Nonprofit and Government Guide to A2P 10DLC Text Messaging

How to register your organization to send compliant SMS messages over 10-digit phone numbers using Twilio.

About this guide

Sending SMS and MMS via local 10-digit long codes (A2P 10DLC) in the U.S. now requires that you register your brand and use case(s) with U.S. carriers. This guide walks through the key things you need to know as a nonprofit or government registering for A2P 10DLC.

This guide is broken into two main sections:

  1. An introduction to A2P 10DLC and benefits provided to nonprofits and governments through registration.
  2. A detailed walkthrough of the registration process that describes exactly how nonprofit and government organizations should approach each of the three steps. This walkthrough is a companion to our A2P 10DLC registration docs. We recommend the docs for the step-by-step registration process and using this guide as a reference for the specific details for nonprofits and government.

 

Article Contents:

Introduction to A2P 10DLC for nonprofits and government

A2P 10DLC registration process

Getting Started 

FAQ for Nonprofit and Government Guide to A2P 10DLC

 

Introduction to A2P 10DLC for nonprofits and government

Application-to-Person 10-digit long code (A2P 10DLC) messaging is a new system to facilitate text messaging between organizations and people using 10-digit long code phone numbers in the United States. A2P 10DLC builds trust in the U.S. messaging ecosystem by providing transparency into sender identity and messaging use case, and ensuring that recipients have consented to receive messages for that use case.

All businesses and organizations using 10-digit long code phone numbers in the U.S. must register for A2P 10DLC. This includes Independent Software Vendors (ISVs) that operate platforms used by other organizations to send SMS messages, such as Peer-to-Peer messaging platforms that facilitate direct connections between two individuals.

Organizations using their own brand (Direct Customers) and sending fewer than 6,000 messages per day may register using the Low Volume Standard Brand. If you are an ISV that has customers sending below this thresholds, you will still need to register them using Low Volume Standard Brands. Organizations sending more than 6,000 messages per day will register using the Standard Brand Registration. Only organizations without an EIN who are sending a low volume of messages qualify for Sole Proprietor Brand Registration (coming soon), formerly known as Starter Brand Registration.

To support nonprofit organizations and government entities that use SMS messaging, U.S. carriers are providing specific cost and messaging throughput benefits as part of A2P 10DLC. By registering your organization and use case, you can access improved delivery using the same phone numbers you have always used, while improving transparency and trust across the messaging ecosystem.

How A2P 10DLC builds trust in the SMS messaging ecosystem

Just a few years ago, it was uncommon for people to receive text messages from a business or nonprofit organization. Today, we’re on track to hit nearly 3 trillion messages sent by organizations annually by 2022. For many nonprofits, SMS is now an important communications channel for providing critical resources, personalized support, and delivering urgent information.

With the growth in A2P messaging, consumers have also experienced an increase in unwanted messages. Just as a well-timed message on an important subject can build trust, an unwanted message can erode consumer trust in the entire channel and impact the ability for all senders to reliably deliver important messages to end users.   

A2P 10DLC creates a trusted messaging experience for consumers by verifying the identity of the sender and the nature of the SMS messaging use case. This trust is critical to preserving the value of the SMS messaging channel in the long-run — both for businesses and nonprofits — and is the motivation driving the A2P 10DLC transition now.

How A2P 10DLC improves your SMS messaging program

After your organization is verified as nonprofit or government during the A2P 10DLC registration process, you will become eligible for several benefits provided by U.S. carriers, including improved deliverability, increased messaging throughput, and in some cases, reduced carrier fees. Benefits of A2P 10DLC registration include: 

  • Improved deliverability: Customers who have onboarded to A2P 10DLC and are sending compliant messages are seeing up to a 90% reduction in filtering. This improved deliverability results from carriers having greater transparency into message senders.
  • Increased throughput: Nonprofits will receive increased message throughput based on the type of registered messaging use case. 
  • Reduced carrier fees: Verified nonprofits are eligible for reduced carrier fees that will be charged for long-code messaging traffic. The specifics of the discount your organization can receive is based on the sender’s specific nonprofit tax designation (e.g. 501(c)(3), 527) and the messaging use case. See Special Use Case Throughput and Fees below for more details.

A2P 10DLC registration process

A2P 10DLC registration for Twilio customers is managed directly through the Twilio Console or via Twilio APIs for Independent Software Vendors (ISVs). Twilio facilitates your A2P 10DLC registration with all of our carrier partners at no additional cost to you. In the following sections, we discuss key distinctions in the registration process for nonprofit and government organizations.

