All Omnisend users must verify their toll-free phone numbers to send SMS to US contacts.
Omnisend offers a built-in solution for toll-free number verification, which can be found in Store Settings → SMS.
This guide covers verification steps, timelines, and how to resolve rejections.
What is Toll-Free Number Verification?
Verified toll-free messaging indicates your company's operations have been evaluated before sending traffic toll-free and that you've obtained carrier approval for sending messages to the United States using a toll-free number.
Verification reduces the risk of message filtering on toll-free traffic to all major US networks, as long as you follow TCPA and SMS guidelines. Your Signup Form must be TCPA-compliant when sending SMS to the US.
Other countries do not treat toll-free SMS differently than international SMS, so this process only applies to SMS sent to the US.
⚠️ Please note: SHAFT accounts will not be verified, so sending SMS to the US will not be allowed after rejection.
💡 Need to use SMS Short Codes instead of a Toll-Free Number? You can request a dedicated 5-digit SMS short code to improve deliverability and enhance brand recognition. Contact Support via in-app chat or at [email protected] to check eligibility and pricing.
Should You Generate a New Number or Transfer an Existing One?
You have two options:
Option 1: Generate a new toll-free number (recommended for speed)
Takes 5 business days (up to 2 weeks in some cases).
You can start sending SMS once verified.
Best if you're new to SMS or need to launch quickly.
Option 2: Transfer your existing toll-free number
Takes up to 3 weeks.
You cannot send SMS during the transfer process.
Best if you want to maintain your current sender identity and brand consistency.
If you're transferring an existing number, skip to the Transfer section. Otherwise, continue below to generate and verify a new number.
Setup Process
Step 1. Generate Your Phone Number
If you want to send SMS to the US market but don't have a phone sender's number, go to Store Settings → SMS → Generate phone number.
Once you get your phone number assigned, you'll see it needs to be verified.
Before starting verification, take a screenshot of your signup form with a phone number input field. You'll upload this in Step 4.
Step 2. Click Verify Number
To get the phone verified, click the Verify number button.
Step 3. Add Your Business Contact Information
Add your business contact information and click Continue:
First name: Real first name of your main contact person
Last name: Real last name of your main contact person
Email address: Must match your website or store domain (e.g., [email protected])
Phone number: Business contact phone number
Website URL: Pre-filled based on your Store settings → Store information
Make sure your store is live and publicly accessible. If the provided website URL is inaccessible or password-protected, your TFN verification will fail.
Step 4. Upload a Screenshot of Your Signup Form
You'll be asked to upload a screenshot of the signup form you use to collect SMS subscribers.
Acceptable screenshot types: Signup forms (desktop or mobile), checkout page opt-ins, or Privacy Policy consent sections.
The screenshot must clearly show:
Your website URL or branding
Phone number input field
Unchecked SMS consent checkbox
Compliant consent language
Important: Your consent language must match your intended use. If you're submitting for marketing purposes, avoid mentioning multiple use cases like "news, updates, and offers." Use marketing-specific language: "By providing your phone number, you consent to receive promotional messages."
Once you upload your screenshot, an AI assistant will automatically review it and identify any issues that need to be addressed.
Note: AI assistant suggestions do not guarantee your screenshot is valid. It simply lists the main mistakes in your screenshot and asks you to review them.
How to Take a Screenshot Showing Proof of Consent for Sending SMS
To submit the verification form, you need to upload a full-screen screenshot of the opt-in form that clearly shows it is located on your website or online store.
Below is an example of a good opt-in form screenshot to upload for submission:
Common screenshot mistakes that cause rejection:
Screenshot is cropped (not full-screen)
Form is shown in a design tool, not live on your website
Website URL is not visible in the browser address bar
Consent text is cut off or illegible
Step 5. Submit for Verification
Once the screenshot is uploaded, click Submit for verification.
⚠️ Verification timeline: A single request for toll-free number verification usually takes around 5 business days, but it may take up to 2 weeks in some cases.
There is no expedited verification option. Plan your SMS campaigns with this timeline in mind – do not rely on same-day or next-day verification.
After submitting the form, you'll see a message indicating that the phone number is under verification, along with an estimated time of verification.
Note: You cannot send messages while your number is "in progress." Only verified numbers can send to US contacts.
Important: If your verification is rejected, you must edit and resubmit within 7 days. After 7 days, you'll need to start a new submission, and review time will reset.
Troubleshooting Submission Errors
If you see a "technical issues on our end" error when submitting:
Wait 5 minutes and try again.
Use a different browser (Chrome or Firefox recommended).
Disable browser extensions or autofill tools.
Clear your browser cache.
If the error persists after 24 hours, contact support via in-app chat – this may indicate a platform issue requiring investigation.
Handling Verification Delays
If your toll-free number verification remains in "in progress" status for more than 2 weeks, contact support at [email protected]. Our deliverability team will investigate prolonged delays.
You'll receive an email notification once your verification status changes. Keep an eye on your email for updates, as notifications are sent promptly upon review completion or status changes.
