10DLC & A2P Error Code Dictionary

Possible causes

* You tried to send too many messages too quickly and your message queue overflowed. * You tried sending all your messages from a single Sender with an insufficient send rate limit (Message Segments per Second) for that volume, and you need additional throughput to handle the volume. * There are Messages Per Second (MPS) limits applied for your Senders, Messaging Services, and Accounts that you ma

How to fix

* **Recommended** Try using a Messaging Service with multiple senders and it will load balance for you. * Try adding more senders into your Messaging Service. * If you are messaging in the US or Canada, talk to Twilio Sales about getting a Toll Free or Short Code number that allows you to send more messages per second. * Try sending your message again after waiting for some time. * If you have set

Possible causes

* Your account balance became negative, you had overdue payments, or auto-recharge wasn't available, which caused the account to be suspended before delivery. * Twilio suspended the account after detecting activity that violates the Acceptable Use Policy, such as spam, fraudulent traffic, or other prohibited use. * Twilio suspended the account because it detected suspected fraud, abuse, unusual tr

How to fix

* Check recent email notices from Twilio and follow any remediation steps in the suspension notice before retrying messages. If you received a Support notification email, reply directly to that email to speed up review and reactivation. * Review your billing status. If the account has a negative balance or failed recharge, add funds, resolve overdue payments, or enable or update auto-recharge so t

Possible causes

* The recipient device is powered off or otherwise unavailable. * The device has insufficient signal or is roaming off-network, so the carrier cannot reach it. * The destination number cannot receive SMS, such as a landline or another unsupported line type. * A downstream carrier or mobile network issue is preventing delivery to the handset. * If you send from a short code, the recipient's wireles

How to fix

* Retry the message with another test send through the REST API. A one-time downstream issue can cause a transient delivery failure. * Confirm that the destination device is powered on and has usable signal. If signal is weak, have the recipient reconnect to the network and try again. * Confirm that the device is connected to its home carrier network. Twilio cannot guarantee delivery to devices ro

Possible causes

* The destination number is blocked from receiving messages, resulting in a Message blocked status. * The recipient's device is turned off or out of coverage, which can cause the message to return 30004. * The destination number cannot receive SMS (for example, a landline). For India, Do Not Disturb (DND) and domestic Distributed Ledger Technology (DLT) regulations can also block delivery. * Carri

How to fix

* Reproduce and baseline the issue by sending a fresh test via the API. Check the recipient device for power and coverage, try a shorter single‑segment body, and test from a different Twilio sender instead of an Alphanumeric Sender ID. * If the recipient previously opted out, ask them to opt back in by sending START or UNSTOP to your sender, and then retry. Attempts to message an unsubscribed reci

Possible causes

* The destination number is unknown and may no longer exist. * The device is powered off or has insufficient signal. * The destination number cannot receive SMS messages, such as when the number is a landline. * An issue at the mobile carrier is preventing delivery.

How to fix

* Send another test message with a REST API request to confirm whether the error persists. * Verify the destination number is in proper E.164 format with the correct country code and subscriber number. * Check the recipient's device and network conditions, such as power, signal strength, and whether the device is on its home network (not roaming). * Test whether the recipient can receive non‑Twili

Possible causes

* The destination number is a landline number, which generally cannot receive SMS messages. * You sent the message with a short code and the destination carrier could not be reached with that sender. * The destination number is valid, but its line type is not appropriate for your SMS use case. Lookup can return line types such as landline, mobile, fixedVoip, and nonFixedVoip.

How to fix

* Use Lookup Line Type Intelligence before sending. Make a GET /v2/PhoneNumbers/{PhoneNumber} request with Fields=line_type_intelligence and inspect line_type_intelligence.type. * If Lookup returns landline, do not retry the same SMS to that destination. Send to a mobile number instead. * If you send with a short code, add alternative senders to a Messaging Service so Twilio can fall back to a lon

Possible causes

* Your message was identified as spam or unwanted messaging by Twilio's message filtering system * Your message was flagged as objectionable and blocked by a wireless carrier

How to fix

* Ensure your messaging use case complies with Twilio's Messaging Policy and Acceptable Use Policy * Review the information in How Does Message Filtering Work? to understand what causes filtering. * See How do I prevent my Twilio messages from being filtered (blocked)? for specific tips on avoiding message filtering. * If you believe your messages are compliant with Twilio and carrier policies, pl

Possible causes

* The destination handset is off, unavailable, or otherwise unable to receive SMS at the time of delivery. * The destination device is roaming or temporarily off network. * The issue is isolated to a specific handset or carrier path, even if other destinations continue to receive messages successfully. * The destination network does not accept the sender you used, especially when you send with an

How to fix

* Review the message in Messaging logs and inspect the delivery events, ErrorCode, and request details so you can confirm whether the message ended in failed or undelivered. * Confirm that the destination phone is powered on and can receive SMS from non-Twilio senders. * Ask the recipient to disable roaming or reconnect to their home network, then retry the message. * Send test messages to other m

Possible causes

* The mobile network or carrier didn't successfully send the entire message to Twilio. * The sender's handset didn't successfully send all segments. * The sender was in poor network coverage, which caused an incomplete message to be sent.

How to fix

* Ask the sender to try sending the message again from an area with stronger network coverage. * If the sender is sending a long SMS, ask them to shorten the message or send it as multiple separate messages. SMS messages longer than a single segment are concatenated into multiple segments, so reducing the number of segments can reduce the chance that one segment is missed. * If this issue occurs r

Possible causes

* The downstream carrier is experiencing congestion in MMS traffic. * Your application is sending MMS traffic in bursts during a period when carrier MMS capacity is constrained.

How to fix

* Send messages over a longer period of time instead of sending large bursts. * If the traffic isn't time-sensitive, schedule messages with ScheduleType and SendAt to spread delivery more evenly. * Review your MMS throughput and queueing strategy for the account and sender types you use so peak traffic doesn't add avoidable burst pressure. * If you send high-volume messaging traffic, consider Traf

Possible causes

* The recipient you are sending a message to is on a network that requires alphanumeric sender ID pre-registration, and our records indicate that your sender ID is not registered.

How to fix

* If your message is marked "undelivered," your message was likely rejected by the mobile network and you will need to register an Alpha Sender ID to improve delivery to that network. * If your message is marked "delivered," it may have been delivered successfully. However, it is still strongly recommended to register an Alpha Sender ID for the destination country if possible. * Learn more about A

Possible causes

Content size exceeded carrier limit could be caused by too many characters or bytes in the message. UCS-2 encoded messages could have different limitations than GSM encoded messages.

How to fix

Content size should be within carrier limits. Message size should be within the carrier limits.

Possible causes

* Your application is sending messages faster than the carrier allows for your campaign type. * Combined traffic across the phone numbers assigned to the same campaign exceeded the campaign's allowed throughput. * You sent too many messages to the same phone number in a short timeframe.

How to fix

* Reduce your sending rate so it stays within the throughput assigned to your campaign. * Queue or spread message bursts over time instead of sending them all at once. * Reduce rapid repeat sends to the same recipient. * Review your approved campaign type and throughput if your use case needs more MPS than your current campaign allows.

Possible causes

* You have sent the maximum amount of message segments for the day on a given Brand. * You have sent the maximum amount of message segments for the day across multiple Brands associated with your EIN, which could include Brands associated with other Twilio accounts or providers.

