Understanding toll-free number verification

You will learn

Learn about toll-free number verification, including what it means to be verified and how this works in Klaviyo.

Verified vs. unverified

Verified

A business can have 1 verified toll-free number associated with their brand.

To be verified, a toll-free number must undergo an application process to be approved by wireless carriers. If approved:

• The number will be associated with that specific brand or business
• An “Active” tag will be added to the number

Your toll-free number must be verified before you can send SMS or MMS from it. You can set up your flows and forms, but do not turn them live until your number is verified.

We recommend sending within a month of your toll-free number being verified.

Unverified

Numbers that have not completed verification can show the following statuses in Klaviyo:

• Under review, meaning your registration has been submitted and is awaiting a decision
• Action required, meaning you need to complete registration or resolve an issue, such as a rejection

Not all organizations qualify for toll-free verification, or can send with Klaviyo. For instance, if your business model falls under any of the prohibited content categories, you will not be able to send using Klaviyo.

Your website must be live in order for your toll-free number to be verified.

Verification with Klaviyo

When you set up text messaging and select the US or Canada, Klaviyo asks for your business and contact details so it can submit your number for verification. You'll provide the same business and contact details if you need to resubmit after a rejection.

Before you start, have the following on hand:

• Your registered business number (EIN, CBN, or local equivalent), found on your tax documents or registration certificate. US sole proprietors can register without a business registration number.
• Your legal business name and registered business address

Provide the contact and business information below. Optional fields are noted.

Company contact:

This contact will receive all registration updates and alerts.

• First and last name
• Email
• Phone number
• Forwarding number (optional) — redirects incoming calls to a designated phone number

Business registration information:

• Company's legal name (must match the legal business name on your business license). If your business type is sole proprietor, the name must not contain entity designations such as Inc, LLC, Corp, or LP.
• Company website URL (important: the website must be active and working)
• Whether your legal name matches the name displayed on your website. If it doesn't, enter the name displayed on your website in the Doing Business As (DBA) or brand name field.
• Company address (important: must match the address where your business is registered)
• Business type
• Business registration type (must be from the country listed in your company address). Optional only if your business type is sole proprietor and your business address is in the US.
• Business registration number. Do not use your Social Security Number. Optional only if your business type is sole proprietor and your business address is in the US.

For an EIN or CBN, enter exactly 9 digits without spaces or punctuation. For example, if your Canadian Business Number is 123456789 RT 0001, enter 123456789.

Privacy policy:

A link to a privacy policy hosted on a public page of your website. Carriers review the page itself before approving your number. Explain what subscriber data you collect and how you use it, and state that mobile information and consent won't be shared with third parties or affiliates for marketing purposes.

• Privacy policy URL

See SMS privacy policy best practices for what to include.

Mobile terms of service:

A link to your mobile terms of service, also hosted on a public page. This outlines the types of messages you send and how often, the carrier fees that may apply, and your opt-in and opt-out guidelines.

• Mobile terms of service URL

If you don't have one, Klaviyo can generate and host it for you. See How to create a mobile terms of service in Klaviyo.

Klaviyo submits your number for verification after you submit the required registration details. If you are setting up text messaging for the first time, continue through the remaining setup steps.

To check your number’s status, open the Sender information tab in your text messaging settings. Wait until the number is Active before sending.

Verification takes around 2–5 business days to complete.

Please note that your website must be live in order to be approved for verification. A key part of verification is checking that the business is active and not a scam. If you haven't already, make sure to set your website live.

What to do when your number awaits verification

While your number awaits verification, do not send from the unverified number. Instead, we recommend getting your account ready so that you can hit the ground running:

• Design your SMS forms
• Create an SMS welcome series
• Add SMS to your abandoned cart flow

Note that while you should get your account ready for SMS, you should not turn your forms or flows live until your number is verified.

What to do if your number is rejected

Your number can be rejected for a number of reasons. Most are easily fixable. More information:

• Understanding toll-free number rejection

Additional resources