Toll Free Verification
What is toll-free verification?
The toll-free verification process qualifies the messaging traffic to be tagged as verified with our downstream peers (not directly with mobile operators). The approved tag reduces the number of false-positive blocks and helps increase the message deliverability on a single TFN.
Verification is not whitelisting, so approval doesn’t guarantee that the customer won’t experience any blocking. However, as long as the sent traffic aligns with the verification application, this allows us to work with our peers more swiftly in order to share the campaign details with the mobile operator and ask for the blocking to be removed.
Toll-free verification timelines
Upon submission, it can take up to 3-4 weeks to receive the final result of a request. Unlike 10DLC, where most campaigns receive an immediate and automated rating, toll-free verification requests are reviewed manually by the toll-free peer. For batch/bulk submissions, turnaround times may vary.
Several factors may cause a delay in processing:
Incomplete or unclear fields
Multiple submissions
Multiple TFNs on a request
Please make sure to submit detailed, high-quality forms. It’ll help make the process easier to review and approve!
Submitting a toll-free verification brief
Opt-in
Navigating laws and regulations for compliance and consent can be complicated. Consent can mean many things, but in the messaging world, it is the written or verbal confirmation that the message recipient gives to a business to receive text alerts. This is often referred to as opt-in.
One of the most common rejections received is in part due to not providing sufficient information for the opt-in fields. Section 5.1 of the CTIA Messaging Principles and Best Practices, provides a detailed explanation of the different types of consent needed based on the type of messages being sent. Bandwidth expects all of our customers to collect any required opt-in for their traffic. Below are tips on how to help minimize your chances of receiving a denial when providing opt-in with your submission.
Make sure the opt-in flow is thoroughly detailed by providing step-by-step instructions a user must take to opt-in to the messaging program.
Consumer consent should be collected by the direct (first) party sending the messages.
Ensure there is explicitly stated consent disclaimer language at the time of collection. (ie. when the phone number is collected there should be a disclosure about opting into messaging).
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?
If a keyword or QR Code Opt-in: Where does the customer find the keyword in order to opt-in to these messages? Please 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: Consent cannot be acquired from a third party. Third-party opt-in is not supported and is ineligible for verification.
Additionally, if the messaging in question is or includes Marketing/Promotional, then the Marketing/Promotional messaging must be optional to opt-in to achieve verification.
Use one recognizable number
Each message sender (business/entity/organization) should utilize only one primary sending number. Using a single number for messaging is not only a best practice but also a better user experience overall for the consumer!
In the case of a business/entity/organization with multiple locations or franchises, each location or franchise should have its own number. There is to be one number per message sender. Shared numbers (numbers used by multiple businesses) are disallowed and ineligible for verification.
We understand there are use cases that require more than one sending number. For use cases that have multiple sending numbers, you'll be asked to upload an Excel file with the business name associated with each TFN. For bulk/batch submissions, turnaround times will vary.
Sharing of end-user information
The sharing and selling of end-user information with third parties for marketing purposes violates both Bandwidth's policy and our peers’ messaging policies and is therefore ineligible for verification.
What are the minimum requirements to get verified?
Toll-free number(s)
CSV file with TFNs and business names for batch submissions (up to 1000 TNs per bulk file)
Verification brief with the required fields completed
The use case is not listed on our Ineligible Use Case list
The opt-in process is documented/detailed
Screenshots and/or URLs are required for marketing use cases
Bandwidth and Carrier Best Practices (CTIA guidelines) are being followed
What are the differences between Verified, Pending, and Restricted numbers?
The toll-free aggregator has created 3 Classes of Service to classify verification status: Verified, Pending Verification, and Restricted.
Verified: Verified numbers have gone through the toll-free verification process and were approved. Their traffic is subjected to limited filters. If traffic does trigger any filters that specific content will be blocked but the number will not be automatically blocked.
Pending Verification: Pending Verification numbers have submitted a toll-free verification application, and are currently awaiting a response from the aggregator. These numbers will remain in this pending state until a decision has been made on the verification request. Blocking can be applied to individual content or there can be an automatic block of all traffic from the number. Effective January 31, 2024, pending verification TFNs (toll-free numbers) will be blocked from sending traffic. Currently, these numbers are subject to daily, weekly, and monthly volumetric limits listed here:
Daily Limit: 2,000 messages
Weekly limit: 6,000 messages
Monthly limit: 10,000 messages
All messages, regardless of being successful or not, will count toward the daily, weekly, and monthly volumes. For example, if a customer sends 10,000 messages on the first of the month, the first 2,000 messages will be allowed to be sent, and the remaining 8,000 messages will be blocked. All 10,000 messages will count toward the weekly and monthly totals.
Restricted (Unverified): Restricted numbers have either 1) not submitted a verification request or 2) have had their application denied. These numbers are subject to the highest amount of filtering, and numbers in this state will automatically get shut off if any spam or unwanted traffic is detected. Effective November 8, 2023, the toll-free messaging aggregator that Bandwidth uses to support toll-free messaging traffic is blocking all restricted toll-free numbers (TFNs) from sending traffic.
