Verify your toll-free number and send messages

The messaging industry has introduced changes aimed at enhancing sender visibility. Carriers now require toll-free numbers to be verified in order to route messages through their networks. Starting November 8, 2023, carriers are blocking all message traffic sent from unverified toll-free numbers.

The toll-free verification process is free of charge and typically takes 5–10 business days to complete. You can begin the verification process by submitting an application here.

To help streamline the approval of your application, we recommend being concise when providing opt-in information and, if possible, verifying a single toll-free number.

Use a single number to send messages

We recommend verifying and using a single toll-free number for sending messages. This helps prevent delays in the verification timeline, maintain sender consistency, improve brand visibility, and enhance the customer experience.

If your organization needs to verify multiple toll-free numbers (e.g., for different locations or franchises), between two to five, then you will need to justify the use case for each number. Otherwise, please reach out to support@telzio.com to learn more about the bulk toll-free verification process.

Explain the procedure to opt-in

A critical requirement for verification is demonstrating that your customers provide clear consent (also known as "opt-in") to receive messages from your toll-free number.

There are multiple ways to collect opt-in, including via a web form, text message, point-of-sale system, QR code, IVR, and more. Regardless of the method, your verification application must include:

1. A detailed description outlining the step-by-step process a customer takes to opt in.

2. A disclaimer that clearly states customers are consenting to receive messages from your toll-free number.

3. A publicly accessible link to a screenshot or image of the opt-in method and disclaimer. You can use services like Google Drive, OneDrive, or Dropbox to generate a shareable link.

The toll-free messaging partners, who help the carriers verify your number(s), must be able to access the link and clearly view your opt-in method and disclosure without any obstructions. Below are examples of acceptable opt-in methods and the corresponding proof to include:

Opt-in must be optional and not required for service. You must include specific disclosure language at the time of opt-in:

• Mention your brand name.
• Describe the types of messages being sent (e.g., account notifications, marketing, delivery alerts).
• Indicate message frequency (e.g., "Message frequency varies").
• Include: “Message and data rates may apply.”
• Carriers are not liable for any delayed or undelivered messages.
• Provide HELP/support contact info.
• Include opt-out STOP instructions.
• Provide a link to your privacy policy.
• Provide a link to your terms and conditions.

Here's a template of a clear opt-in disclosure:

"Would you like to opt-in to receive text messages from [insert your brand name here]? Opt-in is optional. By opting in, you agree to receive recurring messages from [insert your brand name here] regarding [insert categories of message content here]. Message frequency varies. Message and data rates may apply. Carriers are not liable for any delayed or undelivered messages. If you need support you can call or text HELP to [insert your phone number here], visit our website at [insert your website URL here], or email [insert your email address here]. Reply STOP to any text message you receive from [insert your brand name here] to opt-out. For more information, visit our privacy policy at [insert link to your privacy policy here] or our terms and conditions at [insert link to your terms and conditions here]."

Marketing opt-in disclosure example:

"Would you like to opt-in to receive text messages from [insert your brand name here]? Opt-in is optional. By opting in, you agree to receive recurring messages from [insert your brand name here] regarding marketing and promotional content for our services. Message frequency varies. Message and data rates may apply. Carriers are not liable for any delayed or undelivered messages. If you need support you can call or text HELP to [insert your phone number here], visit our website at [insert your website URL here], or email [insert your email address here]. Reply STOP to any text message you receive from [insert your brand name here] to opt-out. For more information, visit our privacy policy at [insert link to your privacy policy here] or our terms and conditions at [insert link to your terms and conditions here]."

Mixed use cases opt-in disclosure example: "Would you like to opt-in to receive text messages from [insert your brand name here]? Opt-in is optional. By opting in, you agree to receive recurring messages from [insert your brand name here] regarding your selections below. Message frequency varies. Message and data rates may apply. Carriers are not liable for any delayed or undelivered messages. If you need support you can call or text HELP to [insert your phone number here], visit our website at [insert your website URL here], or email [insert your email address here]. Reply STOP to any text message you receive from [insert your brand name here] to opt-out. For more information, visit our privacy policy at [insert link to your privacy policy here] or our terms and conditions at [insert link to your terms and conditions here]."

Please select the types of messages you want to opt in to receive from [insert your brand name] below.

• Marketing and promotional text messages
• Account notifications and status updates
• Billing reminders and payment confirmations
• Customer care and follow-up for services provided

For mixed use cases we recommend having separate opt-in disclosures for each type.

Provide the link to your privacy policy

You must provide a link to your website's privacy policy page. You must publish your own privacy policy. You cannot reuse another brand’s policy as your own. Your privacy policy must include language that:

• Contains your brand name.
• Explains what data you collect and how it is used.
• States that the customer's opt-in data will not be shared with third parties.
• Explains how customers can opt out of future communications.

For the best approval odds, use the templates below and incorporate the verbiage into your privacy policy.

• Data collection: "Explain here the type of data you collect and how it is used. For instance, a store might use the consumers name, shipping address, and IP address for shipping or billing purposes."

• Data privacy: "Mobile information will not be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties."

• Opt-out: "If you wish to be removed from receiving future communications from [insert your brand name here], you can opt out by texting STOP."

Provide the link to your terms and conditions

You must provide a link to your website's terms and conditions page. You must publish your own terms and conditions. You cannot reuse another brand’s terms and conditions as your own.

Your messaging terms and conditions must include:

• Your brand name.
• List of the types of message content being sent.
• Message frequency disclosure.
• "Message and data rates may apply" disclosure.
• "Carriers are not liable for any delayed or undelivered messages" disclosure.
• Contact information for HELP and support.
• Opt-out instructions
• The keywords HELP and STOP displayed in bold or capitalized.
• A link or directions to your privacy policy.

For the best approval odds, use the examples below and incorporate the verbiage into your terms and conditions.

General messaging terms and conditions example:

• "Messaging terms and conditions: You agree to receive text messages regarding [list the types of message content such as appointment reminders, account notifications, etc.] from [insert your brand name here]. Message frequency varies. Message and data rates may apply. Carriers are not liable for any delayed or undelivered messages. For support, reply HELP or email us at [insert your email address here]. You can opt out at any time by replying STOP. For more information, visit [insert link to your privacy policy here]."

Marketing and mixed messaging terms and conditions example:

• "Messaging terms and conditions: You agree to receive text messages containing marketing and promotional content or informational messages regarding [list the types of message content such as appointment reminders, account notifications, etc.] from [insert your brand name here]. Message frequency varies. Message and data rates may apply. Carriers are not liable for any delayed or undelivered messages. For support, reply HELP or email us at [insert your email address here]. You can opt out at any time by replying STOP. For more information, visit [insert link to your privacy policy here]."