Effective October 1, 2025: Carriers are requesting new information be collected to improve vetting practices. New fields will be added to the Toll Free Verification form in the Flowroute Manage portal.
Entity Type
Business Registration Issuing Country
Registration Type
Business Registration Number
Previously, providing the Website/Online Presence and Privacy Policy were optional. However, starting October 1st, these will become mandatory requirements. The Terms and Conditions will remain optional.
Verification Process
The toll-free verification process qualifies messaging traffic to be tagged as verified with our downstream peers (not directly with mobile operators). The approved tag reduces the number of false-positive blocks and helps increase the message deliverability on a single toll-free number (TFN).
Verification is not whitelisting, so approval doesn’t guarantee immunity from message blocking for the customer. However, if the sent traffic aligns with the verification application, this allows us to work with our peers more swiftly to share the campaign details with the mobile operator and ask for the blocking to be removed.
NOTE: In the context of A2P/10DLC, Campaign refers to 'Use Case' while Brand refers to a 'Company Entity.' Please visit our article on 10DLC Messaging Submission FAQ for definitions of terms found within this article.
Timelines and Expectations
Once our Campaign Service Provider (CSP) team receives the form, it will be reviewed by the CSP Team to check if the information is compliant. Upon submission of the CSP team to the carrier, it can take 5 –7 business days for a single toll-free number request to receive a response from our peer confirming Verification, Rejection, or asking clarifying questions.
Toll-free verification requests are reviewed manually by our peers. For batch/bulk submissions, turnaround times may vary.
Factors that may cause a delay in processing:
High volume of incoming requests
Incomplete or unclear information
Lack of opt-in proof
Toll Free number is not enabled for messaging
Sharing of End-user Information
The sharing and selling of end-user information with third parties for marketing purposes violates both the Flowroute policy and our peers’ messaging policies and is therefore ineligible for verification.
Similar to 10DLC, consent should not be acquired from a third party. Third-party opt-in is not supported and is not eligible for verification.
Ineligible Use Cases
The table below lists all ineligible use cases by category.
High-Risk Financial Services |
|
Get Rich Quick Schemes |
|
Debt Forgiveness |
|
Illegal Substances/Activities |
|
General |
|
Toll-Free Messaging Campaign Form Instructions
Please be sure to submit detailed information in the verification form located in the Flowroute Manage Portal by navigating to Preferences > Toll Free Verification, as seen below.
Toll-Free Campaign Form Fields and Descriptions:
Tech Prefix: Enter your Flowroute Account Identifier.
Message Sender Legal Business Name: This is the State registered name of the company.
DBA (Doing Business As): If different from legal name.
Message Sender's Website/Online Presence: List the URL or website address.
Privacy Policy URL: Link to the message sender's Privacy Policy.
Terms and Conditions URL: Link to the message sender's Terms and Conditions.
Entity Type: Private Profit, Public Profit, Non-Profit or Government.
Business Registration Issuing Country: US or Canada. The country where the business is legally registered to operate.
Registration Type: EIN (for US) or CBN (for Canada).
Business Registration Number: The nine-digit EIN or CBN of the message sender.
Message Sender Business Address: The primary/corporate address of the message sender.
Message Sender Contact Name: First and Last Name of the message sender point of contact.
Message Sender Contact Phone Number: Phone number of the Message sender point of contact. This won’t be used to contact the end customer during the verification process.
Message Sender Email: Email address of the Message Sender point of contact. This won’t be used to contact the end customer during the verification process.
Toll Free Number You are Registering for This Use Case: Maximum of 5 TFNs are allowed per form. If the business has more than one number, a valid reason must be provided.
Monthly Estimated Message Volume: Provide a number that best represents the estimated monthly message volume.
Category That Best Represents Your Use Case or Content: Choose from the dropdown
Use Case Summary: Describe your use case and the purpose of your messages (i.e. appointment reminders, receipts, etc.). Please be descriptive to prevent processing delays.
Sample Messages: Provide sample messages. Please include 1-3 variations of the messages you intend to send.
How Opt-ins are Collected: Describe how potential subscribers are opted in to receive messages. State all opt-in methods used.
Opt-in Proof Sample: Upload screenshots or supporting documents of the opt-in process.
Examples of Opt-in Methods:
Website Opt-in: Include screenshots of the web form where the client adds the number and agrees to receive messaging.
Website Posting (Support): Include a screenshot where the number is advertised and where the customer can find the number to text in.
Keyword or QR Code Opt-in: Include where the customer finds the keyword to opt-in to these messages. Please provide this material (photos or screenshots) for verification.
Voice/IVR Opt-in: Provide a screenshot record of opt-in via voice in the client's database/ CRM. (IE, a check box on their CRM saying that the customer opted in and the date).
2FA/OTP: Provide screenshot(s) of the process to receive the initial text.
Paper Form (Customer / Employee): Provide a photo of the form.
Verbal Opt Ins: Provide the script used to obtain opt ins.
Frequently Asked Questions (FAQs)
What are the minimum requirements to get verified?
Toll-free number(s) must be enabled for messaging prior to submission.
Toll-free Verification form with the required fields completed.
The use case is not listed on our Ineligible Use Case list.
Opt-in process is documented/detailed.
Carrier Best Practices (CTIA guidelines) are being followed.
What are the benefits of going through the verification process?
Reduced amount of false-positive blocks.
Faster resolution for deliverability issues.
Increased protection for your customer’s brand.
Can I whitelist campaigns?
Verification is NOT whitelisting. Verification doesn’t systematically remove or prevent any spam blocking. However, it does put the use case on file with our peers so that we can work through issues faster if the messages are blocked. Verification only impacts active deliverability with our toll-free messaging partner, not mobile carriers.
My verified toll-free number(s) got blocked. Can I unblock it?
Yes, please open a support ticket with our Support team. If the number is already verified, please share this information in the ticket for a quicker resolution.
How many numbers can I submit at once?
The verification process is designed to verify a single number with a single use case. We do, however, understand that there are brands that require more than one number. Please be sure to explain the business reason behind utilizing multiple phone numbers for the same brand. If the information is not mentioned, the carrier may deny the request or ask for additional information.
Is there a fee to register?
Toll-Free verification is free of charge.
Toll-Free Verification Update Timeline