The toll-free verification process qualifies the messaging traffic to be tagged as verified with our downstream peers (not directly with mobile operators). The approved tag reduces the number of false-positive blocks and helps increase the message deliverability on a single TFN.
Verification is not whitelisting, so approval doesn’t guarantee that the customer won’t experience any blocking. However, as long as the sent traffic aligns with the verification application, this allows us to work with our peers more swiftly in order to share the campaign details with the mobile operator and ask for the blocking to be removed.
Toll-free verification timelines
Upon submission, it can take up to 3-4 weeks to receive the final result of a request. Unlike 10DLC, where most campaigns receive an immediate and automated rating, toll-free verification requests are reviewed manually by the toll-free peer. For batch/bulk submissions, turnaround times may vary.
Several factors may cause a delay in processing:
Incomplete or unclear fields
Multiple submissions
Multiple TFNs on a request
Please make sure to submit detailed, high-quality forms. It’ll help make the process easier to review and approve!
Submitting a toll-free verification brief
Opt-in
Navigating laws and regulations for compliance and consent can be complicated. Consent can mean many things, but in the messaging world, it is the written or verbal confirmation that the message recipient gives to a business to receive text alerts. This is often referred to as opt-in.
One of the most common rejections received is in part due to not providing sufficient information for the opt-in fields. Section 5.1 of the CTIA Messaging Principles and Best Practices, provides a detailed explanation of the different types of consent needed based on the type of messages being sent. Bandwidth expects all of our customers to collect any required opt-in for their traffic. Below are tips on how to help minimize your chances of receiving a denial when providing opt-in with your submission.
Make sure the opt-in flow is thoroughly detailed by providing step-by-step instructions a user must take to opt-in to the messaging program.
Consumer consent should be collected by the direct (first) party sending the messages.
Ensure there is explicitly stated consent disclaimer language at the time of collection. (ie. when the phone number is collected there should be a disclosure about opting into messaging).
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?
If a keyword or QR Code Opt-in: Where does the customer find the keyword in order to opt-in to these messages? Please 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: Consent cannot be acquired from a third party. Third-party opt-in is not supported and is ineligible for verification.
Additionally, if the messaging in question is or includes Marketing/Promotional, then the Marketing/Promotional messaging must be optional to opt-in to achieve verification.
Use one recognizable number
Each message sender (business/entity/organization) should utilize only one primary sending number. Using a single number for messaging is not only a best practice but also a better user experience overall for the consumer!
In the case of a business/entity/organization with multiple locations or franchises, each location or franchise should have its own number. There is to be one number per message sender. Shared numbers (numbers used by multiple businesses) are disallowed and ineligible for verification.
We understand there are use cases that require more than one sending number. For use cases that have multiple sending numbers, you'll be asked to upload an Excel file with the business name associated with each TFN. For bulk/batch submissions, turnaround times will vary.
Sharing of end-user information
The sharing and selling of end-user information with third parties for marketing purposes violates both Bandwidth's policy and our peers’ messaging policies and is therefore ineligible for verification.
What are the minimum requirements to get verified?
Toll-free number(s)
CSV file with TFNs and business names for batch submissions (up to 1000 TNs per bulk file)
Verification brief with the required fields completed
The use case is not listed on our Ineligible Use Case list
The opt-in process is documented/detailed
Screenshots and/or URLs are required for marketing use cases
Bandwidth and Carrier Best Practices (CTIA guidelines) are being followed
What are the differences between Verified, Pending, and Restricted numbers?
The toll-free aggregator has created 3 Classes of Service to classify verification status: Verified, Pending Verification, and Restricted.
Verified: Verified numbers have gone through the toll-free verification process and were approved. Their traffic is subjected to limited filters. If traffic does trigger any filters that specific content will be blocked but the number will not be automatically blocked.
Pending Verification: Pending Verification numbers have submitted a toll-free verification application, and are currently awaiting a response from the aggregator. These numbers will remain in this pending state until a decision has been made on the verification request. Blocking can be applied to individual content or there can be an automatic block of all traffic from the number. Effective January 31, 2024, pending verification TFNs (toll-free numbers) will be blocked from sending traffic. Currently, these numbers are subject to daily, weekly, and monthly volumetric limits listed here:
Daily Limit: 2,000 messages
Weekly limit: 6,000 messages
Monthly limit: 10,000 messages
All messages, regardless of being successful or not, will count toward the daily, weekly, and monthly volumes. For example, if a customer sends 10,000 messages on the first of the month, the first 2,000 messages will be allowed to be sent, and the remaining 8,000 messages will be blocked. All 10,000 messages will count toward the weekly and monthly totals.
Restricted (Unverified): Restricted numbers have either 1) not submitted a verification request or 2) have had their application denied. These numbers are subject to the highest amount of filtering, and numbers in this state will automatically get shut off if any spam or unwanted traffic is detected. Effective November 8, 2023, the toll-free messaging aggregator that Bandwidth uses to support toll-free messaging traffic is blocking all restricted toll-free numbers (TFNs) from sending traffic.
Updated on: 02/05/2024
Thank you!