# Best Practices for Toll-Free Verification (TFV) Approval

Toll-Free Verification (TFV) is a necessary process that ensures your SMS and voice messages through a toll-free number comply with telecom regulations. To get approved smoothly, you must submit accurate and transparent information across three main areas:

1. [Business Details](#id-1.-business-details)
2. [Business Use Case](#id-2.-describe-the-business-use-case-clearly)
3. [Opt-In Method](#id-3.-provide-a-clear-opt-in-method)

***

### <mark style="color:blue;">1. Business Details</mark>

Incomplete, incorrect, or unverifiable details are among the most common reasons TFV requests are rejected.

#### What to do :

1. **Use your full legal business name.**&#x20;

If you operate under a different name publicly, include both your Legal name and Doing Business As (DBA).

> **Example:**
>
> Legal Name: BrightTech Solutions Pvt. Ltd.
>
> Doing Business As (DBA): BrightTech CRM
>
> In this case, you should submit: Legal Name field: BrightTech CRM (DBA) / BrightTech Solutions Pvt. Ltd. If there’s no space, add this in the “Additional Information” field.

2. **Ensure alignment between your name, website, and email domain.**

* If your business name is Green Organics, your email should be something like <info@greenorganics.com>, and your website should be [www.greenorganics.com](http://www.greenorganics.com).
* Avoid using personal or free email providers (like Gmail, Yahoo, Outlook). Use only official company emails (e.g., <support@companyname.com>).

3. **Make sure your online presence is verifiable.**

If your website is under development or down, provide links to your company’s LinkedIn, Instagram, or Google Business pages.

***

### <mark style="color:blue;">2. Describe the Business Use Case Clearly</mark>

Your use case explains why and how you plan to use the toll-free number. The more complete and specific it is, the better your chances of approval.

#### What to do :&#x20;

1. Provide detailed descriptions of the communication you’ll send, what kind of messages, to whom, and why.
2. Avoid vague descriptions like “marketing” or “customer outreach.”
3. Mention whether your messages are transactional (e.g., order confirmations) or promotional (e.g., discounts).

> **Examples:**
>
> ❌ **Poor Use Case Description:**
>
> > “We send messages to customers.”
>
> ✅ **Good Use Case Description:**
>
> > “We will use the toll-free number to send booking confirmations, payment receipts, and service reminders to our customers after they purchase a service on our website. We will also send occasional promotional discounts to opted-in users who subscribed via our online sign-up form.”

{% hint style="info" %}
**Always answer:**

* *What kind of messages will be sent?*
* *Who will receive them?*
* *How did they opt in to receive them?*
  {% endhint %}

***

### <mark style="color:blue;">3. Provide a Clear Opt-In Method</mark>

When applying for toll-free verification (TFV), one of the most critical components is how you collect customer consent (opt-in) for sending messages. Improper or unclear opt-in practices are one of the most common reasons for TFV rejection.

1. **Opt-in must be explicit, separate, and clearly branded**

Customers must actively permit receiving SMS or WhatsApp messages. This permission must be:

* **Explicit:** Clearly stated, no hidden language or assumptions.
* **Separate:** Collected via a standalone checkbox or opt-in field, not bundled into other agreements like privacy policy or terms of service.
* **Branded:** Your business name must be mentioned, or your logo should be visible, so the customer knows who they are opting in to hear from.

> ✅ **Good Example:**
>
> > “✅ I agree to receive updates and offers from Green Organics via WhatsApp and SMS.” (Customer checks the box themselves.)
>
> ❌ **Bad Example:**
>
> > “By signing up, you agree to receive communications.” (Too vague and not branded.)

2. **You cannot combine opt-in with other agreements**

* Don't hide the opt-in inside legal documents or auto-check it under your terms of service.
* &#x20;Keep your messaging opt-in separate from Terms & Conditions, Privacy Policies and Checkout consents

> ✅ **Good Example:**
>
> > ✅ “I want to receive appointment reminders from Wellness Clinic on WhatsApp.”
>
> ❌ **Bad Example:**
>
> > “By accepting our privacy policy, you also agree to receive marketing messages.”&#x20;
> >
> > (This is not allowed—it’s bundled and unclear.)

&#x20;**3. You cannot bundle utility and marketing opt-ins together**

* Utility messages (e.g., order updates, appointment confirmations) are necessary communications. Marketing messages (e.g., promotions, offers) are optional and must have separate consent.
* You must offer customers the choice to receive each type of message. This ensures customers only receive what they agreed to, improving trust and reducing spam complaints.

> ✅ **Good Practice:**
>
> > “✅ I want to receive order updates via WhatsApp.”
> >
> > &#x20;“✅ I would like to receive promotional offers and coupons.”
>
> ❌ **Bad Practice:**
>
> > “✅ I agree to receive messages from XYZ Store.”&#x20;
> >
> > (Unclear whether it includes both utility and marketing)

**4. You cannot reuse or resell opt-ins across businesses**

* Opt-ins are exclusive to one business and cannot be shared, even between brands owned by the same parent company.
* For example, if a customer opted in to GlowNaturals (skincare), you cannot send them updates or promotions from Green Organics (organic groceries),even if both brands are under your umbrella.
* Also: Never purchase, rent, or use third-party opt-in lists.

> ✅ **Good Practice:** Collect opt-ins separately for each brand on their respective websites.
>
> ❌ **Bad Practice:** Using a list from another brand or assuming cross-brand consent.

***


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