Why Was My Toll-Free Verification Rejected? – Twilio Support

Question

Why was my toll-free verification rejected?

Product

Programmable Messaging

Environment

legacy Twilio Console

Answer

Notice: Beginning September 15, 2026, Toll-Free verification and registration move to a single, unified content and messaging policy shared across Twilio's Toll-Free Verification and A2P 10DLC programs. As part of this change, Twilio is introducing new, more specific rejection error codes and refining several existing ones so that the reason for a rejection, and the exact fix, is clearer. See Error Code Changes Effective September 15, 2026 for more details.

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 Twilio 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.

Error Code	Rejection Category	Rejection Reason	Correction Needed
30475	Invalid Opt-in	Opt-in not sufficient: Cannot combine consent for messaging with requirement for service	Ensure your opt-in mechanism is not forcing the consumer to opt-in to messaging as a requirement of using your service. Ensure your opt-in mechanism is a distinct action during a consumer's sign up for your service. An opt-in call-to-action (CTA) with a checkbox must be unchecked by default. Consent cannot be a requirement for your business's service. A business may not combine collecting a consumer's phone number with opting-in to receive marketing messaging.
30498	Invalid Opt-in	Opt-in workflow must match submission details	Verify the opt-in workflow description in your submission matches the actual opt-in example provided. Update either the opt-in workflow description or the provided example to ensure consistency Make sure your description accurately reflects your actual opt-in process Provide examples that match the exact opt-in method you've described Ensure all aspects of your submission align with your actual business practices
30509	Opt-in URL not accessible	The URL provided for your opt-in example is inaccessible.	Provide a publicly accessible URL that does not require login credentials Verify the URL is functional and leads directly to the opt-in example before submission Host the opt-in example on a public page specifically for verification purposes If the opt-in process is behind authentication, provide screenshots instead If using screenshots, ensure they clearly show the complete opt-in process
30521	Opt-in data sharing	Opt-in data cannot be shared with third parties	Ensure your verification states that you do not share or sell mobile phone numbers, SMS opt-in data, or text messaging originator consent with third parties or affiliates for marketing or promotional purposes. Remove all language that allows sharing opt-in data with third parties If applicable ensure to state mobile information may be shared only with service providers that assist in delivering our services. Update your privacy policy and terms to include specific language prohibiting the sharing of consent: "The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties." Ensure your business practices maintain consent as a direct 1:1 agreement between consumer and message sender Make it clear that opt-in cannot be transferred or sold

Rejection types eligible for resubmission

Rejection codes that are eligible for resubmission can be resolved. Please take the corrective action(s) outlined in the linked error code(s) from table above, and then re-submit your Toll-Free Verification request with the updated information.

Error Code	Rejection Category/Reason
30482	Business email must use an official domain
30483	Contact must be a business representative
30484	Business name and official records do not match
30485	Official business registration documents required
30487	Charitable organization must provide 501(c)(3) verification
30488	Doing Business As (DBA) name must be accurately provided
30527	Business Registration Number is missing or invalid
30489	Website must be established and active
30490	Social platform must be established and active
30491	Website is password-protected or requires login
30492	Business website URL must display branding
30493	Privacy policy or terms URL missing or inaccessible
30494	Independent Software Vendor (ISV) or reseller name must be provided
30495	Projected message volume exceeds use case limits
30496	Use case and use case summary are inconsistent
30497	Use case summary is incomplete
30498	Opt-in workflow must match submission details
30499	Message content doesn't align with use case
30486	HELP keyword response must meet requirements
30501	Political campaigns must have a Campaign Verify token
30502	Political campaigns must submit Federal Election Commission (FEC) ID
30503	Confirmation message missing required details
30504	Single opt-in cannot cover multiple use cases
30505	Opt-in must be optional, not mandatory
30506	Opt-ins must clearly reflect end business
30507	Opt-in does not match use case
30508	Pre-selected opt-in checkbox is not allowed
30509	Opt-in URL not accessible
30510	Opt-in example must be complete and branded
30511	Verbal consent script must be provided
30512	Age gate required for age-restricted content
30513	Opt-in not sufficient: language unclear
30515	Valid opt-in required for all submissions
30516	Double opt-in required for this use case
30517	Shopping cart reminders must follow specific guidelines
30518	Call-to-action missing required disclosures
30519	Privacy policy required for personal data collection
30520	Privacy policy mentions sharing opt-in data
30521	Opt-in data cannot be shared with third parties
30522	SMS terms must be accessible and compliant
30525	Public URL shorteners not allowed
30527	Business Registration Number is Missing or Invalid