Common Issues That Cause Repeated Rejections
If you've resubmitted multiple times and continue to receive rejections, review these common issues:
Privacy Policy or Terms of Service Mention Data Sharing
Even if your opt-in form is correct, verification will fail if your Privacy Policy or Terms of Service states you share or sell SMS opt-in data with third parties. Review all policy pages before resubmitting.
Consent Language Mentions Both Marketing and Transactional Purposes
If your opt-in form says "order updates, shipping notifications, and promotional offers," this creates ambiguity. Use separate checkboxes for transactional vs. marketing consent, or submit only for the purpose stated in your form.
Website Is Not Live or Accessible
Password-protected sites, staging environments, or pages requiring login will cause automatic rejection. Make sure your website is publicly accessible at the URL listed in Store Settings before submitting verification.
Why Was Toll-Free Number Verification Rejected?
To view your specific rejection reason, go to Store Settings → SMS. The rejection reason will display next to your phone number status.
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.
If your opt-in language mentions multiple purposes (like 'news, updates, and offers') but you submitted for marketing only, update your consent text to specify marketing exclusively: 'By providing your phone number, you consent to receive promotional messages.
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. Due to the delay, the review time will be similar to a new submission. |
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. |
The 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. |
The 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. |
Important: Toll-free number verification is required for sending to the Virgin Islands, as well as to Puerto Rico, Saint Maarten, Anguilla, and the British Virgin Islands.
Transfer Your Existing Toll-Free Number to Omnisend
If you already have a toll-free number used for SMS marketing and want to continue using it within Omnisend, you can transfer that number directly to Omnisend.
Benefits of transferring your number to Omnisend:
Keep your current sender identity and avoid disrupting ongoing SMS communications.
Maintain brand consistency across platforms.
Simplify operations by managing your SMS messaging directly in Omnisend.
While we recommend using Omnisend-issued numbers for simplicity, you have the flexibility to use your own TFN if preferred.
Step 1. Select "Bring Your Own Number"
Select Bring your own number to initiate a transfer. This option allows you to keep the number your customers already know and trust.
Note: The verification and transfer can take up to 3 weeks. Moreover, you cannot send messages during the transfer process.
If you're in a hurry to start sending SMS, consider generating a new number instead.
Step 2. Click "Use My Number"
Click Use my number to proceed. Once you choose to transfer your number, you'll be asked to provide:
First and last name
Phone number you want to transfer
Business email
Company name
Please fill in all fields accurately. Press Enter or click OK to submit.
Our team will handle the rest of the process with our SMS provider. You’ll receive a confirmation when the number is ready to use in your Omnisend account.
FAQ
Why was my verification rejected for consent issues even though I have a checkbox?
Having a checkbox alone is not enough. The rejection "Clear and Explicit Consent Needed" often occurs when your opt-in language mentions multiple purposes (like "news, updates, and promotional offers") but you submitted the form stating SMS is for "marketing only." Update your consent text to say: "By providing your phone number, you consent to receive promotional messages" and resubmit.
Can I submit a mobile checkout screenshot instead of a desktop signup form?
Yes. You can submit a screenshot of your mobile checkout page, desktop signup form, or Privacy Policy consent section. The key requirement is that it must be a full-screen screenshot clearly showing your website URL or branding, the phone number input field, an unchecked SMS consent checkbox, and compliant consent language.
Can I get expedited verification if I'm launching my business tomorrow?
No. There is no expedited verification option. Verification takes 5 business days on average, and up to 2 weeks in some cases. Plan your SMS campaigns with this timeline in mind. If you need SMS capabilities immediately, consider delaying your SMS-dependent launch activities until verification is complete.
Where can I see why my verification was rejected?
Go to Store Settings → SMS. Next to your phone number, you'll see the verification status and the specific rejection reason. Common reasons include unclear consent language, an inaccessible website, or optional consent issues. Review the rejection reason, fix the issue on your website or form, and resubmit by clicking Verify number again.
I've resubmitted twice and keep getting rejected. What should I do?
If you've resubmitted multiple times and continue to receive rejections, contact support via in-app chat or at [email protected]. Provide your account email and describe the changes you've made. A support agent can review your submission details with the SMS provider and identify any overlooked issues.
How long should I wait before contacting support if verification is still 'in progress'?
Wait at least 2 weeks before contacting support. The standard verification timeline is 5 business days, but it can take up to 2 weeks depending on your submission's complexity. You'll receive an email notification when your status changes. If your verification remains in progress beyond 2 weeks, contact support at [email protected].
What does 'checkbox must not be pre-selected' mean?
"Checkbox must not be pre-selected" means your SMS opt-in checkbox should be unchecked by default when a customer views your form. Customers must manually check the box themselves to consent. Pre-checked checkboxes do not meet compliance requirements because they don't represent active, voluntary consent.
Need further assistance? Reach our 24/7 support team anytime via in-app chat or email us at [email protected].