There are three main steps for any Twilio customer to fully register for 10DLC:

  1. Create a Business Profile: Create an identity for your organization with Twilio which is used to unlock A2P 10DLC as well as other Twilio communication services.
  2. Register your A2P Brand: Create an identity with the carrier ecosystem to enable you to send messages on A2P routes.
  3. Register your messaging campaign use cases: Share with carriers what kinds of messages your organization will be sending to determine final throughput and pricing.

If you are a nonprofit or government customer and want to register your organization for A2P 10DLC messaging, you should follow the guidance for Direct Brand registration below.

If your organization is an ISV that uses Twilio as part of a software solution that other organizations use to send text messages through your Twilio account, you should follow the guidance for ISV registration below.

While these resources are directly linked to throughout this guide, it may also be helpful to review Twilio’s general A2P 10DLC onboarding documentation:

Direct Brand registration overview for nonprofits and government

The diagram below provides an overview of the A2P 10DLC registration process for nonprofit and government organizations.

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This registration is called the Direct Brand registration process. As depicted in the diagram, certain elements of the onboarding process are customized for your organization type. For example, once verified, 501(c)(3) nonprofit organizations will gain access to a reserved campaign use case called Charity that offers discounts on carrier fees associated with registered 10DLC messaging.

You can complete Direct Brand registration using the Twilio Console. There, you will be able to onboard using a UI-based wizard in the Trust Hub, Twilio’s centralized Know Your Customer (KYC) platform. More information about navigating each of the three main steps can be found below.

When you are ready to begin registration, you can START A2P REGISTRATION IN THE CONSOLE.

ISVs registration overview for ISVs with nonprofit and government clients

The diagram below provides an overview of the A2P 10DLC registration process for ISVs that have nonprofits and government clients.

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This registration is called the ISV registration process. If you’re unsure whether this process applies to you, this support article describes how to determine if you should register for A2P 10DLC as a direct brand or ISV.

As an ISV, you will need to register both yourself and your clients. As depicted in the diagram, certain elements of the onboarding process are customized for your organization type, as well as the organization type of your nonprofit and government clients.

Note:Before registering for A2P 10DLC as an ISV, you should determine which ISV type best aligns with your Twilio account configuration. Depending on your type, familiarize yourself with the information architecture and the registration process and take all required prerequisite steps before beginning registration (e.g. creating a Messaging Service for each customer).

Given that ISVs complete the registration process for each of their clients, most ISVs choose to register using Twilio’s ISV APIs. This will allow you to programmatically register for 10DLC, which can help with automating tasks related to onboarding many customers. However, there are some parts of the onboarding experience that require use of the Twilio Console. More information about navigating each of the three main steps can be found below.

1. Create a Business Profile

First, you will need to create a Business Profile in the Twilio Trust Hub. Your Trust Hub Business Profile is your organization’s identity with Twilio and is necessary to begin A2P 10DLC registration.

For specific details on how social impact organizations should register their Business Profiles, please see the Direct Brand 10DLC Onboarding docs:

Note: It is important that the information that you provide for your organization during Business Profile creation is accurate and matches the information associated with the provided EIN / Tax ID. In particular for nonprofit and political organizations, the EIN / Tax ID must match the legal company name available in registration sources for tax-exempt organizations or registered political organizations. If this information is provided incorrectly, your ability to send messages on long-codes will be degraded and you will need to work with Twilio support to resolve the issue. We strongly recommend accuracy in entering accurate Business Profile information the first time to avoid issues. Learn more

Considerations for ISVs

ISVs will need to create a Twilio Business Profile for both their organization as well as for each one of their nonprofit and government clients. The Business Profile for your organization (the ISV) is referred to as the Primary Business Profile, while the profiles for your clients are called Secondary Business Profiles.

Primary Business Profiles

You will create your Primary Business Profile using the Trust Hub UI in the Twilio Console.

Your Primary Business profile should reflect your organization type. 

    • If you are a nonprofit ISV that serves nonprofit and government clients, you should choose Non-profit Corporation as their Business Type and Not-for-Profit as their Business Industry .
  • If you are a for-profit ISV that serves nonprofit and government clients, you should choose the most appropriate Business Type for your company (e.g. Corporation, LLC)  and Business Industry (e.g. Technology). 

Note: Before creating Secondary Business Profiles for your clients, you must first register a top-level A2P 10DLC brand as an ISV. This is completed in the Trust Hub UI of the Console as part of the 10DLC Onboarding Wizard.

Secondary Business Profiles

You will also need to create a Business Profile for each of your clients.

