Toll-Free Message Verification for US/Canada


As of April 1st, 2023, Any Toll-Free Number (TFN) must undergo a verification process before owners of such numbers may send outbound SMS (Text messages) within the USA and Canada. All toll-free messaging must comply with specific guidelines and regulations such as the Telephone Consumer Protection Act (TCPA), Cellular Telecommunications and Internet Association (CTIA), and State guidelines. Additionally, these messages must adhere to the acceptable use and codes of conduct set by each mobile carrier. It is important not to submit a use case that violates these rules and regulations.

In some circumstances where specific SMS service providers allow, businesses who have not verified their toll-free number for SMS messaging will be able to send text messages. In such cases, the following limitations apply:

Attempts to send SMS messages from an unverified TFN to a Canadian recipient will be blocked. Additionally, your message to a US recipient will be subject to daily, weekly, and monthly messaging limits as follows:

• Daily limit: 2,000 messages per day (resets at 12:00 AM PT each day)
• Weekly limit: 12,000 messages per week (resets Sunday 12:00 AM PT)
• Monthly limit: 25,000 messages per calendar month

To avoid these messaging limits, we strongly recommend that all US and Canadian businesses using toll-free numbers (TFNs) for SMS Text Messages verify their numbers. Wireless carriers offer lower throughput limits for unverified numbers and will not support or guarantee SMS delivery from unverified numbers.

To begin the verification process, please fill out the verification form below and submit it to us. We will review your submission and contact you if any additional information is required. Please understand that there is no guarantee that the submission will be verified by our carrier and that the process may take anywhere from 6 to 8 weeks to complete.

COMPLETE YOUR APPLICATION ONLINE

Click HERE to submit your application online

DOWNLOAD YOUR APPLICATION AND SEND IT VIA FAX OR EMAIL

You can download the application and send it via email to support@callture.com or fax them to one of the numbers below

Click HERE to download the Toll free SMS verification form


IMPORTANT INFORMATION

Please follow this checklist to ensure that your Toll Free SMS request form will get reviewed in a timely manner. All fields on the form are mandatory. If you believe a question or field is not applicable to your use case, you may indicate it as "Not Applicable" (N/A) or "None." It is recommended to include a brief explanation as to why a particular question or field is not applicable. This will assist the reviewer in understanding your business and use case better. This process can take up to 6-8 weeks for approval. Any issues with the form may add further delay.

• Toll-free number(s) / Number(s) to Whitelist (Separate with commas if Multiple)
• Business Name & Website
• Website URL
• Company address
• Contact name, contact email and telephone number
• Use Case Summary: In this field, you should provide a summary of the message type or the purpose for which it will be used. For example: conversational messages, account verification, delivery notifications, political campaigns, customer care, education-related messages, charity or fundraising appeals, emergency alerts, gambling promotions, social messages, marketing campaigns, or a combination of multiple types. The more detailed you are in describing the use case, the better it will be for the reviewer.
  
  For example: This number is used to send out promotional offers and coupons to the customers of Denny’s car wash
• Sample message content for the campaign (REQUIRED). : in this field you need to provide a sample message of the content that the end-user/mobile handset will be receiving in the SMS.
  
  For example: Thank you for being a loyal customer of Denny’s car wash. Enjoy 10% off for your next appointment. Reply STOP to opt out.
• Will the text messages be used for advertising / promoting a commercial product or service? Yes / No / Unsure
• Will traffic terminate to Canadian handsets yes/no.
• Was this traffic previously on another messaging service? Yes / No (If yes, please specify former provider.
• Where is the number published (if anywhere)? Provide information where the specific phone number associated with the campaign is currently published or made available to the public. example, Website or App, Social Media (Facebook, Twitter, Instagram), Print Media (newspapers, magazines, flyers, or brochures.), In-Store Signage (signs or banners within physical store locations, Radio or TV Advertisements, Events or Conferences
• Explain your opt-in process in detail and provide screenshots (required for approval):
  
  Description of how a consumer or subscriber opts into a campaign that involves text-to-join. This description should explain the opt-in workflow and what the mobile user experiences when providing their phone number. The description can vary depending on the medium through which the opt-in is conducted, such as online/app, in-store, or through voice prompts (IVR).
  
  For Example: When a new customer signs up from our website https://www.callture.com/products/signup.aspx?kw=VPbx&LPID=TF&RefID= customers are provided with the option to opt in and receive Callture announcements and promotions via SMS (Screenshot attached)
  
  

Here are some examples of how the opt-in process could be described for each medium:

1. Online/App:
   • The consumer visits a website or opens an app.
   • They are presented with a webpage or a screen within the app that includes a form or a designated area to enter their phone number.
   • The webpage or app interface provides clear instructions and indicates that by entering their phone number, they are opting into a specific campaign.
2. In-Store:
   • The consumer visits a physical store location.
   • They notice signage or displays that promote the campaign and encourage them to opt in.
   • The signage includes a specific keyword or code that the consumer needs to text to a designated number.
   • The consumer takes out their mobile phone and sends a text message to the provided number, including the specified keyword or code.
   • The consumer takes out their mobile phone and sends a text message to the provided number, including the specified keyword or code.
3. IVR (Interactive Voice Response):
   • The consumer takes out their mobile phone and sends a text message to the provided number, including the specified keyword or code.
   • They are greeted by an automated voice system that provides instructions for opting into the campaign.
   • The voice prompts inform the caller that they can opt in by entering their phone number using the phone keypad.
   • The consumer follows the instructions, enters their phone number using the keypad, and confirms their entry when prompted.
   • The IVR system acknowledges their opt-in and provides any relevant additional information or confirmation.

NOTE: It's important to note that the description should focus on explaining the opt-in process and also provide screenshots of the process, specifically how the customer opts in to get the SMS notifications or messages.

Should you have any questions, please send us an email to support@callture.com, or call us at 1-855-COMPANY (266-7269).

Fax Number (Toll Free): 1-800-479-7930
Local Fax Number (US) :1-646-862-1570
Local Fax Number (Canada) : 1-905-804-9888
support@callture.com