How to register a Toll-Free Number (TFN) with ClickSend

To send messages in the United States and Canada, businesses must use a registered number such as a TFN. This guide will walk you through the registration process for TFN number, it’s important you fill out your form correctly so it can be approved for use ASAP.

Before you start

To be approved to use a TFN, you need to be able to show how your recipients have agreed (this is called an opt-in) to receive your messages. If you don’t have a proper opt-in method in place, the application will be rejected.

Where to find the registration form

1. Log into your ClickSend account. 
2. Navigate to the Senders Id menu and select Buy a Number. 
3. Choose your country. 
4. Click Register in the TFN column and follow the prompts

How to fill out the TFN form

1. Add your ClickSend User ID  and TFN number details

• ClickSend User ID: If this section is not pre-filled, you can find your ClickSend ID under the upper right corner menu in your Dashboard.
•  Toll-Free Number (TFN): This is pre-filled. 
• Important: You can only register up to five TFNs at once. If you need more, please start a chat with support.

2. Tell us who the point of contact is

This is the person we will contact if there are issues with your TFN registration. Ensure that the contact details are up to date.

• Name: Full name of the point of contact.
• Phone Number: A valid phone number where we can reach the point of contact during business hours.
• Email Address: This should be the best email address for us to send notifications.

3. Business Details

If you’re setting up SMS for a client, enter the business details of the business that is actually sending the messages. 

• Legal company name: Enter the full, legal name of your company as it appears on official documents (e.g., your business registration papers). Using a trade name or nickname will cause issues. Always use your registered legal company name.
• Company address: This should be the physical address of your business. If there are multiple locations, enter the headquarters. If the business doesn’t have a headquarters, enter the location closest to you.
• Country: Choose the country where your business is registered.
• Company Website / Social Media Business Page: If you have a website, enter the URL. The website must be live, publicly available and the URL must be a HTTPS URL, for example: https://www.clicksend.com

  

If you don’t have a website, you can provide a link to your social media business page. Just make sure the page is a public page. For example: https://www.facebook.com/Click.Send.SMS

Tip: Verify that your website is live and accessible with no security issues before submitting.  If the website is under construction, unsafe or unreachable your form will be rejected.

4. How you'll use your TFN

You need to explain what types of messages you’ll send via this number. Each TFN can only send one type of message. For example, if you register a TFN for sending appointment reminders, you can’t use it for sending marketing. 

• What type of message are you sending: Choose the option that most accurately describes the types of messages you intend to send (e.g. appointments).
• Approximate volume: Indicate how many messages you plan to send each month.
• Context of use: Describe how and why you're using the TFN. Be specific here, for example: Appointment reminders in a doctor's surgery  for patients. Vague descriptions such as general messaging will raise red flags — concrete examples are best.
• Provide example messages: Enter up to three example messages that you plan to send, such as Your appointment is scheduled for March 10th at 10 AM. Your examples would match the types of messages you selected above. 

5. How recipients subscribe/opt-in

It’s important to provide the right information. Recipients must give consent to receive messages — this is called opting-in. You must prove that recipients have agreed to receive/opt-in your messages

NOTE: If you cannot provide proof of opt-in (e.g., a screenshot or script), your registration will be rejected.

• Choose the correct opt-in method. We explain the options below:
  - Online form: If recipients opt in through a form on your website.
  - IVR: If consent is given via an Interactive Voice Response system.
  - Inbound keyword: If consent is given by sending a specific SMS keyword.
  - Point of sale: You collect opt-ins during transactions at a physical location.
  - In-person: If recipients provide consent face-to-face.
  - Paper form: If consent is collected using a physical form.

  

• Describe the opt-in process: Describe in detail how the opt-in process works. Be as specific as possible. For example:
  
  “We have a sign up form on our website. This website has a check box that customers tick when providing their number. They only select this check box if they agree to receive promotional messages. Here is a link to the form: www.clicksend.com/form.”
  “We have a script that customers read and a physical form they sign during checkout to agree to receive appointment reminders. The form has information on our privacy policy and how we handle customer data.”

  

• Provide supporting information about how customers opt-in: We do need evidence of your opt-in process. Examples of the type of evidence for each type of opt-in are below.

  

- Online form example

Further examples at: blog.clicksend.com/sms-opt-ins-explained/

Tips: Make sure your screenshot of the form displays the opt-in checkbox, terms and conditions, and any disclaimers. Your form should have a clear description of how users opt-in and what they are agreeing to. The opt-in checkbox must not be pre-checked — users should actively select it. 

