Question
Why was my toll-free verification rejected?
Product
Programmable Messaging
Answer
If your Toll-Free verification request fails for eligible reasons, you can correct and resubmit your request. For a full list of eligible rejection reasons see below.
If eligible, you can resubmit your Toll Free verification after correcting the identified content violation either via the Console or API.
If your verification is eligible for resubmission, you can edit your submission and resubmit it to Twilio for review. It's best to edit and resubmit within 7 days. When no edit is received within 7 days, the submissions will expire. An expired submission will be reviewed, but is no longer prioritized, so time to process is similar to a new submission. Continue on to find the category your rejection falls under and take the necessary action.
Notice: As of May 15, 2025, The following new Toll-Free Verification error codes have been added for more granularity. These new codes are designed to give you clearer, more actionable feedback when a submission doesn’t go through— so you can fix issues faster and keep things moving. These new codes will appear in: API responses, Webhooks, Email notifications and Twilio Console.
If you’re a customer that has set up custom logic to handle TFV errors—like mapping them in dashboards or internal tools—be sure to review and update your error mapping to reflect the new codes.
| Error Code | Rejection Category/Reason | Resubmittable? |
| 30481 | Customer Requested Cancellation | No |
| 30482 | Business email must use an official domain | Yes |
| 30483 | Contact must be a business representative | Yes |
| 30484 | Business name and official records do not match | Yes |
| 30485 | Official business registration documents required | Yes |
| 30487 | Charitable organization must provide 501(c)(3) verification | Yes |
| 30488 | Doing Business As (DBA) name must be accurately provided | Yes |
| 30527 | Business Registration Number is missing or invalid | Yes |
| 30489 | Website must be established and active | Yes |
| 30490 | Social platform must be established and active | Yes |
| 30491 | Website is password-protected or requires login | Yes |
| 30492 | Business website URL must display branding | Yes |
| 30493 | Privacy policy or terms URL missing or inaccessible | Yes |
| 30494 | Independent Software Vendor (ISV) or reseller name must be provided | Yes |
| 30495 | Projected message volume exceeds use case limits | Yes |
| 30496 | Use case and use case summary are inconsistent | Yes |
| 30497 | Use case summary is incomplete | Yes |
| 30498 | Opt-in workflow must match submission details | Yes |
| 30499 | Message content doesn't align with use case | Yes |
| 30486 | HELP keyword response must meet requirements | Yes |
| 30501 | Political campaigns must have a Campaign Verify token | Yes |
| 30502 | Political campaigns must submit Federal Election Commission (FEC) ID | Yes |
| 30503 | Confirmation message missing required details | Yes |
| 30504 | Single opt-in cannot cover multiple use cases | Yes |
| 30505 | Opt-in must be optional, not mandatory | Yes |
| 30506 | Opt-ins must clearly reflect end business | Yes |
| 30507 | Opt-in does not match use case | Yes |
| 30508 | Pre-selected opt-in checkbox is not allowed | Yes |
| 30509 | Opt-in URL not accessible | Yes |
| 30510 | Opt-in example must be complete and branded | Yes |
| 30511 | Verbal consent script must be provided | Yes |
| 30512 | Age gate required for age-restricted content | Yes |
| 30513 | Opt-in not sufficient: language unclear | Yes |
| 30515 | Valid opt-in required for all submissions | Yes |
| 30516 | Double opt-in required for this use case | Yes |
| 30517 | Shopping cart reminders must follow specific guidelines | Yes |
| 30518 | Call-to-action missing required disclosures | Yes |
| 30519 | Privacy policy required for personal data collection | Yes |
| 30520 | Privacy policy mentions sharing opt-in data | Yes |
| 30521 | Opt-in data cannot be shared with third parties | Yes |
| 30522 | SMS terms must be accessible and compliant | Yes |
| 30523 | High-risk domain reputation detected | No |
| 30524 | Potential fraud risk identified | No |
|
30525 |
Public URL shorteners not allowed | Yes |
| 30526 | High-risk domain issues | No |
| 30528 | Disallowed: Non-federally compliant use case | No |
| 30529 | Disallowed: Alcohol promotions without age verification | No |
Rejection types eligible for resubmission
Each of the below rejection codes are eligible for resubmission. To resolve these issues, please take the corrective action(s) outlined in the linked error code(s) from table below, and then re-submit your Toll-Free Verification request with the updated information.
