Toll Free verification rejection - Opt-in not provided

The Toll-Free phone number verification submission has been reviewed and it was rejected. Effective Jan 31st, 2024, messaging traffic on this Toll-Free number is blocked until it's verified.

Verification is one component of ensuring A2P SMS is used by businesses in a legal and compliant manner. The review process looks at the business sending messaging (not the software powering it), the use case, sample content, the web presence, the opt-in/consent collected and associated website terms and privacy policies.

Proof of opt-in for consumer to provide consent was not provided. Every end business must have consent from each recipient they send a message to. It's insufficient to select an opt-in method without description or providing evidence.

You may have submitted a URL for the opt-in workflow, but it did not demonstrate how the consumer opts-in to messaging. The URL can contain a link to the web form where the consumer opts-in, a hosted image file with a screenshot of how the consumer opts-in, or a link to a document that tells the story of the opt-in (such as a verbal opt-in script).

Any URL submitted must be reachable, resolvable and of access to the public.

Opt-in refers to the process of getting a consumer's permission to send them text messages. A2P message Senders should:

• Obtain a Consumer's consent to receive messages generally;
• Obtain a Consumer's express written consent to specifically receive marketing messages; and
• Ensure that Consumers have the ability to revoke consent.

Note: Any business with a terms of service or privacy policy that mentions sharing or selling consumer data/opt-in information is considered noncompliant.

Resubmit the toll-free verification with a link that tells the story of your opt-in workflow.

Resources:

CTIA guidelines

Consent/Opt-In in Twilio's Messaging Policy

Why was my Toll Free Verification Rejected?

Required information for Toll-free verification

Toll-Free best practices