To improve trust and message deliverability, all toll-free numbers used for texting in the US and Canada must be verified before sending SMS/MMS messages. Starting November 8, 2023, unverified numbers will be subject to filtering and may be blocked entirely. This guide walks you through the toll-free number verification process within LeadConnector (LC Phone), including requirements, submission steps, and how to avoid rejections.

Note: Starting Jan 31, 2024, messages sent from Toll-Free phone numbers with Pending Verifications will be blocked and will be subject to messaging fees.

-> Any blocked messages will return Error 30032 or Error 30007.
-> This is only valid for the US and Canada Toll Free Numbers.
-> This is only required for messaging and does not have any impacts on calling.

TABLE OF CONTENTS

• What is Toll-Free Number Verification?
• Key Benefits of Toll-Free Verification
• Requirements Before You Begin
• Steps to Verify a Toll-Free Number
  • Step 1: Buy a Toll-Free Number
  • Step 2: Submit the Verification Form
• Monitor Verification Status
• Frequently Asked Questions 
• Related articles

What is Toll-Free Number Verification?

Toll-free numbers (e.g., starting with 800, 888, 877, etc.) are commonly used by businesses to send and receive messages. Verification is the process of registering your toll-free number and business use case with carriers to ensure you are a legitimate sender. This prevents spam and enables consistent delivery of your messages.

Verification is required for sending messages from Toll-Free phone numbers to the US and Canada. Users who don't verify will be blocked from sending any messages from the beginning on November 8, 2023. We recommend all users submit their registration as soon as possible to avoid delays in processing, and verification. 

Key Benefits of Toll-Free Verification

✅ Higher message deliverability

✅ Compliance with carrier rules

✅ Reduced risk of message filtering or blocking

✅ Improved customer trust and brand reputation

Requirements Before You Begin

Before submitting the verification form, you’ll need:

• Legal business name
  
  
• Business website (or social media link if no website)
  
  
• Business address
  
  
• Detailed use case description (what types of messages will be sent)
  
  
• At least 2 sample message templates
  
  
• Opt-in method used to collect recipient permission (e.g., form, text keyword, verbal, etc.)

Use this A2P Opt-In Guide to write compliant opt-in language.

Steps to Verify a Toll-Free Number

Step 1: Buy a Toll-Free Number

If you haven’t already, follow this guide to purchase a toll-free number inside LC Phone.

Step 2: Submit the Verification Form

1. Navigate to Settings > Phone Numbers > Manage Numbers from your sub-account.
   
   
   
   

2. Under Manage Numbers tab, click on the Verification Required alert for the specific Toll-Free number.
   
   
   
   

3. Add Business and Contact Information
   
   Note-  As of may 2025, the toll-free numbers no longer require an EIN or business registration number for SMS verification
   
   The new verification process includes following steps:

   1. Add Legal Entity Name. (One that appears on the Government and Legal forms)
      
      

      • This must be the end business the customer is engaging with.
        
        

      • Do not list the ISV (Independent Software Vendor) unless the ISV is:
        
        

        1. The sole content creator
           
           

        2. Sending messages on its own behalf
           
           

        3. The content is branded with the ISV’s name.
           
           

      • ✅ Approved Example: John’s Coffee Shop
        
        

   2. Add Website URL.

      
      

      • Should be the website or public social media of the end business listed under Legal Entity Name.
        
        

      • Social links (Facebook, Instagram, Twitter, etc.) are allowed if:
        
        

        • The business doesn’t have a formal website.
          
          

        • The pages are set to public.
          
          

      • ❌ Rejected Examples:
        
        

        • URL is not live.
          
          

        • URL is password-protected or private.
          
          

        • Website contains ISV or aggregator branding.
          
          

   3. Add First , Last Name and Email of the customer point of contact.
      
      
   4. Select Country Code and add Phone Number.
      
       

4. Add Business Location Details
   
   

   The address of the end business the consumer is engaging with. This should be the end business’ physical location.

   
   

   1. Select Country from the list that your business is operating from.
      
      

   2. Add the name of the State.
      
      

   3. Add Address Line 1 (Street address).
      
      

   4. Add the name of the City.
      
      

   5. Add the Postal/Zip Code of your business.
      
      

   6. Click on Continue to Messaging Use Case.
      
      
      
      

5. Add Messaging Use Case Details
   

   • Select Estimated Monthly Message Volume from the list.
     
     

   • Select user Opt-In Type from the list of options available-
     
     

PLEASE NOTE:

If the web opt-in is behind a login or not yet published, host a screen shot on a publicly accessible website (like OneDrive or Google Drive) and provide the image URL and the website URL in your registration form where it asks: "How do end-users consent to receive messages?"

