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

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.

1. 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.
2. Copy your consent page URL. Go to Settings and find the “Your SMS consent page” link. Copy this URL. You’ll need to paste it into the verification form.

Go to Settings and scroll to the Toll-Free Verification section. Click “Verify your number” to open the form. Below is every field in the order it appears, with guidance on what to enter.

Business Information, Address & Contact

Most of these fields (business name, company type, address, contact person) are straightforward. A few worth calling out:

Legal business name

This must match both your official registration documents and your SMS consent page.

Business registration ID type / number

Select EIN and enter your number if you have one. If you’re a sole proprietor without an EIN, select Sole Proprietor from the dropdown.

Business website URL

If you don't have a dedicated website, use your Mahana SMS consent page URL from your Settings page.

Use CaseImportant

Estimated monthly SMS volume

Select the closest range. For most small businesses, 1,000 messages is fine.

Use case(s)

Select Customer care. This tells reviewers you use SMS for customer service, not marketing.

Use case description

Describe how your business uses SMS. Be specific about your industry and what customers ask about. Make sure to mention that customers text you first, you only reply (no marketing or promotional messages), and they can opt out by replying STOP. This should match what your consent page says.

[Your Business] uses this toll-free number for two-way customer service conversations. Customers text us first with questions about our services, pricing, hours, and availability. We reply with helpful information and support. All messages are sent only in response to customer-initiated inquiries. We do not send marketing, promotional, or unsolicited messages. Customers can opt in via our web form and opt out at any time by replying STOP.

Sample message

Write a realistic reply your business would send to a customer question. Always end with STOP/HELP instructions and “Msg&data rates may apply.”

Thanks for texting [Your Business]! To answer your question: we're open 10am-6pm Monday through Saturday. Feel free to text back if you have any other questions. Msg&data rates may apply. Reply STOP to opt out. Reply HELP for help.

Opt-InImportant

Opt-in type

Select Web Form. This matches the consent page Mahana generates for you.

Opt-in policy proof

Paste the SMS consent page URL you copied earlier from your Settings page. It will look something like: https://heymahana.com/sms-consent/your-business

Terms and conditions URL (optional)

If you have a terms page, enter it here. Not required for approval.

Privacy policy URL (optional)

If you have a privacy policy page, enter it here. Not required for approval.

List all opt-in keywords (optional)

Leave this blank. The defaults (START, YES, UNSTOP) are used automatically.

What is the opt-in message? (optional)

The auto-reply sent when a customer opts in via keyword. Include your business name, what they signed up for, data rates notice, and HELP/STOP instructions.

[Your Business]: You've opted in to receive SMS replies. We only respond to your messages, no promotional texts. Msg&data rates may apply. Reply HELP for help. Reply STOP to opt out at any time.

What is the help message? (optional)

The auto-reply sent when a customer texts HELP. Include your business name, what the number is for, an alternative contact method, and STOP instructions.

[Your Business] SMS Help: Text us your questions and we'll reply during business hours. For other support, email help@yourbusiness.com. Msg&data rates may apply. Reply STOP to opt out.

Final FieldsImportant

Age gated content (optional)

Select No unless your business serves age-restricted content.

Additional information (optional)

You can add any extra context for the reviewer here. Usually not needed.

Finally, check the confirmation box at the bottom and submit.

Once you submit, verification typically takes 3 to 5 business days. You’ll see the status update on your dashboard. While waiting, your number can still receive incoming texts, but it cannot send replies until approved.

If your submission is rejected, you have 7 days to fix the issues and resubmit for prioritized review. After 7 days, resubmissions go through the standard queue.

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 and 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 and it will flow through to your consent page automatically.

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 3–5 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.