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. If you have submitted your initial request via a csv file to support, please re-download the form found on this page and submit it via another support ticket..
Notice: As of July 11, 2023 users are able to submit Toll-Free Verification requests via the Messaging Compliance API or in Console, which supports editing your Toll-Free verification request and resubmitting to Twilio. For more information on the Toll-Free Verification process please see Toll-Free Verification in the US and Canada.
Toll-Free verification submissions that are eligible for resubmission will be left in a Pending state while waiting for the requested information. If no response is received within 7 days, the submissions will expire and you will have to submit a new submission.
Table of contents
- Rejection types eligible for resubmission
- Rejection types ineligible for resubmission
- What happens to my traffic if my Toll-Free number is rejected?
- My verification request was rejected, and is ineligible for resubmission - What can I do?
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 table below, and then re-submit your Toll-Free Verification request with the updated information.
| Error Code | Rejection category | Rejection reason | Correction needed |
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Content Violation - SHAFT - Alcohol with no robust age gate - Eligible for Resubmission with robust age gate |
Age gate on site or in submission was similar to: “Are you 18/21+” Click Yes or No |
Changing the Age gate to be collecting the Birthday in the form of Month/Day/Year. Example: Please Enter Your Birthday: MM/DD/YYYY |
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Campaign Violation - Age Gate Not Present / Not Acceptable - Eligible for Resubmission with Robust Age Gate implemented |
Age gate on site or in submission was similar to: “Are you 18/21+” Click Yes or No |
Changing the Age gate to be collecting the Birthday in the form of Month/Day/Year. Example: Please Enter Your Birthday: MM/DD/YYYY |
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High Risk - Public URL Shortener - correct to branded url domain |
Link is a free public domain link associated with high abuse rates |
Update link to show brand or paste full unshortened link to website |
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High Risk - Non-secured URL - correct to https:// |
Rejected for insecure URL in message contents - only secure urls may be sent via A2P |
Adding the https protocol |
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Invalid Information - Can't Verify Business Information - Correct Business Information / Address / Contact / URL - Eligible for Resubmission |
Business information could not be verified, was not provided, is not valid |
Provide the end user business information in all fields |
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Invalid Information - Can't Validate URL - Website is not accessible / not available - Eligible for Resubmission |
Corporate URL/Website provided did not resolve, is not yet live, says “Coming Soon”, password protected, etc |
Ensure the Corporate URL/Website is live, working, and publicly accessible |
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Invalid Information - ISV Contact Information Provided, Need Assigned End User - Eligible for Resubmission |
Business information provided is an ISV or not the end user that will be sending out SMS content |
Providing the end-user business name, address, first and last name contact, email address, and URL that will be directly engaging with the SMS subscriber/mobile handset |
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Opt-in - Not sufficient for campaign type - Express Consent Required - Eligible for Resubmission |
Use case is Marketing/Promotional, but Express consent is not collected |
Express Consent is specifically gaining approval from the handset end user to receive marketing messaging. This approval cannot be part of a transaction, terms of service, or privacy policy. It must be a stand alone approval. |
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Opt-in - Consent for messaging is a requirement for service - Eligible for Resubmission |
Opt in provided does not include language that the mobile user is consenting to receive SMS messaging. Users signing up their email address is not consent for SMS. |
Gain approval for sending SMS messaging. This does not include the customer simply providing their phone number as part of a transaction, filling out a form, etc. There must be language the customer understands giving their phone number means they are signing up to receive SMS |
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Opt-in - No opt-in provided - Eligible for Resubmission |
*Opt in field was left blank, filled with “N/A”, “see attached” - but not included *Opt in image/URL does not show where or how the handset end user opts in to receive SMS *“Opt in” is part of Terms of Service or Privacy Policy *Opt in links provided are behind login/password secure links *Opt in links are expired or private such i.e. Google Drive *Opt in links provided go to a page where information needs to be filled into progress through. I.e Job Application form where information needs to filled in to progress to opt in page *Opt in field includes only “Online”, “Text to Join”, “Keyword” *Opt in provided on another internal ticket and not on the Verification Submission *Opt in image provided was not clear/high resolution enough for consent language to be read *For bulks - opt in was provided on individual tickets and not on the csv |
*Provide the opt in collected showing the approval and consent from the handset end user to receive SMS *Provide the opt in collected showing the approval and consent from the handset end user to receive SMS *Provide updated opt in that is outside of terms or service or privacy policy *Provide publicly accessible links *Provide active and publicly accessible links *Provide a screenshot of the opt in or direct link to where the handset end user opts in *Provide where online such as a URL or screenshot, provide the keyword and where the handset end user finds this keyword, etc. *Provide as much detail as possible with screenshots, pictures of POS, pictures of signage with Keywords or other means to show how the handset user opts in *Provide the opt in from the other ticket/channel in the Verification Submission *Provide a clear and readable image for opt in assessment *Provide the opt in on the bulk csv |
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Opt-in is shared with 3rd Parties - Remove language for information sharing / Add language that opt-in is not allowed - Eligible for Resubmission |
Opt in language includes that SMS will come from business the customer is signing up with but also from other affiliates, partners, etc. |
End practice of sharing opt in for multiple businesses and opt in is only a 1:1 for opt in |
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Campaign Violation - Single Number Used for Multiple Businesses - please assign a TFN per business - Eligible for resubmission |
One number is being used for multiple businesses |
Get 1 number for each business |
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Additional Information Requested - Justification for more than 5 numbers / business |
More than 5 numbers listed with the same business name and address |
Explain why 1 business at 1 location/address needs more than 5 numbers. Are they for different agents at one location? Are they used for different departments in a single location? Different locations (like a franchise) - is so, provide the address to each location |
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)".
