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Understanding Toll-Free Number Verification
Understanding Toll-Free Number Verification
Roohul Shah avatar
Written by Roohul Shah
Updated over a week ago

Important Deadlines and Requirements

Starting November 8th, 2023, carriers require all toll-free numbers (TFNs) to be verified before sending messages to consumers. Any messages sent from unverified TFNs will be blocked. This requirement is part of carriers' ongoing efforts to protect consumers and maintain SMS as a trusted communication channel.


Benefits of TFN Verification

1. Enhanced Consumer Trust

  • Helps maintain SMS as a trusted marketing channel

  • Protects consumers from spam and fraudulent messages

  • Ensures only authorized messages reach customers' inboxes

2. Improved Message Delivery

  • Better throughput and deliverability rates

  • Reduced risk of carrier filtering

  • Lower chance of being flagged as spam, especially with iOS16's spam reporting features

3. Streamlined Process

  • TxtCart handles the verification submission process

  • 3rd Party Carrier teams provides support through any escalations

  • You can focus on growing your SMS marketing program

Understanding Toll-Free Numbers

A toll-free number (TFN) is a 10-digit number beginning with 8XX that businesses use to send SMS and MMS messages to subscribers. For example: "Text SHOP to 1-833-555-1234."

TxtCart automatically assigns a toll-free number to your shop upon installation. You can find your shop's toll-free number in your Keywords dashboard.


Verification Process Overview

1. Initial Assignment

  • TFN is assigned when you install TxtCart

  • Verification process begins automatically

2. Website Review

  • Carriers manually review your website for legitimacy

  • Review takes up to 2 business days

  • Ensures compliance with carrier requirements

Special attention is given to businesses selling:

  • Sex-related products

  • Hate content

  • Alcohol

  • Firearms

  • Tobacco/CBD

Note: These categories require additional verification steps and age verification measures. If serviceable.

4. Carrier Verification

  • Final audit conducted on behalf of U.S. and Canadian carriers

  • Total process typically takes 1-2 business days

  • You'll be notified once verification is complete

Note: If you are not planning on bringing your existing number with you when migrating to TxtCart, be sure to account for this timeline before turning off your messaging with a previous provider (we suggest installing up to 10 days before making the switch).

Why Your TFN Verification Might Be Denied

Restricted Content Categories (S.H.A.F.T)

The most common reason for denial relates to restricted content known as S.H.A.F.T (Sex, Hate, Alcohol, Firearms, and Tobacco/CBD products). Because SMS lacks robust age-verification capabilities, carriers are particularly strict about protecting consumers—especially minors—from exposure to these products and related marketing content. Currently, TxtCart cannot support merchants who sell products in any of these restricted categories. This policy helps maintain SMS as a trusted marketing channel while complying with carrier requirements.

Website Requirements

Your verification may be denied if your website's product catalog is incomplete or unpublished. Carriers need to review your complete, live product catalog to verify your business's legitimacy. Online stores still under construction or showing placeholder content are typically rejected until they present a complete, professional appearance.

Website accessibility is equally important. If your site is password-protected, in maintenance mode, or not yet live, carriers cannot properly review your business. This will result in an automatic denial until your website becomes fully accessible for review. If you installed TxtCart before your website was live, please notify our support team at support@txtcartapp.com when your site becomes accessible so we can resubmit your TFN for verification.

Handling a Verification Denial

If your TFN verification is denied, don't worry—most denials can be resolved. After ensuring your TxtCart app has been installed for at least 10 business days, contact our support team at support@txtcartapp.com. Our team will work closely with you and the verification team to correct your status and get you to send messages as quickly as possible.

To improve your chances of approval, ensure your website is live and publicly accessible, your product catalog is complete with accurate descriptions and images, and your content complies with carrier guidelines. If you've received a denial, review these aspects of your store before requesting re-verification.

Remember that the verification process exists to protect consumers and maintain SMS as a trusted marketing channel. While it may seem stringent, these requirements help ensure the long-term success of your SMS marketing efforts. Our support team is here to guide you through any challenges and help resolve verification issues promptly.

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