Each toll-free verification request undergoes a thorough review process conducted by the carrier. You can learn more about this vetting process here.
In the event your request is declined, specific feedback will be provided outlining the reason for the rejection, along with the opportunity to revise and resubmit the request.
The table below outlines common rejection reasons, detailed explanations, and the recommended steps to address each issue.
If your verification was declined for a reason not listed, please contact Plivo’s support team for further guidance.
| Rejection Reason | Description | Next Steps |
| SHAFT content is not supported. |
The message content contains prohibited categories: Sex, Hate, Alcohol, Firearms, and Tobacco (SHAFT).
|
This content is not permitted on Plivo’s platform.
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| Age gate policy needs to be added. |
Your website promotes age-restricted products/services.
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Implement an age verification pop-up (age gate) on your website to restrict access for underage users.
|
| Unsupported use case and message content. |
The content includes SHAFT, lead generation, affiliate marketing, payday/education loans, third-party loan offers, or cryptocurrency.
|
This content is not permitted on Plivo’s platform.
|
| Invalid or unaccepted domain/URL. |
The domain submitted is not verifiable or the brand is not registered.
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Ensure the business is registered as a brand and the submitted URL is correct and accessible.
|
| Business information could not be validated. |
The information provided (business name, address, website) is insufficient or unverifiable.
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Submit accurate, verifiable business details including full legal name, website, and physical address. These must match your public or government records.
|
| Opt-in information failed validation. |
One or more issues found in your opt-in process (web, paper, or keyword-based).
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Review and correct the opt-in workflow: include express consent, pricing/frequency disclosures, opt-out instructions, and links to T&C and privacy policy. Re-submit with screenshots or documentation. Refer to our opt-in examples for guidance.
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| Only one toll-free number should be submitted per business. |
Multiple toll-free numbers were submitted for a single brand.
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Limit the request to one toll-free number per brand. If more are needed, contact support with a valid business justification.
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| The requested update timed out. |
The request was not completed within 7 days.
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Submit a new request with the required details within the timeline.
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