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.

Mahana submits your toll-free verification automatically during onboarding. When you sign up and complete payment, Mahana provisions your toll-free number and immediately submits the verification request using the business information you provided during signup.

Several fields are filled in automatically on your behalf:

• Your SMS consent page URL (generated by Mahana)
• Opt-in type (set to Web Form)
• Use case category (set to Customer Care)
• A use case summary based on your business name
• A sample message based on your business name and description
• Estimated monthly message volume based on your plan

In most cases, you don't need to do anything. Verification typically takes 3 to 5 business days and you'll see the status update on your Settings page.

There are two situations where you may need to manually submit verification from your Settings page:

1. The automatic submission failed. This can happen due to a temporary issue during provisioning. When this occurs, a verification form will appear on your Settings page so you can review your information and submit manually.
2. Your submission was rejected by the carrier.If Twilio rejects your verification, you'll see the rejection reason along with a form to fix the issues and resubmit. You have 7 days to resubmit for prioritized review. After 7 days, resubmissions go through the standard queue.

When the verification form appears on your Settings page, it will be pre-filled with the information from your account. Review each field carefully, especially if your submission was rejected. Below is every field in the order it appears.

Business Information

Business name

Your legal business name. This must match your official registration documents and will appear on your SMS consent page.

Business website

Your business website or social media page (Facebook, Instagram, LinkedIn). If you don't have a dedicated website, a social media business page works.

Business type

Choose Registered business (LLC, Corp, etc.) or Sole proprietor. This determines whether you need to provide an EIN.

Business Registration Number (EIN)

Only shown if you selected "Registered business." Enter your 9-digit EIN. Sole proprietors are exempt and won't see this field.

Contact & Address

Contact first name / last name

The name of the person responsible for the account. This is used by carriers for identity verification, not displayed publicly.

Business phone

A contact phone number in E.164 format, e.g. +12125551234. This is for carrier verification purposes, not shared with customers.

Street address, City, State, ZIP code

Your business mailing address. Use a 2-letter state code (e.g. CA, NY) and 5-digit ZIP.

Business Description

Business description

A short description of your business. This appears on your public SMS consent page and is used by your AI assistant, so keep it accurate and public-friendly. Don't include sensitive information.

Use CaseImportant

These two fields have the biggest impact on whether your verification is approved. They are pre-filled with reasonable defaults, but you should review and customize them for your business.

Use case summary

Describe how your business uses SMS. Be specific about your industry and what customers typically 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.

[Your Business] provides customer service via SMS. Customers initiate conversations by texting our toll-free number with questions about our services, hours, pricing, and availability. We respond with automated replies and staff follow-ups. We do not send unsolicited or marketing messages - all communication is in response to customer-initiated inquiries.

Sample message

A realistic example of a reply your number would send to a customer. Include your business name and always end with STOP/HELP instructions and “Msg & data rates may apply.”

Thanks for reaching out to [Your Business]! We're open 10am-6pm Monday through Saturday. Reply STOP to opt out, HELP for help. Msg & data rates may apply.

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

If your submission is rejected again, you'll see the new rejection reason and can update your information and resubmit. Resubmissions within 7 days of rejection get prioritized review.

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

30474: Incomplete business information

Review your business name, description, and contact details. Make sure all required fields are filled in accurately and match your official business registration.

30489: Business website lacks sufficient information

The website you provided is incomplete, under construction, or doesn't contain enough information to establish your business as credible. Make sure your website or social media page is live, publicly accessible, and clearly shows what your business does. A public Facebook or Instagram business page works if you don't have a dedicated website.

30507: Opt-in does not match use case

Your use case summary needs to accurately reflect what your business does. Be specific about your industry, mention that customers text you first, and explain that you don't send marketing messages.

30513: Opt-in consent language unclear

The consent page must clearly state that by texting your number, customers agree to receive SMS replies. Mahana generates this language for you, so updating your business name and description should resolve this.

Does Mahana handle verification for me?

Yes, Mahana automatically submits your toll-free verification during onboarding using the business information you provided at signup. It also generates a compliant SMS consent page for you. If the auto-submission fails or gets rejected, you can review and resubmit from your Settings page.

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.

What fields does Mahana fill in automatically?

Mahana handles the opt-in type, opt-in consent page URL, use case category, estimated message volume, and notification email. The use case summary and sample message are auto-generated from your business name and description but can be edited if you need to resubmit.

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.