To get a useable image link, you can upload the screenshot to your Media Storage Library in your HighLevel sub-account as shown in the screenshot below:

PLEASE NOTE: If the QR code leads to a Web-Form Opt-In, please follow all requirements listed in this article above where we discuss the Web-Form Opt-In method.

Note: The opt-in method must match the submitted Use Case. For example, marketing campaigns require express consent where the user actively agrees to receive messages.

Live Website Required: 

✅ Must be operational and include a clear opt-in for messaging.

✅ Include Terms of Service and Privacy Policy links in the footer of all pages.

• Choose Use Case Category/Categories that your business will message users for.
  
  

  • Choose the category that best represents how the number will be used.
    
    

  • Must reflect the actual messaging pattern tied to this toll-free number.
    
    Note: Ensure that the 'Marketing' checkbox is selected along with any other applicable use cases if marketing activities are involved. If 'Marketing' is not selected in the opt-in form or the use case does not reflect marketing, verification may fail.
    

• Enter Opt-In Workflow Image URLs.
  
  

  • Clearly outline how the user gives consent (Opt-In Type).
    
    

  • A visual proof (image, screenshot, or document) that matches the selected Opt-In Type.
    
    

    • The visual must clearly show where and how the user provides their phone number and agrees to receive messages.
      
      

    • The URL or file must be publicly accessible (not behind a login or private folder)
      
      

  • Approved Examples: 
    
    https://storage.googleapis.com/msgsndr/RNTEDRA9ap9xSh2MyTYS/media/65271336fe7786badd88b169.png

    
    

• Add Use Case Descriptions.
  
  

  • Provide a detailed explanation of how messaging is used.
    
    

  • The more specific, the better — include:
    
    

    • Purpose of messaging

    • Target audience

    • Opt-in methods

    • Platforms used (POS, web forms, chat, etc.)
      
      

    • ✅ Approved Example:
      
      "This number is used to send promotional offers to customers of John’s Coffee Shop who have opted in through our website or POS system."
      
      

    • ❌ Rejected Example:
      
      "Marketing" – too vague and not tied to specific content or opt-in method.
      
      

• Add Message Content.
  
  

  • Provide sample messages that match the use case. Must include:
    
    

    • A clear message

    • Personalization (if applicable)

    • Business name

    • Opt-out language ("Reply STOP to opt out")
      
      

    • ✅ Approved Example:
      
      "Thank you for being a loyal customer of John’s Coffee Shop. Enjoy 10% off your next purchase. Reply STOP to opt out."
      
      

    • ❌ Rejected Example:
      
      "Your appointment is today at 10:00 AM" – lacks business name, opt-out language, and context.
      
      

• Check the I agree to the Terms of Service box.
  
  

• Click on Send Information for Verification button.
  
  
  

   Note-Additionally if user hasn't completed the KYC verification yet, they will need to do so after submission of all     the above details.

Highlights of Recent Changes:

• Simplified Verification: Users can now complete toll-free number verification without needing a business tax ID.

• Lowered Barriers: The new verification flow reduces entry barriers for all users especially sole proprietors.

• Selective KYC Implementation: The platform implements Know Your Customer (KYC) verification to ensure platform security while minimizing the burden on legitimate users.

Monitor Verification Status

Phone Number registrations can take up to 4 to 6 weeks to complete. However, we have seen Toll-Free Numbers approval in as little as two days (though we cannot guarantee any timeline for approval).

Once you submit your verification request, you can monitor the verification status as it changes during processing through the Console. Please see below for a full overview of each status:

Frequently Asked Questions 

Q: What if my toll-free number was rejected and I can't resubmit?
You can request an appeal by contacting Support. Use the subject line:

"Toll-Free Verification Rejection Appeal for [Your Business Name or Number]"

Learn more: Why Was My Toll-Free Verification Rejected?

Q: Can I still send messages while it's pending?
Yes, but carriers may apply filtering until the number is verified.

Q: Can I verify multiple numbers?
Yes, each toll-free number must be submitted individually.

Q: Is verification required for small businesses too?
Yes, all businesses using toll-free messaging must comply.

Q: Do I need to be a US business in order to register at a Toll-Free number?

No, you can use business addresses from other countries to register

Q: Will I be charged if I encounter an error when sending an SMS?

You won’t be charged if an internal LC Phone error occurs before a message is sent. However, charges apply for all delivery attempts, even if undelivered. No refunds are issued for failed SMS, so review carefully before sending.

Related articles

• What is LC - Phone System? 
  
  
• How to Migrate an Agency and Sub-Account to LC - Phone? 
  
  
• LC - Phone Messaging Policy 
  
  
• LC - Phone Pricing Structure 
  
  
• Moving US numbers from Twilio to LeadConnector(LC)