In order to keep sending SMS messages to the US market, all Omnisend users must have their phone numbers verified.
We are introducing the productized solution of a Toll-free number verification, which can be found in Store settings → SMS.
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What is toll-free verification?
Verified toll-free messaging indicates that your company's operations have been evaluated before sending traffic toll-free and that you have obtained carrier approval for sending messages to the United States using a toll-free number.
As long as you follow TCPA and other SMS guidelines, verification reduces the risk of message filtering on Toll-Free traffic to all major networks in the US. Please be aware that, in Omnisend, your signup form must be TCPA-compliant when sending SMS to the US.
Other countries (non-US) do not treat Toll-Free SMS any differently than international SMS, so this process only applies to SMS sent to the US.
⚠️ Please note that SHAFT accounts will not be verified, so sending SMS to the US will not be allowed after the rejection.
Setup process
Step 1. First, if you want to send SMS to the US market but don't have the phone sender's number, you should go to Store settings → SMS → Generate phone number.
Once you get your phone number assigned, you'll see it needs to be verified. Please note that you need to take a screenshot of your signup form with a phone number input field before starting the verification.
Step 2. To get the phone verified, click the Verify number button.
Step 3. You will be asked to upload a screenshot of the signup form that you use to collect SMS subscribers. A screenshot of your store's checkout page or information about how you maintain consent in your Privacy Policy will also work. Also, please add the contact information of your business. You need to add the following:
Business contact's first name;
Business contact last name;
Business contact email;
Business contact phone number
Click Select a file to upload the screenshot from your computer → Add all necessary contact data → Submit.
A single request for a toll-free number can take up to 5 business days to be approved or denied.
Once you submit the form, you will see a message indicating the phone number is under verification.
Please note, that it is not possible to send messages from numbers that are in the "in progress" state. Only verified numbers can send messages to the US.
It takes up to 48 hours for your application to reach a Toll-free aggregator.
Later, you will see if the phone number is verified. Please get in touch with our support team at [email protected] to learn more details if it's not verified.
Why Toll-free number verification was rejected?
Reason for rejection | Why this occurs | How to resolve |
Age Gate is needed | This error occurs if your business's website or opt-in process does not have an age verification mechanism (age gate) or if the existing mechanism doesn't meet the required standards. An age gate ensures that users verify their age before accessing services or content that may have age restrictions, such as for alcohol, tobacco, or other regulated products. | Implement a visible and functional age verification mechanism on your website or during the opt-in process. This can be a prompt asking users to confirm their date of birth or that they are above a certain age. Make sure the age gate meets the legal and industry standards for your business's location and service type. For example, it might require a minimum age of 18 or 21, depending on the regulations. Then resubmit your verification |
Cannot validate business website URL | This error occurs when the business website URL provided in your verification submission is inaccessible or incorrect. We need to verify your business's online presence to approve the Toll-Free number. | Verify that the website URL added to Omnisend store settings is correct, operational, and publicly accessible without requiring login credentials. Ensure the website accurately represents your business. Once confirmed, resubmit your verification. |
Clear and Explicit Consent Needed | This error arises when the method used to obtain consent from recipients is inadequate. Express consent means that recipients have clearly agreed to receive messages from your business, understanding the purpose and nature of the messages. Simply collecting phone numbers without explicit permission is insufficient. | How to Resolve: Review and update your opt-in process to ensure it aligns with the CTIA guidelines for express consent. This may involve implementing clear opt-in mechanisms where users explicitly agree to receive messages, such as checking an unchecked box or replying affirmatively to a message. After making the necessary changes, resubmit your Toll-Free verification. |
Could not validate business information | This error occurs when provided business details (e.g., name, address, or URL) couldn't be verified. | Ensure all information is accurate and your website is accessible, then resubmit your verification |
Edit time expired | This error occurs when you do not edit and resubmit a rejected Toll-Free verification within 7 days. | Edit and resubmit your Toll-Free verification as soon as possible. Be aware that the review time will be similar to a new submission due to the delay. |
Messaging Consent Must Be Optional | This error indicates that your opt-in process requires consumers to agree to receive messages as a condition for using your service, which is not permitted. Consent for messaging must be separate and not a mandatory requirement for service usage | Modify your opt-in process to ensure that consenting to receive messages is an optional and distinct action. For example, provide an unchecked checkbox that users can voluntarily select to receive messages. After updating your process, resubmit your Toll-Free verification. |
Opt-in not provided | This error indicates that proof of recipient consent was not included in your verification submission. Providing evidence of opt-in is crucial to demonstrate that recipients have agreed to receive messages from your business. | Ensure you provide clear evidence of your opt-in process in your verification submission. This can include links to web forms where users sign up, screenshots of the opt-in process, or detailed descriptions of how consent is obtained. Make sure any URLs provided are accessible and publicly viewable. Once this information is prepared, resubmit your Toll-Free verification. |
Provided address is not valid | This error occurs when the business address provided in Omnisend store settings is invalid (e.g., incorrect city, state, or postal code). | Verify and correct the address, ensuring it's a valid address, then submit your verification. |
Provided email address is not valid | This error occurs when the business email provided is incorrectly formatted, uses an unknown domain, or is disposable. | Use a valid, correctly formatted email address and resubmit your verification. |
Sharing User Data with Third Parties Not Allowed | If your business's Terms of Service or Privacy Policy indicates that opt-in information is shared with third parties, this error will occur. Sharing or selling consumer opt-in data is non-compliant | Revise your Terms of Service and Privacy Policy to remove any language that mentions sharing or selling consumer opt-in data with third parties. Ensure your processes comply with this policy. Once updated, resubmit your Toll-Free verification. |
Single phone number used for multiple businesses | This error arises when a Toll-Free number is assigned to multiple businesses. Twilio requires each Toll-Free number to be associated with only one business to ensure clear accountability and compliance. | Ensure that the Toll-Free number is dedicated to a single business. If the number was previously shared, reassign it so that only one business uses it. Then, resubmit the verification. |
Please note your toll-free number needs to be verified for sending to the Virgin Islands as well as to Puerto Rico, Saint Maarten, Anguilla, and the British Virgin Islands.