Verifying Toll-Free Numbers for US and Canada

Upon signing up for a Yotpo SMS & Email account, you’ll automatically be assigned a unique toll-free number (TFN) for texting your customers in the US and Canada. Before you start sending messages, this number and the brand assigned to it must be verified and approved by mobile carriers in the US and Canada.

In this article, you’ll learn how the verification process works and how you can keep track of the status of your TFN.

How it works

Toll-free numbers (TFNs) are often used by businesses, marketers, government agencies, non-profit organizations, and other entities alike. They are 10 digits long, and the easiest way to identify them is by their prefix - 800, 888, 877, 866, 855, 844, or 833.

The TFN verification process is conducted by a third party and usually takes up to 7 business days. While it may appear as an additional step that creates a setback, the goal of the verification process is to protect customers from fraudulent senders and spam. It is in everyone’s best interest to keep the SMS ecosystem a trusted and safe environment for customers - if bad actors can infiltrate, it hurts all of us.

Getting started

You don’t need to do anything to initiate the TFN verification process - it will be initiated by Yotpo.
During the verification process, the TFN and its assigned brand go through several statuses:

• “Unverified”: the TFN hasn’t yet been submitted for verification

• “Pending”: the TFN has been submitted for verification

• “Verified”: the TFN was verified and approved

• “Rejected”: the TFN was rejected and cannot be used. In this case, please contact Support

You can see the status of your TFN at all times from the banner at the top of the Settings page. You’ll be notified as soon as your TFN is successfully verified.

FAQ

Who should I contact if I have questions regarding the status of my TFN?
For any questions regarding the status of your TFN, please contact Yotpo support.

Why would a TFN be rejected, and what should I do if that happens?
The TFN will be rejected if the brand assigned to it has marketing content that is prohibited via TFN (i.e. SHAFT, CBD, etc). For more information, see S.H.A.F.T. and Prohibited SMS Content in the US & Canada. If you’re not marketing this type of content and your TFN has been rejected, please contact Support and we’ll solve the issue.

How does not being verified limit my messaging abilities?
Only verified toll-free numbers can send texts. Any other status (“Unverified”, “Pending” or “Rejected”) is inoperative - texts can’t be sent from it to customers with a US or Canada phone number.
According to regulations in the US and Canada, every customer to a recurring SMS marketing program must receive a message confirming their subscription when opting in:

This opt-in confirmation message must be sent to the customer before any other message is sent (i.e. a message from a campaign or flow). Because of this, you will not be able to collect subscribers in the US and Canada until your TFN is verified. Once verified, opt-in confirmation messages will automatically be sent to your customers after they subscribe.

I’m using another vendor and I want to migrate my TFN over to Yotpo. Can this be done?
Sure! Contact Support and we’ll take care of it. This process requires us to work closely with your current vendor, but we’ll do everything in full transparency and make sure we have your approval before each step.

Can I have more than one TFN assigned to my brand?
No, every brand has one TFN assigned to them.

Is the same TFN used for both US subscribers and Canadian subscribers?
Yes, the same TFN is used.