How to register for a toll-free number (TFN)?

Toll-free number registration only concerns businesses that send SMS campaigns or transactional SMS to the United States 🇺🇸 or Canada 🇨🇦.

You are sending SMS campaigns or transactional SMS to the United States and/or Canada, and while creating your SMS campaign, you realize that you have to register for a toll-free number but don't know how to fill out the form? We created this article to help you out! 

🤨 Why should I register for a toll-free number? 

The United States and Canada impose strict SMS marketing regulations that are mandatory to follow to prevent your SMS from being blocked by mobile carriers:

If you do not comply with these regulations, your campaign will not be sent and will be suspended. To learn more about compliance with the United States SMS marketing regulations and our compliance feature, check our dedicated article.

📞 What is a toll-free number? 

A toll-free number is a telephone number with a distinct three-digit code that can be dialed or contacted by text from landlines or cell phones without charge for the caller. Toll-free numbers are usually used by businesses and customer services and make it easy for customers to connect with businesses all around the world as they are not charged for a long-distance call or SMS. 

👆 Access the toll-free number registration form

To access the form, go to the SMS campaign builder page or Transactional SMS real time page, and click the link under this form in the information colored box:

SMS_register-tfn_EN-US.png SMS_tfn-transac_EN-US.png
SMS campaign builder Transactional SMS real time

📝 Fill out the toll-free number registration form

To register for a toll-free number, you have to fill in the form provided by Brevo during the creation of an SMS campaign. All the fields marked with a * are mandatory.  

The toll-free number registration form is divided into 3 parts: 

🏢 Part 1: Company information
❗️ Important
Ensure you are logged into the Brevo account you are using to send your SMS messages before opening the form so that the Brevo Account Email field is filled in with the correct email address. 

TFN_company-info_EN_US.png

In this part, check that the Brevo Account Email field is filled in with the correct email address, and enter your business URL, name, and address.

👤 Part 2: Contact information

TFN_contact-information_EN-US.png

In this part, enter the information about the person who will be your company's point of contact for toll-free registration. 

✅ Part 3: SMS use cases and opt-in proof

TFN_message-type-optin-proof_EN-US.png

This part is dedicated to your SMS content and opt-in process for SMS messages:

  1. Message volume per month
    Select the estimated number of SMS messages sent by your business each month. 
  2. Use case category
    Choose the categories that best describe your SMS message content. 
  3. Use case summary
    Provide a detailed explanation for each of your SMS categories. The maximum character limit is 1,000 characters. 
  4. Sample message content
    Paste a sample of SMS content for each selected category. The maximum character limit is of 500 characters. 
  5. Opt-in workflow description
    Provide a detailed explanation of how your consumers agree to receive your SMS messages. The maximum character limit is 1,000 characters. 
  6. Screenshot of the opt-in
    Upload a screenshot or scan (PNG or JPEG format) of your opt-in process as proof of your workflow description. 
    Here are some examples of screenshots you can upload as proof for each type of opt-in:
    Website form Keyword Paper form Voice opt-in
    Your consumers opt-in to your SMS messages by entering their phone number and checking a box on a subscription form available on your website:
    webform-optin-example.png
  7. (Optional) Additional supporting documentation 
    Add any other relevant information on your registration or opt-in process. The maximum character limit is 500 characters. 
  8. Submit the registration
    After completing and verifying your answers to the form, click Submit the registration to submit your form.

Your toll-free number registration will be reviewed by the toll-free provider which can take up to 4-6 weeks. You will receive updates on your registration status directly in your Brevo notification center and by email. 

❗️ Important
Since January 31, 2024, SMS messages to countries requiring a toll-free number will be unavailable until your registration is approved. Register early to prevent disruption as the process can take up to 4-6 weeks due to third-party processes beyond our control.

🤯 Troubleshoot error messages 

If, after clicking the Submit the registration button, you get an error message similar to the one below, contact our support team by creating a ticket and providing them the error message number (e.g. Toll-free number - error 2) and a screenshot of your form.

error-message.png

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo expert partner.

💬 Was this article helpful?

8 out of 16 found this helpful