If your Toll-Free verification request fails for eligible reasons, you can correct and resubmit your request. For a full list of eligible rejection reasons see below. If eligible, you can resubmit your Toll-Free verification after correcting the identified content violation.
Toll-Free verification submissions that are eligible for resubmission will be left in a Pending state while waiting for the requested information. If no response is received within 7 days, the submissions will expire and you will have to submit a new submission.
Toll-Free Verification Guide for HP360 - Phone (US/Canada)
TABLE OF CONTENTS
- Rejection types eligible for resubmission
- Rejection types ineligible for resubmission
- Frequently Asked Questions
Rejection types eligible for resubmission
Each of the below rejection codes is eligible for resubmission. To resolve these issues, please take the corrective action(s) outlined in the table below, and then re-submit your Toll-Free Verification request with the updated information.
| Error Code | Rejection category | Rejection reason | Correction needed |
| 30448 | Content Violation - SHAFT - Alcohol with no robust age gate - Eligible for Resubmission with robust age gate | Age gate on site or in submission was similar to: “Are you 18/21+” Click Yes or No | Changing the Age gate to be collecting the Birthday in the form of Month/Day/Year. Example: Please Enter Your Birthday: MM/DD/YYYY |
| 30448 | Campaign Violation - Age Gate Not Present / Not Acceptable - Eligible for Resubmission with Robust Age Gate implemented | Age gate on site or in submission was similar to: “Are you 18/21+” Click Yes or No | Changing the Age gate to be collecting the Birthday in the form of Month/Day/Year. Example: Please Enter Your Birthday: MM/DD/YYYY |
| 30449 | High Risk - Public URL Shortener - correct to branded url domain | Link is a free public domain link associated with high abuse rates | Update link to show brand or paste full unshortened link to website |
| 30449 | High Risk - Non-secured URL - correct to https:// | Rejected for insecure URL in message contents - only secure urls may be sent via A2P | Adding the https protocol |
| 30445 | Invalid Information - Can't Verify Business Information - Correct Business Information / Address / Contact / URL - Eligible for Resubmission | Business information could not be verified, was not provided, is not valid | Provide the end user business information in all fields |
| 30445 | Invalid Information - Can't Validate URL - Website is not accessible / not available - Eligible for Resubmission | Corporate URL/Website provided did not resolve, is not yet live, says “Coming Soon”, password protected, etc | Ensure the Corporate URL/Website is live, working, and publicly accessible |
| 30511 | Toll Free verification rejection – Verbal consent script must be provided | Your Toll-Free verification was rejected because you indicated that verbal consent is used for opt-in, but you did not provide a verbal consent script, or the script was incomplete or insufficient. Carriers require a clear, detailed script showing exactly how verbal consent is collected from users. | To resolve this and resubmit, please prepare a detailed verbal consent script that clearly outlines the exact language used to obtain user consent for receiving messages via the Toll-Free number. Include a sample or simulated interaction demonstrating how consent is collected, along with details on how this consent is recorded and stored. Ensure the script also covers clear opt-out instructions for users. Once done, resubmit the Toll-Free verification with the script and any supporting documentation attached. |
| 30445 | Invalid Information - ISV Contact Information Provided, Need Assigned End User - Eligible for Resubmission | Business information provided is an ISV or not the end user that will be sending out SMS content | Providing the end-user business name, address, first and last name contact, email address, and URL that will be directly engaging with the SMS subscriber/mobile handset |
| 30446 | Opt-in - Not sufficient for campaign type - Express Consent Required - Eligible for Resubmission | Use case is Marketing/Promotional, but Express consent is not collected | Express Consent is specifically gaining approval from the handset end user to receive marketing messaging. This approval cannot be part of a transaction, terms of service, or privacy policy. It must be a stand alone approval. |
| 30446 | Opt-in - Consent for messaging is a requirement for service - Eligible for Resubmission | Opt in provided does not include language that the mobile user is consenting to receive SMS messaging. Users signing up their email address is not consent for SMS. | Gain approval for sending SMS messaging. This does not include the customer simply providing their phone number as part of a transaction, filling out a form, etc. There must be language the customer understands giving their phone number means they are signing up to receive SMS |