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
30440	Unknown Error
30441	Disallowed - SHAFT - Sex
30442	Disallowed - Spam
30443	Disallowed - Loan marketing
30444	Disallowed - Fraud
30455	Disallowed: SHAFT - Hate
30456	Disallowed - SHAFT - Alcohol
30457	Disallowed - SHAFT - Firearms
30458	Disallowed - SHAFT - Tobacco/Vape
30459	Disallowed - SHAFT - Cannabis/CBD
30460	Disallowed - Third party Debt Collection
30461	Disallowed - Gambling
30462	Disallowed - Sweepstakes
30463	Disallowed - Stock Alerts
30464	Disallowed - Cryptocurrency
30465	Disallowed - Risk Investment/Get Rich Quick Schemes
30466	Disallowed - Debt reduction
30467	Disallowed - Credit Repair
30468	Disallowed - Third party lead generation
30469	Disallowed - Illegal Substances/articles
30470	High risk - Third-party lead generation services and marketing: Deceptive marketing
30480	Disallowed - Phishing
30481	Customer Requested Cancellation
30523	High-risk domain reputation detected
30524	Potential fraud risk identified
30526	High-risk domain issues
30528	Disallowed: Non-federally compliant use case
30529	Disallowed: Alcohol promotions without age verification

Error Code Changes Effective September 15, 2026

Beginning September 15, 2026, Toll-Free verification and registration move to a single, unified content and messaging policy shared across Twilio's Toll-Free Verification and A2P 10DLC programs. As part of this change, Twilio is introducing new, more specific rejection error codes and refining several existing ones so that the reason for a rejection, and the exact fix, is clearer.

What this means for you: if a submission is rejected on or after September 15, you may see one of the new error codes below instead of a broader, general code. Each new code names a single, specific issue and the action needed to resolve it. All of the new codes are eligible for resubmission: correct the identified issue and resubmit.

New error codes (effective September 15, 2026)

