You will learn
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 rejectionAbout 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:
- Unable to verify business (i.e., the site is not live/able to be viewed)
- Content requires age-gating or is always prohibited
Unable to verify business
The main reasons for this rejection are that your:
- Website is not live or is password protected at the time of the verification review.
- Business address is not valid or entered incorrectly.
- Business phone number isn't a valid phone number or isn't directed to your business.
- Business email address goes to an alias and not a specific person at the business (e.g., marketing@abc.com is not allowed, but john.smith@abc.com is).
- Dedicated business email domain does not align with the brand's domain; however, this does not apply if you have a free domain (e.g., Gmail).
Why will I be rejected if my website isn't live?
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.
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 you are an alcohol brand, you can use Klaviyo for SMS.
If you're in any other industry that requires age-gating, we suggest trying another SMS provider.
Check the list below to see which industries are prohibited and which require age-gating in the US.
|
Industry |
Allowed with age-gating? |
Allowed in Klaviyo? |
Number types | |
|
Adult |
Sex toys and lingerie |
Yes Age: 18+ |
No |
Short code and toll-free numbers |
|
Sexually explicit content |
No |
No |
N/A | |
|
Alcohol |
Yes Age: 18 or 21+ (depending on country) |
Short code and toll-free numbers | ||
|
Firearms (e.g., guns and fireworks) | No | No |
N/A | |
|
Sweepstakes (regional laws for sweepstakes may apply) |
Yes Age: 18+ |
No |
Short code and toll-free numbers | |
|
Tobacco |
Tobacco, e-cigarettes, and related paraphernalia |
Yes Age: 18+ |
No |
Short code only |
|
Illegal Substances |
CBD/cannabis, related vaping and paraphernalia - Prohibited globally including the US and Canada |
No |
No |
N/A |
|
Gambling |
Gaming apps, websites, betting apps, casinos |
No |
No |
N/A |
|
Hate speech |
No |
No |
N/A | |
|
Violence |
No |
No |
N/A | |
|
Profanity |
No |
No |
N/A | |
|
Illegal drugs |
No |
No |
N/A | |
What to do if your verification request is rejected
If your verification request is rejected, follow these steps:
- Make sure your content does not fall under one of the prohibited categories (discussed above).
- If it does fall into a category that is not allowed, you will not be able to use SMS with Klaviyo.
- Review your website by checking that:
- It's published
- Nothing is blocking people from viewing your website.
- Check that you entered the correct business address, phone number, and email address.
- If needed, change the email address to a specific person or use a different email domain.
- Please complete the form, which is linked to in the red warning box in the SMS settings page.