Submitting your Toll-Free Number (TFN) registration correctly the first time helps prevent delays, avoids messaging interruptions, and speeds up approval. While the list below includes the most common reasons for rejection, it is not all-inclusive, and there may be other reasons your registration is denied. If you are troubleshooting a rejection, you are welcome to chat with our support team for deeper insight!
Use this checklist before submitting to ensure the most common issues are covered.
1. Invalid or Incorrect Website Link
Why it gets rejected:
The verification team cannot confirm your business because the URL provided is incomplete, broken, or missing.
How to fix it:
Double-check that the website URL is accurate and includes the full format. Your website must be a secure https website. (example: https://www.yourbusiness.com).
2. Mismatched or Generic Email Address
Why it gets rejected:
If your website displays a business-domain email (e.g., [email protected]), but your registration lists a Gmail/Yahoo/etc. email, it may be flagged as suspicious.
(If you don’t have an official domain, use an email related to your brand like [email protected], but try to avoid this if possible, as it can result in a longer approval timeframe.)
How to fix it:
Use a matching business-domain email for the registration contact.
Examples:
3. Opt-In Type Set as “Verbal” Without Script
Why it gets rejected:
If you select Verbal Opt-In, you must provide the exact script you use when collecting permission.
How to fix it:
Include a compliant verbal opt-in script in the Additional Details field.
If you’re unsure what should be included, contact support for examples.
4. Website Missing Selected Opt-In Info
Why it gets rejected:
If you choose Webform Opt-In, there must be a publicly visible opt-in form hosted on your website or official social media page.
The same rule applies if you select Keyword as your opt-in method. The keyword must be publicly visible on your website or official social media page to prove that this is the way you are collecting opt-ins.
How to fix it:
Ensure your customers can see and use the opt-in form at the URL you provide.
If the opt-in method selected is Keyword, also ensure that the keyword opt-in instructions are visible. (Example: Text Pizza to 123-456-7890 to subscribe to our texting list!)
5. Missing or Incorrect Opt-In Language
Why it gets rejected:
A form that collects a phone number without proper compliance language (checkbox, disclosures, messaging terms, privacy policy, etc.) cannot be approved. Textedly webforms are free to create and are designed to support compliance if you need guidance. You can create one in your Textedly account under the app store > webforms.
The following information must be included for the proper SMS disclaimer. It should be in a paragraph style next to an optional checkbox:
Your business name
The type of messages customers will receive (marketing, transactional, operational)
Message frequency ("Message frequency may vary")
Message and data rates may apply
Customer care information (e.g., "Text HELP for help" or Help at XXX-XXX-XXXX)
Opt-out instructions (e.g., "Text STOP to cancel")
Privacy Policy & Terms Conditions
*If a Marketing use case is selected with other use cases, marketing should have its own separate optional checkbox with the full disclaimer also.
6. Incomplete Use Case Summary
Why it gets rejected:
Vague summaries like “marketing” or “business messaging” do not meet compliance requirements.
How to fix it:
Provide a short, clear description of what you will be sending.
Example:
“Sending appointment reminders and office closure notifications to subscribed patients.”
7. Invalid or Incomplete Sample Messages
Why it gets rejected:
Sample messages must reflect the actual content style you intend to send. Incomplete or placeholder text (like “hello” or “promo”) will be rejected.
How to fix it:
Provide at least one complete message including:
Sender identity
Purpose
Opt-out disclaimer
Example:
“Hi Sarah, this is Sunshine Dental. Your appointment is tomorrow at 10 AM. Reply STOP to opt out.”
8. Missing or Inaccurate Company Name
Why it gets rejected:
If the business name on the form does not match what appears on the website, documents, email domain, or sample messages, the carriers cannot verify legitimacy.
How to fix it:
Use a consistent legal or publicly displayed business name across all fields.
9. Missing Terms or Privacy Policy Links
Why it gets rejected:
If opt-in occurs via webform, both policy links are mandatory.
How to fix it:
Ensure your page includes:
Terms & Conditions URL
Privacy Policy URL
These must be accessible on your website without logging in.
10. Use Case Mismatch
Why it gets rejected:
The use case selected in the registration form must match the opt-in method shown on your website or webform, and must also align with the content of your sample message. If these elements do not clearly match, the carriers cannot verify how messaging will be used and the registration will be rejected.
How to fix it:
Ensure the following three items match and support one another:
Use case selected on the registration form
Webform use case
Sample message content
For example:
If you select "Emergency Alerts" as your use case, the sample message and your webform use case should also reflect urgent, time-sensitive notifications, not marketing or promotional language.
Consistency across all components helps reviewers confirm compliance and approve your registration faster.
Final Best Practice: Review Before Submitting
Use this quick checklist:
Requirement |
|
Website URL works and matches the business identity | ☐ |
Contact email uses a business domain | ☐ |
Opt-in process matches what's selected in the form | ☐ |
Webforms include compliant language and checkboxes | ☐ |
Use case summary clearly explains messaging purpose | ☐ |
Sample messages are complete and compliant | ☐ |
Need Assistance?
If you're unsure whether your registration meets compliance requirements, click the "save and submit later" button and reach out to support before submitting. Fixing issues ahead of time can prevent delays and help get your number approved faster.