How to verify USA and Canada toll-free numbers for A2P messaging

User Level: Admin

---

​

Why toll-free verification is required

Due to the growing volume of spam and unsolicited messaging, mobile operators in the USA and Canada require all business messaging sent from toll-free numbers to be registered and verified. To support this, operators introduced dedicated routes for A2P (Application-to-Person) messaging. All toll-free messaging is treated as business traffic and must comply with A2P requirements. By default:

• A single US business can verify up to 5 toll-free numbers without additional steps, unless an exception is granted for a specific use case
• A single Canadian business can verify 1 toll-free number without additional steps

​

SMS traffic types explained

Mobile operators distinguish between two types of messaging traffic.

​

P2P (Peer-to-Peer)

P2P traffic refers to conversational messaging between two individuals, without automation or commercial intent. These routes are no longer allowed for sending business or commercial messages.

​

A2P (Application-to-Person)

A2P messaging includes any messages sent from a business platform. This covers both conversational business messaging and automated messages such as:

• Notifications
• Follow-ups
• Marketing messages
• One-time passwords
• Two-factor authentication

All toll-free messaging falls under A2P and must be verified.

​

What happens if toll-free numbers are not verified

Toll-free messaging verification is required by US and Canadian carriers. Unverified toll-free numbers are restricted and may be blocked from sending outbound messages. Before verification is completed, unverified toll-free numbers are limited to the following messaging volumes. Messages sent beyond these limits are blocked by US and Canadian operators: Unverified numbers

• 500 messages per day
• 1,000 messages per week
• 2,000 messages per month

After a verification request has been submitted, higher sending limits apply during the pending verification period, which typically lasts 2 to 3 weeks: Numbers pending verification

• 2,000 messages per day
• 6,000 messages per week
• 10,000 messages per month

​

Information required for toll-free verification

Verification consists of of three required parts:

• Business information (name, address, contact, etc)
• Messaging use case
• Proof of consumer opt-in

All sections are mandatory. Verification must be completed by the business the consumer believes they are interacting with. For example, if you are a BPO acting on behalf of another company, the end client must be the registered business. Some industries and use cases are prohibited from sending commercial SMS in the USA and Canada, such as CBD, vaping, or MLM businesses. Before starting, double-check in our help center article that your use case is supported under US carrier regulations. To submit a toll-free verification request, please prepare the following information. All fields listed below are required unless stated otherwise.

​

✅ Legal Business Name and Trading Name

Provide your legal business name and trading name.
If you are a BPO or acting on behalf of another company, use the name of the business the consumer believes they are interacting with.

​

✅ Corporate Website

Provide the website associated with the business name listed above.
If your business does not have a traditional website, you may include links to social media pages such as Facebook, Instagram, or Twitter.

​

✅ Business Address

Include the full physical address of the end business that customers interact with:

• Street
• City
• State
• ZIP code

This should reflect the real-world location of the business, not a mailing-only address.

​

✅ Business Compliance Contact

Provide the first and last name, email address, and phone number of a compliance contact. This person will not be contacted directly. However, they must be verifiably connected to the business and its messaging activity, such as an operations, marketing, or IT administrator responsible for setting up messaging services in CloudTalk.

​

✅ Expected Monthly Message Volume

Estimate the number of messages you expect to send per month.
If your messaging traffic is still ramping up, use the volume you expect to reach within six months.

​

✅ Phone Numbers to Be Verified

List the toll-free phone number or numbers you want to verify. You may leave this field blank if verification is being submitted together with a first-time number purchase. In this case, CloudTalk will add the newly purchased numbers to your submission.

​

✅ Use Case Category

Select the category that best describes the type of messages you will send.
Examples include:

• General marketing
• Customer support
• Automated follow-ups
• P2P communication

​

✅ Use Case Description or Summary

Provide one or more sentences clearly describing how the number will be used. Example:
This number is used to send promotional offers and discount coupons to customers of [business name].

​

✅ Production Message Samples

Include examples of the exact messages that will be sent to customers. All samples must include opt-out language that complies with US carrier guidelines.

​

✅ Opt-In Workflow Description

Describe in detail how a customer or subscriber opts in to receive messages. High-level phrases such as “online form” are not sufficient. You must explain the full opt-in process step by step. The opt-in location must be provided as a link and must clearly show:

• Where the customer enters their phone number
• The opt-in language explaining that they will receive messages by continuing

A valid example could be a checkbox on a contact form stating:
“I would like to receive support, operational, or promotional messages from [Company Name].”

​

✅ Accepted Opt-In Methods

Opt-in evidence may come from:

• An online sign-up or contact form on your website, including a URL or screenshot
• A sign-up form within your app or behind a login
• In-store opt-in methods such as keywords or signage
• An IVR script informing the caller they will receive a follow-up SMS

​

✅ Opt-In Location Images or URLs

Carriers require visual evidence of how customers consent to receive SMS messages. Provide a URL or hosted image showing the opt-in location where the customer submits their phone number and acknowledges that they may receive messages. This may include:

• A URL linking to the contact or sign-up section of your website
• A link to a hosted image showing the opt-in section if access is behind a login, download, or subscription

Please note that images cannot be submitted directly to carriers. Only URLs or hosted images are accepted.

​

✅ Additional Supporting Details

Include any additional information that may support verification, such as:

• Privacy policies
• Acceptable Use Policies
• Additional onboarding controls
• Relevant links or documentation

Once CloudTalk receives your completed information, we submit the verification request to our carrier for review by US operators. During the pending verification stage, sending limits are extended. Our team will notify you once your numbers have been fully verified and approved.

​

If you do not have an opt-in workflow

Even if you are only messaging existing contacts or believe your use case does not require opt-in, evidence of consumer consent is mandatory for toll-free messaging registration. An opt-in URL or equivalent proof of consent is required in order to be eligible for toll-free number verification.

​

The opt-in requirement

Proof of consumer opt-in is a mandatory requirement set by external mobile operators in the USA and Canada. This requirement is enforced by the carriers and cannot be modified or bypassed by CloudTalk. CloudTalk’s role is to guide you through the verification process and submit your toll-free registration request to the external carriers. If we cannot provide evidence showing where and how the consumer agreed to receive messages from your business, the verification request will be rejected. CloudTalk is happy to advise on simple and compliant ways to integrate A2P opt-in into your existing workflow. Examples of acceptable opt-in methods include:

• A checkbox on an online or paper order form stating that the customer understands they will receive SMS updates about their order status
• An IVR recording where the caller presses a key to consent to receiving a follow-up message after the call
• A message on the contact section of your website informing customers that contacting your helpline may result in an SMS follow-up after a missed call

---

Need help or have a question? Just reach out through our Support portal — we’re here for you.