Understand toll-free number rejection

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Learn why a toll-free number might have been rejected for verification, and what you may be able to do if this happens. 

About toll-free number rejection

Klaviyo uses a wireless carrier partner to verify toll-free numbers. This service will either approve the number, or they will reject it. 

If the number is rejected, you will not be able to send SMS or MMS from that number. Wireless carriers will not deliver messages for a rejected toll-free number. 

While the third-party service doesn't provide details on why they rejected a number, it is typically because of these reasons: 

  1. Unknown business (i.e., the site is not live)
  2. Content requires age-gating or is always prohibited

Unknown business

The main cause for this is that your website is not live at the time of the verification review. The verification process checks that any business requesting a verified toll-free number is active, not selling sex, hate, alcohol, firearm, or tobacco (SHAFT) items; not a scam; and not malicious. 

If your website isn’t live yet, there’s no way to perform these checks. Thus, the toll-free number will be rejected for verification.

If your verification request is rejected, follow these steps: 

  1. Make sure your website is published
  2. Check that there’s nothing blocking people from viewing your website
  3. Make sure your content does not fall under one of the prohibited categories (discussed below)
  4. Contact Klaviyo Support so that your number can be resubmitted for verification

Content is prohibited or requires age-gating

Certain use cases are either not allowed on SMS or require the proper age-gating processes

If your industry is completely prohibited, we recommend that you try other marketing channels, such as email, ads, etc. Unfortunately, your messages will not be delivered, and you won’t benefit from favorable returns on your SMS marketing efforts. This is true for Klaviyo, as well as other SMS providers. 

If your industry requires age-gating, we suggest trying another SMS provider. Klaviyo cannot currently offer age-gating solutions, although this is something we are working on. However, you may be able to find a third-party signup form provider who provides age-gating capabilities and sync that data to Klaviyo. 

Check the list below to see which industries are prohibited and which require age-gating in the US. 

Industry

Allowed with age-gating? 

Number types

Adult 

Sex toys and lingerie

Yes

Age: 18+

Short code and toll-free numbers

Sexually explicit content

No

N/A

Alcohol

Yes

Age: 21+

Short code and toll-free numbers

Firearms (e.g., guns and fireworks)

No

N/A

Sweepstakes (regional laws for sweepstakes may apply)

Yes

Age: 18+

Short code and toll-free numbers

Tobacco

Tobacco, e-cigarettes, and related paraphernalia

Yes

Age: 18+

Short code only

Illegal Substances

CBD/cannabis, related vaping and paraphernalia - Prohibited globally including the US and Canada

No

N/A

Gambling

Gaming apps, websites, betting apps, casinos

No

N/A

Hate speech

No

N/A

Violence

No

N/A

Profanity

No

N/A

Illegal drugs

No

N/A

Additional resources

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