Understanding Toll-Free Verification

As of May 15, 2022,you are required to complete a toll-free verification process for all new toll-free numbers (TFNs). This impacts all numbers sending or receiving, as they need to support STOP, HELP, and all other carrier/industry keywords. Numbers currently in use today but are not verified must complete the verification prior to September 30, 2022. New numbers not verified after this date may experience service interruptions.

The process tags TFN messaging traffic as verified with our Verification clearinghouse. An approved tag reduces the number of false-positive blocks and helps increase the message deliverability on a single TFN. Filters are applied to a number, so there should be fewer blocks. However, if content changes or differs from the approved campaign purposes or if language is sent over the number that triggers a filter, the number may be blocked.

As a participant in the TFN verification process, you can expect the following benefits:

  • Reduced amount of false-positive blocks

  • Faster resolution for deliverability issues

  • Increased protection for your brand

Note: There is no cost for verification.

Because verification is not whitelisting, there are no guarantees you won’t experience blocking, and verification doesn’t systematically remove or prevent any spam blocking. However, should blocking occur on your TFN, verification allows us to work with the Verification clearinghouse to share the campaign details with the mobile operator and ask for the blocking to be removed. Verification only impacts active deliverability with our toll-free messaging partner and not mobile carriers.

Minimum Requirements for Verification

Note: Use this form for toll-free verification submissions.

Make sure you have the following as you prepare for verification:

  • The messaging provider

  • Business registered address – Address, City, State, Zip Code

  • Company website

  • Business contact information – Email, Phone

  • Estimated monthly volume – 10; 100; 1000; 10,000; 100,000; 250,000; 500,000; 750,000; 1,000,000; 5,000,000; 10,000,000+

  • Toll-free phone numbers

  • Use cases and descriptions; screenshots and/or URLs for marketing use cases

  • Production message content

  • Opt-in description and details – link to, image of, scanned copy of opt-in, etc.

Note: See the Opt-In section for details.

To get started, you receive a verified sender form for either single or bulk submissions. Fill out all fields in the form as they are all required. Include the form in a support ticket request. We then submit it on your behalf to the toll-free hub Verification team for review.

Important: All details requested in the form are required.

Using a Primary Sending Number

As a best practice, we recommend you use only primary sending number. Using a single number for messaging creates a better user experience for your customers.

If your organization has multiple locations or franchises, each should have its own number. Because shared numbers used by multiple businesses are disallowed and ineligible for verification, there must be one number per message sender.

Marketing or Promotional Use Cases

If your use case involves marketing or promotional messaging, carriers require collection of physical written consent through proof of opt-in. Therefore, your submission for Verified Sender status should include:

  • If using a webform, screenshots of the opt-in process step-by-step from the end-user perspective

  • If using keywords, images or web links depicting the Call-to-Action which instructs the users on how to opt in

  • Additionally, if your use case involves multiple toll-free numbers, an explicit reason for this must be presented. Snowshoeing—the spreading of traffic between multiple numbers to increase bulk sending capabilities—is prohibited and is not a valid reason for using multiple toll-free numbers.

Opt-in

  • Make sure the opt-in flow is thoroughly detailed.

  • Consumer consent should be collected by the direct (first) party sending the messages.

  • If website opt-in: Screenshots of the web form where the client adds a number and agrees to receive messaging.

  • Website posting (Support): Where is the number advertised and where does the customer find the number to text in.

  • If a keyword or QR Code Opt-in: Where does the customer find the keyword to opt-in to these messages? Provide this material (photos or screenshots) for verification.

  • If Voice/IVR opt-in: In this case, please provide a screenshot record of opt-in via voice in the client's database/ CRM. (IE, a check box on their CRM saying that the customer opted in and the date)

  • 2FA/OTP: Please provide a screenshot process to receive the initial text

  • Paper form (Customer/ Employee): please upload a photo of the form

Note: Opt-in must come from the consumer and not from a third party. Third parties are not eligible for verification.

Ineligible Use Cases

High-Risk Financial Services

  • Payday loans; short-term, high-interest loans; auto, mortgage, and student loans

  • Gambling; sweepstakes

  • Stock alerts; cryptocurrency

Get Rich Quick Schemes

  • Debt consolidation and reduction

  • Credit repair programs

  • Deceptive work from home programs

  • Multi-level marketing

Debt Forgiveness

  • Work from home programs

  • Risk investment opportunities

  • Debt collection or consolidation

Illegal Substances / Activities

  • Cannabis

  • Alcohol

  • Tobacco or vape

General

  • Phishing, fraud, or scams

  • Deceptive marketing

  • Pornography, profanity, or hate speech

  • Firearms

Information Sharing Policies

The sharing and selling of end-user information with third parties for marketing purposes violates our messaging policies and is therefore ineligible for verification.

Troubleshooting Issues

If you have any issues with implementing the toll-free verification process, reach out to support@intelepeer.com for help.