Toll-free numbers give your clients a direct line to your business. They let you communicate via calls and SMS without the strict verification process required for a local number, and they help your business come across as more professional and established.
Obtaining a Toll-Free Number
To get started, go to your system Settings and open the Phone Numbers section.
Click on + Add Number and select the option to add a phone number.
A modal will appear where you can filter the list to suit your needs. From the options shown, uncheck the Local box under number type, then click Apply.
Select your preferred number and click Proceed to Buy.
Registration and Verification
Once you've purchased a number, you can register it by supplying your business information. You'll see a "Verification Required" icon beneath any unregistered toll-free numbers. Clicking it takes you through the verification flow.
The first screen asks for details about your business, including a link to your website, your email address, and your entity type.
For entities other than sole proprietors, you'll also need to enter the business registration number, registration authority, and country. Once that's done, continue to step 2.
The second step asks for your business address as it appears on your registration certificate.
Finally, provide details about your messaging use case, including the estimated monthly volume, use case categories, and a description.
Once you've checked the information, review the terms of service and submit your details for verification. The icon below the number will update to "Verification In Progress". Keep an eye on the status to see when your number has been approved. Verification typically takes around 3 business days, though it can occasionally take a little longer.
This process is important for staying compliant and securing the best daily sending limits, which helps avoid message filtering.
✍️Important Notes
- Numbers can have restricted, pending verification, or approved statuses, each with different message segment limits. Approved numbers gain verified status, full access to A2P sending, and significantly lower chances of message filtering on major networks.
- All new and existing toll-free verifications submitted under the Political Election Campaigns use-case category must include a valid Campaign Verify (CV) Authentication Token. This token is issued after successful verification through the official process: https://www.campaignverify.org/our-process
- Submissions without a valid CV Auth Token may be rejected or restricted, preventing approval of political messaging campaigns.
- When Use Case Category = Political Election Campaigns, two additional fields must be completed: Campaign Vetting Token (CV Auth Token) and Vetting Provider – must be set to Campaign Verify. The Campaign Verify authentication token must follow the exact structure:
cv|<version>|mno|tfree|<id>|<secret> - Political organisations must complete the vetting and verification process directly with Campaign Verify before submitting their toll-free verification request.
Frequently Asked Questions
Q: What if my number is stuck in review?
- Make sure all required information has been filled in accurately and allow time for the review to complete. If things are taking longer than expected, get in touch with support for help.
Q: Can I have multiple toll-free numbers?
- Yes, businesses can register multiple toll-free numbers based on their needs and compliance with the CRM's policies.