Business texting, Compliance · 9 min read
Toll-free verification for texting: a step by step guide
By the CallRoute team ·
Toll-free numbers are a popular choice for business texting: one national number, no area code to explain, and a familiar look for support and account updates. But a toll-free number cannot text customers straight away. Carriers require every toll-free number that sends business texts to be verified first. This guide walks through the process step by step, so your request is approved on the first try.
What toll-free verification is
Toll-free verification is the review US and Canadian carriers use to decide whether a toll-free number may send business texts. You describe who you are, what you send, and how people agreed to receive it. A reviewer checks that against your website and any proof you attach. Once the number is verified, texts flow normally.
Toll-free verification vs A2P 10DLC
| Toll-free verification | A2P 10DLC registration | |
|---|---|---|
| Numbers it covers | Toll-free numbers (800, 833, 844, 855, 866, 877, 888) | Local 10 digit US numbers |
| What you submit | One verification per number, with business details, use case and opt-in proof | A brand plus a campaign that covers your local numbers |
| Typical review time | A few business days | A few days to a few weeks |
| Good for | National support, account updates, one number for everyone | Local presence, per person numbers |
Many businesses use both: local numbers for their team and a toll-free number for a central line. If that is you, read our guide to A2P 10DLC registration as well, and our comparison of local vs toll-free numbers if you have not chosen yet.
Before you start: three things to fix first
- A working website on your own domain. It should name the business and describe what it does. Pages under construction or a site about a different brand are a common rejection.
- A privacy policy page. It must say that mobile numbers and text opt-in data are not shared with or sold to third parties or affiliates for marketing. Reviewers open the page themselves, so it must load without a login, a pop up wall or a redirect.
- Terms that explain your texts. What you send, roughly how often, that message and data rates may apply, and how STOP and HELP work.
Step by step
Step 1: business details
Enter your legal business name exactly as it appears on your tax records, the name customers know you by if it is different, your business type, your tax ID (an EIN in the US, a business number in Canada), your website and your business address. Add a contact person with a business email and phone number.
Step 2: what you text about
Pick the topics that match what you send, such as customer care, appointment updates or delivery updates. Then describe it in one or two plain sentences: who gets your texts and why.
- Weak: "Customer messages."
- Strong: "We text customers who booked a repair to confirm the visit time, tell them when the technician is on the way, and answer their questions about the work."
Step 3: a sample text
Write a real example of what you send. Start with your business name and end with opt-out words, for example: "Hi, this is Harbor Plumbing. Your repair is booked for Tuesday at 3 PM. Reply STOP to opt out." Use full links on your own domain if you include a link, never a public link shortener.
Step 4: monthly volume
Estimate how many texts you send in a month. Be realistic. A very high number for a new business invites extra scrutiny, and you can update it later as you grow.
Step 5: the opt-in, described and proven
This is where most requests succeed or fail. Say exactly where and how a person agrees to get your texts, so a reviewer could go and see it. Then attach proof.
| Where they agree | What to describe | Proof to attach |
|---|---|---|
| They text you first | Customers text your number to ask a question, and you only reply | A screenshot of where the number appears on your site or ads |
| A form on your website | The page, the checkbox wording, and that it is not checked by default | A screenshot of the form and the consent words |
| On a call or in person | Who asks, what they say, and where the answer is recorded | The script your team reads |
| A paper form | Where the form is used and the separate consent checkbox | A photo or scan of the form |
| A QR code | Where the code appears and the page it opens | A picture of the code and the sign up page |
A web form checkbox should be its own box, not pre-checked, and not required to submit the form. Next to it, show your business name, that message frequency varies, that message and data rates may apply, how to reply STOP and HELP, and links to your privacy policy and terms.
Step 6: submit and watch the status
After you submit, the request goes to the carriers for review. You will see it move from sent, to in review, to verified or changes requested. If changes are requested, the reviewer gives a reason. Fix that exact point, check the rest once more, and resubmit.
Common rejections and how to fix them
- The opt-in is vague. "Customers opt in" or "web form" with no details. Describe the exact place and words, and attach a screenshot.
- A policy link does not work. Missing, broken, behind a login, or redirecting somewhere else. Open both links in a private browser window before you submit.
- The privacy policy leaves out texting. Add the sentence about not sharing mobile information with third parties or affiliates for marketing.
- The details do not match. The legal name, tax ID or address differs from your tax records. Copy them from your official documents.
- The website is not ready or describes a different business. Finish it before you submit.
- The sample does not say who is texting or has no opt-out words. Add both.
- Consent came from a list. Purchased, rented or shared lists are refused. Only text people who agreed to hear from you.
- The content is restricted. Carriers refuse categories such as loans, debt relief, cannabis, gambling and passing leads to other companies.
After approval: keep it verified
- Stay inside what you described. If you start sending promotions when you registered appointment updates, update the verification first.
- Honor STOP immediately. Anyone who replies STOP should not get another text from that number.
- Keep your website and policies live. Reviewers can look again, and a dead privacy page can cause trouble later.
- Use good templates. Clear, short messages with your name in them get fewer complaints. See our business text message templates.
How toll-free verification works in CallRoute
Every toll-free number you get in CallRoute shows its verification status under Settings, Texting. An owner or admin selects Verify next to the number and fills in one form with the same steps as above, with examples for the use case and opt-in, a built in guide to why carriers reject, and starting templates for a privacy policy and terms if you need them. You can attach up to three screenshots or files as opt-in proof. We open your policy links before sending, and point out common mistakes such as a sample text without your business name.
Verification is free. You see the status move in the app and get an email when the carriers decide. If they ask for changes, the reasons are shown next to the number so you can fix them and send it again. STOP and HELP replies are handled for you once the number can text. See business texting, getting a business number, or start a free trial.