TFN Verification
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Prohibited Content
n order to send SMS and MMS in the United States or Canada, you must follow local restrictions.
Please be advised that these are TFN Verification best practices based on the carrier's requirements from the United States and Canada and are meant for businesses who reach audiences in these destinations. Recommendations and requirements are subject to change at carriers' discretion.
Required Information - TFN Verification Form
Toll-free Verifications require specific data to be submitted at a minimum to be considered for approval. The information is used to help identify the end business as well as ensure that they have proper measures in place to send compliant messaging traffic. The following data is what is required for a TFN verification request; incomplete requests will be rejected for not having the completed fields or details below:
Business Name
The end business / the business the end-user is engaging with.
Every TFN needs to be associated with the specific customer-facing brand sending the messages.
Corporate Website
The website of the end business. The website URLs or online presence are used for legitimating business information.
You have the options to submit a) www.brand.com or b) Social media URL such as instagram.com/brand or facebook.com/brand .
a) If you submit www.brand.com , you must add a contact email with a similar domain name such as [email protected], otherwise, it will get denied because there is no clear connection between the two.
b) If you submit a social media URL, you must add an [email protected] for the contact person (or any other free email). Otherwise, reviewers will ask you to submit [email protected] and a brand.com website combined.
Business Address
Complete address with street name, house number, city, zip code, state/province and country
Business Compliance Contact
The end business’ contact name, email and phone.
Please note that this will not be used to contact the business during the verification process.
Expected Message Volume
Estimated Monthly Volume of messages. Choose the closest value, and if the customer is ramping please use the value of where the customer is aiming for by the end of 6 months.
Choose one of the listed volumes.
Phone numbers to be verified
Toll Free numbers that are part of this verification request
Submissions of up to 5 numbers under the same end business will be approved without needing to provide an explanation as to needing multiple numbers
Submissions over 5 numbers will need to provide an explanation. Please provide an explanation in the Additional supporting documentation field.
Use Case
Choose the use case(s) that you believe best fits your traffic pattern. If you are sending messages of multiple use-cases with the same toll-free number, please include them all.
As best practice, do not mix marketing/promotional traffic with transactional traffic under the same sender number.
Description of the Use Case / Summary
Description of the use-case/submission (more detail the better). Give details of what are the main use cases for this number and how the number will be presented and used to interact with the end-users.
Explain the use case - how and why will your business use this number for text messages?
Production Message Content
Provide message samples for each of your listed use-cases.
If your messages include URLs or phone numbers, make sure to include these in the samples.
Messaging Opt-in Description
In as much detail, provide how an end-user /subscriber opts into this messaging program. How does the user learn about the text program and how does the user opt-in? Example compliant Text Message Opt-in Language: “[ ] By submitting this form and checking this box, you consent to receive [use case type] text messages from [company name] at the number provided. Consent is optional and not a condition of purchase. Msg & data rates may apply. Msg frequency varies. Unsubscribe at any time by replying STOP or clicking the unsubscribe link (where available). HELP for assistance. Privacy Policy [link] & Terms [link].”
Call-to-action verbiage must include:
☐ Brand Name/Product Description
☐ Message Frequency Disclosure
☐ "Message and Data Rates may apply"
☐ HELP instructions
☐ STOP instructions
☐ Terms and Conditions link (include a link to the message program terms and conditions, or the complete message program terms and conditions language)
☐ Privacy Policy link (include a link to the privacy policy, or language referring to the privacy policy, that indicates that mobile opt-in data will not be shared)
☐ Text message opt-in is optional
☐ For website opt-in, opt-in consent must be for text messages only and not mixed with other types of communications i.e. email/calls.
Messaging Opt-in details
Eg: link to, image of, scanned copy of opt-in language and placement. Provide images of the opt-in process and what call-to-action an end-user is agreeing to. This should be specific to the use cases related to this toll-free verification.
Double check your Opt-in Flow and Call-to-Action for compliance. Important note: the end-business should collect the end-user consent itself, and not use consent acquired from a third party in any way.
ISV/Reseller - Optional
Highly recommended. If this TFN has an ISV business involved, please indicate the ISV name in this field as this will drive efficiencies for bulk verification submissions for the TFN Verification Ops team.
Please note that the TFN Verification submission must be linked and refer to the end-business as the main sender and content provider, so ISV/Reseller field is only optional.
Additional Supporting Details
When relevant, add any additional details that you believe will help with the verification such as Privacy Policy and Terms & Conditions links, additional onboarding controls you have, helpful links, etc. The business reason for using more than 5 TFNs is also meant to be presented in this section.
