# 30479: Toll Free verification rejection - justification needed for more than five toll free phone numbers per businesses

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

Verification supports up to 5 toll-free phone numbers for a single entity in a verification submission with no additional information required for traffic intended for US subscribers. For businesses requesting 6 or more toll-free phone numbers approved for verification, please include a detailed explanation in the "Additional Information" field as to the reason for additional toll-free phone numbers.

For ISVs or aggregators who provide messaging service to businesses, it's expected that the information provided represents the entity (your customer) that is engaging with the opted-in consumer. Therefore, a toll-free verification should not be associated with the ISV. Exceptions may apply when the use case clearly showcases that the ISV manages opt-in mechanisms and is the sole message content creator.

Sending to Canadian handsets qualify for 1 toll-free number per business, as outlined in the Canadian Code of Conduct guide.

### Possible solutions

Resubmit and explain the reason for additional toll-free phone numbers within the Additional information field.

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)