There are two paths for registering your customers:

  1. Low Volume Standard Brands: If you have customers who send fewer than 6,000 daily SMS and MMS messages over 10-digit long codes, Low Volume Standard Brand Registration is now available to complete onboarding. 
  2. Standard Brands (available): If you have customers who send more than 6,000 daily SMS segments and MMS messages complete onboarding now using the Standard A2P 10DLC APIs or Twilio Console. 

The process for A2P 10DLC Registration via the API is exactly the same for Low Volume Standard Brands and Standard Brands, with the exception that organizations registering for Low Volume will skip Secondary Vetting in Step 3.2. 

For non-profits and government entities sending under 6,000 messages per day, secondary vetting may be required to verify your organizations non-profit or government status if the initial verification fails. In this case, even if you’ve registered using Low Volume Standard, secondary vetting can be enabled by the Twilio support team. The $40 secondary vetting fee will apply if this step is required for verification.

For more information on determining if the which brand type is right for your customers, please see Twilio's Comparison of Low Volume Standard and Standard Brands. 

If you are using the API to complete your client registrations, complete Step 1 in the ISV API Registration Walkthrough to create Secondary Business Profiles for each one of your clients.

The specifics of the attributes of the Secondary Business Profile should reflect your clients’ organization types.

  • Nonprofit clients should have their Business Type set to Non-profit Corporation and their Business Industry set to NOT_FOR_PROFIT when calling the API in Step 1.3
  • Government clients  should have their Business Type set to Non-profit Corporation and their Business Industry set to GOVERNMENT when calling the API in Step 1.3

2. Register your A2P Brand 

The next step is to Register your A2P Brand with carriers. Your A2P 10DLC brand registration tells carriers who you are, and what specific entity type of which your organization is incorporated.

Your specific U.S. tax exemption status, e.g. 501(c)(3), will be associated with your brand automatically during brand registration. Your tax exemption status determines your access to Special Use Cases that can offer lower costs and higher throughput than Standard Use Cases. Therefore, it is very important that you provide accurate, consistent information when creating your business profile and registering your brand. More on this in the next section on use case registration.

When your brand registration has been verified, you'll be able to view the Special Use Cases available. If you're brand was not verified as a nonprofit or government entity, you'll be provided with instructions for submitting proper documentation to get verified through your Twilio Console. 

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For specific details on how social impact organizations should register their A2P Brand, please see the Direct Brand 10DLC Onboarding docs:

Note:It’s especially important to select the appropriate Company Type that best matches your entity during A2P brand registration, because this selection determines the types of messaging use cases available to you in the following use case registration step — and in turn which pricing and throughput benefits your organization will receive.

 START A2P REGISTRATION NOW.

Brand registration for non-U.S. organizations sending messages to people in the U.S.

If you represent an organization based outside of the U.S. and you send messages to people who reside in the U.S., you should consider the following two options for brand registration:

  • If you have a U.S. branch or subsidiary, we recommend registering your business profile and brand through using the EIN, legal name, and address of that U.S. entity. 
  • If you do not have a U.S. branch or subsidiary, you can still register with the Tax ID of your non-U.S. entity. However, you must choose ‘private’ or ‘public’ as your Company Type because only U.S. based organizations will be correctly verified as a nonprofit brand. If you register your non-U.S. entity with the ‘Nonprofit’ or ‘Government’ entity type, you may experience issues with your registration.

Considerations for ISVs

Similar to Twilio Business Profiles, ISVs will need to register an A2P brand for both themselves and each one of their clients.

PRIMARY A2P BRAND

Registration for the Primary A2P Brand for your organization as an ISV is also done using the Trust Hub UI in the Twilio Console. 

  • Go to the Trust Hub to create your Primary A2P Brand as an ISV
  • See these docs for more information on how to register your Primary A2P brand as an ISV.

Your Primary A2P Brand should reflect your Company Type.

  • Nonprofit ISVs should choose Nonprofit as their Company Type when registering their Primary A2P Brand.
  • For-Profit ISVs should choose Private (for private companies) or Public (for public companies) as their Company Type when registering their Primary A2P Brand based.

SECONDARY A2P BRANDS

A Secondary A2P Brand will also need to be created for each one of your clients. If using the Standard Brands ISV API Walkthrough, complete Step 2 and Step 3 to create Secondary A2P Brands for each one of your clients. 

Your Secondary A2P Brands should reflect your clients’ company types.

  • Nonprofit clients should have their Company Type set to ‘non-profit’ when calling the API in Step 2.3.3
  • Government clients should have their Company Type set to ‘government’ when calling the API in Step 2.3.4

3. Use case registration overview

The third and last step of 10DLC onboarding is campaign use case registration. Use case registration indicates the types of messages you will send. Your organization will be eligible to register only for specific use cases based on the entity type associated with your brand registration. Each use case will have specific pricing and throughput characteristics associated with it.