How to fix

* You must wait till the next calendar day to resume message sending. The day resets at 00:00 Pacific Time (US). Pacific time is affected by Daylight Savings Time and Standard Time switches. * To avoid exceeding your daily limit, monitor your daily T-Mobile usage using the Messaging Insights tool. * You can also use the 30025 and 30026 'Daily Traffic Used' and 30027 'Daily Traffic Exceeded' error

Possible causes

* The numeric sender hasn't finished carrier provisioning. * You recently registered a US A2P 10DLC number and carrier provisioning for the associated Campaign is still in progress. * Your short code isn't fully provisioned for production traffic, or the carrier disabled it because of cancellation or compliance issues. * The destination number recently ported to a new carrier and routing updates h

How to fix

* Confirm which sender type you are using for that destination and complete any required registration or verification before sending production traffic. * If you are sending with a US 10DLC number, verify that your Brand and Campaign registration are complete and allow time for carrier provisioning to finish. * If you are sending with a toll-free number to the United States or Canada, complete tol

Possible causes

* You have consumed 50% of your T-Mobile daily message limit for the day.

How to fix

* No action is required from you. * To view the warning and errors in the debugger, please visit here. * To view your daily T-Mobile message limit, please visit Trust Hub - A2P Messaging, select your US A2P brand, and view the details of your TCR trust score (registered customers only). * To view your daily T-Mobile usage, please use the Messaging Insights tool.

Possible causes

* You have consumed 70% of your T-Mobile daily message limit for the day.

How to fix

* No action is required from you. * To view the warning and errors in the debugger, please visit here. * To view your daily T-Mobile message limit, please visit Trust Hub - A2P Messaging, select your US A2P brand, and view the details of your TCR trust score (registered customers only). * To view your daily T-Mobile usage, please use the Messaging Insights tool.

Possible causes

* You have consumed 100% of your T-Mobile daily message limit for the day.

How to fix

* If you infrequently exceed your T-Mobile daily message limit, you can consider prioritizing messages (e.g., OTP codes over marketing materials). * If you frequently exceed your T-Mobile daily message limit, you may be able to increase your daily limit: * For unregistered customers, please consider registering in the Twilio Console - Trust Hub. * For registered customers, if you need to send more

Possible causes

API version is not specified or is not either 2008-08-01 or 2010-04-01

How to fix

Use API version 2008-08-01 or 2010-04-01

Possible causes

* The request includes an unsupported or misspelled ContentRetention value. retain and discard as supported values for the Messages resource. * The request uses Message Privacy behavior on an account that is not enabled or configured for Message Redaction. Twilio requires you to configure Message Privacy features on the account before using those controls. * The request tries to override account-l

How to fix

* Update the request so ContentRetention uses a supported value. Use retain or discard based on the behavior you want for that message. * If Message Redaction is enabled on your account and you need to keep message content for a specific message, set ContentRetention to retain. * If Message Redaction is disabled on your account and you need to redact content for a specific message, set ContentRete

Possible causes

* You passed a value for AddressRetention other than retain or obfuscate. * Your account is not enabled or configured for Message Privacy features.

How to fix

* Update your request to use a supported AddressRetention value. Use retain to keep the address available, or use obfuscate to redact it. * If you need message privacy controls on your account, enable and configure Message Redaction before sending requests with privacy overrides. * If you use a Messaging Service with phone number redaction, review your Message Redaction configuration and make sure

Possible causes

* You provided a nonnumeric value for MaxRate. * You set MaxRate to 0 or a negative number.

How to fix

* Set MaxRate to a positive float value. * If you are configuring Messaging throughput, choose a rate that matches the sending capacity you need. Twilio measures throughput in messages per second and queues requests that exceed available capacity.

Possible causes

* The Toll-Free number has not been submitted for verification and remains Restricted or Not verified. (help.twilio.com) * The verification request is still in review, so the number is Pending or Verification in progress. Pending Toll-Free traffic to the United States and Canada is blocked until approval. (help.twilio.com) * The verification request was rejected, so the number is not approved for

How to fix

* Open Console, go to Phone Numbers > Manage > Active numbers, select the Toll-Free number, and review the status in the Regulatory Information tab. (help.twilio.com) * If the number is not verified, submit a Toll-Free Verification request in Console or through the Messaging Compliance API. Do not send traffic from the number until the verification status is approved. * If the verification was rej

Possible causes

* The campaign was suspended after a carrier or ecosystem review found a campaign-to-traffic mismatch, spam, controlled substances, phishing, excessive complaints, illicit content, fraudulent messages, affiliate marketing, promotional gambling, missing age gating, illegal sweepstakes, or another policy violation. * The associated Brand is suspended, which also suspends every campaign attached to t

How to fix

* Check your email and the Twilio Support Center for the suspension notice and the next steps to resolve it. Twilio Support should contact you with guidance on how to fix the suspended campaign. * Fix the underlying compliance issue before sending again. If the Brand is suspended, resolve the Brand suspension first because all associated campaigns remain suspended until the Brand issue is addresse

Possible causes

* You sent a message to a U.S. number from a +1 10DLC number that is not associated with an approved A2P 10DLC Campaign. * Your Brand or Campaign registration is not complete, so the number is still unregistered for U.S.-bound 10DLC traffic. * The phone number is not in the Sender Pool of the Messaging Service linked to your approved Campaign. * You added multiple +1 10DLC numbers to a Sole Propri

How to fix

* Complete A2P 10DLC registration for your Brand and Campaign before sending messages to U.S. numbers from a +1 10DLC number. * Add the phone number to the Sender Pool of the Messaging Service associated with your approved Campaign. * Verify the number's A2P registration status. If the number is still unregistered, update the Messaging Service and Campaign association so the number is linked to a

Possible causes

* The number is in PENDING_REGISTRATION while Twilio completes Number Registration with ecosystem partners. * The number is in PENDING_DEREGISTRATION after you removed it from a Messaging Service, moved it between campaigns, or made another change that triggered deregistration. * You recently added, removed, or reassigned the number in a Messaging Service associated with a US A2P 10DLC campaign. *

How to fix

* Check the number's A2P registration status in Console and wait until the status is REGISTERED. * Allow up to 24 hours for Number Registration or deregistration to complete. Processing time can vary based on registration volume across ecosystem partners. * Do not remove and re-add the number to the Messaging Service in response to this error. That starts the registration process again and can del

Possible causes

* You set ValidityPeriod too low for the message use case. * The message waited in the queue longer than expected because you submitted a high volume of messages in a short period of time. * Your sender throughput or messaging rate limits caused messages to queue longer than the configured ValidityPeriod. * A ValidityPeriod configured on the message or on the Messaging Service was shorter than the

How to fix

* Retry the message with a longer ValidityPeriod. * Set ValidityPeriod to a value that matches how time-sensitive the message is and allows enough time for normal queueing. * If you send with a Messaging Service, review the Messaging Service validity period setting in the Console and increase it if needed. * If you set ValidityPeriod on individual API requests, confirm the value is appropriate for

Possible causes

* Outbound messaging is disabled for the account that submitted the request. * You sent the request with credentials for a different account or subaccount than the one you intended to use. * A suspended account or subaccount is blocking outbound SMS. Suspended main accounts also suspend their subaccounts.

How to fix

* Verify which account or subaccount is making the request. If you send from a subaccount, use that subaccount's Account SID and Auth Token. * Check the status of the affected account or subaccount. If you suspended a subaccount, update its Status to active to restore service. * If you did not intend to disable outbound messaging, or if the main account is suspended, contact Twilio Support from th

Possible causes

* The incoming message contains a one-time passcode or similar verification code.

