Toll-Free Verification Console Onboarding Guide
You can submit your toll-free phone number for messaging verification directly from the Twilio Console and also review your verification status for any of the toll-free numbers in your account.
Table of Contents
- Start the verification process
- Complete and submit information for verification
- Review the verification status
- Verification Status
What You'll Need
Let's get started!
1. Start the verification process
Trial accounts cannot submit a toll-free phone number for verification.
Start the verification flow for new US or CA Toll-Free numbers
You can search North America toll-free phone numbers that are available to purchase from Phone Numbers > Manage > Buy a number. Click on the Advanced Search section and select Toll-free as a number type. You’ll then see a list of available phone numbers and their capabilities. Find a number you like and click Buy to add it to your account.
A modal will pop up, where you’ll see the phone number capabilities and a Toll-free messaging verification section that can guide you through this compliance requirement.
After a toll-free number is purchased, you can start the verification process directly from the modal Verify this Toll-Free number:
This will trigger a new modal on the Twilio Console to submit your toll-free phone number for messaging verification. To continue with the next steps, navigate to the Complete and submit verification flow section.
Start the verification flow for existing US or CA Toll-Free numbers
You can list all your active phone numbers from Phone Numbers > Manage > Active numbers. If you have Restricted toll-free numbers, a new badge will appear next to the messaging capability. You can click the badge to trigger a new modal on the Twilio Console to submit your toll-free number for messaging verification. To continue with the next steps, navigate to the Complete and submit verification flow section.
You can also start the verification flow using the alert banner in the configuration page of one of your Restricted toll-free numbers. For next steps please continue to Complete and submit verification flow.
2. Complete and submit information for verification
Depending on whether you have existing Customers Profiles or not, you will have two options:
Option 2.1: Existing Customer Profiles
In this case, you have at least one Customer Profile for your business. The new modal will automatically detect the existing Profiles, so you can choose and review the business information in a single step. You will need just to confirm the Legal entity name and Website URL.
Finally, you will need to complete the information for the Messaging Use Case and submit the information for verification.
Option 2.2: Customer Profile doesn't exist
ISVs, make sure that your Primary Business Profile is approved before submitting registration requests for you secondary customers.
In this case, you have not created a Customer Profile before. The new modal will help you create a new Profile for your business without leaving the current flow. First you will need to add your Business and Contact information (Step 1), then your Business Location (Step 2).
This will automatically create a Customer Profile for you. Finally, you just need to complete the information for the Messaging Use Case and submit the information for verification.
After you complete and submit the information, a confirmation toast will be shown to finalize the flow.
3. Review verification status
Customers can review the verification status for a toll-free phone number regardless of whether it was submitted via Messaging Compliance API or Web Console.
To start, go to your Twilio Console and navigate to Phone Numbers > Manage > Active numbers. Once there, select the toll-free phone number that you’ll like to review the verification status.
Now, you have two options:
- From the Configure tab: In the Messaging configuration section you will find an information banner with a link. Click to review the verification status.
- From the Regulatory Information tab: A new dedicated section will appear revealing the current status of the Toll-Free Verification.
4. Verification Status
You will find the following verification statuses in the Twilio Console:
| Submission Status |
What’s happening |
Toll-Free phone number traffic |
|
Not verified |
Twilio's systems are processing the request and has not yet been sent to Verification Ops for review. |
The toll-free phone number is Restricted. |
|
Verification in progress |
Verification Ops have accepted the submission, it’s in their queue. |
The toll-free phone number is in a Pending verification state. |
|
Approved |
Verification submission has been verified. |
The toll-free phone number is Verified. |
|
Rejected |
Verification submission has been resolved, but it was rejected. Depending on the error code and if the submission is re-submittable, when no edit is received within 7 days, the submissions will expire. It's best to edit and resubmit within 7 days. After 7 days, the toll-free phone number remains in Restricted until the resubmission is received. An expired submission will undergo a review, but is no longer prioritized, so time to process is similar to a new submission. |
If re-submittable, the toll-free phone number is If it's after the 7-day resubmission response window, the toll-free phone number is |
Please see our support article on Toll-Free Message Verification for US/Canada for more information.
Known Limitations
The following is a list of known limitations in the Twilio Console
- Trial accounts cannot verify a Toll Free number
- Deleting of verification record (requires a Support ticket)
- Editing and resubmission of a pending or approved verification
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