| 30446 | Opt-in - No opt-in provided - Eligible for Resubmission | *Opt in field was left blank, filled with “N/A”, “see attached” - but not included *Opt in image/URL does not show where or how the handset end user opts in to receive SMS *“Opt in” is part of Terms of Service or Privacy Policy *Opt in links provided are behind login/password secure links *Opt in links are expired or private such i.e. Google Drive *Opt in links provided go to a page where information needs to be filled into progress through. I.e Job Application form where information needs to filled in to progress to opt in page *Opt in field includes only “Online”, “Text to Join”, “Keyword” *Opt in provided on another internal ticket and not on the Verification Submission *Opt in image provided was not clear/high resolution enough for consent language to be read *For bulks - opt in was provided on individual tickets and not on the csv | *Provide the opt in collected showing the approval and consent from the handset end user to receive SMS *Provide the opt in collected showing the approval and consent from the handset end user to receive SMS *Provide updated opt in that is outside of terms or service or privacy policy *Provide publicly accessible links *Provide active and publicly accessible links *Provide a screenshot of the opt in or direct link to where the handset end user opts in *Provide where online such as a URL or screenshot, provide the keyword and where the handset end user finds this keyword, etc. *Provide as much detail as possible with screenshots, pictures of POS, pictures of signage with Keywords or other means to show how the handset user opts in *Provide the opt in from the other ticket/channel in the Verification Submission *Provide a clear and readable image for opt in assessment *Provide the opt in on the bulk csv |
| 30446 | Opt-in is shared with 3rd Parties - Remove language for information sharing / Add language that opt-in is not allowed - Eligible for Resubmission | Opt in language includes that SMS will come from business the customer is signing up with but also from other affiliates, partners, etc. | End practice of sharing opt in for multiple businesses and opt in is only a 1:1 for opt in |
| 30447 | Campaign Violation - Single Number Used for Multiple Businesses - please assign a TFN per business - Eligible for resubmission | One number is being used for multiple businesses | Get 1 number for each business |
| 30447 | Additional Information Requested - Justification for more than 5 numbers / business | More than 5 numbers listed with the same business name and address | Explain why 1 business at 1 location/address needs more than 5 numbers. Are they for different agents at one location? Are they used for different departments in a single location? Different locations (like a franchise) - is so, provide the address to each location |
| 30473 | Toll Free verification rejection - Cannot validate business website URL | This error means your Toll-Free Verification submission was rejected because the business website URL could not be validated. | Verify that the businessWebsite value is the correct public website for the business or organization using the toll-free number. Open the website in an incognito or private browser session and confirm that it loads without a login, password, or other restricted access. If the site is not live yet, wait until it is publicly available and fully operational before you resubmit. |
| 30483 | Toll Free verification rejection - Contact must be a business representative | Your Toll-Free verification request was rejected because the business contact on the submission does not appear to be a real person authorized to represent the business. | Update businessContactFirstName and businessContactLastName with the full first and last name of a real person who is authorized to represent the business using the Toll-Free number. Make sure the contact details you submit belong to that business representative, including businessContactEmail and businessContactPhone. |
| 30489 | Toll Free verification rejection - Website must be established and active | The website provided in your submission appears to be incomplete, under construction, not yet launched, lacking sufficient business information to establish credibility, or missing essential details such as contact information or services offered. | Submit a fully developed, live website with clear business information. Ensure your website includes complete contact information, description of services provided, business details that match your verification submission, and content that establishes business legitimacy. |
| 30496 | Toll Free verification rejection - Use case and use case summary inconsistent | There is a mismatch between the selected use case and the use case summary in your submission. | Review your submission to ensure the use case and use case summary align perfectly. Update either the use case selection or the summary to ensure consistency. Make sure all sections of your submission reflect the same messaging purpose. Avoid mixing different use cases in a single submission. |
| 30505 | Toll Free verification rejection - Opt-in must be optional, not required | Your opt-in process requires users to consent to receiving messages as a condition for completing unrelated actions such as creating an account, making a purchase, accessing services, or completing registration. | Update your forms to ensure users can complete their primary action without being required to opt in to messaging. Clearly indicate that messaging consent is optional and separate from the main service. Ensure users can decline messaging while still completing their primary action. |
