Recently, The messaging industry is making changes to the message volumes that can be sent over an unverified Toll-Free number. This is part of the process of verifying all Toll-Free numbers and aligning sender visibility with the Short Code and toll-free messaging channels.
What do you need to know?
The messaging industry is changing the message volumes that can be sent over Restricted (previously called “unverified”) and Pending (submitted for verification) Toll-Free numbers. Increased message filtering will also occur in addition to the new limits applied to both Restricted and Pending.
Effective November 08, 2023, phone carriers will block/undelivered all U.S.-bound SMS and MMS text messages sent via unregistered toll-free phone numbers.
When we submit your toll-free verification form, you can send text messages, and during the pending verification status allows you to send traffic with the following message segment limits (2,000 daily/credits / 6,000 weekly/credits / 10,000 monthly/credits). Messages sent via toll-free phone numbers that have not been "Verified" will be strictly filtered the content, meaning you'll have undelivered text messages. Whether you send text messages to 5, 50, or 500 people doesn't matter. The phone carriers will strictly undelivered your text messages; the daily limit is only 500/messages - credits.
Effective April 1, 2023, Pony Express HQ will apply the following industry-wide thresholds for messaging sent over "Restricted/Unverified" and "Pending" Toll-Free numbers:
Restricted(unverified) numbers/text messages:
Pending numbers/text messages:
Why is this happening?
People need to register their businesses/organizations that use A2P {application-to-person} for their toll-free phone numbers to send text messages. So, phone carriers will know you have a legitimate community, which will help your account not be filtered (undelivered messages) and not have daily limits.
Effective October 1, 2022, our SMS Gateway will apply a daily limit of 2,000 messages a day for messaging sent over unverified Toll-Free numbers. For more information about these daily thresholds, see What are the new Industry-wide thresholds for sending traffic over Toll-Free numbers.
Please complete the Verification process as soon as possible to avoid these daily limits. For more information, see What happens if I don't complete Verification.
Article contents:
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I already have Toll-Free numbers. Am I affected by this change?
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What are the new Industry-wide thresholds for sending traffic over Toll-Free numbers?
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What happens if it takes longer to register my Toll-Free Number than the 10/1/2022 deadline?
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How can I check if my Toll-Free Number exceeds the new sending limits?
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What are the benefits of going through the verification process?
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Frequently asked questions for filling out the toll-free verification form
I already have Toll-Free numbers. Am I affected by this change?
If you haven't filled out the Toll-Free verification form, please download it here and complete it as soon as possible and email it to the support team. Toll-Free Verification is currently conducted via email support email. Check your email communications with Pony Express HQ, "support@ponyexpresshq.com", and we can check whether your number(s) are already verified or not.
What is Toll-Free Message Verification?
Verified Toll-Free Messaging simply means that your business and use case has been reviewed in advance of sending traffic via Toll-Free, and you have received carrier approval for messaging via Toll-Free numbers to the US/Canada.
Verification greatly reduces the risk of message filtering on Toll-Free traffic toward all major networks in the US and some in Canada, as long as you adhere to your stated use case and all applicable rules, such as Twilio's Messaging Policy.
This verification affects messaging to mobile users in the United States as well as the Fido, Rogers, Telus, and Videotron networks in Canada.
Toll-Free Verification Process
Upon Pony Express HQ's submission of your completed Toll-Free verification request, the number(s) associated with that request will automatically move into "Pending Verification".
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Download and complete the form as soon as possible. Keep in mind, If any required fields are missing, we will not be able to process your request.
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The Toll-Free early verification process will be $35 until September 30. After that, it will be $55.
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Once we submit your form, it will fix the issue. Your text messages will deliver during this time, and your phone number will be moved to a 'pending verification' state that removes the messaging limits while they review your submission. The verification process can take up to 2-3 weeks.
What is a "Pending Verification"?
Pending verification status will open up sending with less filtering applied to your traffic while the verification process is completed, but it will be daily limits on sending text messages. Upon successful completion of the Verification request, the numbers will be moved to "Verified" and have full access to A2P sending as well as the least amount of filtering applied to the traffic.
What are the new Industry-wide thresholds for sending traffic over Toll-Free numbers?
Effective October 1, 2022, our SMS Gateway will apply the following industry-wide thresholds for messaging sent over unverified Toll-Free numbers:
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Daily limit: 2,000 messages (resets at 12:00 am PT daily)
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Weekly limit: 12,000 messages (resets Sunday 12:00 am PT)
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Monthly limit: 25,000 messages (Month refers specifically to a calendar month)
All messages, regardless of being successful or not, will count toward the daily, weekly, and monthly volumes.
