How long does Toll-Free Number (TFN) verification take?
Applications are typically reviewed by the ClickSend team within 24 to 48 hours of receipt. If there are any issues with your application, a team member will contact you with details on what needs to be corrected.
Once your application passes our review, it is submitted to the carriers for verification. In total, including our internal review, TFN verification usually takes 5–7 business days. Review times may be longer if the application is incomplete, contains inaccuracies, or requires updates to meet carrier requirements. We will notify you by email as soon as your number has been verified.
To help avoid delays, we recommend reviewing our How to register a toll-free number guide before submitting your application.
Following the guidance provided can help ensure your submission is complete and reduce the likelihood of errors or additional information being requested.
Can I get a more precise timeline?
No — carrier review timelines are controlled by the carrier networks, not ClickSend. We're unable to provide an exact completion date or expedite the process. You'll receive an email notification once your number is approved and ready to use. In the meantime, you can check your current status at any time in Sender IDs → Manage Senders → My Numbers in your dashboard.
What happens if my application is rejected?
Don't worry, most rejections can be resolved quickly. You'll receive an email explaining what needs to be corrected. Once the required changes have been made, you can resubmit your application for review. If you need assistance, our support team is here to help. Common reasons for rejection include mandatory opt-in checkboxes, mismatched use cases, and insufficient proof of consent. To address these issues, review your opt-in form, update proof of consent, and resubmit your application with the corrected materials.
What types of messages can I send with a TFN?
Toll-Free Numbers can be used for a variety of business communications, including:
Appointment reminders
Order confirmations and shipping updates
Customer service and support messages
Account notifications and alerts
Marketing and promotional messages (with proper consent)
TFNs cannot be used for personal messaging, spam, or prohibited content. Certain industries and message types, such as loans, gambling, alcohol, firearms, and other regulated content, may be subject to additional carrier, state, federal, or country-specific requirements.
Please note that messaging regulations vary by industry, state, and country. While many requirements are outlined throughout our website, not all regulations may be listed. It is your responsibility to understand and comply with any laws, carrier rules, and industry guidelines that apply to your business, message content, and the regions where you send messages.
Start HERE to read find out about ClickSend's sending guidelines.
Can I use one TFN for different purposes?
It’s best to use a TFN for a single, clearly defined use case. Keeping message content focused helps ensure carrier compliance and reduces the risk of filtering or suspension.
If you plan to send multiple types of messages from the same TFN, be sure to clearly describe all intended use cases in your application and provide message examples that accurately reflect each type of communication. If your messaging needs change over time, you may need to update your registration or use a separate TFN for the new use case.
What if I don’t have a website?
If you don't have a website, you may provide a link to a public social media page that represents your business. The page must be publicly accessible and clearly display your business name and relevant contact information.
Please note that some messaging use cases, industries, and carriers may require a business website for approval. If your social media page does not provide enough information to verify your business or messaging program, additional documentation may be requested.
What types of opt-in are accepted?
You must provide evidence of your opt-in process when registering your TFN. Commonly accepted opt-in methods include:
A website form with an unchecked consent checkbox
An SMS keyword opt-in (for example, a customer texts a keyword to join)
A signed paper form
A verbal agreement using a documented consent script for each opt-in method, carriers require specific documentation:
Online Forms: Provide a URL and screenshot of the opt-in page showing the consent language and checkbox.
In-Person or Paper Forms: Submit a copy/photo of the form and describe the consent collection process.
Verbal Consent: Share the phone script used to collect consent.
Keyword Opt-In: Detail the keyword and where it is advertised.
The opt-in method must clearly disclose that the customer is agreeing to receive text messages from your business. Depending on your use case, additional disclosures may be required, such as message frequency, opt-out instructions, and links to your Terms of Service and Privacy Policy. Ensure that opt-in language aligns with the intended use case and does not mix message types in a single opt-in form. Additionally, disclosures must include information about message and data rates.
Please note that requirements can vary by use case, industry, carrier, state, and country. While many requirements are outlined throughout our website, it is your responsibility to ensure your opt-in process complies with all applicable regulations and carrier guidelines. Applications with unregistered TFNs or insufficient opt-in evidence may face message blocking or spam labeling by carriers.