How to fix

* If you are using a Trial account and need to receive inbound OTP messages, upgrade your account. * Use a different message template while you stay on Trial. * Contact Support if you need additional help.

Possible causes

* The inbound message appears to be machine generated. * The message likely came from an automated sender or autoresponder, and replying programmatically could create a loop. * Your application is set up to automatically react to inbound messages with TwiML or another automated reply path.

How to fix

* Do not rely on your incoming message webhook for this traffic. When Twilio applies this warning, Twilio does not send the inbound request to your configured TwiML URLs. * Configure a StatusCallback URL and monitor failed message callbacks so you can detect this error code in your application. * If you need to respond to these messages programmatically, handle the failed callback for this error a

Possible causes

* The recipient you are sending a message to is on a network that requires Alphanumeric Sender ID pre-registration, and our records indicate that your Sender ID is not registered. * You may have previously received a WARNING 30018 "Destination carrier requires Sender ID pre-registration" code. This is the corresponding ERROR version of that code when a block is indeed happening.

How to fix

* Learn more about Alpha Sender ID registration requirements here. * Use this form to register a Sender ID for the destination country.

Possible causes

* The destination country requires Alphanumeric Sender ID registration or authorization before you can send traffic. * The From value does not match a Sender ID that is registered for your account in the destination country. * The Sender ID is restricted in that country and your account is not yet authorized to use it there. * You are sending to a country that requires registration and you have no

How to fix

* Confirm that the destination country supports Alphanumeric Sender ID and whether registration is required before you send messages. * Register or request authorization for the Alphanumeric Sender ID in Twilio Console before sending to that country. * Make sure the From value exactly matches one of your registered Sender IDs for the destination country. Matching is case sensitive. * If you use mu

Possible causes

* The From value uses a generic Alphanumeric Sender ID that operators or local rules block for that destination. * The Alphanumeric Sender ID has not been registered or authorized for the destination country on this account. * The From value does not exactly match one of your registered Sender IDs for that country, which can leave you sending with a sender that is not authorized there.

How to fix

* Use an Alphanumeric Sender ID that is specific to your brand instead of a generic term. * Register the Sender ID or request authorization for the destination country before you send traffic there. * Set a default Sender ID for countries that require registration so Twilio can replace a non-matching From value with a compliant registered sender. * Review the destination SMS guidelines and confirm

Possible causes

* The Domain SID belongs to a different Twilio Organization. * You copied the wrong value into the request. For example, you used your branded URL or company domain name instead of the Domain SID. * The Messaging Service you are configuring does not belong to an account in the same Twilio Organization as the Link Shortening domain.

How to fix

* In Twilio Admin, open **Domains**, select the domain you want to use, and copy the Domain SID from the domain details page. Then use that SID in your request. * If you use the API, place the correct Domain SID and Messaging Service SID in the Link Shortening domain's Messaging Services subresource request. * Confirm that the domain and the Messaging Service both belong to the same Twilio Organiz

Possible causes

* The provider is experiencing a service disruption or a request timeout.

How to fix

* Try sending the message again later. * Use the Console Debugger in the Twilio Console to review message delivery errors before you resend.

Possible causes

* SMS Pumping Protection detected unusual traffic patterns for the destination number, region, country, or locale. * The destination matched a pattern associated with known malicious activity or SMS pumping fraud. * The destination number is still within a temporary block window, which is typically 15 to 30 minutes. * Additional suspicious activity was detected after an earlier block, so the tempo

How to fix

* Wait for the temporary block window to expire, then retry the message. Delivery usually resumes after 15 to 30 minutes, but it can take longer if suspicious activity continues. * Review the traffic pattern that triggered the block. Check whether your application is sending OTP, verification, or other high-volume traffic to destinations you do not normally message. * Keep RiskCheck enabled for OT

Possible causes

* The business address is not a valid address in the United States or Canada. * The state or province is invalid or does not match the rest of the address. * The country value is invalid. * The street address, house number, or unit information is invalid or incomplete. * The city or postal code is invalid or does not match the address provided. * More than one address field contains invalid data.

How to fix

* Review the business location in Console or in your API request and make sure you entered a complete, valid business address in the United States or Canada before you resubmit. * Correct the address fields so the street address, unit or suite, city, state or province, postal code, and country all describe the same valid location. * If you submit through the Toll-Free Verification API, update the

Possible causes

* The email address provided in BusinessContactEmail is incorrectly formatted. * The email domain is unknown or can't be validated. * The email address appears to be a disposable or temporary address. * The email address is otherwise invalid.

How to fix

* Update BusinessContactEmail to a valid email address for the business or organization using the toll-free number. * Check the email address for formatting mistakes such as missing characters, extra spaces, or an invalid domain. * Use a business contact email address from a valid, reachable domain instead of a disposable or temporary email address. * Resubmit the verification in Console or throug

Possible causes

* SMS Pumping Protection detected unusual traffic patterns for this destination or matched the traffic to system-known malicious activity. * Twilio temporarily blocked SMS traffic to the destination number while the fraud check remained active. * A legitimate recipient was flagged by mistake. False positives are possible, although Twilio works to keep them low.

How to fix

* Wait a few hours and try the message again. In many cases, the block is temporary and clears if Twilio does not detect additional suspicious activity. * If the traffic is legitimate and the issue continues, collect at least three affected Message SIDs from the last 24 hours in your SMS logs and open a support request for investigation. * If you need to send a known legitimate message without app

Possible causes

* Your trial project exceeded the maximum number of messages allowed for trial messaging. * Twilio applied additional trial messaging restrictions based on recent sending patterns.

How to fix

* Upgrade your account to remove trial messaging restrictions. After you upgrade, allow 3 to 4 hours for the change to propagate through Twilio systems, then retry your request. * Reduce the number of messages you send while you are testing on a trial project. * Review your trial account restrictions to confirm that your current testing volume fits within the allowed limits.

Possible causes

* Your submission describes a business or messaging program associated with hate speech, abusive communications, or communications connected to a hate group. * Your website, sample messages, opt-in flow, or supporting business information suggests a hate-related use case during the Toll-Free verification review. * Your messaging use case falls into a forbidden message category for SMS and MMS in t

How to fix

* Stop using this Toll-Free number for any hate-related or otherwise forbidden messaging. If your use case falls into a forbidden category, it is not eligible for Toll-Free approval. * Review your verification submission and remove any business description, website content, sample message, or consent flow that could make the use case appear to support hate-related communications. Make sure your su

Possible causes

* Your submission identifies the business, website, or messaging program as alcohol-related. * Your website or opt-in flow does not use an acceptable age-verification process for alcohol-related messaging. * Your age gate relies on a simple yes or no confirmation instead of collecting the user's full date of birth. * Your website or landing page makes alcohol-related content available before the u

How to fix

* Add a 21+ age gate to your website and opt-in flow before users can access alcohol-related content or enroll in messaging. * Require users to enter their full date of birth in MM/DD/YYYY format, or use a third-party age-verification service. * Remove any flow that exposes alcohol-related content before age verification is completed. * Update your verification submission so it clearly documents t

Possible causes

The toll-free phone number cannot be verified because the submission indicated that the business is associated with or the toll-free verification submission indicated a forbidden messaging category (SHAFT: Firearms and accessories). Firearms and accessories are not allowed on Toll Free, Short Code, or Long Code regardless of age gating.

