Verify your toll-free phone number to enable texting

Due to new messaging compliance regulations, anyone sending SMS from toll-free numbers must verify their toll-free phone number(s).

What is the new regulation?

There is a new government-mandated regulation to protect consumers (your customers) from spam texts. Businesses that wish to send SMS traffic to the U.S. from toll-free numbers must first complete a verification process.

Important: As of January 31, 2024, you won't be able to send text messages from toll-free numbers until the verification process is complete and your toll-free number has been approved.

Follow the steps below to register your toll-free phone number(s) for texting compliance. Local phone numbers are also subject to registration through a different process. Learn more here.

Who does this impact?

Who has to do this?

Verification is required for any business that wants to send text messages to the U.S. from a toll-free number.

Note: Texts cannot be sent from a toll-free number to a Canadian number.

I don't send bulk messages. Do I still need to register?

Yes, verification is required for all SMS traffic regardless of volume. During verification you will be asked to specify the amount of messages you plan to send.

What happens if I don't register?

You won't be able to send text messages from toll-free numbers until the verification process is complete and your toll-free number has been approved.

How do I verify my toll-free number?

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.

Important: If you do not fully complete the form there will be delays in processing the verification.

Start the verification process

If you are not already, sign in at https://nuui.us.grasshopper.com/TollFreeRegistration.
Select Register Number(s).
Enter the following information:
- Business Name: The name your business is operating under and sending SMS from.
- Business Registered Address: Enter your business street address, city, state, country, and zip/postal code.
- Business Contact & Business Contact Information: Enter the first name, last name, email, and phone number of the main contact for your business.
- Business Website: Enter your business website address.
- Phone Numbers: Check the box next to the phone numbers you'd like to verify.
- Category: Choose the type(s) of messages you plan to send. Select all that apply.
- Summarize the use-case: Describe how you will use texting for the number(s) you are verifying. We have provided a template response based on the categories of messaging you chose in the previous question, but you can customize the text as needed. Ensure your description includes all the message types you selected above.
- Messaging volume: Enter your estimated monthly outbound messages.
- Example Message(s): Share an example of each message type you plan to send. We have prepopulated the field based on the message category selection you made earlier in the form, but you can customize if needed. Be sure that every message example includes your business name as well as HELP and STOP instructions.
- Privacy policy and messaging terms and conditions: You must have a privacy policy that explains the data you collect from your contacts/customers, how you use it, and whether you share it with any third parties. Share a direct link to your privacy policy in this field.
  :
  - Required content for your policy
    
    A list of the data you collect from customers, and how you use it.
    
    If you share data with others for legitimate business purposes, you must disclose who you share with and why (for example, you share address info with a shipping partner to fulfill customer orders).
    
    Data sharing disclosures (see the registration form for templated text you can copy/paste into your own privacy policy).
    
    Messaging Terms and Conditions (see the registration form for templated text you can copy/paste into your own privacy policy).
- Opt-in method: You are required to get explicit permission from your contacts before sending them text messages. Choose which method you use to gather permission. You can find examples linked directly in the registration form.
- Describe your opt-in method: Describe the opt-in method you chose above. We have pre-populated a template based on the opt-in method you chose in the previous field. Be sure that your actual opt-in process (on your website or in an offline form) matches the description.
  In addition to describing your opt-in within your registration form, you must ensure that your actual opt-in process (either on your website or in an offline document, etc) discloses all the required content to your contacts so they can give informed consent. We have provided text you can copy/paste into your web page or offline documents to meet requirements. It includes:
  - Your brand (business) name
  - Types of messages that will be sent (conversational, account or delivery notifications, appointment scheduling, marketing/promotional, etc.)
  - Message frequency (x times per week or month)
  - "Message and data rates may apply"
  - How to get help ("Reply HELP for more information")
  - How to opt out ("Reply STOP to opt out")
  - A link to your privacy policy and messaging terms & conditions
  Important: You contacts must be able to choose whether to receive your messages. As part of your opt-in process, you should have a checkbox for “agree” and a checkbox for “decline.” If you wish to send both marketing and informational (notifications, appointment scheduling, conversational Q&A) messages, you must allow contacts to agree to these separately (by offering one “agree” checkbox for marketing and one for informational messages). See the example images linked within the registration form to understand how this should be displayed.
- Organization Type: Choose your organization type.
Additional Opt-In Proof: Provide proof of how you're getting your customers' consent.