| 30507 | Toll Free verification rejection - Opt-in does not match use case | There is a mismatch between the opt-in language or method and the use case described in your submission. | Ensure your opt-in explicitly matches the use case described in your submission. Update the opt-in text to specifically reference the intended message types. Align all aspects of your submission with the actual messaging purpose. |
| 30513 | Toll Free verification rejection - Opt-in not sufficient: Language Unclear | Twilio rejected your Toll-Free verification submission because the opt-in language does not clearly show that recipients are consenting to receive text messages. | Rewrite the opt-in language so it explicitly asks users to agree to receive SMS or text messages from your business. Keep messaging consent separate from acceptance of your privacy policy or terms of service. State what messages the user will receive so the consent is specific and easy to understand. |
| 30527 | Toll Free verification rejection - Business Registration Number is Missing or Invalid | This error occurs when the Business Registration Number fields in your Toll-Free Verification submission are missing, invalid, or cannot be validated against the business information you submitted. | Verify that the registration number, registration authority, and registration country match your official business documents. For US businesses, use a valid 9-digit EIN. For businesses outside the US, use the official registration number issued by the appropriate authority in the country of registration. |
| 30530 | Toll Free verification rejection - Official business registration documents required | We were unable to fully verify your business based on the information provided. | Submit official business registration documents such as a business registration certificate, articles of incorporation, or business license. Include documents in the Additional Information field when resubmitting your verification request. Ensure your website content clearly reflects your business operations and matches the details provided in your verification submission. |
Error 30437 - The rejected toll-free verification time window has reached the 7 day expiration. An edit is accepted, but the toll-free number remains unverified and the submission is no longer prioritized, so time to process is similar to a new submission. Effective Nov 8, 2023, messaging traffic on this Toll-Free number is blocked until it’s verified. Solution - Edit and submit the toll-free verification for the number fixing the rejection reasons. This will be handled as a new submission. And please make sure none of the above/below(Rejection types for eligibleineligible for resubmission) issues are present in the submission info.
Rejection types ineligible for resubmission
Each of the below rejection errors is due to forbidden messaging categories and are therefore ineligible for resubmission. Please note that in addition to Toll-Free Messaging content restrictions, any use cases that violate the Lead Connector Acceptable Use Policy or Messaging Policy are also not allowed on the Lead Connector Phone platform, regardless of number/sender type or destination country.
Notice: Users who disagree with their rejection can Contact Support to request an appeal. In your request, please include the details of your appeal, and the subject line "Toll-Free Verification Rejection Appeal for (your business name or number)".Error Code | Rejection Category | Rejection reason |
30441 | Content Violation - SHAFT - Sex - Not Eligible for Resubmission | Submission included content such as nudity, pornography, sex toys, or other adult content |
30441 | Content Violation - SHAFT - Hate - Not Eligible for Resubmission | Submission included speech that is hateful, profanity, violent, incites violence, or similar speech |
30441 | Content Violation - SHAFT - Firearms - Not Eligible for Resubmission | Submission included: Firearms, Ammo, Gun Ranges (Common for guns to be sold at Gun Ranges) |
30441 | Content Violation - SHAFT - Tobacco / Vape - Not Eligible for Resubmission | Submission included products such as: Cigarettes, Cigars, Tobacco Products (Chew, etc), Vape, Vape Juice, or similar items |
30441 | Content Violation - SHAFT - CBD/Marijuana - Not Eligible for Resubmission | Submission included products such as: Cannabis, Marijuana, CBD, THC, Hemp or similar items |
30442 | Known Spam Campaign - Not Eligible for Resubmission | Spam/Fraud team has flagged the number/business/traffic for spam or fraud |
30443 | Disallowed Content - Loan Marketing - Not Eligible for Resubmission | Submission includes mortgage, auto, student, personal, payday or other loans being marketed |
30443 | Disallowed Content - 3rd Party Debt Collection - Not Eligible for Resubmission | First party opt in by nature of the business is not present |
30443 | Disallowed Content - Gambling - Not Eligible for Resubmission | Submission includes Casino, Betting, or Gambling |
30443 | Disallowed Content - Sweepstakes - Not Eligible for Resubmission | Submission includes sweepstakes, contest, other prize awards |
30443 | Disallowed Content - Stock Alerts - Not Eligible for Resubmission | Submission includes information around stock, the stock market, and similar content |
30443 | Disallowed Content - Cryptocurrency - Not Eligible for Resubmission | Submission includes Cryptocurrency, NFTs, Block chain and other similar currencies |
