30469: Toll Free verification rejection - Disallowed: Illegal substances/articles

This error means your Toll-Free Verification submission was rejected because the business, use case, website, or sample messages indicate a forbidden messaging category related to illegal substances or articles.

For Toll-Free messaging in the US and Canada, Twilio reviews the business sending the messages, the stated use case, sample content, website, opt-in flow, and linked privacy policy and terms. Businesses associated with illegal substances or articles cannot use Twilio SMS or MMS for these routes. As of January 31, 2024, unverified toll-free numbers are blocked from sending messages to the US and Canada until verification is approved.

• 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.
• The submission included incomplete or misleading business details that caused the verification review to classify the use case as a forbidden category.
• The business is in a category that Twilio does not allow on SMS or MMS in the US and Canada, even if the product or service is legal in some jurisdictions.

• 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 clearly describe a permitted business and messaging use case.
• If you believe the submission was classified incorrectly, contact Twilio Support and provide additional information that explains your business, the messages you send, and why the use case does not fall into a forbidden category.
• Resubmit only if your business is not in a forbidden category and you can correct the information that led to the rejection.
• If you need another channel for an otherwise allowed use case, consider a different Twilio product where appropriate, such as SendGrid Email API or Programmable Voice.

• Toll-Free Message Verification for US/Canada
• Forbidden Message Categories in the US and Canada
• Toll-Free Verification Console Onboarding Guide