The diagram below provides more detailed information on campaign use case registration for nonprofit and government organizations:  

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Most nonprofit organizations will register campaign use cases as special use cases. Special use cases are a classification of A2P 10DLC message campaigns that are unique or sensitive in nature, are provided carve-outs for throughput & carrier fees, and have special registration processes when compared to standard use cases. However, there are also scenarios in which a nonprofit or government entity will register with standard use cases.

Note: Verified Government entities will receive unlimited daily message caps on the T-Mobile network and 75 MPS on AT&T, regardless of which use case is selected. Standard Twilio platform messaging rate limits still apply. 

Use cases for nonprofits and governments at a glance

There are five main campaign use cases that nonprofits and government agencies will use to register with:

  1. Charity / 501(c)(3): Communications from a registered 501(c)(3) aimed at providing help and raising money for those in need.
  2. Political: Part of an organized effort to influence decision making of a specific group.
  3. Emergency: Notification services designed to support public safety/health during natural disasters, armed conflicts, pandemics, and other national or regional emergencies.
  4. K-12 Education: For messaging platforms that support schools from grades K-12 and distance learning centers.
  5. Standard: Any of the standard 10DLC use cases defined here. E.g. 2FA, Account Notifications

Charity / 501(c)(3), Political, and Emergency are special use cases that come with pricing and/or throughput benefits. The table below provides guidance on messaging throughput and carrier fees for each use case, as well as what types of organizations are eligible. 

In this chart, MPS throughput represents the messaging rate available across all three major carriers, AT&T, T-Mobile, and Verzon. Visit this support article for more information about A2P 10DLC messaging throughput.

 Campaign Eligibility and Throughput

Campaign use case

Description

Eligible Organizations

MPS throughput

Charity / 501(c)(3)

Communications from a registered 501(c)(3) aimed at providing help and raising money for those in need.

501(c)(3)s

120

Political

Part of an organized effort to influence decision making of a specific group.

501(c)(4), 501(c)(5), 501(c)(6), 527

225

Emergency

Notification services designed to support public safety/health during natural disasters, armed conflicts, pandemics, and other national or regional emergencies.

All

225

K-12 Education

For messaging platforms that support schools from grades K-12 and distance learning centers.

All

12 MPS per phone number

Standard

Any of the standard 10DLC use cases defined here. E.g. 2FA, Account Notifications

All

3-225

based on Trust Score

 

 Campaign Fees

Campaign use case

T-Mobile daily message cap

AT&T per message fees

T-Mobile per message fees

Campaign registration fee

Charity / 501(c)(3)

2k-200k

based on Trust Score

SMS: $0.0000

MMS: $0.0000

SMS: $0.0000

MMS: $0.0000

$3/mo**

Political


Without Campaign Verify token

2k-200k

based on Trust Score

--

With Campaign Verify token

Unlimited***

SMS: $0.0020

MMS: $0.0035

SMS: $0.0030

MMS: $0.0100

$10/mo**

Emergency

2k-200k

based on Trust Score

--

Governments

Unlimited***

SMS: $0.0000

MMS: $0.0000

SMS: $0.0030*

MMS: $0.0100*

$5/mo**

K-12 Education

2k-200k

based on Trust Score

SMS: $0.0000

MMS: $0.0000

SMS: $0.0030*

MMS: $0.0100*

$10/mo**

Standard

2k-200k

based on Trust Score

--

Governments

Unlimited***

SMS: $0.0020 (declared); $0.0030 (mixed)

MMS: $0.0035 (declared); $0.0050 (mixed)

SMS: $0.0030

MMS: $0.0100

$10/mo**

*T-Mobile offers a per-message carrier fee waiver for qualifying organizations that apply for a special business review. Learn more about qualifying use cases and the special review process.

** Plus one-time $50 T-Mobile registration fee beginning March 1, 2022.

***Twilio’s standard messaging rate limits still apply

501(c)(3) Organizations

501(c)(3) organizations will be able to register for the following A2P 10DLC use cases:

  • Charity / 501(c)(3): Communications from a registered 501(c)(3) aimed at providing help and raising money for those in need.
  • Emergency: Notification services designed to support public safety/health during natural disasters, armed conflicts, pandemics, and other national or regional emergencies. Additional post-approval by carriers is required for this use case.

A majority of 501(c)(3)s should register using the Charity / 501(c)(3) special use case, unless your messaging meets the definition of Emergency above. Charity / 501(c)(3) is a dedicated campaign type for 501(c)(3) organizations that provides significant carrier fee discounts to support nonprofit messaging. Details on pricing and throughput can be found below.