Optional field.
TFN Verification Rejection Reasons
The "Rejected" status is NOT permanent. You should be able to address the decline reasons by editing your campaign or brand details. You may then re-submit it for approval. You can learn about the specific reason for "Rejected" status in your TFN Compliance view. A Toll-free Number Verification can be either "Accepted" or "Rejected"; rejection always indicates a reason. You can edit, iterate and resubmit your rejected TFN for a new review.
Messaging traffic is monitored in real-time. Any flags for disallowed practices or content will be suspended without further notice. Customers accounts will be reviewed and may be blocked.
501
Content Violation - SHAFT - Sex
Disallowed content. Not Eligible for Resubmission.
502
Content Violation - SHAFT - Hate
Disallowed content. Not Eligible for Resubmission.
503
Content Violation - SHAFT - Alcohol
Disallowed content. Not Eligible for Resubmission.
504
Content Violation - SHAFT - Firearms
Disallowed content. Not Eligible for Resubmission.
505
Content Violation - SHAFT - Tobacco / Vape
Disallowed content. Not Eligible for Resubmission.
506
Content Violation - SHAFT - Marijuana / CBD
Disallowed content. Not Eligible for Resubmission.
507
Campaign Violation - Age Gate Not Present / Not Acceptable
Eligible for Resubmission with Robust Age Gate implemented. All content must adhere to all applicable laws and support a functioning age gate. Proper age-gate mechanism
should include the date of birth verification during the consent opt-in of the end-user.
508
Known Spam Campaign
This business has been flagged as spammer. Not Eligible for Resubmission
509
Disallowed Content - Loan Marketing
Disallowed content. Not Eligible for Resubmission.
510
Disallowed Content - 3rd Party Debt Collection
Disallowed content. Not Eligible for Resubmission.
511
Disallowed Content - Gambling
Disallowed content. Not Eligible for Resubmission.
532
Disallowed Content - Sweepstakes
Disallowed content. Not Eligible for Resubmission.
533
Disallowed Content - Stock Alerts
Disallowed content. Not Eligible for Resubmission.
534
Disallowed Content - Cryptocurrency
Disallowed content. Not Eligible for Resubmission.
535
Disallowed Content - Risk Investment
Disallowed content. Not Eligible for Resubmission.
536
Disallowed Content - Debt Reduction
Disallowed content. Not Eligible for Resubmission.
537
Disallowed Content - Credit Repair
Disallowed content. Not Eligible for Resubmission.
538
Disallowed Content - 3rd Party Lead Generation
Disallowed practice and content. Not Eligible for Resubmission.
539
Disallowed Content - Federally Illegal Substances
Disallowed content. Not Eligible for Resubmission.
540
Known Phishing Campaign
Business was tagged for Disallowed Practices. Not Eligible for Resubmission.
541
High Risk - Fraud
Business was tagged for Disallowed Practices. Not Eligible for Resubmission.
542
High Risk - Deceptive Marketing
Business was tagged for Disallowed Practices and Content. Not Eligible for Resubmission.
543
High Risk - Public URL Shortener
Eligible for Resubmission. Public URL shorteners and URL redirects are not allowed. Please update your message content to your own branded URL domain.
544
High Risk - Non-secured URL
Eligible for Resubmission. Make sure you only use secured https:// branded domains.
545
Invalid Information - Can't Verify Business Information - Correct Business Information / Address / Contact / URL
Eligible for Resubmission. Reviewers use business online presence and Tax ID info to confirm their legitimacy. Please make sure all form fields are correct and consistent with requirements presented above in this article.
546
Invalid Information - Can't Validate URL - Website is not accessible / not available - Eligible for Resubmission
Eligible for Resubmission. Reviewers use business online presence and Tax ID info to confirm their legitimacy. Please make sure all form fields are correct and consistent with requirements presented above in this article. Company website must be public and accessible.
547
Invalid Information - ISV Contact Information Provided, Need Assigned End User
Eligible for Resubmission. Please make sure to submit the customer-facing business information. That is understood as the business related to the message content. Independent Software Vendors (ISV), marketing agencies, diverse software providers, etc. should always register the brand that contracted them as part of our KYC process.