- IVR

Tips: if you use this type of opt-in you should provide documents that show a transcript of the IVR script, detailed description of how the system captures and stores user consent and evidence that users explicitly agree to receive messages. For example: Press 1 to subscribe to SMS updates.

- Inbound SMS keyword

Tips: Upload a screenshot of the confirmation message you send to them when they opt-in by texting you a keyword. Make sure you upload a copy of the advertisement or webpage where the keyword is promoted too.

- Point of sale

Tips: Make sure you include a screenshot of the opt-in prompt on the POS system along with a copy of the terms and conditions that are displayed to the customer. If verbal opt-in is used, you upload a script and process documentation showing how consent is captured.

- In-person

Tips: If you’re collecting opt-ins in person such as signing a form at an event, entering a phone number on a tablet or verbal opt-in at a service counter — the opt-in process must be clear and recorded.  You must clearly explain what the customer is agreeing to and communicate that customers can opt-out at any time. Upload image and/or script.

Once you’ve completed all the fields in the form, just press submit. TFN applications can take up to 7 days to be approved. You’ll be sent updates via email and the support team will reach out if you need to update your application. 

What to do if your TFN application is rejected

If your Toll-Free Number (TFN) registration is rejected, don’t worry — you can usually resolve the issue by correcting the problem and resubmitting your application. Below are the most common rejection reasons, how to avoid them, and what to do if your application is denied.

1. Insufficient or Invalid Opt-In

This is the most frequent reason for rejection. Carriers require proof that message recipients have explicitly agreed to receive texts from your business. Without this, your application will be denied.

How to provide opt-in proof

• Provide clear, detailed documentation of your opt-in process.
• If using an online form, include a screenshot of the form with the opt-in checkbox clearly visible. Ensure that opt-in checkboxes are not pre-checked—users must actively select them.
• If using SMS keyword opt-in, show a system log of a sample opt-in message.
• If using a paper form, upload a scanned copy of a signed consent form.

What to do if you're rejected due to opt-in

1. Review your opt-in documentation—did you provide sufficient proof?
2. Collect additional evidence (e.g., logs, screenshots, forms).
3. Submit a revised application with the required documentation.
4. If you’re unsure, contact support. They can review your opt-in process before resubmitting.

2. Invalid or unreachable website

Your business website or business social media page must be live, accessible, and free of security issues. If the carrier cannot verify your business through your provided URL, your application may be rejected.

How to provide an accepted website 

• Ensure your website is publicly accessible and not behind a login or restricted page.
• Use HTTPS, and verify that your SSL certificate is valid. 
• Ensure your site contains business information that matches your application (e.g., company name, services).

What to do if you’re rejected due to your website 

1. Test your website to ensure it loads correctly and is accessible.
2. Check for SSL or security errors and fix them.
3. Make sure your website includes business details (company name, contact info, services).
4. Resubmit your application once the website issue is resolved.

3. Your message type and message examples don’t match

The message type you select must accurately reflect the messages you plan to send. If there's a mismatch, the carrier may reject your application.

How to make sure your messages match

• Select the correct message type when filling out the application.
• If sending appointment reminders, do not choose "General Marketing."
• If your messages fit multiple categories, select “Mixed” and explain in the context field.

What to do if you’re rejected due to mismatched messages 

1. Review your selected message type—does it match your actual use case?
2.  Modify your selection in the application to better reflect your messaging content.
3. Provide a clearer explanation in the “Give us a bit more context” field.
4.  Resubmit your application with updated details.

5. Disallowed or non-compliant content

Certain types of content are restricted in the United States and Canada due to compliance and legal regulations. If your messages contain prohibited content, your application will be rejected.

How to make sure you send compliant content

Make sure your messages do not include restricted content. That includes messages about: 

• High-risk Financial Services
• Loans
• Debt collection
• Debt forgiveness
• Gambling & lottery
• Get Rich Quick Schemes
• SHAFT (Sex, Hate, Alcohol, Firearms, Tobacco)
• Fireworks
• Cryptocurrency
• Adult content - including ads for sex work & prostitution
• Drugs, cannabis, vapes etc
• Personal messaging

.

What to do if you’re rejected due to non-compliant content 

1. Review your message examples—does your content violate carrier policies?
2. If you’re unsure, contact support for guidance.
3. Resubmit with compliant content and ensure your business use case is clear.

Need help?

If you encounter any issues during the TFN registration process or have questions about any step, our support team is here to assist you. You can email the team at support@clicksend.com or start a chat in the Dashboard.