All standard use cases will be disabled for 501(c)(3)s and will not appear in the “Available A2P campaign use cases” dropdown in the Console during campaign registration. This is to ensure that 501(c)(3)s can take advantage of carrier fee discounts associated with the Charity special use case.

See our support article for detailed information on fees and throughput for special use case types. 

501(c)(4), 501(c)(5), and 501(c)(6) Organizations

501(c)(4), 501(c)(5), and 501(c)(6) organizations will be able to register for the following 10DLC use cases:

  • Political: Part of an organized effort to influence decision making of a specific group.
  • Emergency: Notification services designed to support public safety/health during natural disasters, armed conflicts, pandemics, and other national or regional emergencies. Additional post-approval by carriers is required for this use case.
  • Standard: For all other messaging that doesn’t meet the definition of Political or Emergency.

Any advocacy-related messaging should be registered using the Political special use case. Political campaigns will receive increased messaging throughput on A2P. 501(c)(4)s, 501(c)(5)s, and 501(c)(6)s will not be required to provide a Campaign Verify token to register with the Political special use case. 

All non-political messaging should be registered either using standard use cases or the Emergency special use case.

See our support article for detailed information on fees and throughput for special use case types.

Other 501(c) nonprofit designations

All other nonprofit designations should register their campaigns using standard use cases, except if your campaign meets the criteria for the Emergency special use case.

  • Emergency: Notification services designed to support public safety/health during natural disasters, armed conflicts, pandemics, and other national or regional emergencies. Additional post-approval by carriers is required for this use case.
  • Standard: For all other messaging that doesn’t meet the definition of Emergency.

527 Organizations

527 political campaigns, parties, or action committees are required to register your organization with Campaign Verify (CV) and provide a CV token during A2P registration to register Campaigns. 527 organizations are only eligible to register for the Political use case. 

Note: Effective January 31, 2023, all existing Campaign Verify Tokens for political verification requests that were obtained prior to November 15, 2022 will no longer be valid. 527 organizations need to apply for new Campaign Verify tokens for the next election cycle and import them to their existing Brand as a replacement. Campaign Verify opened up a new cycle for political verification requests on November 15, 2022. Tokens for verification requests submitted to Campaign Verify on November 15, 2022 and later will be valid until January 31, 2025.

If you have not done so already, 527s must register with Campaign Verify now to receive your CV token as a verified political sender.

You can then return to Twilio to register your Brand and your Political Campaign(s).

For details on completing registration as a 527 organization, including information about Campaign Verify tokens, see "Political Use Case FAQs" in our Special Use Cases for A2P 10DLC article.

527 Organizations will only be able to register for the following 10DLC use case:

  • Political: Part of an organized effort to influence decision making of a specific group.

Note: 527 Organizations will receive unlimited daily message caps on the T-Mobile network and 75 MPS on AT&T. Therefore, they should apply using Low Volume Standard Registration. Standard Twilio platform messaging rate limits still apply.

 

Government entities

Government agencies should register their campaigns using standard use cases, except if your campaign meets the criteria for the Emergency special use case.

  • Emergency: Notification services designed to support public safety/health during natural disasters, armed conflicts, pandemics, and other national or regional emergencies. Additional post-approval by carriers is required for this use case.
  • Standard: For all other messaging that doesn’t meet the definition of Emergency.

Note: Verified Government entities will receive unlimited daily message caps on the T-Mobile network and 75 MPS on AT&T, regardless of which use case is selected. Therefore they should apply using Low Volume Standard Registration. Standard Twilio platform messaging rate limits still apply. 

K-12 schools, distance learning centers, and ISVs that serve these organizations

K-12 schools, distance learning centers, and ISVs that serve these organizations will be able to register for the following use cases:

  • K-12 Education: Communications sent on behalf of K-12 schools and distance learning centers. Additional post-approval by carriers is required for this use case.
  • Other standard and special use cases are also available for registration, based on organization type.

Details about the K-12 Education Campaign type

There are two major differences between the K-12 Education Campaign type and most other use cases: per-number MPS, and the ability to use a single Campaign for many schools.

First, MPS throughput limits for the K-12 Education use case are applied per-number, instead of per-campaign like most other Campaign types. The MPS throughput for K-12 Education use cases is 12 MPS per Twilio number per major US network, for a total of 36 MPS per phone number to all major US networks.

Second, ISV customers registering for K-12 Education clients are not required to create separate secondary brands for each K-12 school. Instead, a single K-12 Education Campaign under the ISV's own Brand can house phone numbers belonging to multiple schools. Because of the per-number throughput described above, using a single Campaign for many schools will not negatively impact your throughput.