How to fix

If you are confident that your business and messaging use case does not fit into forbidden message categories, contact Twilio Support to provide Additional Information that explains your use case. Forbidden Message Categories Why was my Toll Free Verification Rejected? Required information for Toll-free verification Toll-Free best practices Twilio's Messaging Policy

Possible causes

* Your business description or stated use case indicates tobacco, vape, or e-cigarette messaging. * Your website, sample messages, opt-in details, or other verification data caused the request to be categorized as a forbidden SHAFT use case. * Your use case relies on age gating, but tobacco, vape, and e-cigarette traffic is not allowed on Toll-Free messaging regardless of age gating.

How to fix

* Remove tobacco, vape, and e-cigarette traffic from the Toll-Free messaging use case. These categories are not supported on Toll-Free messaging. * If the rejection is incorrect, contact Support and provide additional information that clearly explains your business and messaging use case. * Check the verification record in the API or Console. If edit_allowed is true, update the request and resubmi

Possible causes

* The verification submission identified the business as a cannabis or CBD business. * The website, use case description, sample messages, or opt-in flow indicated marketing, sales, account activity, or other messaging for cannabis or CBD products. * The business was classified under a forbidden message category for SMS and MMS in the United States and Canada. * The submission included a use case

How to fix

* If your business or use case is cannabis or CBD related, do not resubmit the same toll-free SMS or MMS use case. This category is not eligible for approval. * If the rejection is incorrect, review the business website, message samples, opt-in description, and use case details. Correct any information that may have caused the submission to be misclassified, then resubmit if the request is eligibl

Possible causes

* Your submission states or implies that your business collects debt on behalf of another company, provider, or creditor. * Your website, terms, privacy policy, or sample messages indicate third-party debt collection activity. * Your use case includes debt consolidation, debt reduction, debt relief, or credit repair. These use cases are prohibited regardless of consent. * Your submission does not

How to fix

* Do not use Toll-Free SMS or MMS for third-party debt collection or for prohibited debt relief programs. * If you send first-party billing or account messages, update your verification details so they clearly identify the business that is owed the debt, explain how you collect consent directly from recipients, and match the sample messages and website content you submitted. * Review your website,

Possible causes

* Your submission described a gambling business or a gambling-related messaging program. (help.twilio.com) * Your website, brand, or sample messages referenced a forbidden gambling category such as casino apps, gambling websites, sweepstakes, 50/50 raffles, or betting and sports picks. (help.twilio.com) * Information in the submission made the use case appear to fall into a forbidden gambling cate

How to fix

* Do not submit or resubmit this Toll-Free number for SMS or MMS in the United States or Canada if your actual business or use case is gambling-related. Gambling traffic is prohibited on Toll-Free, Short Code, and Long Code routes in the United States and Canada. Rejections for content or Messaging Policy violations cannot be resubmitted. (help.twilio.com) * If the rejection was incorrect, contact

Possible causes

* Your business offers sweepstakes, raffles, contests, betting, casino-related services, or similar gambling activity. * Your Toll-Free verification submission, website, or sample messages indicate a forbidden gambling use case such as sweepstakes or 50/50 raffles. * Your business type itself falls into a forbidden category for SMS or MMS in the United States or Canada, even if the individual mess

How to fix

* Do not submit or resubmit a Toll-Free verification request for sweepstakes or other gambling-related messaging. These use cases are prohibited for SMS and MMS in the United States and Canada. (help.twilio.com) * If you believe your business was misclassified and your use case does not fit a forbidden category, contact Support and provide additional information that clearly explains your business

Possible causes

* Your submission identified the business or messaging program as stock alerts, stock trading, investing, or a similar high-risk financial service use case. * Your business appears to operate primarily in stocks, investing, or cryptocurrency, which is not eligible for Toll-Free verification for promotional or alerting traffic. * Your use case summary, sample messages, website, or opt-in flow sugge

How to fix

* If the submission was categorized incorrectly, contact Support and provide additional information that clearly explains your business, your actual messaging use case, and how recipients opt in. * If your business is a stock or investing platform, limit Toll-Free messaging to 2FA or transactional traffic only. Update your use case summary, sample messages, and website details so they reflect that

Possible causes

* The verification submission identified the business as being associated with cryptocurrency or another high-risk financial services use case. * The business website, use case description, sample messages, or opt-in details suggested that the toll-free number would be used for cryptocurrency-related messaging. * The submission did not clearly show that the messaging program fits an allowed busine

How to fix

* Review the submission details and confirm whether the business or messaging program falls into a forbidden message category. If it does, do not use this toll-free number for that SMS or MMS use case. * If the rejection is incorrect, contact Twilio Support with additional information that clearly explains your business, messaging use case, recipient opt-in flow, and sample messages. * Update the

Possible causes

* Your submission described a forbidden get rich quick scheme, such as a risk investment opportunity, pyramid scheme, mystery shopping program, or deceptive work-from-home offer. * The business itself falls into a forbidden category for SMS and MMS in the United States and Canada, even if the sample messages were limited or transactional. * Your website, opt-in flow, or supporting details suggeste

How to fix

* Review your business model, website, opt-in flow, and sample messages to confirm that your use case is not a forbidden get rich quick scheme. * If your business or messaging program was misclassified, contact Support and provide additional information that clearly explains your use case, consent flow, website context, and sample content. * If your use case does fall into this forbidden category,

Possible causes

* Your verification submission described a debt reduction, debt consolidation, or credit repair business or use case. * Your sample messages, website, opt-in flow, or business details suggested a prohibited debt forgiveness or debt collection category. * Your submission was reviewed as a forbidden messaging category for Toll-Free messaging in the US and Canada.

How to fix

* Do not use this Toll-Free number for debt reduction, debt consolidation, or credit repair traffic. These use cases are not eligible for Toll-Free verification. * Review the business description, website, opt-in details, and sample messages in your submission to confirm they do not describe a prohibited financial or debt relief program. * If the rejection does not match your actual business or us

Possible causes

* The submission identifies the business or messaging program as credit repair, debt repair, debt consolidation, debt reduction, or debt relief. These use cases are prohibited for SMS and MMS in the United States and Canada, even when the business has first-party consent. * Your website, sample messages, or other verification details describe a business category that falls under the forbidden debt

How to fix

* If your business actually offers credit repair or related debt reduction services, do not resubmit this Toll-Free verification for SMS or MMS. Use a permitted channel only if it fits your use case and compliance requirements. SendGrid Email API may be an option for many forbidden messaging categories, and Programmable Voice is not subject to the same carrier restrictions as SMS. * If your busine

Possible causes

* Your business, website, privacy policy, or terms indicate that you buy, sell, or share consumer information or mobile opt-in data. This is treated as a forbidden third-party lead generation use case. * Your submission describes affiliate marketing, affiliate lending, deceptive marketing, or another third-party lead generation model. These use cases are not allowed for SMS and MMS in the United S

How to fix

* If your traffic depends on transferred, purchased, sold, or shared lead data, stop using this toll-free number for that messaging use case. Third-party lead generation is a forbidden category and is not eligible for approval. * If your use case is actually first-party, update your website, privacy policy, terms, and opt-in flow so they clearly show that the end business collects consent directly

Possible causes

* The business is associated with cannabis, CBD, kratom, drug paraphernalia, vape or e-cig products, or fireworks. * The website, use case summary, or sample messages suggest that the business promotes, sells, supports, or facilitates a forbidden category. * The submission was filed as a permitted use case such as notifications or 2FA, but the underlying business itself is in a prohibited category

How to fix

* If your business or messaging use case is actually related to illegal substances or articles, do not resubmit the Toll-Free verification for SMS or MMS. Twilio does not allow these use cases on US and Canada SMS and MMS routes. * If the rejection was caused by incorrect or unclear information, review your website URL, use case summary, sample messages, and supporting details. Make sure they clea

Possible causes

* The submission indicates that the business or messaging program is associated with a forbidden messaging category classified as High Risk: Deceptive Marketing. * The stated use case, sample messages, website content, or opt-in materials appear misleading, deceptive, or inconsistent with the business being verified. * The verification review raised compliance concerns after evaluating the busines

How to fix

* Review the rejection details for the Toll-Free number in the Regulatory Information tab in Console and confirm whether the verification is eligible for resubmission. * If you believe the rejection is incorrect, contact Support and provide additional information that clearly explains your business, messaging use case, and consent flow. * Verify that the submission accurately reflects your end bus

Possible causes

* Your productionMessageSample includes a URL that uses http:// instead of https://. * Your productionMessageSample includes a URL without the required https:// prefix.

