Toll-Free Number Registration for LC - Phone (US/Canada)

Created by Christi Norfleet, Modified on Tue, 22 Aug, 2023 at 10:41 AM by Christi Norfleet

Toll-free numbers were historically available for free without any registration requirements. To prevent spam and abuses, US carriers now demand that new numbers be officially assigned before they can ring for incoming calls. The carriers also require all existing toll-free numbers to be registered by September 30, 2022. The carriers will block SMS messages from unregistered toll-free numbers after this date.

What do you need to know about registering Toll-Free Numbers?

Toll-Free Number registration ensures the Toll-Free messaging channel aligns with 10 DLC channels. These channels review all services, as well as the sending brand and the type of traffic they deliver, to ensure it is known, documented, and verified.

The messaging industry is changing the message volumes that can be sent over Restricted (previously called “unverified”) and Pending (submitted for verification) Toll-Free numbers. Increased message filtering will also occur in addition to the new limits applying to both Restricted and Pending. No further action is needed if you’ve already verified your Toll-Free numbers.

Effective April 1, 2023, Twilio will apply the following industry-wide thresholds for messaging sent over Restricted and Pending Toll-Free numbers:

Restricted:

Daily limit: 500 message segments

Weekly limit: 1,000 message segments

Monthly limit: 2,000 message segments

Pending:

Daily limit: 2,000 message segments

Weekly limit: 6,000 message segments

Monthly limit: 10,000 message segments

Registration is still required for all Toll-Free numbers when sending to Canada.

In the near future, the verification process will need to be completed before sending any traffic to a toll-free number. The official date will be shared in the coming weeks; however, please start to prepare and plan for this change in your onboarding processes.

As of April 1, 2023, messages sent via Toll-Free numbers that have not been Verified will be held to the messaging limits referenced above. They’ll be blocked with a 30032 error code if they exceed the limits. Using additional Toll-Free numbers (snowshoeing) to exceed these limits isn’t allowed and will result in the same block and error code.

Why is this happening?

These new daily, weekly, and monthly messaging limits let you send messages while helping to bring your highest volume senders into compliance.

How to buy toll-free numbers?

It will be the same process as buying a regular number but you need to enter a toll-free area code, like 800, 855, etc.

What do you need to do?

If you have unverified Toll-Free numbers that send messaging traffic over the new limits, please submit these numbers for verification. If you have a large inventory of numbers, please submit Toll-Free numbers that send the most volume first.

Follow these steps to get started:

Go to the Toll-Free Registration page (only visible for agency admins and users) in the Location Phone Number Tab and complete the form on this page. Keep in mind you’ll experience verification delays if you omit any information.
Opt-In Description - provide the URL Opt-in. The image you attached needs to reflect where customers consent to receive further messages from you.

It has to reflect sms language and not have it hidden in the Privacy policy or terms and conditions. You can check the requirements of the opt-in here: LC - Phone Messaging Policy.

This is highly important to avoid any rejection from the carrier since they are asking for proof of opt-in. Two examples of the Opt-in here:
Submit the form, and a support ticket will be created.

Once submitted to the telephony channel, the verification process can take 4-6 weeks to complete. During this time, your Phone Numbers are moved to a ‘pending verification’ state that removes the messaging limits while we review your submission.

Below is the screenshot:

Due to the high demand for Toll-Free verification, some requests can take longer than the average given. We are working diligently to minimize the number of requests that are delayed. We kindly ask for your patience as we work through the many requests.

In the meantime, Toll-Free Number Registration tickets will stay closed, and we will send you an email once it's approved.

What if you don’t take action?

As of October 1, 2022, messages sent via Toll-Free numbers will be restricted to the above-mentioned messaging. If they exceed the limits, they’ll be blocked with this error code "30032". Using additional Toll-Free numbers to exceed these limits isn’t allowed and will result in the same block and error code.

Approved Toll Free Registration Example

Business Name -

Corporate Website - https://companyname.com/

Business Contact First Name -

Business Contact Last Name -

Business Contact Email -

Business Contact PhoneNumber -

Estimated Monthly Volume - 1,000

Toll Free Numbers

Business Address -

Line 1 -

Line 2 -

City -

State -

Country -

ZIP / Postal Code -

Use Case Category - LOW_VOLUME

Use Case Description - We send appointment confirmations, message notifications, and offers for chiropractic adjustments to existing patients or new patients who have opted in to receive SMS notifications. The communications are sent via in-person POS, website forms, or webchat.

Message Content - David, it's Kate from ABC Company. Thanks for opting in to receive SMS notifications. I just saved a time for you on Thursday, June 15, 2023, at 4:00 PM, and I'll see you then! If anything changes, just let me know. If you need to opt out, reply STOP.

Opt-In Description - End users opt in through a form on the website: https://www.abccompany.com/contact-us, via the website chat widget, and also through our POS system at our office, with consent language similar to that on our website.

Additional Opt-In Information - NA