Historically, toll-free numbers could be obtained for free and without any need for registration. However, to combat spam and misuse, US carriers have now mandated that all new toll-free numbers must be officially registered before they can be activated for incoming calls. Additionally, carriers have set a deadline of September 30, 2022, for the registration of all existing toll-free numbers. Post this date, SMS messages from any toll-free numbers that remain unregistered will be blocked by the carriers.
Key Points on Toll-Free Number Registration:
Registration of Toll-Free Numbers is now essential to align them with the 10 DLC channels. This process involves a thorough review of all services, the brand sending the messages, and the type of traffic, ensuring everything is well-documented and authenticated.
The messaging industry is updating the allowed message volumes for Toll-Free numbers categorized as Restricted (previously known as "unverified") and Pending (submitted for verification). Alongside these new volume limits, there will be an increase in message filtering for both Restricted and Pending categories. If your Toll-Free numbers are already verified, no additional action is required.
Starting April 1, 2023, Twilio will enforce the following limits on messages sent via Restricted and Pending Toll-Free numbers:
- Restricted:
- Daily limit: 500 messages
- Weekly limit: 1,000 messages
- Monthly limit: 2,000 messages
- Pending:
- Daily limit: 2,000 messages
- Weekly limit: 6,000 messages
- Monthly limit: 10,000 messages
Registration remains mandatory for all Toll-Free numbers used for messaging to Canada.
Soon, completing the verification process will be a prerequisite for sending messages to a Toll-Free number. The exact date for this requirement will be announced shortly, but it's advisable to start preparing for this change in your onboarding procedures.
From April 1, 2023, messages sent through Unverified Toll-Free numbers will be subject to the above-mentioned limits. Messages exceeding these limits will be blocked and flagged with a 30032 error code. Employing multiple Toll-Free numbers to circumvent these limits (known as snowshoeing) is prohibited and will result in the same blocking and error code.
Why is this happening?
How to buy toll-free numbers?
What Actions Are Required?
If you possess unverified Toll-Free numbers that exceed the newly established messaging limits, it's crucial to submit these numbers for verification. In cases where you manage a substantial number of numbers, prioritize the verification of those with the highest message volume.
To begin the process, follow these steps:
1. Navigate to the Toll-Free Registration page located in the Location Phone Number Tab.
2. Carefully complete the form on this page. Ensure no information is missing to avoid delays in verification.
Regarding the Opt-In Description, you must provide the URL for Opt-in. The accompanying image should clearly demonstrate how customers agree to receive messages from you. This means the consent language should be explicitly for SMS and not buried in the Privacy Policy or Terms and Conditions. You can review the opt-in requirements in the LC - Phone Messaging Policy.
This step is critical to prevent any rejections from the carrier, as they require clear proof of customer opt-in. Here are two examples of what the Opt-in should look like:
Submit the form, and a support ticket will be created.
Once submitted to the telephony channel, the verification process can take 4-6 weeks to complete. During this time, your Phone Numbers are moved to a ‘pending verification’ state that removes the messaging limits while we review your submission.
Below is the screenshot:
Due to the high demand for Toll-Free verification, some requests can take longer than the average given. We are working diligently to minimize the number of requests that are delayed. We kindly ask for your patience as we work through the many requests.
In the meantime, Toll-Free Number Registration tickets will stay closed, and we will send you an email once it's approved.
What if you don’t take action?
As of October 1, 2022, messages sent via Toll-Free numbers will be restricted to the above-mentioned messaging. If they exceed the limits, they’ll be blocked with this error code "30032". Using additional Toll-Free numbers to exceed these limits isn’t allowed and will result in the same block and error code.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article