30443 | Disallowed Content - Risk Investment - Not Eligible for Resubmission | Campaign represents a fiscal transaction where end users are promised a return on initial investment |
30443 | Disallowed Content - Debt Reduction - Not Eligible for Resubmission | Submission includes content about consolidating or reducing debt |
30443 | Disallowed Content - Credit Repair - Not Eligible for Resubmission | Submission includes content about repairing/improving credit |
30443 | Disallowed Content - 3rd Party Lead Generation - Not Eligible for Resubmission | Personal customer information is shared outside of the end business with Partners, Affiliates, 3rd Parties or other businesses the mobile user has not directly opted in to receive SMS or have their information shared with |
30443 | Disallowed Content - Federally Illegal Substances - Not Eligible for Resubmission | Any federal illegal substances |
30442 | Known Phishing Campaign - Not Eligible for Resubmission | Spam/Fraud team has flagged the number/business/traffic for phishing campaigns |
30444 | High Risk - Fraud - Not Eligible for Resubmission | Spam/Fraud team has flagged the number/business/traffic for spam or fraud |
30444 | High Risk - Deceptive Marketing - Not Eligible for Resubmission | Campaign was assessed for deceptive marketing tactics |
| 30526 | Toll Free verification rejection - High-risk domain issues | Domain provided was flagged for high-risk issues with the website URL provided, such as a recently registered domain with minimal history, domain associated with suspicious activity, security vulnerabilities or improper configuration, or misalignment between domain ownership and business details. This content is ineligible for resubmission with the current domain. For future submissions, ensure your domain has been established for a reasonable period, is properly secured and configured, has clear ownership aligned with business details, and maintains a positive reputation. |
Frequently Asked Questions
Q: What happens to my traffic if my Toll-Free number is rejected?
If your Toll-Free number is rejected for one of the reasons listed in the Rejection types eligible for resubmission table above, your Toll-Free number will stay in a Pending state for up to 7 days, which allows your traffic to continue to send while you provide an amended submission with the information / changes requested. After 7 days, if your Toll-Free number submission is not amended, your traffic will move back to Restricted(Not Verified) causing your traffic to be blocked with a 30032 error and you will have to submit a new Toll-Free verification request.
If your Toll-Free number is rejected and is listed in the Rejection types ineligible for resubmission table above, your Toll-Free number will move to a Blocked state and your traffic will be blocked with a 30032 error.
Q: My verification request was rejected, and is ineligible for resubmission - What can I do?
If your Toll-Free Verification request was rejected and is ineligible, you may be able to use another Hair Pro 360 product to reach your recipients.
The HP360 Email is an option for many of the above use cases. For example, cannabis- or CBD-related messaging may be conducted via email, as long as you have proper age gating in place and are sending toward recipients in a locale where the substance is legal. In addition, the Twilio Programmable Voice product is not subject to the same carrier restrictions as SMS.
Q: What happens if I don't complete Verification?
Starting on November 8, 2023, all unverified (Restricted) Toll-Free numbers will be blocked from sending messages to the US. Restricted Toll-free messaging traffic to Canada continues to remain blocked until verified.
Also, starting on January 31, 2024, all Pending Toll-Free numbers will be blocked from sending messages to the US.
See the table above for messaging sending limits until then.
All restricted and pending traffic filtered for these reasons will be blocked with error code 30032. Using additional Toll-Free numbers to exceed these limits or circumvent filtering isn’t allowed, and will result in the same block and error code. Verification is recommended for all customers regardless of volume.
Q: I am sending the limited allowed amount of segments but messages are still not going through.
When using toll-free numbers, please be aware: Toll-free numbers can have messages filtered or blocked, even under the daily limit. If you see Error 30032, you might've hit a limit or a filter. The stated limits are the maximum the toll-free number can send, but not always guaranteed. For fewer issues, verify the toll-free numbers early as Verified numbers have a lower risk of message filtering.
Q: Do I need to be a US business in order to register at a Toll-Free number?
No, you can use business addresses from other countries to register
Q: Will I be charged if I encounter an error when sending an SMS?
If there's an internal error with HP360 Phone before the message is handed off to the phone provider, you won't be charged. However, charges apply to every message where a delivery attempt has been made, regardless of the final delivery status. This includes messages sent from toll-free numbers, A2P numbers, and those not deliverable due to country restrictions or other factors. We urge users to be fully informed and cautious before sending messages, as refunds will not be provided for undelivered SMS.