# 30511: Toll Free verification rejection - Verbal consent script must be provided

Log Type: APPLICATION

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

Your submission indicates verbal consent is used, but:

* No verbal consent script was provided
* The script or documentation for verbal opt-in was incomplete
* The verbal consent process could not be verified

### Possible solutions

* Submit a detailed script showing the exact language used for obtaining verbal consent
* Include a simulated conversation demonstrating how users are informed and how their consent is collected
* Provide documentation of how verbal consent is recorded and stored
* Include instructions for how users can opt-out after providing verbal consent
* Consider implementing a confirmation text message after verbal opt-in

[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)