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.
Select Submit.

What to do next: 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.

Troubleshooting

Ineligible use cases

US telecom carriers have acceptable use text messaging standards, which are used to evaluate applications from customers seeking to register their toll-free or local phone number for text messaging. The table below outlines the ineligible use cases which, if included in your toll-free or local phone number registration application, will result in carriers rejecting your application.

Once verification is complete, carriers can use content-based filtering to block messages that include prohibited content in an effort to protect recipients. As of January 1, 2024, many carriers are also issuing aggressive fines for sending messages with prohibited content, even if the message delivery is blocked.

All Grasshopper customers should review the messaging principles and best practices guide published by CTIA, a wireless industry association, and the list of ineligible use cases below to ensure you are not using language, terminology, or practices that may result in your registration or verification being rejected, or invertedly lead to blocked message or fines once you begin sending messages.

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

Common rejection reasons

Below is a list of why carriers commonly reject submissions and how to avoid them. You must make updates and complete a new submission if your verification is denied.

Incomplete or noncompliant Call to Action (CTA)	In Calls to Action from How do I verify my toll-free number? above, briefly explain how your customers find your phone number for texting and how you invite your customers to text with you. In How will customers be opting in? from How do I verify my toll-free number? above, explain how your customers consent to texting (opt-in). Opt-in must be explicit: "I agree to receive texts." Refrain from assuming opt-in because a customer provides their contact information. Opt-in applies to texts from your business only, not any third parties (you don't share customer information). The opt-in language should be clearly stated and easily noticeable, not hidden within the terms and conditions or other fine print.
Opt-out message missing or inadequate	In Example Message(s) from How do I verify my toll-free number? above, at least one example message should include instructions for opting out. Opt-out language must be clear and include standard terms like "stop," "end," or "unsubscribe." Opt-out terms must be separated by spaces in the messages. View the section What is opt-in and opt-out? above for more information.
Your website or example messages include prohibited content	Ensure that prohibited content, which includes CBD, cannabis, sex, hate, alcohol, firearms, and tobacco, is not present in your example messages or on your website or social media presence. Your business must not fall under specific categories of activities considered "ineligible use cases." Learn about ineligible use cases Note: Reviewers will search for your business' website even if you do not provide one and will reject your verification if they find prohibited content.
Lack of privacy policy and terms and conditions	You must have a privacy policy and terms & conditions easily accessible by your customers from pages where customers would provide their contact information. Your privacy policy and terms & conditions can be brief, but they must confirm that you don't share or sell customers' information with third parties. In Terms & Privacy from How do I verify my toll-free number? above, provide a link to your privacy policy and terms & conditions.
Lack of a website or online presence	A website is preferred, but if you don't have one, you should provide a link to your business's social media presence. Reviewers will look for an online presence to verify your business and reject your verification if they can't find one.
Content attributes that are misleading or don't match your website or example messages	Make sure your content attributes are accurately configured during campaign setup, selecting 'yes' or 'no' for embedded links, age-gated content, marketing messages, etc. The type of message you select, "Marketing" or "Informational", must match the example messages you provide. The information you provide about your business must match your website or other online presence.

FAQs

Does this impact my phone calls too?

This does not have any impact on your voice call features, ONLY texting.

I thought texting was included with purchase, why do I have to go through this extra verification?

Verification is an industry-wide requirement enforced by the wireless carriers who deliver messaging traffic to consumers. Like you, Grasshopper, and other service providers must comply with the industry's restrictions on unverified traffic.

What is opt-in and opt-out?

A key motivation for the SMS registration process is to ensure message senders have obtained permission to message their contacts before sending texts. As part of your registration, you must demonstrate that you give your contacts the opportunity to “opt-in” or “opt-out” of communications with you. Grasshopper recommends including opt-in/opt-out language on your website wherever you collect contact information from your customers/prospects. In addition to opt-in via a contact form on your website, other permitted opt-in methods are:

Keyword opt in: You instruct customers to text a specific key word to your number(s) in order to sign up for SMS.
Paper form/contract opt-in: You give your customers the opportunity to opt in or out for messaging in a paper form or contract.
Verbal opt-in: Your employees are trained to ask for customer opt-in using a specific script over the phone or in person.
Note: If you use verbal opt-in, you cannot send any marketing or promotional messages.