There is just one important exception to the above policy: if you are an ISV and you serve some of your messaging traffic at no cost to your client school(s), you should register all your free traffic as a separate K-12 Education Campaign from your paid client traffic. This is recommended in case of potential fee benefits that are being considered by carriers. Twilio will update our documentation with details about any such fee benefits when information becomes available.

ISV Considerations

If you are an ISV registering campaigns on behalf of your clients, it is important to note that the use cases you will qualify for are based on your client’s A2P brand, not your primary A2P brand for the ISV itself. Based on the entity types that your ISV has as clients, you will have access to the use cases that each client’s brand qualifies for based on their nonprofit designation and/or government agency status. When registering campaigns on behalf of your clients, you will associate them with each individual client’s A2P brand.

Please note, however, that ISVs are not only limited to sending messages on behalf of their customers. As an ISV, you can also register campaigns to send messages for your own company's brand, in addition to your clients’.

 

 

4. How to register campaign use cases

Campaign use cases can be registered as part of the 10DLC Onboarding experience in the Twilio Console.

Each registered campaign is linked to a Twilio Messaging Service. You’ll need at least one Twilio Phone Number inside of a Messaging Service to complete use case registration. After connecting your campaign to a Messaging service, you’ll select your campaign use case (described in detail above), and provide some additional context on your campaign including a description and two sample messages.

When selecting your campaign use case in the Console, you will only be able to see and select the use cases that your brand qualifies for. This is to help ensure that you choose campaign types for which your brand is approved to register.

An A2P brand may have one or more campaign use cases. However, the registration process is the same for each campaign use case that you create.

ISV Considerations

You will need to register campaigns for all of your clients to complete 10DLC registration on their behalf. If using the Standard Brand ISV API Walkthrough, complete Step 4 and Step 5 to register campaigns on behalf of your clients.

When calling the API in Step 5.1 to Fetch possible A2P campaign use cases, note that the use cases returned will only be the use cases for which your client’s brand qualifies. This will help you ensure that you select a use case that will be successfully registered in Step 5.2, Create A2P Messaging campaign use case.

Be sure to use the correct Brand Registration SID of the target brand that you’d like to associate the campaign with when querying possible A2P campaign use cases, and creating the use case. 

Getting Started

Now that you’ve reviewed details about how nonprofit and government organizations should complete A2P 10DLC registration, it’s time to get started! You can visit the guides below for the complete step-by-step instructions.

START A2P REGISTRATION NOW

 

FAQ for Nonprofit and Government Guide to A2P 10DLC

How can I get access to waived T-Mobile carrier fees for 501(c)(3) / Charity, Emergency, and K-12 Education Use Cases?

See the pricing section in our Special Use Case support article for more information about fee waivers for 501(c)(3) / Charity, Emergency, and K-12 Education Special Use Cases.

Is user consent mandatory for sending messages using A2P 10DLC?

Yes. Twilio’s Messaging Policy applies to text messages sent using A2P 10DLC.

How is the 6,000 message per day threshold calculated? Is this based on an average message volume over time, or based on a single day of the year?

You should register for Standard Brand A2P 10DLC if you ever expect your message volume to exceed 6,000 messages in a single day. There is not currently a path to "upgrade" from Low Volume Standard to Standard, so you will need to re-register if you exceed 6,000 messages per day. 

How does the throughput (Messages per Second or MPS) for my A2P 10DLC campaign(s) relate to throughput for carriers other than AT&T and T-Mobile?

Your messaging throughput on AT&T is matched by all other major networks, including Verizon and T-Mobile. Your throughput for minor networks will match this throughput as well, up to a maximum up 10 MPS per-network. More details about throughput for each use case type is available in this support article.

Nonprofit and Government entities qualify for Special Use Cases that offer messaging fee and throughput benefits on 10DLC. How is my status as one of these entities verified?

When an A2P brand registration for US 10DLC messaging is submitted to Twilio via the Trust Hub, we send this information to our carrier partners for review. In addition to the standard checks performed on all brands to verify the identity of the organization, carriers perform a check to verify that an organization is a nonprofit or government entity based on the provided EIN and legal name. The brand’s information is cross-referenced with multiple data sources including but not limited to the IRS Tax Exempt Organizations database.

I was not verified as a nonprofit or government and I don’t see the option to register the campaign use cases I was expecting. What can I do to fix this?

If your brand was not recognized as a nonprofit or government entity during the automated verification process, Special Use Cases reserved for tax-exempt entities will not be added to your brand’s list of available use cases because 501(c) status was not confirmed.

