Do not share this code with anyone."
Use Case – Customer Support:
"Hi John, this is [Brand Name] support. We’ve received your inquiry and will get back to you shortly. Reply HELP for assistance or STOP to unsubscribe."
Use Case – Delivery Notifications:
"Your [Brand Name] order #12345 has shipped! Track your delivery here: https://example.com/track"
Note: If your campaign contains multiple use-cases (e.g., support + promotions), include separate examples for each.