548
Opt-in - Not sufficient for campaign type - Express Consent Required
Eligible for Resubmission. This use case requires express consent from end-user. Provide proof and details of compliant Call-to-Action Opt-in Flow, such as a link to online CTA or a screenshot or documentation of CTA when it happens offline. Call-to-action verbiage must include:
☐ Brand Name/Product Description
☐ Message Frequency Disclosure
☐ "Message and Data Rates may apply"
☐ HELP instructions
☐ STOP instructions
☐ Terms and Conditions link (include a link to the message program terms and conditions, or the complete message program terms and conditions language)
☐ Privacy Policy link (include a link to the privacy policy, or language referring to the privacy policy, that indicates that mobile opt-in data will not be shared)
☐ Text message opt-in is optional
☐ For website opt-in, opt-in consent must be for text messages only and not mixed with emails/calls, etc.
549
Opt-in - Consent for messaging is a requirement for service - Eligible for Resubmission
Eligible for Resubmission. All use cases require consent from end-user prior sending messages.
Implied consent is accepted when user is the first to message business and this will then reply to user request. Eg: customer care when user reaches out to business first for help. Express consent is required for all other use cases, including 2FA. Eg: user must always be informed and in agreement with why and how their phone number will be used for communications with the business.
Provide proof and details of compliant Call-to-Action Opt-in Flow, such as a link to online CTA or a screenshot or documentation of CTA when it happens offline. Call-to-action verbiage must include:
☐ Brand Name/Product Description
☐ Message Frequency Disclosure
☐ "Message and Data Rates may apply"
☐ HELP instructions
☐ STOP instructions
☐ Terms and Conditions link (include a link to the message program terms and conditions, or the complete message program terms and conditions language)
☐ Privacy Policy link (include a link to the privacy policy, or language referring to the privacy policy, that indicates that mobile opt-in data will not be shared)
☐ Text message opt-in is optional
☐ For website opt-in, opt-in consent must be for text messages only and not mixed with emails/calls, etc.
550
Opt-in - No opt-in provided - Eligible for Resubmission
Eligible for Resubmission. Provide proof and details of compliant Call-to-Action Opt-in Flow, such as a link to online CTA or a screenshot or documentation of CTA when it happens offline. Call-to-action verbiage must include:
☐ Brand Name/Product Description
☐ Message Frequency Disclosure
☐ "Message and Data Rates may apply"
☐ HELP instructions
☐ STOP instructions
☐ Terms and Conditions link (include a link to the message program terms and conditions, or the complete message program terms and conditions language)
☐ Privacy Policy link (include a link to the privacy policy, or language referring to the privacy policy, that indicates that mobile opt-in data will not be shared)
☐ Text message opt-in is optional
☐ For website opt-in, opt-in consent must be for text messages only and not mixed with emails/calls, etc.
551
Opt-in is shared with 3rd Parties
Eligible for Resubmission. Any mentioning of 3rd Party Data Sharing, Renting, or Selling is disallowed unless the below disclosure is included: “All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.”
552
Campaign Violation - Single Number Used for Multiple Businesses
Eligible for Resubmission. Disallowed practice. Number sharing is not allowed. Assign one number per customer-facing business.
553
Opt-in List - Opt-in relies on organizational or government exemption.
Not Eligible for Resubmission. Disallowed practice.
620
Additional Information Requested - Justification for more than 5 numbers / business
Eligible for Resubmission. Add a business case justification to explain why your request includes more than 5 toll-free numbers under the same business. Provide this info in the "Additional Supporting Details " section of your submission.
621
Additional Information Requested - Opt-in information not provided, please update
Eligible for Resubmission. Provide proof and details of compliant Call-to-Action Opt-in Flow, such as a link to online CTA or a screenshot or documentation of CTA when it happens offline. Call-to-action verbiage must include:
☐ Brand Name/Product Description
☐ Message Frequency Disclosure
☐ "Message and Data Rates may apply"
☐ HELP instructions
☐ STOP instructions
☐ Terms and Conditions link (include a link to the message program terms and conditions, or the complete message program terms and conditions language)
☐ Privacy Policy link (include a link to the privacy policy, or language referring to the privacy policy, that indicates that mobile opt-in data will not be shared)
☐ Text message opt-in is optional
☐ For website opt-in, opt-in consent must be for text messages only and not mixed with emails/calls, etc.
622
Additional Information Requested - Business Information not valid
Eligible for Resubmission. Reviewers use business online presence and Tax ID info to confirm their legitimacy. Please make sure all form fields are correct and consistent with requirements presented above in this article.
1000
Submission Editing Timed Out
If your verification is rejected, you have 7 calendar days to edit and re-submit. Resubmissions after this period are not possible.
1002
Number not provisioned to your Org
Please contact our Support team with details about your toll-free and rejection reason: [email protected]
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