Verify My Toll-Free Number for Messaging

Due to new messaging compliance regulations, anyone sending or receiving SMS from toll-free numbers must go through the verification process. This regulation is to protect anyone from receiving spam messages. Please note that texts cannot be sent from a toll-free number to a Canadian number. The verification process is free of charge.

Important: If your submission isn’t in pending status with the carrier by November 8, 2023, all outbound SMS will be blocked. Once your submission has been reviewed with all requirements included and submitted to the carrier, your submission will be pending and outbound SMS will be allowed. You will be informed once your submission is in pending status..

Attention: Verification is for SMS and doesn't impact voice features.

New customers porting toll-free numbers and new toll-free number orders are required to complete verification as part of setup. The verification process is free of charge.

How do I start the verification process?

You must have admin permissions.

Grasshopper has made it easy: You can now submit your toll-free number for verification through the Admin Center. Verification can take up to 4 weeks to process, so start now.

Start verification and submit your toll-free number for verification through the Admin Center. It’s not necessary to include samples of every different message you send to customers, but it is recommended that your message samples are representative of much of the messaging you plan to send. Learn more about filling out the form.
Important: If you do not fully complete the form there will be delays in processing the verification.
The carrier will also need proof of consent. Please include one of the following:
Attention: Failure to obtain express end-user consent (opt-in) or respect the end-user’s right to revoke consent (opt-out) will result in carrier rejection of your submission. Consent cannot be obtained by virtue of an existing business relationship.
- If website opt-in: Screenshots of webform where the customer adds their number and agrees to receive messaging.
- Website posting (support): Where the number is advertised and where customers find the number to text.
- If keyword or QR code opt-in: Photos or screenshots of where customers find the keyword to opt-in to messaging.
- If voice/IVR opt-in: Screenshot record of opt-in via voice in customer database or CRM. (i.e., screenshot of a check box in your CRM showing the customer opted in and the date).
- 2FA/OTP: Screenshot of the process to receive the initial text.
- Paper form (Customer/Employee): Photo or screenshot of the form.

You can check the status of your verification at the same link above where you submitted your verification. The different statuses are Unverified, Pending, Verified, and Declined.

Why do I need toll-free messaging verification?

Receiving verification helps ensure messages will be delivered from your toll-free number when sending to all major networks in the US.

What happens if I don't start verification by November 8th?

If your submission isn’t in pending status with the carrier by November 8, 2023, all outbound SMS will be blocked. Once your submission has been reviewed with all requirements included and submitted to the carrier, your submission will be pending and outbound SMS will be allowed. You will be informed once your submission is in pending status.

Ineligible use cases

High-Risk Financial Services	Payday loans Short-term, high-interest loans Auto loans Mortgage loans Student loans Gambling Sweepstakes Stock alerts Cryptocurrency
Get Rich Quick Schemes	Debt consolidation Debt reduction Credit repair programs Deceptive work from home programs Multi-level marketing
Debt Forgiveness	Work from home programs Risk investment opportunities Debt collection or consolidation
Illegal Substances/Activities	Cannabis, CBD, CBD oil Alcohol Tobacco or vape Mushrooms Kratom Ketamine Other substances, even if related to rehab Federally illegal substances
General	Phishing Fraud or scams Deceptive marketing Pornography or adult entertainment Profanity or hate speech Firearms Sharing or selling of end-user information with third-parties for marketing purposes

What is opt-in and opt-out?

Opt-in

Customers who agree to receive text messages from a business "opt-in".

Opt-in example: Customers manually opt-in by selecting a button or checking a box to agree to receive text messages from a contact form on the business website.

Opt-out

Customers who unsubscribe to text messages from a business "opt-out".

Opt-out example: Customers must have the ability to opt-out in at least two ways:

Customers who previously opted in to texting can opt-out by texting "STOP" to XXX-XXX-XXXX.
Customers must also have the option to manually opt-out by selecting a button or checking a box to not receive text messages from a contact form on the business website.

If you do not have a clear opt in/opt out option on your website, you must create one for the carriers to approve your request. Please ensure:

the language used in opt-in is clear and specific
opt-in information is present in each section of the website where you collect user information
opt-in is included on the 'contact us' section of your webpage
if you don't have a contact us page, you should create one

Common rejection reasons

Below is a list of common rejection reasons with guidance to avoid rejection.

Incomplete Call to Action (CTA)	How do end users learn that they can text this number? The CTA section should be straightforward and brief. Opt-in must be 1 to 1 and not shared with third parties. Opt-in must be explicitly stated and not implied. Example: By texting this number you are agreeing that we can text you in return. It should be easily noticeable and not hidden within the terms and conditions or other agreements.
Opt-out message	Sufficient opt-out language needs to include definitive language like "end", "stop", or "unsubscribe". Opt-out phrases must be separated by spaces. At least one sample message should demonstrate the process for opting out.
SHAFT-C content	Messages cannot contain prohibited content which includes CBD, cannabis, sex, hate, alcohol, firearms, or tobacco. The prohibited content isn't allowed on the customer's website.
Privacy policy	Businesses sending messages must have a privacy policy that is easily accessible. The privacy policy must be referenced in the campaign submission for call to action/opt-in.
Lack of a website or online presence (this can include a social media page)	During verification review, the reviewer will search for a website even if one wasn't supplied during the submission. The campaign will be rejected if prohibited content is found on the website.