You can learn more about various opt-in methods from our  blog post.

Note: If you do not currently have an opt-in process, you must create one before submitting your SMS registration. This is required for all registrations, even if you do not send marketing messages and only use texting to reply to your customers.

Opt-in example: When customers complete a contact form on the website, they are asked if they agree to receive text messages to the phone number they provided. They can check a box to indicate they agree.

“I agree to receive text messages from [Business Name, phone number(s)] at the phone number provided above. Message frequency varies and will include [Types of messages: appointment reminders, order updates, etc.]. Reply STOP to opt-out or HELP to get help. We never share your mobile opt-in information with anyone. See our Privacy Policy for details on how we handle your information."

Opt-out example: In addition to the checkbox agreeing to receive messages, there should be a checkbox customers can select if they don’t want to receive messages.

“I do not wish to receive text messages from [Business Name]”.

Note: Even if a customer initially opts in to text communications, they should be able to opt-out if they change their mind later. You should include instructions for how to do this as part of the opt-in option (as shown in the opt-in example above).

Tips for success: When creating your opt-in process please ensure:

The opt-in/opt-out language is easy to understand and included wherever you gather customer contact information
You clearly indicate the message sender (your business) and what kinds of messages will be sent
The contact can choose whether to opt-in or opt-out (we recommend using checkboxes)
If you send marketing as well as informational messages, you should use separate checkboxes so that the contact can opt in to receive informational messages only, marketing messages only, or check both boxes to receive both.
You disclose the message frequency and that “messaging and data rates may apply”
You disclose how they can opt out or get help later (by replying STOP or HELP)
You provide a link to your privacy policy
You provide a link to your messaging terms and conditions (if not already included as a section in your privacy policy)

My verification has been declined – what do I do now?

If your verification is declined, you’ll receive an email notification and will see the status updated in the Grasshopper customer admin portal to “Declined” or “Failed,” with an associated reason. For most rejection reasons, you can correct and resubmit your registration. View the Troubleshooting section above for guidance on common rejection reasons and how to fix them.

I don’t send marketing campaigns or any proactive messages to my customers – I only reply to their messages. Do I still need an opt-in process? How do I answer the ‘how did you get permission to message your contacts’ question?

Yes, you still need a verifiable opt-in process, even if you only reply to customer messages. In the form you’ll be asked to select the opt-in method you use to get permission to message your contacts. Based on the method you select, a description will be pre-filled in the registration form.

Note: You must ensure that you actually implement the opt-in method as it is described. So if you choose website opt-in, you must actually include the required opt-in language on your website.

Do I have to manually text opt-in language to my customers when they text me the first time?

No, you don’t need to include opt-in language in your text responses to a customer. You just need to have an opt-in process in place (on your website, or in an offline document) that can be verified by reviewers.

Do I have to manually add opt-out language to every text message I send?

This depends on the type of message. You should include opt-out language in any proactive texts you send (marketing messages, proactive appointment reminders, order confirmations, etc.). You do not need to include opt-out language in messages sent as part of a conversational exchange that was initiated by your contact.

If I don’t complete verification, will I still be able to use the Instant Response feature?

Grasshopper’s Instant Response feature relies on outbound texting functionality. If outbound texting is blocked from your toll-free phone number(s) due to a lack of verification, the Instant Response feature will not work. If you previously configured Instant Response but do not have an active SMS verification on file before the deadline, your instant response capability will be disabled. Once your verification is approved, Instant Response will be re-enabled automatically with the same message(s) and settings you previously configured.

Can I verify my toll-free number as a Sole Proprietor?

Yes, you can complete the toll-free verification process even if you are a sole proprietor and do not have a registered business tax ID / EIN.

How do I check the status of my verification?

You can check the status of your Toll-Free verification at https://nuui.us.grasshopper.com/TollFreeRegistration. Please keep in mind it can take 10-12 business days for registrations to be reviewed. Grasshopper cannot expedite the carriers’ review timeline.

How much does it cost to verify my toll-free numbers?

Toll-free verification is free of charge.

Do I need to register each of my business phone numbers?

Yes, and multiple numbers can be verified at the same time. During verification, select all the toll-free phone numbers you'd like to verify. Follow the steps in this article to verify your toll-free phone number(s) for texting compliance. Local phone numbers are also subject to registration through a different process. Learn more here.