In case your Toll-Free verification request fails for eligible reasons, you can take corrective action and resubmit your request. To get a full list of eligible rejection reasons, please see the information provided below.
If your verification is eligible for resubmission, you can correct the identified content violation and re-submit your Toll-Free verification request by re-submitting the form available on the compliance page.
Toll-Free verification submissions that are eligible for resubmission will be left in a Pending state while waiting for the requested information. The typical approval time varies but current averages between 4-8 weeks.
If no response is received within 14 days, the submissions will be rejected and you will have to submit a new submission.
Rejection Types Eligible for Resubmission
Each of the below rejection codes are 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.
Rejection Reason | Correction Needed |
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. |
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. |
Link is a free public domain link associated with high abuse rates. | Update link to show brand or paste full un-shortened link to website. |
Rejected for insecure URL in message contents - only secure urls may be sent via A2P. | Adding the https protocol. |
Business information could not be verified, was not provided, is not valid. | Provide the end user business information in all fields. |
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. |
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. |
Use case is Marketing/Promotional, but Express consent is not provided. | 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. |
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. |
|
|
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 |
One number is being used for multiple businesses | Get 1 number for each 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 |
Rejection Types Ineligible for Resubmission
Each of the below rejection errors are 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 Call Loop's Acceptable Use Policy or Messaging Policy are also not allowed on Call Loop's platform, regardless of number/sender type or destination country.
Rejection Category | Rejection reason |
Content Violation - SHAFT - Sex - Not Eligible for Resubmission | Submission included content such as nudity, pornography, sex toys, or other adult content |
Content Violation - SHAFT - Hate - Not Eligible for Resubmission | Submission included speech that is hateful, profanity, violent, incites violence, or similar speech |
Content Violation - SHAFT - Firearms - Not Eligible for Resubmission | Submission included: |
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 |
Content Violation - SHAFT - CBD/Marijuana - Not Eligible for Resubmission | Submission included products such as: Cannabis, Marijuana, CBD, THC, Hemp or similar items |
Known Spam Campaign - Not Eligible for Resubmission | Spam/Fraud team has flagged the number/business/traffic for spam or fraud |
Disallowed Content - Loan Marketing - Not Eligible for Resubmission | Submission includes mortgage, auto, student, personal, payday or other loans being marketed |
Disallowed Content - 3rd Party Debt Collection - Not Eligible for Resubmission | First party opt in by nature of the business is not present |
Disallowed Content - Gambling - Not Eligible for Resubmission | Submission includes Casino, Betting, or Gambling |
Disallowed Content - Sweepstakes - Not Eligible for Resubmission | Submission includes sweepstakes, contest, other prize awards |
Disallowed Content - Stock Alerts - Not Eligible for Resubmission | Submission includes information around stock, the stock market, and similar content |
Disallowed Content - Cryptocurrency - Not Eligible for Resubmission | Submission includes Cryptocurrency, NFTs, Block chain and other similar currencies |
Disallowed Content - Risk Investment - Not Eligible for Resubmission | Campaign represents a fiscal transaction where end users are promised a return on initial investment |
Disallowed Content - Debt Reduction - Not Eligible for Resubmission | Submission includes content about consolidating or reducing debt |
Disallowed Content - Credit Repair - Not Eligible for Resubmission | Submission includes content about repairing/improving credit |
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 |
Disallowed Content - Federally Illegal Substances - Not Eligible for Resubmission | Any federal illegal substances |
Known Phishing Campaign - Not Eligible for Resubmission | Spam/Fraud team has flagged the number/business/traffic for phishing campaigns |
High Risk - Fraud - Not Eligible for Resubmission | Spam/Fraud team has flagged the number/business/traffic for spam or fraud |
High Risk - Deceptive Marketing - Not Eligible for Resubmission | Campaign was assessed for deceptive marketing tactics |
What happens to my traffic if my Toll-Free number is rejected?
If your Toll-Free number is rejected for any of the reasons listed in the Rejection types eligible for resubmission table above, don't worry. 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 correct the issue and submit a revised verification request.
However, if the issue is not addressed within 7 days, your traffic will move back to Restricted, and you will need 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.
My verification request was rejected, and is ineligible for resubmission - What can I do?
Sadly, there's not much more we can do at this time. We wish there was a solution, however there doesn't seem to be one at this time that the carriers provide.