How to fix

* Correct the URL in your sample message to use https:// and resubmit the verification. * Ensure every URL you plan to send in message content is secured with https://. * If your rejected verification request can be edited, update the existing request and resubmit it. If it is not eligible for resubmission, correct the sample message and submit a new verification request.

Possible causes

* The business name, address, or other submitted business details could not be independently confirmed. * One or more required business fields are inaccurate, inconsistent, or incomplete, including BusinessName, BusinessStreetAddress, BusinessCity, BusinessStateProvinceRegion, BusinessPostalCode, BusinessCountry, BusinessContactFirstName, BusinessContactLastName, BusinessContactEmail, BusinessCont

How to fix

* Confirm that the submission identifies the end business that manages the opt-in and has the consumer relationship. If you are an ISV, submit the end business information instead of your own business details. * Review and correct all business information so it matches the business being verified and its public presence, including BusinessName, BusinessStreetAddress, BusinessCity, BusinessStatePro

Possible causes

* The website does not load, is unavailable, or is not operational. * The website requires a login, password, or other restricted access that prevents review. * The submitted URL does not match the website the consumer is engaging with. * The submitted URL is generic, unrelated, or a placeholder rather than the business website.

How to fix

* Verify that the businessWebsite value is the correct public website for the business or organization using the toll-free number, then resubmit the verification request. * Open the website in an incognito or private browser session and confirm that it loads without a login, password, or other restricted access. * If the site is not live yet, wait until it is publicly available and fully operation

Possible causes

* You submitted the ISV, aggregator, or platform business name, address, website, or contact details instead of the end business information. * The submission did not clearly identify the business that actually sends messages to the opted-in consumer. * The end business information was incomplete, missing, or not collected before the verification request was submitted. * You submitted a trial or o

How to fix

* Resubmit the Toll-Free Verification request with the end business's legal name, address, website, and business contact information. * Make sure the submission reflects the business that the consumer recognizes and has opted in to hear from. * Update your onboarding process so you collect the end business details before you submit a toll-free verification request. * If you are an ISV, create a Pr

Possible causes

Your opt-in mechanism requires that the consumer opt-in to messaging as a requirement of using your service, which is not allowed. Consent cannot be a requirement for your business's service. A business may not combine collecting a consumer's phone number with opting-in to receive marketing messaging. An explicit opt-in leaves no ambiguity for why the customer gave the phone number, and for how th

How to fix

* Ensure your opt-in mechanism is a distinct action during a consumer's sign up for your service. * An opt-in call-to-action (CTA) with a checkbox must be unchecked by default. Resources: CTIA guidelines Consent/Opt-In in Twilio's Messaging Policy Why was my Toll Free Verification Rejected? Required information for Toll-free verification Toll-Free best practices

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 wh

How to fix

Resubmit the toll-free verification with a link that tells the story of your opt-in workflow. Resources: CTIA guidelines Consent/Opt-In in Twilio's Messaging Policy Why was my Toll Free Verification Rejected? Required information for Toll-free verification Toll-Free best practices

Possible causes

The Terms of Service or Privacy Policy on the business's website indicates that Opt-in is shared with third parties, affiliates, partners, etc. Any business with a terms of service or privacy policy that mentions sharing or selling consumer opt-in data is considered noncompliant. Consent cannot be bought, sold, shared, transferred, or exchanged.

How to fix

Revise your processes to not share or sell consumer data/opt-in information with anyone. Revise your Terms of Service and Privacy Policy to remove all third party opt-in sharing language. If you have a "reasons we can share your personal information matrix" in your privacy policy that is not modifiable, adding a note below it that Messaging opt-in consent will not be shared is acceptable. Once com

Possible causes

* The Toll-Free number in your verification request is assigned to more than one business. * The same Toll-Free number is being shared across multiple businesses instead of being dedicated to one business. * The business listed in the verification request is not the only business using the number for messaging.

How to fix

* Use the Toll-Free number for only one business. * If more than one business needs Toll-Free messaging, use a separate Toll-Free number for each business and submit verification for the business that will send the messages. * Resubmit the verification and explain in Additional Information how you corrected the issue. * Before you resubmit, review the business details, website, use case, sample me

Possible causes

* Your submission requests six or more Toll-Free numbers for one business and does not include a detailed explanation in additionalInformation or the Console Additional Information field. * You submitted the verification under an ISV or aggregator instead of the business that is actually sending messages to opted-in consumers. * You plan to send messages to Canadian handsets and the submission inc

How to fix

* Resubmit the verification and add a detailed explanation in additionalInformation or the Console Additional Information field. Explain why your business needs more than five Toll-Free numbers and how each number will be used. * Submit the verification for the end business that is sending messages to consumers. If you are an ISV, only submit under your own business when you manage the opt-in flow

Possible causes

* The business or message content in the submission was identified as associated with a known phishing campaign. * The review raised compliance concerns after evaluating the sending business, stated use case, sample content, web presence, opt-in or consent flow, and associated terms and privacy information.

How to fix

* If you believe this rejection is incorrect, contact Support and provide additional information that clearly explains your business and messaging use case. * Review the rejected verification in Console under the number's Regulatory Information tab so you can confirm the rejection details before you take next steps. * Verify that the information in your verification record accurately represents yo

Possible causes

* A customer submitted a request to cancel the toll-free verification.

How to fix

* Submit a new toll-free verification request if you still need to verify the number.

Possible causes

* The business email in the verification request uses a free or personal email provider instead of your business domain. * The email domain does not appear to be associated with the business identified in the submission. * If you used a free email address, it is not shown on your business website as an official contact method for the business.

How to fix

* Update the business email in your verification request to an address that uses your official business domain, such as contact@yourbusiness.com. * Make sure the business website in the submission is live and clearly identifies the same business and contact information. * If you must use a free email address, list that address on your official business website as a valid business contact before yo

Possible causes

* businessContactFirstName and businessContactLastName do not identify a real person for the business or organization using the Toll-Free number. * You entered a generic role or title, such as Admin or Support, instead of an authorized business representative. * You submitted an incomplete contact name, such as a partial name or a missing first or last name.

How to fix

* Update businessContactFirstName and businessContactLastName with the full first and last name of a real person who is authorized to represent the business using the Toll-Free number. * Make sure the contact details you submit belong to that business representative, including businessContactEmail and businessContactPhone. Format businessContactPhone in E.164. * If the request is eligible for resu

Possible causes

The business name provided in your submission does not match what appears on your corporate website or other official documents. This may include situations where: - A different business name is displayed on your website - You're operating under a "Doing Business As" (DBA) name but didn't clarify this in the submission

How to fix

* Update the business name to exactly match what appears on your website or official documentation * If you operate under a DBA name, update the DBA field in your submission and provide supporting documentation * Ensure consistency between your verification submission and your web presence Why was my Toll Free Verification Rejected? Required information for Toll-free verification Toll-Free best pr

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

How to fix

* 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? Required information for Toll-free verification Toll-Free best practices

Possible causes

* The submission identifies the business as a charity or nonprofit, but no 501(c)(3) tax-exempt verification was provided. * The accreditation URL is missing or invalid. * The submitted business details do not confirm nonprofit status.

