What do you need to know about Toll-Free Number registration?
Toll-Free Number registration ensures the messaging channel aligns with the 10 DLC channels. It involves reviewing the services, sending brand, and traffic type to ensure they are known, documented, and verified.
Changes in the messaging industry are being made regarding the volumes of messages that can be sent over Restricted and Pending Toll-Free numbers. Increased message filtering will also be implemented, and new limits will apply to both Restricted and Pending numbers. No further action is required if you have already verified your Toll-Free numbers.
Starting from April 1, 2023, the following industry-wide thresholds will be applied by Twilio for messaging sent over Restricted and Pending Toll-Free numbers:
Restricted:
- Daily limit: 500 messages
- Weekly limit: 1,000 messages
- Monthly limit: 2,000 messages
Pending:
- Daily limit: 2,000 messages
- Weekly limit: 6,000 messages
- Monthly limit: 10,000 messages
Registration is still mandatory for all Toll-Free numbers when sending messages to Canada.
In the near future, the verification process must be completed before sending any traffic to a Toll-Free number. The specific date will be announced soon, and preparing and planning for this change in onboarding processes is recommended.
From April 1, 2023, messages sent via Toll-Free numbers that have yet to be verified will be subject to the above messaging limits. The messages will be blocked if these limits are exceeded, and an error code (30032) will be received. Attempting to exceed these limits using additional Toll-Free numbers (snowshoeing) is not allowed and will result in the same block and error code.
Why is this happening?
Implementing new daily, weekly, and monthly messaging limits aims to ensure compliance and align high-volume senders with the messaging industry standards.
How to purchase Toll-Free numbers?
The process for purchasing Toll-Free numbers is similar to buying regular numbers. However, you must select a Toll-Free area code, such as 800, 855, etc.
What do you need to do?
If you have Toll-Free numbers that exceed the new messaging limits and are unverified, you must submit these numbers for verification. To begin the process, follow these steps:
Visit the Toll-Free Registration page within the Location Phone Number Tab.
Fill out the form on the registration page, ensuring all required information is provided. It is crucial to include the Opt-In Description, which should contain the URL where customers consent to receive further messages.
The Opt-In description must comply with SMS language and should not be hidden within privacy policies or terms and conditions.
It is essential to provide proof of opt-in to avoid any rejections from the carrier. Two examples of opt-in can be found here:
A support ticket will be generated upon submitting the form, and the verification process will commence. It typically takes 4-6 weeks to complete the verification process through the telephony channel. During this period, your Phone Numbers will be placed in a "pending verification" state, which removes the messaging limits while our team reviews your submission.
Please be aware that some requests may take longer than the average processing time due to the high volume of Toll-Free verification requests. We are actively working to minimize delays and appreciate your patience as we handle the influx of requests. During this time, Toll-Free Number Registration tickets will remain closed, and you will receive an email notification once your registration is approved.
If no action is taken, messages sent via Toll-Free numbers from October 1, 2022, will be subject to the aforementioned messaging limits. Messages exceeding these limits will be blocked and accompanied by the error code "30032". It is important to note that using additional Toll-Free numbers to surpass these limits is prohibited and will result in the same block and error code.