Error Code	Category	What it means	Correction needed
30532	Business Information	Personal use cases are not supported	Update your submission to describe a valid business use case, then resubmit.
30533	Business Information	Person-to-person (P2P) use cases are not supported	Update your submission to describe an application-to-person (A2P) use case, then resubmit.
30534	Business Information	Testing use case is missing business or program details	Provide accurate business details, including a live website, valid address, and correct contact information.; Add a detailed testing use case description with supporting documentation that identifies the recipients.; Confirm that messaging is strictly internal and that no messages will be sent to external recipients, then resubmit.
30535	Business Information	Viral messaging is missing required compliance disclosures	Limit messages to a single, non-recurring communication.; Obtain prior recipient consent and select recipients individually rather than in bulk.; Include the sender's identity, message purpose, recipient name, and an opt-out mechanism in every message.; Remove any compensation, rewards, or incentives for senders, then resubmit.
30536	Business Website	Privacy policy URL is missing or inaccessible	Provide a privacy policy URL that is publicly accessible and active.; Ensure the page includes all relevant disclosures about consumer data protection and privacy, then resubmit.
30537	Message Program Details	Business model does not match the messaging use case	Align your messaging program details with the core business model and information on your website.; Update the sample messages or website details so they are consistent, then resubmit.
30538	Message Program Details	A message sample is missing for a selected use case	Provide a unique message sample for each use case you selected, then resubmit.
30539	Message Program Details	Opt-out instructions or keywords are missing or noncompliant	Update your consent details to include standard, compliant opt-out language.; Place the instructions in plain sight on the call-to-action screen using an industry-standard phrase verbatim, such as "Reply STOP to cancel" or "Reply STOP to opt out," then resubmit.
30540	Message Program Details	Double opt-in confirmation message is required	Provide a double opt-in confirmation message that includes the brand name, program name, a "message and data rates may apply" disclosure, and help and opt-out disclosures, then resubmit.
30541	Message Program Details	Political campaign is missing an FEC or state committee ID	For federal campaigns, submit a valid FEC Committee ID. You can search committee and candidate profiles at https://www.fec.gov/data/.; For state campaigns, submit a state committee registration number or equivalent official documentation, then resubmit.
30542	Message Program Details	Political messaging must use the Political use case category	Change the submission's use case category to Political.; Ensure the message samples and description align with the Political category and include a valid Campaign Verify Token, then resubmit.
30543	Opt-In and Consent	Live opt-in link not provided	Provide the accessible link to the landing page where the live opt-in is located.; Confirm the link points to the current, publicly accessible form and matches the opt-in described in your submission.; Resubmit once the working link is included.
30544	Opt-In and Consent	Call-to-Action does not state the message purpose	Update the CTA disclosure to clearly describe the specific purpose of the messages, such as "marketing offers and promotional alerts" or "appointment reminders".; Resubmit with the updated disclosure text.
30545	Opt-In and Consent	Call-to-Action does not state message frequency	Update the CTA disclosure to explicitly state message frequency using standard phrasing such as "Message frequency varies," "1 msg per request," or "4 msgs/month".; Resubmit with the updated disclosure text.
30546	Opt-In and Consent	Opt-in agreement expired without the required changes	Provide a compliant opt-in that includes the specific modifications requested during the earlier review.; Submit proof of the fully compliant opt-in to move forward with verification.
30547	Opt-In and Consent	Call-to-Action is missing opt-out instructions	Add clear opt-out instructions to the CTA disclosure that reference a valid opt-out keyword such as STOP, UNSUBSCRIBE, END, QUIT, HALT, or CANCEL, for example "Text STOP to cancel".; Resubmit with the updated disclosure text.
30548	Opt-In and Consent	Charitable program does not separate consent for donation requests	Update the registration form to use separate, independent checkboxes for each program component.; Provide unchecked checkboxes so users can opt into informational updates without being forced to consent to donation requests, for example one checkbox for account and informational alerts and a separate checkbox for fundraising and donation messages.; Resubmit with the updated form.
30549	Opt-In and Consent	No Terms of Service link found in the opt-in flow	Include an accessible hyperlink to the Terms of Service within or immediately adjacent to the opt-in flow and the CTA disclosure text.; Resubmit once the link is in place.
30550	Opt-In and Consent	No Privacy Policy link found in the opt-in flow	Add a clear, accessible hyperlink to your compliant Privacy Policy within or adjacent to the opt-in flow and the CTA disclosure text.; Resubmit once the link is in place.
30551	Opt-In and Consent	Consent does not specify SMS or text messaging	Update the disclosure to explicitly include the terms "SMS" or "text messages", for example "By checking this box, you agree to receive SMS notifications...".; Resubmit with the updated disclosure text.
30552	Opt-In and Consent	Opt-in is not customer-facing	Submit proof of direct end-user consent, such as a customer-facing web form, paper intake form, or verbal script.; Do not use internal admin dashboards or staff-selected CRM checkboxes as opt-in proof, and resubmit with valid customer-facing proof.
30553	Opt-In and Consent	SMS is forced for two-factor authentication	Update the authentication workflow to offer at least one alternative delivery method, such as an email confirmation link, alongside the SMS option.; Resubmit once an alternative channel is available.
30554	Opt-In and Consent	Charitable donations collected insecurely over SMS	When a user texts a keyword such as "DONATE", reply with a secure HTTPS link to an external page where the donor can process payment themselves.; Remove any text-based payment collection from the messaging flow and resubmit.
30555	Opt-In and Consent	First message sent without documented prior consent	Submit visual proof of the complete opt-in sequence, clearly showing the step where the user consents before receiving the first message.; Resubmit once the full opt-in flow is documented.
30556	Opt-In and Consent	SMS consent is bundled with other communication channels	Separate SMS enrollment from all other communication channels so the user can opt into text messages independently.; Resubmit with a standalone SMS opt-in.
30557	Privacy Policy and Terms of Service	Terms of Service missing business or program name	Update the Terms of Service to explicitly state the registered business or messaging program name.; Resubmit your registration once the Terms of Service identify the business or program name.
30558	Privacy Policy and Terms of Service	Terms of Service missing message frequency disclosure	Update the Terms of Service to state the message frequency, such as "Message frequency may vary" for recurring programs.; For one-time or fixed programs, specify an exact message count.; Resubmit your registration once the message frequency is disclosed.
30559	Privacy Policy and Terms of Service	Terms of Service missing product description	Update the Terms of Service to include a clear product description outlining the types of messages subscribers will receive.; Resubmit your registration once the product description is added.
30560	Privacy Policy and Terms of Service	Terms of Service missing customer support information	Add a working support pathway subscribers can use to reach customer care directly, such as a support email address or telephone line.; Include HELP keyword instructions where applicable.; Resubmit your registration once support contact details are added.
30561	Privacy Policy and Terms of Service	Terms of Service missing opt-out information	State the cancellation keyword instructions, such as standard keywords like STOP, END, CANCEL, UNSUBSCRIBE, and QUIT.; Resubmit your registration once opt-out instructions are added.
30562	Privacy Policy and Terms of Service	Terms of Service missing message and data rates disclosure	Include explicit "Message and data rates may apply" disclosure language within the Terms of Service.; Resubmit your registration once the disclosure is added.
30563	Privacy Policy and Terms of Service	Terms of Service missing carrier liability disclosure	Add a carrier liability clause stating that wireless carriers are not liable for delayed or undelivered messages.; Resubmit your registration once the carrier liability disclosure is added.
30564	Privacy Policy and Terms of Service	Terms of Service and Privacy Policy links not near opt-in	Place direct text links labeled Terms of Service and Privacy Policy within close proximity of the call-to-action or opt-in section.; Make the links plainly visible rather than hidden inside dropdowns or pop-ups.; Resubmit your registration once the links are positioned near the opt-in.
30565	High Risk	Prescription Drugs and GLP-1s: Informational Use Only	Update your use case to strictly informational messaging, such as two-factor authentication, order and shipping updates, or account and appointment alerts.; Remove all promotional language and marketing intent from your campaign details and message samples.; Add an explicit age requirement, such as "Must be 18+ to participate," to your Terms of Service.; After making these changes, resubmit your registration for review.
30566	Disallowed Content	Academic Fraud and Cheating Services Are Prohibited	Confirm that your use case does not involve academic dishonesty, such as essay writing, exam assistance, test answer sales, ghostwriting, or impersonation services.; If your service is legitimate, update your campaign description and message samples to clearly describe your actual use case.; Once your content no longer facilitates academic dishonesty, resubmit your registration for review.
30567	Disallowed Content	Phishing and Simulated Phishing Messages Are Prohibited	Confirm that your messaging is not designed to simulate phishing or smishing attacks.; If your use case is legitimate, update your campaign description and message samples to reflect your actual messaging and remove any simulated phishing or credential-testing content.; Once your content no longer simulates phishing attacks, resubmit your registration for review.