How to fix

* Confirm that your organization is registered as a 501(c)(3) tax-exempt entity. * Provide a valid accreditation URL from a recognized nonprofit source such as BBB Wise Giving Alliance, Charity Navigator, or GuideStar. * Make sure the organization name and other submitted details match your official nonprofit records. * Update the rejected verification request with the correct nonprofit verificati

Possible causes

* The businessName value uses a brand name that does not match the registered legal business name. * Your business operates under a DBA or trade name, but the doingBusinessAs field is blank, incomplete, or inaccurate. * The information in the verification request does not clearly show how the operating name relates to the registered business.

How to fix

* Update businessName so it exactly matches your registered business name. * If you use a trade name, enter the exact DBA in doingBusinessAs. * Make sure your website and other verification details identify the same business name or clearly show the connection between the legal business and the DBA. * If requested, provide documentation that shows the relationship between the registered business n

Possible causes

The website provided in your submission appears to be: - Incomplete or under construction - Not yet launched - Lacking sufficient business information to establish credibility - Missing essential details such as contact information or services offered

How to fix

* Submit a fully developed, live website with clear business information * Ensure your website includes: * Complete contact information * Description of services provided * Business details that match your verification submission * Content that establishes business legitimacy Why was my Toll Free Verification Rejected? Required information for Toll-free verification Toll-Free best practices

Possible causes

The social media platform provided as your business's web presence appears to be: - Newly created with minimal history - Inactive or rarely updated - Lacking sufficient content to establish business credibility - Missing business information or engagement

How to fix

* Submit a more established social media account that demonstrates business legitimacy * Ensure your social profile includes: * Regular posts and activity * Clear business information * Engagement that establishes legitimacy * Alternatively, provide a functional business website instead of a social media profile Why was my Toll Free Verification Rejected? Required information for Toll-free verific

Possible causes

The website URL provided in your submission could not be fully reviewed because: - It requires a username and password to access - A login page prevents verification of your business details - Content needed for verification is behind restricted access

How to fix

* Provide a publicly accessible version of your website that allows verification of business information * If your website cannot be made public for security reasons, submit screenshots displaying the necessary business details in the "Additional Information" field * Create a public landing page with your business information while maintaining secure access to other areas Why was my Toll Free Veri

Possible causes

The website URL provided does not clearly reflect your business identity, making verification difficult. This may be due to: - Using a generic, system-generated URL that doesn't include your business name - Providing a URL from a third-party e-commerce platform or URL shortener without clear business branding - Lack of visible business branding on the website itself

How to fix

* Submit a URL that includes your business name (e.g., www.yourbusinessname.com) * Ensure your website clearly displays company branding including name, logo, and identifying information * If using a third-party platform, set up a custom domain or ensure your business branding is prominently featured Why was my Toll Free Verification Rejected? Required information for Toll-free verification Toll-F

Possible causes

* You did not provide a privacy_policy_url or terms_and_conditions_url in the verification submission. * One or both URLs are inaccessible or return an error. * The linked page does not contain an actual Privacy Policy or Terms and Conditions. * The linked content is incomplete or still under construction.

How to fix

* Provide direct, publicly accessible URLs for your Privacy Policy and Terms and Conditions. * Open each URL in a browser and confirm it loads successfully without errors. * Update the linked pages so they contain complete policy content and clearly address messaging and data practices. * If your verification request is eligible for resubmission, correct the URLs in Console or through the Toll-Fre

Possible causes

Your submission indicates that an Independent Software Vendor (ISV) or reseller is being used, but: - The ISV/reseller field was left blank - The information was not provided in the appropriate field - The submission mentions an ISV/reseller but doesn't identify them

How to fix

* Update the ISV/Reseller field with the correct details of the software provider * Ensure the name provided matches the actual software vendor being used * Complete all required fields related to ISVs or resellers if your business uses their services Why was my Toll Free Verification Rejected? Required information for Toll-free verification Toll-Free best practices

Possible causes

The message volume requested in your submission appears disproportionately high for the stated use case or business size. This may be due to: - Requesting authorization for message volumes that don't align with your business scale - A use case that doesn't support the scale of messaging requested - Insufficient justification for high-volume messaging

How to fix

* Provide a detailed justification for the requested volume in the "Additional Information" field * Include information about your target audience size and messaging frequency * Explain how the requested volume aligns with your business needs and use case * Adjust your projected volume to better match your actual business requirements Why was my Toll Free Verification Rejected? Required informatio

Possible causes

There is a mismatch between the selected use case and the use case summary in your submission. For example: - Use case is listed as "Account Alerts" but the summary describes marketing messages - Different types of messages are described in the various sections of your submission - The content contradicts the selected use case category

How to fix

* Review your submission to ensure the use case and use case summary align perfectly * Update either the use case selection or the summary to ensure consistency * Make sure all sections of your submission reflect the same messaging purpose * Avoid mixing different use cases in a single submission Why was my Toll Free Verification Rejected? Required information for Toll-free verification Toll-Free

Possible causes

The opt-in workflow description in your submission doesn't match the actual opt-in example provided. For example: - Your description mentions a verbal opt-in, but you provided a web form example - The opt-in method described differs from what was demonstrated - Details in the description contradict what's shown in the provided example

How to fix

* Update either the opt-in workflow description or the provided example to ensure consistency * Make sure your description accurately reflects your actual opt-in process * Provide examples that match the exact opt-in method you've described * Ensure all aspects of your submission align with your actual business practices Why was my Toll Free Verification Rejected? Required information for Toll-fre

Possible causes

The sample message content provided in your submission: - Does not align with the use case you selected - Is incomplete or missing key details (such as your business name) - Contains content that contradicts your stated messaging purpose - References messaging types different from what you've described elsewhere

How to fix

* Update your sample message content to accurately reflect the approved use case * Ensure all required message components are included (business name, opt-out instructions, etc.) * Make sure the message content is complete and properly formatted * Remove any content that doesn't align with your stated messaging purpose Why was my Toll Free Verification Rejected? Required information for Toll-free

Possible causes

* If this message was being processed during an incident, it is possible that this message was affected. See Twilio's status page for ongoing and historical incidents. * There was an unrecoverable anomaly that occurred while processing this particular message.

How to fix

* Try sending the message again. * If the subsequent attempt also fails with this error, contact support referencing the affected Message Sids for further troubleshooting.

