# 30531: Toll Free verification rejection - HELP keyword response must meet requirements

Log Type: APPLICATION

Log Level: ERROR

## Description

The Toll-Free phone number verification submission has been reviewed and rejected. Messaging traffic on this Toll-Free number is blocked until it is verified. Verification is one component of ensuring A2P SMS is used by businesses in a legal and compliant manner. The review process evaluates the business sending messaging, the use case, sample content, web presence, opt-in/consent collected, and associated website terms and privacy policies.

### Possible causes

* `HELP` keyword response is missing customer contact details such as a phone number, email, or website.
* `HELP` keyword response is missing the business or brand name.
* `HELP` keyword response contains incomplete or unclear support information.
* `HELP` keyword respond's formatting or content is non-compliant.

### Possible solutions

* Update the `HELP` keyword response to include your business or brand name and customer contact details such as phone, email, or website.
* Ensure the `HELP` response provides clear instructions for getting assistance.
* Resubmit the Toll-Free verification request after updating the `HELP` response to meet requirements.

#### Additional resources

* [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)