Toll-free numbers were historically available for free without any registration requirements. To prevent spam and abuses, US carriers now demand that new numbers be officially assigned before they're allowed to ring for incoming calls. The carriers also require all existing toll-free numbers to be registered by September 30, 2022. The carriers will block SMS messages sent from unregistered toll-free numbers after this date.

Covered in this article:

What do you need to know about registering Toll-Free Numbers?

Why is this happening? 

How to buy toll free numbers?

What do you need to do?

What if you don’t take action? 

What do you need to know about registering Toll-Free Numbers? 

Toll-Free Number registration ensures that the Toll-Free messaging channel is aligned with 10 DLC channels. These channels review all services, as well as the sending brand and the type of traffic they deliver to ensure it is known, documented, and verified.

The messaging industry is making changes to the message volumes that can be sent over an unverified Toll-Free number. This is part of the process to verify all Toll-Free numbers and align sender visibility with the 10DLC messaging channel. 

If you’ve already verified your Toll-Free numbers, no further action is needed.
Effective October 1, 2022, the following industry-wide thresholds for messaging sent over unverified Toll-Free numbers:
  • Daily limit: 2,000 messages 
  • Weekly limit: 12,000 messages
  • Monthly limit: 25,000 messages

These thresholds are subject to change; we’ll let you know in advance before the threshold is changed. 
These limits aren’t applicable when a Toll-Free number has been submitted for verification and is in a ‘pending’ state or already verified. Registration will still be required for all Toll-Free numbers when sending messages to Canada.

You might see this error 30032 in the conversation which means Toll-Free Number Has Not Been Verified when messages are not delivered to the contact. 

Why is this happening? 

These new daily, weekly, and monthly messaging limits let you send messages while helping to bring your highest volume senders into compliance. 


How to buy toll-free numbers?

It will be the same process as buying a regular number but you just need to enter a toll-free area code, like 800, 855 etc. 

What do you need to do?

If you have unverified Toll-Free numbers that send messaging traffic over the new limits, please submit these numbers for verification. If you have a large inventory of numbers, please submit Toll-Free numbers that send the most volume first.
Follow these steps to get started:
  1. Go to the Toll-Free Registration page in the Location Phone Number Tab and complete the form on this page. Keep in mind, you’ll experience verification delays if you omit any information.
  2. Submit the form and a support ticket will be created.

Once submitted to the telephony channel, the verification process can take up to 2-3 weeks to complete. During this time, your Phone Numbers are moved to a ‘pending verification’ state that removes the messaging limits while we review your submission.

Below is the screenshot:

What if you don’t take action? 

On October 1, 2022, messages sent via Toll-Free numbers will be restricted to the messaging limited above. If they exceed the limits, they’ll be blocked with this error code "30032". Using additional Toll-Free numbers to exceed these limits isn’t allowed and will result in the same block and error code.

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