Toll-free verification console onboarding guide

Twilio toll-free numbers can't send SMS messages to the United States and Canada until you've completed toll-free verification and Twilio approved your verification. You can submit your toll-free phone number for messaging verification directly from the Twilio Console and review the verification status for any of the toll-free numbers in your Twilio Account.

See this support article to learn more about toll-free verification requirements.

(information)

Campaign Verify Required for Political Organizations

If you're a 527 political organization and you're registering for political election campaigns, you must obtain a Campaign Verify token before submitting toll-free verification through the Console. The Console workflow will prompt you to provide this token during the verification process. Read the Campaign Verify section for details.

Prerequisites

To complete toll-free verification, you need a paid Twilio Account (not in trial). See the Upgrade your account documentation for more information about upgrading your account.

Purchase a Twilio toll-free number

(warning)

You might be required to complete regulatory compliance information for your toll-free number

Many countries require Regulatory Compliance information for Phone Number ownership. Requests to provision phone numbers with these regulations will be required to select or add the required documentation after clicking Buy in Console. To see which countries and phone number types are affected by these requirements, see our Phone Number Regulations site.

To purchase a toll-free number:

Twilio consoleLegacy console

(warning)

You must have a Primary or Secondary Compliance Profile to purchase a toll-free number

Before purchasing a toll-free number, you must set up either a Primary Compliance Profile or Secondary Compliance Profile. To learn more about compliance profiles, see the Trust Hub documentation.

Sign in to the Console, navigate to Products & Services > Numbers & Senders and click the Phone Numbers tab.
Click Set up a new phone number.
Complete the fields on the Basic information page. You must select that you're a Business / Nonprofit / Sole Proprietor to see toll-free numbers.
Click Next.
Select and buy a phone number on the Select number page.
1. (Optional) Apply filters to limit results and click Search.
2. Click Select next to the number, then click Next.
3. On the Review and buy number page, review your selection and click Purchase.

After your phone number has been successfully provisioned, Twilio charges your account for the full monthly price of the phone number.

Submit information for verification

To submit your information for verification:

Twilio consoleLegacy console

Navigate to Numbers & senders and select Numbers & senders.
On the Phone Numbers tab, select the phone number you purchased.
Complete steps under Finish setting up your number, which might include:
- Messaging configuration:
  - (US numbers only) Compliance steps for A2P 10DLC, toll-free verification, or Regulatory Compliance. Government regulations require compliance profile and registration approval before you can send messages to recipients in some countries. For tips and examples to complete A2P 10DLC registration, see step 3a in the A2P 10DLC registration application quickstart. You can also finish this configuration later on the Numbers and Senders page.
  - Messaging Service setup to simplify high-volume message sending. Twilio requires a Messaging Service for phone numbers subject to A2P 10DLC. To use some features, such as Sticky Sender and Geomatch, you must set up a Messaging Service.
- Voice configuration:
  - Availability of the following features varies by country, check the linked documentation for details.
  - SHAKEN/STIR registration to help boost your call answer rates.
  - Voice Integrity registration to ensure your numbers aren't mislabeled as spam.
  - Branded Calling registration to brand your outbound calls with your business name, call reason, and logo.
  - CNAM registration to help boost your call pickup rates by displaying your business name on the recipient's caller ID.

Review verification status

To review the verification status of a toll-free number in the Twilio console, go to Trust Hub > Trust Hub and select the Registrations tab.

To review the verification status of a toll-free number in the legacy console, go to Phone Numbers > Manage > Active numbers. Once there, select the toll-free phone number that you would like to review and click Regulatory Information.

Below are the possible verification statuses for a toll-free number:

Submission Status	What's happening	Toll-Free phone number traffic
Not verified	Twilio's systems are processing the request. Verification Ops hasn't yet received it for review.	The toll-free phone number is `Restricted`.
Verification in progress	Verification Ops have accepted the submission and it's in their queue.	The toll-free phone number is `Pending`.
Approved	Verification Ops approved the submission.	The toll-free phone number is `Verified`.
Rejected	Verification Ops rejected the submission. If the submission is re-submittable, you have seven days to resubmit it for priority review. After seven days, the toll-free phone number remains `Restricted` until you resubmit verification. See Why Was My Toll-Free Verification Rejected? to learn more about rejection reasons and what to do.	If re-submittable, the toll-free phone number is `Pending`. If not re-submittable, the toll-free phone number is `Blocked`. If seven days have passed since the rejection, the toll-free phone number is `Restricted`.

See Toll-Free Message Verification for US/Canada for more information.

(warning)

Warning

If you are an ISV submitting verification requests on behalf of multiple customers, or if you are submitting verification requests for multiple toll-free numbers on your own behalf, consider using Twilio Event Streams to subscribe to events related to your toll-free verification requests. See the Toll-Free Verification API reference for more information. Subscribing to Event Streams doesn't require API calls.

Edit and resubmit a rejected toll-free verification

You can submit a rejected toll-free verification if it's eligible for resubmission.

To learn about which rejections are ineligible for resubmission, refer to the following Help Center articles:

Twilio consoleLegacy console

Go to Trust Hub > Trust Hub and select the Registrations tab.
Select Edit & resubmit for the rejected toll-free verification you'd like to update.
Complete the Registration details wizard.

Delete a toll-free verification

You can delete your toll-free verification requests directly from the Console if it's in the Pending, Approved, or Rejected statuses. Deleting a toll-free messaging verification request doesn't release the toll-free number from your Twilio Account. However, releasing the toll-free number from your Twilio Account will delete the toll-free messaging verification.

To delete the verification in the Twilio console, go to Trust Hub > Trust Hub and select the Registrations tab. Select the More information icon for the registration you'd like to delete, then click Delete. On the dialog, click Delete to confirm that you'd like Twilio to delete your brand registration.

To delete the verification in the legacy console, go to Phone Numbers > Manage > Active numbers in the Console and select the toll-free phone number. Then, go to the Regulatory Information tab and click Delete verification. Confirm that you want to delete the toll-free verification. This is a destructive action and it can't be undone.

(information)

Only delete your verification request if you need to make major changes to your messaging use case or opt-in flow

Deleting and resubmitting a verification request puts the new verification request in the back of the review queue. If a previous submission was eligible for resubmission, use the resubmit flow rather than deleting and recreating a verification request.

See below to learn more about when you can and can't use this delete feature:

Verification status	Action
Restricted (Not verified)	Deletion isn't available.
Verification in progress	Delete this verification request to stop this verification and submit a new one. Do this if you need to correct information about the messaging use case, opt-in flow, or business information such as a website URL. Other issues should not impede verification and do not require deletion and resubmission.
Approved	Delete an approved verification request if you want to change the messaging use case and/or opt-in flow for that verified toll-free number. Then resubmit the verification for the number with the new information. No deletion and resubmission is required if you're only making minor changes to your use of the toll-free number for messaging, such as the message content.
Rejected	If Twilio rejected a previous submission with the note "not eligible for resubmission", deleting that verification request is the only way to resubmit the same toll-free number for verification. Only do so if you have a clear understanding of what you need to correct (for example, a mistyped or incorrect website URL, or an incomplete use case or opt-in description). See Why Was My Toll-Free Verification Rejected? for more information about rejection reasons and how to fix them.