Verified Toll-Free Number (TFN) Helpers

Sections Below Include TFN -

• Opt-In Consent Options
• Restricted Campaign Types
• Appeal Letter Template
• Letter of Authentication (LOA)

Opt-In Consent Options

• Opt-in consent disclosure can be captured Online/Mobile, by Text-To-Join and by Verbal/Paper form
• Consent to receive SMS/MMS messages must be captured and cannot only be present in the Terms or Privacy Policy
• A link to the opt-in consent URL, or shared screenshot from the end-user’s perspective is required

ONLINE/MOBILE OPT-IN

• For online and mobile opt-in, near where the user enters their number to sign-up to receive messages, there should be clear opt-in language that says something like "By checking this box, you agree to receive (add message type) ________ messages from (Company Name) ________”   
  • If a mixed campaign (both alerts and marketing messages), include two separate check-boxes similar to below:

TEXT-TO-JOIN OPT-IN

• For Text-To-Join (mobile keyword opt-in), provide both the keyword opt-in and the advertisement or promotion with compliant opt-in
  
  • If users opt-in by sending a Keyword (such as JOIN) from their handset to a number or code
    • 1. Explain where the campaign is promoted? 
      • Indicate where and how users find the keyword to opt-in, what medium, such as on a website, signage, packaging, flyer, verbal, etc
    • 2. Show Text-To-Join opt-in (for example)
      • Share a screenshot of the keyword (ie: JOIN) sent from the mobile handset, along with the confirmation reply message received on the mobile handset (up to 160-characters or less)
        • Welcome to [Brand Name] program! Text JOIN to [Toll-Free Number] to sign-up to receive [add Message Type] ____ text and picture messages.
        • Full compliance also includes: Message frequency varies. Message and data rates may apply. Opt-out anytime by replying STOP, or reply HELP for info.

VERBAL / IVR / PAPER FORM OPT-IN

• For verbal or paper form offline opt-in
  • Submit a copy of the script used on company letterhead. Include a description on the Company background and describe how messaging will be used, or
  • Provide the relevant section of the physical form/agreement where consent is captured
  • Reply with the digital file PDF, for example:

Restricted Campaign Types

The following content categories have been identified as potentially harmful or deceitful to the end-user and will not be supported on the messaging network.  These categories are subject to change and traffic in other categories that are not listed may also be blocked without notice.  Message senders are expected to enforce restrictions to prevent messages containing the content types described below:

1. High-risk financial loans (must be direct loan)
2. Third-party brokers (loans, insurance, jobs)
3. Lead generation, affiliate, multi-level marketing
4. Debt collection/consolidation/reduction/relief/forgiveness
5. Credit repair, tax relief programs
6. Stock alerts, cryptocurrency, risk investment
7. Controlled substances such as illegal drugs, vaping/vapes/vape, cannabis/CBD
8. SHAFT - sex (adult), hate speech, alcohol, firearms, tobacco, profanity
9. Gambling and sweepstakes

Appeal Letter Template

Sample message placed on company letterhead Date

Dear wireless carrier,

Our TFN request was rejected due to potential high-risk of Spam/Fraud without the possibility of resubmission.

We believe this is an error and would like to appeal this decision on behalf of “Company Name”.

Our company does this… (explain what company does, who are customers and where users see messaging services promoted)?

Our TFN messaging use case is for 1-8XX-XXX-XXXX which will send the following types of messages:

• TFN 1 - Explain the business reason to use messaging.  Provide Use Case description (what is sent to whom). Include a sample message. Add “Reply STOP to cancel” at end of message if room. 

Our company (HAS or HAS NOT) been rejected on the TFN network in the past.

• IF HAS - If rejected on any provider, list date of occurrence and reason for rejection.  Also, state the improvements made to eliminate bad sending behavior from recurring.
• IF HAS NOT - Explain the way messaging enhances your business/customer experience.

This formal appeal is to request verification of TFN 1-8XX-XXX-XXXX that was rejected.

If you’d like to discuss further, we’d be pleased to set-up a call.

From

Name of Contact

Title of Contact

Phone and Email Address of Contact

Letter of Authentication (LOA)

Click attached to download Blank LOA form

Include the company name and address, the toll-free number(s), sign and date