To correct this issue, click the link and follow the instructions in Console to submit supporting documentation that demonstrates your nonprofit or government entity status.

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If the documentation provided is accepted by our carrier partners, your brand registration will be updated to reflect nonprofit/government status and a new Trust Score will be generated.

 

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  • Government Entities will be asked to provide:
      • A dated letter on official letterhead from a US-based government entity stating that the organization is considered an instrument of a municipal, state, or federal government entity.
  • Nonprofit Entities will be asked to provide:
      • An IRS nonprofit determination letter or Tax Form 990 from the latest tax year, that has been filed and accepted by the IRS. If not already accessible to you, we encourage you to use the IRS Tax Exempt Organization Search to find your entity’s qualifying tax-exempt status documentation.

ISVs using the API can send an email directly to 10dlc-onboarding@twilio.com to initiate a manual review by providing the following information:

Email Subject line: Tax Exempt Verification - <Customer Name>

  • Government Entities should provide:
      • Account SID: The Twilio Account SID that houses the A2P brand in question
      • Brand Friendly Name: The friendly name of the brand as it appears in the Twilio Console or the API
      • Supporting Documentation: A dated letter on official letterhead from a US-based government entity stating that the organization is considered an instrument of a municipal, state, or federal government entity.
  • Nonprofit Entities should provide:
    • Account SID: The Twilio Account SID that houses the A2P brand in question
    • Brand Friendly Name: The friendly name of the brand as it appears in the Twilio Console or the API
    • Supporting Documentation: An IRS nonprofit determination letter or Tax Form 990 from the latest tax year, that has been filed and accepted by the IRS. If not already accessible to you, we encourage you to use the IRS Tax Exempt Organization Search to find your entity’s qualifying tax-exempt status documentation.

Before sending the email to our support team, please verify the following:

  • You have already registered your A2P brand
  • The A2P brand was registered with the “Nonprofit” or “Government” company type

How does A2P 10DLC impact messaging conducted on U.S. phone numbers used for sending text messages internationally?

A2P 10DLC registration is a requirement for messaging U.S. consumers who are using AT&T or T-Mobile. If you are messaging users outside the United States on different providers, these requirements do not apply. 

I’m an ISV that serves both for-profit and nonprofit customers. How should I register my customers’ brands and campaigns?

You should register customers as secondary brands based on the type of organization they are, and register customer campaign use cases based on the applicable use case. For example, a private business should be registered with the “Private”  company type and a 501(c)(3) should be registered as Nonprofit. A2P 10DLC messaging fees and MPS throughput will reflect the organization and use case type for each of your customers. For customers sending below the 6,000 messages per day threshold, you can use Low Volume Standard Brand registration.

If I use a toll free number or short code for text messaging, do I need to register these numbers and use cases for A2P 10DLC?

No. You will only need to register for A2P 10DLC if you are sending text messages using 10-digit local long codes. These new requirements do not apply to toll-free or short code messaging.

Does my organization type impact whether I register as Low Volume Standard or Standard?

Yes, Verified Government Entities and 527 Organizations with a valid CV token will receive unlimited daily message caps on the T-Mobile network. Therefore, they can register using Low Volume Standard Registration regardless of messaging volume. However, secondary vetting may be necessary to verify a Government Entity’s status if initial verification fails. In this case, it would be enabled by Twilio and the $40 secondary vetting fee would apply.

My organization includes multiple departments or divisions, such as a federated nonprofit or a university. Can departments and divisions register for A2P 10DLC separately, or do we need to manage our registration from a single account?

Your organization can register your brand for A2P 10DLC multiple times from multiple accounts. Your organization will be verified each time you register.

How do I know if I should register my campaign use case as Charity/501(c)(3)?

Eligibility for special use cases, such as Charity/501(c)(3), is managed automatically during registration. You should register your brand in accordance with your organization type (e.g. nonprofit, government) and then the use cases for which you are eligible will be provided to you. For example, if you are a public university or church that is registered as a 501(c)(3), this will be identified automatically during A2P 10DLC brand registration.

My organization uses Twilio SMS through a 3rd party platform, such as REDCap or a church CRM with a Twilio integration. Do I need to register for A2P 10DLC?

Yes, all organizations need to register for A2P 10DLC. If you send fewer than 6,000 messages per day you may register as a Low Volume Brand. During registration you will need to associate your Twilio phone number(s) with a Messaging Service. In most cases, associating your phone number(s) with a messaging service will not have any impact on your text messaging through that 3rd party service. For questions about your specific use case, we recommend contacting your 3rd party solution provider.

