# 30476: Toll Free verification rejection - Opt-in not provided

Log Type: APPLICATION

Log Level: ERROR

## Description

The Toll-Free phone number verification submission has been reviewed and it was rejected. Effective Jan 31st, 2024, messaging traffic on this Toll-Free number is blocked until it's verified.

Verification is one component of ensuring A2P SMS is used by businesses in a legal and compliant manner. The review process looks at the business sending messaging (not the software powering it), the use case, sample content, the web presence, the opt-in/consent collected and associated website terms and privacy policies.

### Possible causes

Proof of opt-in for consumer to provide consent was not provided. Every end business must have consent from each recipient they send a message to. It's insufficient to select an opt-in method without description or providing evidence.

You may have submitted a URL for the opt-in workflow, but it did not demonstrate how the consumer opts-in to messaging. The URL can contain a link to the web form where the consumer opts-in, a hosted image file with a screenshot of how the consumer opts-in, or a link to a document that tells the story of the opt-in (such as a verbal opt-in script).

Any URL submitted must be reachable, resolvable and of access to the public.

Opt-in refers to the process of getting a consumer's permission to send them text messages. A2P message Senders should:

* Obtain a Consumer's consent to receive messages generally;
* Obtain a Consumer's express written consent to specifically receive marketing messages; and
* Ensure that Consumers have the ability to revoke consent.

Note: Any business with a terms of service or privacy policy that mentions sharing or selling consumer data/opt-in information is considered noncompliant.

### Possible solutions

Resubmit the toll-free verification with a link that tells the story of your opt-in workflow.

Resources:

[CTIA guidelines](https://www.ctia.org/the-wireless-industry/industry-commitments/messaging-interoperability-sms-mms)

[Consent/Opt-In](https://www.twilio.com/en-us/legal/messaging-policy#:~:text=with%20Twilio%20policies.-,Consent%20/%20Opt%2Din,-What%20Is%20Proper) in [Twilio's Messaging Policy](https://www.twilio.com/en-us/legal/messaging-policy)

[Why was my Toll Free Verification Rejected?](https://support.twilio.com/hc/en-us/articles/9321443984155-Why-Was-My-Toll-Free-Verification-Rejected)

[Required information for Toll-free verification](https://support.twilio.com/hc/en-us/articles/13264118705051-Required-Information-for-Toll-Free-Verification)

[Toll-Free best practices](https://support.twilio.com/hc/en-us/articles/360038172934-Information-and-best-practices-for-using-Toll-Free-SMS-and-MMS-in-the-US-and-Canada)