# 30486: Toll Free verification rejection - HELP keyword response must meet requirements

Log Type: TWILIO

Log Level: ERROR

## Description

The Toll-Free phone number verification submission has been reviewed and it was rejected. 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

The HELP keyword response provided in your submission does not meet compliance requirements. Common issues include:

* Missing customer contact details (phone number, email, or website)
* Missing your business/brand name
* Incomplete or unclear support information
* Non-compliant formatting or content

### Possible solutions

* Update your HELP response to include:

  * Your business/brand name
  * Customer contact details (phone, email, or website)
  * Clear instructions for getting assistance
  * Hours of availability (if applicable)
* Ensure the response is concise yet complete

[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)