Why does Twilio refer to a Trust Score when The Campaign Registry refers to a Vetting Score? 

Trust Score was the original term used when the new A2P 10DLC requirements were rolled out by carriers. Given the dynamic nature of the messaging ecosystem, our goal was to ensure our customers experienced a familiar naming convention. The important concept to keep in mind is that there is a scoring system that is based on vetting by carriers. This system dictates the maximum throughput and daily volumes a customer can send. That being said, it’s important to review your specific Special Use Case if the Trust Score applies to your organization. Many Special Use Cases have their own throughput designation that is separate from the Trust Score.

The MPS throughput provided through the use case I qualify for is too low for my needs. How can I increase my MPS?

In most cases, A2P 10DLC use cases will be more than sufficient for organization messaging needs. If A2P 10DLC messaging does not provide you with adequate MPS throughput, we recommend speaking with a Twilio specialist to discuss alternative messaging options, such as a short code or toll-free number.

What happens if I exceed my MPS throughput?

Different carriers treat messages differently when the sender exceed their throughput. For messages sent over T-Mobile that exceed T-Mobile daily caps, messages will fail and receive a 30022 error code. Messages sent over AT&T that exceed MPS throughput will be queued and enqueued in the order in which they were sent, according to the sender’s MPS throughput. If a sender exceeds the queue length (set to 4 hours by default, but is configurable), they will receive a 30001 error code.

I currently pay for Twilio using credits provided by the Twilio.org Impact Access Program. Can these credits be used for carrier fees for A2P 10DLC?

Yes, A2P 10DLC registration and messaging fees are billed directly to your Twilio account and your Impact Access credits will cover these fees until your credits are fully consumed.

If I have registered with The Campaign Registry directly, do I also need to register for A2P 10DLC through Twilio?

If you are a direct customer using Twilio to send text messages using A2P 10DLC, you will need to register through Twilio. If you are an ISV, you can apply for an exception to register with The Campaign Registry directly. You will then need to associate your Twilio Messaging Service with an externally registered campaign. More information is available in this support article.

My 501(c)(3) organization has multiple use cases, e.g. we use one number for 1-1 support and a pool of numbers for mass notifications. Should I register these as separate campaign use cases or combine into one Charity/501(c)(3) campaign?

If your 501(c)(3) uses separate Messaging Services for your use cases, you will need to register two campaigns. If you use a single messaging service, you can describe your use case and register your campaign once. Ultimately, the goal is to provide transparency into the messages you are sending so that carriers will be able to route your messages to recipients effectively. For more information about campaign use case designations and how to select the appropriate use case for other brand types, visit this support article.

I am an ISV with clients that use multiple ISVs (multisource) to conduct their messaging. How is throughput managed for a single client using multiple providers? Is throughput shared across providers or summed across all providers?

MPS throughput is managed on a per-campaign basis. In this example, a client would receive the MPS throughput designated for their campaign use case for each of the applicable ISV providers, summed.

My organization, or a client of mine, has multiple incorporated tax-exempt entities for different activities that each plan to send text messages using 10 digit long codes. For instance, a single organization that has incorporated both as a 501(c)(3) and a 501(c)(4) tax-exempt entity. How should we register for A2P 10DLC?

Each incorporated entity should have its own unique EIN. You should register a separate A2P brand for each discrete 501(c) entity associated with your organization, using the specific EIN allocated to that entity. This is important because nonprofits with different IRS tax-exempt statuses are treated differently during A2P registration. For instance, verified 501(c)(3) nonprofits qualify for the Charity special use case, but not the Political special use case — while 501(c)(4)s, (c)(5)s and (c)(6)s qualify for Political special use case, but not Charity. Registering separate brands for each incorporated tax-exempt entity will ensure that you receive the proper treatment from the carrier ecosystem and are registering your traffic in accordance with carrier rules.

I am a college or university or am registering on behalf of a higher education institution. What company type should I use to register my brand?

Public colleges and universities are welcome to register using either the Government or Nonprofit company type, assuming that your school has registered for 501(c)(3) status with the IRS. If you register as a Nonprofit, you must use an EIN that is recognized in the US IRS charity/nonprofit databases. Private colleges and universities should register as Nonprofit only if they can submit an EIN that is recognized in the US IRS charity/nonprofit databases or provide documentation that demonstrates this status.

I am a 527 Political Organization. Should I register my A2P brand with the Nonprofit company type?

Yes. 527 Political Organizations should register using the Nonprofit company type. This company type is a prerequisite to importing a Campaign Verify token to an A2P brand, which is a requirement for 527 Political Organizations.











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