Latest Verification Requirements for Toll-Free Messaging in North America

The carriers responsible for toll-free text messaging in North America began mandating verification for toll-free numbers beginning in October 2022. Verification was already an option, recommended because it means messages undergo less filtering and therefore reach their destinations faster, but service providers have made verification mandatory to protect consumers from spam and malicious messages that might originate from toll-free numbers. This change aligns toll-free messaging with 10DLC and short codes, which already have number verification measures in place. The intent is to ensure that message senders on all services are reviewed and that businesses that send messages are documented and verified. 

The verification process involves the carrier responsible for verification reviewing the submitted information and either approving or rejecting the application. The process can take two to three weeks. 

For messaging toward US subscribers, if the messaging volume from your toll-free numbers exceeds the limits below, you must verify those numbers. Messages in excess of these limits from unverified numbers will not be delivered. 

  • Daily limit: 500 messages per day
  • Weekly limit: 1,000 messages per week
  • Monthly limit: 2,000 messages per month

The day resets at 12:00 midnight PST, while the week resets on Sunday at 12:00 midnight PST. A month refers to a calendar month.

All toll-free messaging toward Canadian subscribers must be verified. 

How to get verified

To get your toll-free numbers verified, work through your number provider. Plivo customers can complete the process in a series of steps.

  1. You can rent messaging-enabled toll-free numbers on the console. If your messaging volume exceeds the limits mentioned above, fill out the Plivo Toll-Free Verification form [Google Form]. If you can’t access the form, or you need to submit verification requests for multiple numbers, download this spreadsheet, fill out the necessary information, and create a ticket with our support team. If you need to submit verification requests for multiple use cases or businesses, use the spreadsheet.
  2. Once we receive your information, we submit it to the carriers for review. You can follow the verification status for any toll-free number on the console by visiting Phone Numbers > Active. By default numbers are classified as “unverified.” Once a number is submitted for review, it’s marked “pending verification” — however, messages sent from numbers that are pending verification are still subject to carrier scrutiny and filtering.
  3. When the carrier notifies us of the successful completion of the verification request, we change the status to “verified.” Verified numbers are subject to the least amount of filtering — but that doesn’t mean customers can use them in unapproved ways. All messaging must still comply with best practices for A2P messaging and must not be used for any use case that is not allowed by carriers in the US or Canada.

If the carrier rejects the verification request, we change the status to “unverified.” Unverified numbers are subject to the daily, weekly and monthly limits mentioned above. We’ll send you an email that explains the reason for the rejection. You can review the reason, consult with our support team, make changes, and resubmit your request.

Once verified, a number does not need to be re-verified for the same use case in the future. If you want to use any given toll-free number for a different or an additional use case, you should submit a new verification request. Failure to do so can be considered noncompliance by the carriers and may result in your messaging services being suspended.

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