What is Toll-Free Verification?

U.S. and Canadian phone carriers have implemented regulations that requires additional verification for TFNs (Toll-Free phone numbers) before sent text messages may be sent. A Verification links your business to your TFNs and outlines your use case, texting volumes, and opt-in method. This change aims to protect consumers from unwanted and/or spam messages. 

At Talkroute, we prioritize seamless communication between you and your customers. We understand that toll-free numbers are essential to your business, and we want to ensure that you get the most out of them. All Talkroute accounts must go through the process of verifying TFNs if sending or planning to send text messages. 

If you already have TFNs, we recommend going through the verification process ASAP to help prevent any disruptions in texting. Receiving carriers will block incoming messages from unverified TFNs starting 01/31/2024. For new customers who are porting or ordering new TFNs, you must complete verification as part of the text activation process.

The verification process is free of charge and helps ensure that your toll-free number functions properly. Text verification is only available to U.S. and Canadian businesses at this time.

This regulation has evolved periodically over time, so we will continue to update this article as changes are made.

Why is Talkroute making this change?

At Talkroute, we want to ensure that toll-free numbers work seamlessly for our customers. However, the implementation and enforcement of text verifications for TFNs is not something that Talkroute has any influence over. This industry-wide policy is now being enforced across the board and affects all carriers that provide TFNs.

What do I need to do?

1. 1. Proof of consumer consent (opt-in) is required for verification. Outgoing messages are only permitted to numbers that have provided you explicit consent. One of the most common rejections received is, in part, due to not providing sufficient information for the opt-in.
      
      Note: Consent cannot be acquired from a third party. The sharing and selling of end-user information with third parties for marketing purposes violates messaging policies and is therefore ineligible for verification.
      
      Please include one or more of the following as a URL or attachment with your verification form:
      
      • Website opt-in: Screenshots/URL of the website where the subscriber adds their number and agrees to receive messaging.
      • Support Website Posting: Screenshots/URL of where the number is advertised and where customers find the number to send a text.
      • Keyword opt-in: Screenshots/URL of where subscribers find the keyword to opt-in to messaging.
      • On-Site POS: Screenshots of where the subscriber enters their number on-site at the point of sale and agrees to receive messaging.
      • IVR opt-in: Screenshot of opt-in in subscriber database or CRM.
      • Paper form (Customer/Employee): Photocopy or screenshot of the form.
      
      
   2. Download and fill out the Talkroute TFN Verification form below:
      (Download available in PDF or DOC file formats)
      PDF - Talkroute TFN Verification Form
      DOC - Talkroute TFN Verification Form
      
      
   3. Once completed, send an email to support@talkroute.com with the subject line "Talkroute TFN Verification". Please include your account number in the body of the message and attach your completed form and proof of consent.

Prohibited use cases and limits

Verification does not guarantee that your messages will not be blocked. Your number will not be whitelisted with a completed verification. To avoid having your messages blocked, it is important to follow best practices and avoid any improper uses. However, as long as the traffic you send matches what your verification application says and does not violate any prohibited use cases, your risk of receiving a block is low. 

Examples of prohibited uses cases are as follows, but not limited to:

These prohibited use cases are separate from Talkroute's own use policies. All Talkroute usage is subject to our reasonable use policy. For more information, please visit the Talkroute Terms and Conditions Page.


If you have completed verification and you believe your messages are getting blocked, please contact us at support@talkroute.com. We can work with our partners to get the verification details to the carrier and ask for the block to be removed.

What is the difference between Verified, Pending, and Restricted numbers?

Your toll-free verification status will determine the filtering applied to your number and message volume limits. There are three classes of service to classify verification status: Verified, Pending Verification, and Restricted.

• Verified: Verified numbers have gone through the toll-free verification process and were approved. Their traffic is subjected to limited filters. If traffic does trigger any filters that specific content will be blocked but the number will not be automatically blocked.
  
  
• Pending Verification: Pending Verification numbers have submitted a toll-free verification application, and are currently awaiting a response from the aggregator. These numbers will remain in this pending state until a decision has been made on the verification request. Blocking can be applied to individual content or there can be an automatic block of all traffic from the number. Effective January 31, 2024, pending verification TFNs  will be blocked from sending traffic.

• Restricted (Unverified): Restricted numbers have either 1) not submitted a verification request or 2) have had their application denied. These numbers are subject to the highest amount of filtering, and numbers in this state will automatically get shut off if any spam or unwanted traffic is detected.
  • TFNs sending traffic to Canada - Unverified traffic destined for Canadian TNs will be blocked – the above limits only apply to traffic destined for U.S. telephone numbers (TNs). Once a TFN is in a pending state, these blocks no longer apply.

Texting best practices

Businesses rely on text messaging to communicate with customers effectively. However, it's crucial to follow best practices to avoid having your phone number marked as spam. Remember that going through the text verification process does not mean that your messages will never be marked as spam. By implementing these recommendations, you can maintain a positive sender reputation and ensure your text messages reach recipients' phones without being flagged as spam:

• Obtain Proper Consent:
  • Make sure customers explicitly provide consent to receive text messages from your business.
  • Clearly communicate the purpose of your messages and the type of content they can expect.
• Respect Stop Messages or No Responses:
  • Honor unsubscribe requests promptly and remove recipients from your messaging list.
  • Avoid sending messages to customers who have indicated their preference to stop receiving communications.
• Avoid Using Shortened Links:
  • Use full, recognizable URLs instead of shortened links.
• Keep Your Messages Varied and Personalized:
  • Craft unique and diverse message content to prevent repetition and monotony.
  • Address recipients by their names or include specific details relevant to their interactions with your business.
• Limit Frequency and Timing:
  • Control the frequency of your text messages.
  • Avoid sending excessive messages or sending them at inconvenient hours.
  • Set a reasonable cadence for your communications to ensure a positive user experience.
• Maintain a Balanced Message Send-to-Receive Ratio:
  • Encourage recipients to respond to your messages.
  • Provide opportunities for customers to engage or respond.
• Monitor and Respond to Feedback:
  • Actively monitor and address feedback, complaints, or unsubscribe requests from customers.
  • Promptly respond to concerns or inquiries to demonstrate your commitment to customer satisfaction.

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