| Error Code | Rejection Category/Reason | Resubmittable? |
| 30437 | Edit time expired | Yes |
| 30445 | Could not validate business information | Yes |
| 30446 | Opt-in not sufficient - express consent required | Yes |
| 30447 | Phone Number Error | Yes |
| 30448 | Age Gate | Yes |
| 30449 | Sample message URL issues in sample message | Yes |
| 30451 | Address Invalid | Yes |
| 30452 | Email Invalid | Yes |
| 30471 | High Risk - Non-secured URL in sample message | Yes |
| 30472 | Could not verify Business | Yes |
| 30473 | Cannot validate business website URL | Yes |
| 30474 | ISV contact info provided, need end business info instead | Yes |
| 30475 | Opt-in not sufficient: Cannot combine consent for messaging with requirement for service | Yes |
| 30476 | Opt-in not provided | Yes |
| 30477 | Opt-in not sufficient: Third party information sharing not allowed | Yes |
| 30478 | Single phone number used for multiple businesses | Yes |
| 30479 | Justification needed for more than five Toll-Free phone numbers per business | Yes |
Rejection types ineligible for resubmission
Each of the below rejection errors are due to forbidden messaging categories, and are therefore ineligible for resubmission. Please note that in addition to Toll-Free Messaging content restrictions, any use cases that violate Twilio's Acceptable Use Policy or Messaging Policy are also not allowed on Twilio's platform, regardless of number/sender type or destination country.
Notice: Users who disagree with their rejection can Contact Support to request an appeal. In your request, please include the original ticket number (if applicable), the details of your appeal, and the subject line "Toll-Free Verification Rejection Appeal for (your business name or number)".
Also, we now provide a "Delete" option in the Twilio Console and API for situations where you may have experienced a rejection in one of the categories below, but fully understand the reason for rejection and simply need to submit a new request. In such instances, you'd need to delete the rejected verification record on your Twilio account before you'll see the option to submit a new one. You can find more details on when or when not to use the delete option here.
| Error Code | Rejection Category/Reason | Resubmittable? |
| 30440 | Unknown Error | No |
| 30441 | Disallowed - SHAFT - Sex | No |
| 30442 | Disallowed - Spam | No |
| 30443 | Disallowed - Loan marketing | No |
| 30444 | Disallowed - Fraud | No |
| 30455 | Disallowed: SHAFT - Hate | No |
| 30456 | Disallowed - SHAFT - Alcohol | No |
| 30457 | Disallowed - SHAFT - Firearms | No |
| 30458 | Disallowed - SHAFT - Tobacco/Vape | No |
| 30459 | Disallowed - SHAFT - Cannabis/CBD | No |
| 30460 | Disallowed - Third party Debt Collection | No |
| 30461 | Disallowed - Gambling | No |
| 30462 | Disallowed - Sweepstakes | No |
| 30463 | Disallowed - Stock Alerts | No |
| 30464 | Disallowed - Cryptocurrency | No |
| 30465 | Disallowed - Risk Investment/Get Rich Quick Schemes | No |
| 30466 | Disallowed - Debt reduction | No |
| 30467 | Disallowed - Credit Repair | No |
| 30468 | Disallowed - Third party lead generation | No |
| 30469 | Disallowed - Illegal Substances/articles | No |
| 30470 | High risk - Third-party lead generation services and marketing: Deceptive marketing | No |
| 30480 | Disallowed - Phishing | No |
Additional Information
What happens to my verification if my Toll-Free number is rejected?
If your Toll-Free number is rejected for one of the reasons listed in the Rejection types eligible for resubmission table above, you will have up to 7 days to provide an amended submission with the information / changes requested, which allows you to keep your spot in line. After 7 days, if your Toll-Free number submission is not amended it will expire and you will lose your spot in line. You can still edit and resubmit an expired submission, but will no longer be prioritized, so the time to process is similar to a new submission..
If your Toll-Free number is rejected and is listed in the Rejection types ineligible for resubmission table above, your Toll-Free number will not be able to send messages and your traffic will be blocked with a 30032 error.
My verification request was rejected, and is ineligible for resubmission - What can I do?
If your Toll-Free Verification request was rejected and is ineligible, you may be able to use another Twilio product to reach your recipients.
The Twilio Sendgrid Email API is an option for many of the above use cases. For example, cannabis- or CBD-related messaging may be conducted via email, as long as you have proper age gating in place and are sending toward recipients in a locale where the substance is legal. In addition, the Twilio Programmable Voice product is not subject to the same carrier restrictions as SMS.
For more information about cannabis-related messaging alternatives, see Can I send cannabis or CBD-related messaging traffic on Twilio.