30531: Toll Free verification rejection - HELP keyword response must meet requirements
The Toll-Free phone number verification submission has been reviewed and it was rejected. 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.
The HELP keyword response provided in your submission does not meet compliance requirements. Common issues include:
- Missing customer contact details (phone number, email, or website)
- Missing your business/brand name
- Incomplete or unclear support information
- Non-compliant formatting or content
Update your HELP response to ensure it is concise yet complete. Your response must include:
- Your business/brand name
- Customer contact details (phone, email, or website)
- Clear instructions for getting assistance
- Hours of availability (if applicable)
Once these fields are updated to meet the requirements, resubmit your Toll-Free verification request.
Why was my Toll Free Verification Rejected?