Toll-Free Verification: What It Is and How to Get Approved

If your business uses a US or Canadian toll-free number for SMS, carriers require verification before you can send messages. This guide explains why, what you need, and how to get approved.

Why Verification Exists

Toll-free verification (TFV) is a carrier-mandated process to protect consumers from spam and ensure businesses using toll-free numbers for messaging are legitimate. Without verification, your toll-free number can receive texts but cannot send replies.

What You'll Need

Gather these before starting your verification submission:

Business name and description — clearly describe what your business does
Business registration number — your EIN (Employer Identification Number) in the US
Business address and contact info — physical address, email, phone
Use case description — explain what kind of messages you send and why
Sample message content — a realistic example of a message your business would send
Opt-in consent page URL — a public web page showing how customers consent to receive your messages

Step-by-Step Walkthrough

For Mahana customers, the process is streamlined:

Update your business profile. Go to your Account page and make sure your business name and description are accurate and professional. This information appears on your SMS consent page.
Open the verification widget. Go to Settings and scroll to the Toll-Free Verification section.
Fill in business details. Enter your business info, EIN, use case description, and sample messages in the verification form.
Use your Mahana consent page. For the “Opt-in Workflow Image URL” field, use the consent page URL shown on your Settings page. Mahana automatically generates a compliant consent page for your business.
Submit and wait. Verification typically takes 3 business days. You’ll see the status update on your dashboard.

Common Rejection Reasons

If your verification is rejected, here are the most common reasons and how to fix them:

30507: Opt-in does not match use case: Make sure your use case description accurately reflects what your business does and matches the language on your consent page. Be specific — don't use vague descriptions.
30513: Opt-in consent language unclear: Your consent page must clearly state that by texting your number, customers agree to receive SMS replies. Use the Mahana-generated consent page, which includes compliant language.
30506: Opt-in shows platform branding instead of business: The consent page must prominently display your business name, not the platform name. Update your business name on the Account page — it flows through to your consent page automatically.

Tips for approval:

Be specific in your use case description — mention your industry and what customers ask about
Provide realistic sample messages that match your actual responses
Include STOP/HELP keyword info in your sample messages
Resubmit within 7 days of rejection for prioritized review

Frequently Asked Questions

Does Mahana handle verification for me?: Toll-free verification is required by US/Canadian carriers and administered through Twilio. Mahana can’t bypass or guarantee approval. However, Mahana makes the process easier: you can submit your verification request directly from your dashboard, and we automatically generate compliant opt-in consent pages for you to use in your submission.
How long does approval take?: Typically 3 business days. If your submission is rejected, you have 7 days to resubmit for prioritized review. After 7 days, the resubmission goes through the standard queue.
Can I receive texts before verification?: Yes. Your toll-free number can receive incoming texts immediately. You just can’t send replies until verification is approved.
Do I need my own privacy policy?: A privacy policy is not required for toll-free verification, but it’s recommended for any business communicating with customers.