As of January 31, 2024, a new Federal Communications Commission (FCC) rule requires all custom toll-free numbers to be verified before sending any text messages. This is an industry-wide change, not specific to our platform.
As of February 17, 2026, the verification process is more rigorous. Here is a checklist of the specific documents and details you should have ready based on your business structure.
📋 Pre-Verification Checklist (by Business Type)
Business Type | Required Registration (BRN) | Supporting Documentation Needed |
LLC / Corporation | EIN (9-digit) | IRS CP 575 or 147C Letter. The name on your form must match this letter exactly. |
Sole Proprietor | SSN (or EIN if you have one) | Driver’s License and a Business License or Schedule C (Tax Form) showing your name and business address. |
Non-Profit | EIN | 501(c)(3) Letter and a link to your status on a registry like GuideStar or Charity Navigator. |
International | VAT / CRN / ABN | Official Certificate of Incorporation (must be in English or have a certified translation). |
💡 4 Tips to Guarantee First-Time Approval
1. The "Golden Rule" of Names
Reviewers check your Legal Business Name against the BRN database. If your tax letter says "Smith & Sons, LLC" but you type "Smith and Sons" on the form, it may be rejected. Use the exact punctuation and spacing found on your IRS documents.
2. The Website "Must-Haves"
Reviewers will visit your website. It must include:
Branding: Your business name/logo must be visible.
Privacy Policy: A link in the footer is standard. It must explicitly state: "No mobile information will be shared with third parties/affiliates for marketing/promotional purposes."
Active Status: "Coming Soon" pages or password-protected sites are the #1 cause of rejection.
3. Capturing the Opt-In
When you provide the URL of Opt-In Policy Images, the image must show:
The checkbox (it cannot be pre-checked).
The specific "Consent Language" (e.g., "By checking this box, I agree to receive recurring messages...").
The "STOP" and "HELP" instructions.
4. Matching the "Production Sample"
Your sample message must contain your Brand Name.
✅ Approved: "Hi from [Brand Name]! Your appointment is confirmed for 2 PM. Reply STOP to opt out."
❌ Rejected: "Your appointment is confirmed for 2 PM." (Missing brand and opt-out instructions).
What happens if I don't validate?
Unverified custom numbers can only be used for outbound caller ID. You will not be able to send text messages with an unverified number.
How do I validate?
Where can I use my validated number?
Caller ID: Validated numbers can be selected in the caller ID dropdown menu under System Settings > Communication Settings.
Text Messaging: Validated numbers will also appear in the dropdown menu for text messaging.