Updated error codes (refined rejection reasons)

The following existing error codes have updated descriptions to reflect the current policy. The code number is unchanged; the rejection reason and guidance have been clarified.

Error Code	Updated rejection reason	Correction needed
30493	Terms of Service URL missing, unreachable, or lacking SMS terms	Provide a valid, publicly accessible URL to your Terms of Service.; Open the URL in a browser and confirm it loads for anyone without a login before resubmitting.; Make sure the page includes SMS disclosures covering message rates, message frequency, and how to opt out.
30497	Use case summary is incomplete or unrelated to the messaging	Provide complete, specific details describing your intended use case.; Explain clearly how and why you send messages to opted-in recipients.
30501	Political messaging: Campaign Verify token is invalid or unverifiable	Register at campaignverify.org to obtain a token, and confirm the token entered is correct and active.; Ensure the token is associated with the same political entity listed in the submission.; Verify the BRN tied to the token matches the BRN provided in the submission.; Make sure the token was issued for Toll-Free messaging and the use case is set to Political, then resubmit.
30502	Political messaging must provide a Campaign Verify token	Register at campaignverify.org to obtain a Campaign Verify token.; Ensure the token is associated with the same political entity listed in the submission.; Make sure the token was issued for Toll-Free messaging; tokens for Short Code, 10DLC, or RCS cannot be used.; Set the use case to Political, add the token to the submission, and resubmit.
30510	Opt-in example must be complete, branded, and legible	Submit a complete opt-in example that includes all text, buttons, and branding, such as the company name or logo.; If consent is collected through a webform, make sure it includes a phone number field.; Ensure the opt-in clearly identifies the business collecting consent.
30517	Shopping cart reminders must meet opt-in, privacy, and send limits	Require a text-based double opt-in confirmation before sending reminders.; State in your terms and privacy policy how you link a consumer's phone number to an abandoned cart, for example through cookies or plugins.; Include shopping cart reminders explicitly in your call-to-action and terms.; Send only one reminder per unique abandoned cart, within 48 hours.
30522	SMS terms must be complete and accessible near the opt-in	Include all required elements: program or business name, product description, message frequency, customer care contact, opt-out instructions, and the "message and data rates may apply" disclosure.; Add a carrier liability disclosure stating that wireless carriers are not liable for delayed or undelivered messages.; Place direct text links labeled Terms of Service and Privacy Policy close to the opt-in, not in pop-ups, dropdowns, or far from the phone number field.; Make the terms link publicly accessible and active.
30530	Selected legal entity type does not match your business records	Provide valid business registration information that matches your official legal entity type.; Update your entity type selection so it matches your corporate records.

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.

How do I remediate my verification with Business Registration Number related rejections?

If your Toll-Free number is rejected with a 30527 error. Edit your submission by removing the the fields listed below and resubmitting:

Business Registration Number

Business Registration Authority

Business Registration Country

Business Type

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.