Possible causes

* Your organization is a 527 political organization and you selected POLITICAL_ELECTION_CAMPAIGNS, but no Campaign Verify token was provided. * The Campaign Verify token in VettingId is incomplete, malformed, case-sensitive mismatch, or expired. * The Campaign Verify token does not match the political organization listed in the verification submission. * The toll-free verification request was subm

How to fix

* Obtain a valid Campaign Verify token for the political organization before you resubmit the toll-free verification. * If you submit through the API, set VettingProvider to CAMPAIGN_VERIFY and pass the full token in VettingId. * Use the full Campaign Verify token exactly as issued, including all pipe-delimited fields. * Confirm the token is still valid and registered to the same political entity

Possible causes

Your submission indicates a political campaign, but: - No Federal Election Commission (FEC) Committee ID was provided for federal-level campaigns - No state committee registration number was provided for state-level campaigns - The provided identification could not be verified

How to fix

* For federal-level campaigns: Submit a valid FEC Committee ID * For state-level campaigns: Submit a state committee registration number or equivalent official documentation * Include this information in the "Additional Information" field when resubmitting * Ensure all registration numbers are current and verifiable Why was my Toll Free Verification Rejected? Required information for Toll-free ver

Possible causes

The confirmation message example provided in your submission is missing required elements. These may include: - Program name or product description - Customer care contact information (phone number or HELP command) - Opt-out instructions (e.g., "Reply STOP to opt out") - Message frequency disclosure (e.g., "Recurring" or "Msg freq may vary") - Pricing statement (e.g., "Msg & Data rates may apply")

How to fix

* Update your confirmation message to include all required details: * Business/program name * Customer care information * Opt-out instructions * Message frequency disclosure (for recurring messages) * Pricing statement * Ensure clarity and consistency across all messaging examples * Resubmit with the complete confirmation message Why was my Toll Free Verification Rejected? Required information for

Possible causes

Your opt-in process attempts to cover multiple message types with a single consent action. Common issues include: - Using a single checkbox for both promotional and informational messages - Opt-in text that doesn't differentiate between different message types - Combining multiple use cases under one consent mechanism

How to fix

* Create separate opt-in mechanisms for each message type (e.g., promotional, informational) * Clearly describe the purpose of each opt-in and the specific types of messages users will receive * Ensure users can select which message types they want to receive independently * Resubmit with evidence of separate opt-ins for different message types Why was my Toll Free Verification Rejected? Required

Possible causes

Your opt-in process requires users to consent to receiving messages as a condition for completing unrelated actions such as: - Creating an account - Making a purchase - Accessing services - Completing registration

How to fix

* Update your forms to ensure users can complete their primary action without being required to opt in to messaging * Clearly indicate that messaging consent is optional and separate from the main service * Use language that makes the optional nature of messaging clear (e.g., "Would you also like to receive...") * Ensure users can decline messaging while still completing their primary action Why w

Possible causes

For submissions by Independent Software Vendors (ISVs) or platform providers, the opt-in examples provided: - Display the ISV's branding instead of the end business - Don't clearly identify which business the user is consenting to receive messages from - Fail to establish a direct relationship between the end user and the business sending messages

How to fix

* Submit opt-in examples showing the end business's branding and language * Ensure opt-in text explicitly indicates that users are consenting to receive messages from the specific end business * Remove or minimize ISV/platform branding that might confuse the consent relationship * Make it clear which business will be sending messages to users Why was my Toll Free Verification Rejected? Required in

Possible causes

There is a mismatch between the opt-in language or method and the use case described in your submission. Examples include: - Opt-in text indicates consent for promotional messages, but the use case is for informational messages - Consent language doesn't specifically cover the message types described in your use case - The opt-in method is inappropriate for the described messaging purpose

How to fix

* Ensure your opt-in explicitly matches the use case described in your submission * Update the opt-in text to specifically reference the intended message types * For informational messages: "I agree to receive account updates and notifications" * For promotional messages: "I agree to receive marketing messages and special offers" * Align all aspects of your submission with the actual messaging pur

Possible causes

Your opt-in process uses pre-selected or pre-checked options for consent, which fails to provide users with a clear choice. This includes: - Checkboxes that are automatically checked by default - Toggle switches that are pre-enabled - Any opt-in mechanism where the default state is "opted in"

How to fix

* Remove all pre-selected options from your opt-in forms * Ensure all checkboxes or consent mechanisms start in the unchecked/unselected state * Require users to actively select or confirm their consent * Update your opt-in workflow to require affirmative action from users * Provide evidence of the corrected opt-in process when resubmitting Why was my Toll Free Verification Rejected? Required info

Possible causes

* The opt-in URL requires a login, password, or other credentials, so reviewers cannot access it. * The link is broken, returns an error, no longer resolves, or the page was changed after you submitted it. * The URL does not lead directly to the opt-in content or does not clearly show how the consumer opts in to receive messages.

How to fix

* Replace the URL with a public link that is reachable, resolvable, and accessible without authentication. * Make sure the link goes directly to the web form or other proof of consent that tells the full opt-in story for the submitted use case. A valid example can be a web form, a hosted image, or a document such as a verbal opt-in script. * If the opt-in flow is inside an authenticated app or por

Possible causes

The opt-in example provided is insufficient for verification because it is: - Cropped or incomplete, not showing the full opt-in process - Missing branding that identifies the business collecting consent - Blurry or illegible, making text difficult to read - Missing context or surrounding page elements that provide clarity

How to fix

* Submit a complete opt-in example that includes all text, buttons, and branding * Ensure the business name or logo is clearly visible in the example * Provide high-quality, legible images or screenshots * Include enough context to understand the full opt-in experience * Make sure the example clearly shows how users provide consent Why was my Toll Free Verification Rejected? Required information f

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

How to fix

* 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 afte

Possible causes

Your business or messaging content relates to age-restricted products or services, but: - No age verification process was included in your opt-in flow - The age verification method is insufficient (e.g., simply asking "Are you 18+?") - Age verification is mentioned but not demonstrated in your submission

How to fix

* Implement a robust age gate that verifies users meet the required age (21+ for alcohol, 18+ for other restricted items) * Use acceptable age verification methods such as: * Requiring users to enter their full date of birth (MM/DD/YYYY) * Using a third-party age verification service * Provide evidence of your age verification process in your submission * Ensure age verification occurs before mess

Possible causes

* The opt-in language does not clearly ask the user to consent to messaging. * The opt-in flow does not explicitly mention SMS or text messaging. * The consent language is buried in your terms of service or privacy policy instead of appearing as part of the opt-in flow. * The language does not make clear what messages the user is agreeing to receive.

How to fix

* Rewrite the opt-in language so it explicitly asks users to agree to receive SMS or text messages from your business. * Keep messaging consent separate from acceptance of your privacy policy or terms of service. * State what messages the user will receive so the consent is specific and easy to understand. * Update your verification submission with publicly hosted images or URLs that show the full

Possible causes

Your submission relies on an organizational or government exemption for messaging consent, but: - Toll-Free verification requires explicit opt-in evidence regardless of exemption status - No opt-in process was provided despite claiming exemption - The exemption claimed does not apply to toll-free messaging requirements

How to fix

* Explicit consumer consent (opt-in) is required for all toll-free verifications, without exception * Implement a compliant opt-in process that meets TCPA and carrier requirements * Provide evidence of this opt-in process in your submission * Do not rely on organizational or government exemptions for toll-free verification Why was my Toll Free Verification Rejected? Required information for Toll-f

Possible causes

Your messaging use case requires a double opt-in process, but: - Only a single opt-in was provided - The double opt-in process was not documented - The confirmation step was missing or incomplete Double opt-in is required for certain use cases including shopping cart reminders.