| Error Code | Rejection Category | Rejection reason |
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Content Violation - SHAFT - Sex - Not Eligible for Resubmission |
Submission included content such as nudity, pornography, sex toys, or other adult content |
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Content Violation - SHAFT - Hate - Not Eligible for Resubmission |
Submission included speech that is hateful, profanity, violent, incites violence, or similar speech |
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Content Violation - SHAFT - Firearms - Not Eligible for Resubmission |
Submission included: Firearms, Ammo, Gun Ranges (Common for guns to be sold at Gun Ranges) |
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Content Violation - SHAFT - Tobacco / Vape - Not Eligible for Resubmission |
Submission included products such as: Cigarettes, Cigars, Tobacco Products (Chew, etc), Vape, Vape Juice, or similar items |
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Content Violation - SHAFT - CBD/Marijuana - Not Eligible for Resubmission |
Submission included products such as: Cannabis, Marijuana, CBD, THC, Hemp or similar items |
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Known Spam Campaign - Not Eligible for Resubmission |
Spam/Fraud team has flagged the number/business/traffic for spam or fraud |
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Disallowed Content - Loan Marketing - Not Eligible for Resubmission |
Submission includes mortgage, auto, student, personal, payday or other loans being marketed |
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Disallowed Content - 3rd Party Debt Collection - Not Eligible for Resubmission |
First party opt in by nature of the business is not present |
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Disallowed Content - Gambling - Not Eligible for Resubmission |
Submission includes Casino, Betting, or Gambling |
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Disallowed Content - Sweepstakes - Not Eligible for Resubmission |
Submission includes sweepstakes, contest, other prize awards |
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Disallowed Content - Stock Alerts - Not Eligible for Resubmission |
Submission includes information around stock, the stock market, and similar content |
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Disallowed Content - Cryptocurrency - Not Eligible for Resubmission |
Submission includes Cryptocurrency, NFTs, Block chain and other similar currencies |
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Disallowed Content - Risk Investment - Not Eligible for Resubmission |
Campaign represents a fiscal transaction where end users are promised a return on initial investment |
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Disallowed Content - Debt Reduction - Not Eligible for Resubmission |
Submission includes content about consolidating or reducing debt |
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Disallowed Content - Credit Repair - Not Eligible for Resubmission |
Submission includes content about repairing/improving credit |
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Disallowed Content - 3rd Party Lead Generation - Not Eligible for Resubmission |
Personal customer information is shared outside of the end business with Partners, Affiliates, 3rd Parties or other businesses the mobile user has not directly opted in to receive SMS or have their information shared with |
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Disallowed Content - Federally Illegal Substances - Not Eligible for Resubmission |
Any federal illegal substances |
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Known Phishing Campaign - Not Eligible for Resubmission |
Spam/Fraud team has flagged the number/business/traffic for phishing campaigns |
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High Risk - Fraud - Not Eligible for Resubmission |
Spam/Fraud team has flagged the number/business/traffic for spam or fraud |
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High Risk - Deceptive Marketing - Not Eligible for Resubmission |
Campaign was assessed for deceptive marketing tactics |
What happens to my traffic 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, your Toll-Free number will stay in a Pending state for up to 7 days, which allows your traffic to continue to send while you provide an amended submission with the information / changes requested. After 7 days, if your Toll-Free number submission is not amended, your traffic will move back to Restricted and you will have to submit a new Toll-Free verification request.
If your Toll-Free number is rejected and is listed in the Rejection types ineligible for resubmission table above, your Toll-Free number will move to a Blocked state 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.