All messages, regardless of being successful or not, will count toward the daily, weekly, and monthly volumes.
These limits aren't applicable when a Toll-Free number has been submitted for verification and is 'pending' or already "verified." Whether successful or unsuccessful, all messages will count toward the daily, weekly, and monthly volumes.
For example, if a customer sends 25k messages on the first of the month, the first 2k messages will be allowed to send, and the remaining 23k messages will be blocked. All 25k messages will count toward the weekly and monthly totals.
These thresholds are subject to change; we’ll let you know at least 30 days in advance before we make threshold changes.
Please complete the Verification Process as soon as possible to avoid these daily limits, email "support@ponyexpresshq.com". Please include “Toll-Free Verification for (your business name or number)” in the email subject line.
What happens if I don't complete Verification?
Effective August 05, 2023, phone carriers will increase to block and undelivered all U.S.-bound messages sent via unregistered toll-free phone numbers.
On October 1, 2022, messages sent via Toll-Free numbers will be restricted to the messaging limit. If they exceed the limits, they’ll be blocked with this error code 30032. Using additional Toll-Free numbers to exceed these limits isn’t allowed and will result in the same block and error code.
What happens if it takes longer to register my Toll-Free Number than the 08/05/2023 deadline?
Once your Toll-Free numbers are submitted to Twilio, the verification process can take up to 2-3 weeks to complete. During this time, your Phone Numbers are moved to the "Pending Verification" state that removes the messaging limits while we review your submission.
How can I check if my Toll-Free Number exceeds the new sending limits?
To check your Toll-Free Number's message activity, please email "support@ponyexpresshq.com"; happy to help.
What are the benefits of going through the verification process?
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Reduced amount of false-positive blocks
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Faster resolution for deliverability issues
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Increased protection for your customer’s brand
How can I request a verification?
To begin the process, download this form and complete it. Be sure to include all required information. Omitting information will result in delays in processing your verification.
Once you have completed the form, email "support@ponyexpresshq.com". Please include “Toll-Free Verification for (your business name or number)” in the ticket subject line. When submitted with the required information, the verification process can take approximately 3-6 weeks to complete after the request is submitted by Pony Express HQ. We are working diligently to minimize the number of requests that are delayed. We kindly ask for your patience as we work through the high number of requests
All of this information is required to verify traffic for your Toll-Free number. It is not necessary to include samples of every different variation in your messaging, but it is strongly recommended that your message samples are representative of the majority of the messaging you plan to send.
Please note these important details:
There are certain business use cases that are strictly forbidden for US/Canada messaging or Toll-Free messaging specifically, such as cannabis, high-risk financial services, gambling, and adult content.
The forbidden use cases are listed here:
Ineligible use cases:
High-Risk Financial Services
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Payday loans
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Short-term, high-interest loans
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Auto loans
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Mortgage loans
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Student loans
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Gambling
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Sweepstakes
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Stock alerts
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Cryptocurrency
Get Rich Quick Schemes
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Debt consolidation
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Debt reduction
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Credit repair programs
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Deceptive work from home programs
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Multi-level marketing
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Debt forgiveness
Work from home programs
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Risk investment opportunities
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Debt collection or consolidation
Illegal Substances/ Activities
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Cannabis
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Alcohol
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Tobacco or vape
General
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Phishing
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Fraud or scams
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Deceptive marketing
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Pornography
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Profanity or hate speech
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Firearms
*Please note that If you’ve already verified your Toll-Free numbers, no further action is needed.
Frequently asked questions for filling out the toll-free verification form;
Q: Phone numbers:
(This is your dedicated Pony Express HQ toll-free phone number.)
Q: Use_Case Category:
(Events & Planning, Appointment, General Marketing, HR / Staffing, Billing, Real Estate Services, etc.)
Q: Message_Content:
(What is an example of your text message?)
Q: Opt_In_Workflow_Description:
How do you collect people's phone numbers? Could you explain how people opt-in to your text messages?
- This should explain, in detail, exactly how opt-in consent is obtained. The methods should align with one or more of the following:
A - If Website opt-in: Screenshots of the web form where the client adds a number and agrees to receive messaging.
B - Website Posting (Support): Where is the number advertised, and where does the customer find the number to text in
C - If a keyword or QR Code Opt-in: Where does the customer find the keyword in order to opt into these messages?
D - Paper form (Customer/ Employee): please upload a photo of the SMS content form
*Verbal opt-in is never accepted for any use case
Q: Opt_In_Image_URLs:
(How people opt-in your text messages via keywords, web widgets, add a screenshot, or upload an image even if an offline contract).