How to fix

* Implement a double opt-in process for your specific use case * Ensure the process includes: 1. Initial opt-in (web form, keyword, etc.) 2. Confirmation message asking user to confirm subscription 3. User's affirmative response to complete enrollment * Document the complete double opt-in flow in your submission * Provide example messages for both steps of the double opt-in process Why was my Toll

Possible causes

Your submission indicates shopping cart reminder messages, but does not meet the specific requirements for this use case: - The opt-in terms don't explicitly mention shopping cart reminders - There is no double opt-in mechanism via text - The privacy policy doesn't disclose how abandoned cart data is captured - The terms and conditions don't reflect the shopping cart reminder policy

How to fix

* Update your opt-in terms to explicitly state that the program includes shopping cart reminders * Implement a double opt-in mechanism via text that clearly informs users about cart reminders * Revise your privacy policy to disclose how abandoned cart data is captured (cookies, plugins, etc.) * Ensure terms and conditions reflect your shopping cart reminder policy * Limit reminders to one alert pe

Possible causes

The call-to-action (CTA) in your opt-in process is missing required disclosures. These may include: - Brand/Program Name - Message frequency disclosure for recurring programs - Opt-in disclosure and pricing statement (e.g., "Msg & Data rates may apply") - Customer support and Opt-Out details - Inconsistency between the Toll-Free Number in the submission and the one in the Call-to-Action

How to fix

* Update your Call-to-Action to include all required details: * Your business or program name * Message frequency disclosure (for recurring messages) * Standard pricing statement ("Msg & Data rates may apply") * Customer support information and opt-out instructions * Ensure consistency between the toll-free number in your submission and in your Call-to-Action * Include all disclosures in proximity

Possible causes

* No privacy policy was included in your submission. * The privacy policy URL was invalid or inaccessible. * The privacy policy does not explain how personal data is collected, stored, used, or protected. * Required privacy disclosures are missing from the policy.

How to fix

* Publish a privacy policy on your public website if your business collects personal data. * Make sure your privacy policy clearly explains how personal data is collected, stored, used, and protected. * Include information about your messaging practices in the privacy policy when it applies to your use case. * Provide a valid public privacyPolicyUrl in your Toll-Free Verification submission. * Mak

Possible causes

Your privacy policy contains language indicating that personal data, including opt-in information, may be: - Shared with third parties - Sold to other organizations - Rented to marketing partners - Transferred to affiliates or other entities

How to fix

* Update your privacy policy to include clear language prohibiting the sharing of opt-in data * Add specific language such as: * "Opt-in data and consent will not be shared with third parties." * "SMS collected information is not shared with third parties or associates." * "The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third part

Possible causes

Your verification indicates that opt-in data may be shared, transferred, rented, or sold to third parties through: - Language in your opt-in terms about sharing data with non-affiliates or partners - Privacy policy or terms that mention transferring messaging consent - Business practices that involve sharing or selling consent data - Lack of explicit protection for messaging consent

How to fix

* Remove all language that allows sharing opt-in data with third parties * Update your privacy policy and terms to include specific language prohibiting the sharing of consent: * "The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties." * Ensure your business practices maintain consent as a direct 1:1 agreement between consu

Possible causes

Your SMS Terms and Conditions: - URL is not accessible or returns an error - Content is missing required program details - Document is incomplete or lacks messaging-specific terms - SMS program details are not clearly outlined

How to fix

* Provide an accessible Terms and Conditions URL * Ensure your Terms include all required messaging program details: * Program name * Product description * Customer care contact information * Opt-out instructions * "Message and data rates may apply" pricing disclosure * Message frequency disclosure (for recurring programs) * Make your Terms publicly accessible without login requirements * Create a

Possible causes

The website domain you provided has been flagged for a high-risk reputation, indicating potential association with: - Suspicious or questionable activities - Previously identified fraudulent behavior - Security concerns or compromised status - Misleading or deceptive content

How to fix

* This content is ineligible for resubmission with the current domain * If you believe this is an error, contact Twilio Support with evidence of your domain's legitimacy * Future submissions must use a domain with a positive reputation and no security concerns * Ensure your website meets security best practices and contains accurate business information Why was my Toll Free Verification Rejected?

Possible causes

Your verification submission has been flagged for potential fraud risk based on: - Risk assessment of business information provided - Suspicious patterns or inconsistencies in submission details - Association with previously identified fraudulent activity

How to fix

* This content is ineligible for resubmission * Businesses associated with fraudulent activity are not permitted on the network * Any future submissions must comply with fraud prevention requirements and pass security checks * If you believe this is an error, contact Twilio Support with documentation verifying your business legitimacy Why was my Toll Free Verification Rejected? Required informatio

Possible causes

Your sample message content includes URLs from public URL shortening services such as: - bit.ly - goo.gl - t.co - tinyurl.com - Other generic URL shorteners These services obscure the destination and don't reflect your brand identity.

How to fix

* Replace public URL shorteners with branded, custom domain URLs * Set up your own URL shortening service with a custom domain * Use Twilio's Link Shortening feature to programmatically shorten links using your own branded domain * Update your sample message with the full, branded URL or a properly branded shortened URL * Ensure all URLs in your messaging clearly identify your business Why was my

Possible causes

Domain provided was flagged for high-risk issues with the website URL provided, such as: - Recently registered domain with minimal history - Domain associated with suspicious activity - Security vulnerabilities or improper configuration - Misalignment between domain ownership and business details

How to fix

* This content is ineligible for resubmission with the current domain * URLs that fail domain inspection are considered high risk and cannot be approved * For future submissions, ensure your domain: * Has been established for a reasonable period * Is properly secured and configured * Has clear ownership aligned with business details * Maintains a positive reputation Why was my Toll Free Verificati

Possible causes

The business registration number does not match the brand name.

How to fix

Why was my Toll Free Verification Rejected? Required information for Toll-free verification Toll-Free best practices

Possible causes

Your messaging use case does not comply with federal regulations applicable across all 50 U.S. states. This may involve: - Content that is legal in some states but federally prohibited - Activities that violate federal communications laws - Products or services that are federally regulated but not properly licensed - Use cases explicitly prohibited by federal guidelines

How to fix

* This content is ineligible for resubmission * Messaging use cases must comply with federal regulations applicable in all 50 U.S. states * State-level legality is insufficient if federal compliance is not met * Future submissions must focus on use cases that are fully compliant with all applicable federal laws Why was my Toll Free Verification Rejected? Required information for Toll-free verifica

Possible causes

* Your opt-in flow or website does not use a robust age-verification process for alcohol-related messaging. * Your age gate relies on a simple confirmation such as "Yes" instead of collecting a full date of birth. Twilio requires age gating for alcohol-related traffic to mean that users enter their date of birth. * Your website or landing pages make alcohol-related content available before the use

How to fix

* Add a 21+ age gate to your website and opt-in flow before users can access alcohol-related content or enroll in messaging. * Require users to enter their full date of birth in MM/DD/YYYY format, or use a third-party age-verification service. Do not rely on a simple "Yes" confirmation as your only control. * Update your verification submission so it includes clear evidence of the revised age-veri

Possible causes

We were unable to fully verify your business based on the information provided. This may be due to: - Insufficient content on your website to confirm business operations - Discrepancies in the business information provided during verification - Incomplete business details that cannot be independently verified

How to fix

* Submit official business registration documents such as a business registration certificate, articles of incorporation, or business license. * Include documents in the **Additional Information** field when resubmitting your verification request. You can provide multiple links by listing them separately on new lines. * Ensure your website content clearly reflects your business operations and matc

Possible causes

* The HELP keyword response doesn't include customer contact details such as a phone number, email address, or website. * The HELP keyword response doesn't include your business or brand name. * The HELP keyword response doesn't provide clear support information. * The HELP keyword response uses formatting or content that doesn't meet requirements.

How to fix

* Update your submitted HELP keyword response to include your business or brand name and at least one customer contact method, such as a phone number, email address, or website. * Make sure the HELP response tells users how to get assistance. * Resubmit the Toll-Free verification request after you correct the HELP response.