Toll-free verification rejection reasons

Please review the following error codes and accompanying rejection reasons to help your toll-free submission get verified.

Error Code	Category	Rejection reason	Eligibility	Actions to Resolve
1000	Submission Error	Submission Editing Timed Out	Eligible for Resubmission	The toll-free verification (TFV) request has timed out on the backend. A denial reason should have been relayed prior to this error code.
1001	Customer Requested Cancellation	Customer Requested Cancellation	Eligible for Resubmission	The TFV requested was canceled by the BW customer who made the request. If you still need this toll-free number (TFN) for messaging, please resubmit a new TFV request.
1002	Submission Error	Number not provisioned to your Organization	Not Eligible for Resubmission	Verify that the TFNs provided are provisioned to the submitted account number and that messaging is enabled. If both items are valid, please open a support ticket with MSG and provide a Letter of Authorization (LOA) so Bandwidth can remove the conflict. Additionally, we are seeing this error when a TFV request is submitted too soon after provisioning a TFN. Please wait 20-30 minutes after provisioning or ordering a toll-free number before you submit a toll-free verification request.
1101	Business Information Issues	Business Email Address Must Use an Official Domain	Eligible for Resubmission	Customers must provide a business email that is clearly linked to the brand, either in the domain or email prefix.
1102	Business Information Issues	Contact Name Must Belong to a Business Representative	Eligible for Resubmission	The business contact representative provided must be associated with the brand sending the messages.
1103	Business Information Issues	Business Name Must Match Official Records	Eligible for Resubmission	The business name must be consistent across all submitted information. Ensure the brand name, business contact details, website, and opt-in all match the business associated with the campaign.
1104	Business Information Issues	Official Business Registration Documents Are Required	Eligible for Resubmission	If rejected for 1104, open a support ticket with Message Registration Support and provide a business registration certificate, incorporation records, or proof of operation.
1105	Business Information Issues	End Business Details Must Be Accurate and Complete	Eligible for Resubmission	Please verify that the business information provided is complete and accurate.
1106	Business Information Issues	Business Information Could Not Be Verified - Contact, Email, Address, or URL Is Invalid	Eligible for Resubmission	Check that the contact information, email, and URL are valid, closely branded to the company, and free of typos.
1107	Business Information Issues	Toll-Free Number Cannot Be Shared Across Multiple Businesses	Eligible for Resubmission	The TFN is being used across multiple businesses. Please note that each TFN is permitted for use with only one business.
1108	Business Information Issues	Additional Information Requested - Justification for more than 5 numbers per business	Eligible for Resubmission	Please provide a clear and concise justification for why the business requires more than five TFNs. This information can be included in the "Additional Information" field.
1111	Business Information Issues	Doing Business As (DBA) Name Must Be Accurately Provided	Eligible for Resubmission	The DBA provided does not accurately match the rest of the information submitted in the request. Please ensure that all information is properly aligned. If everything is correct but the issue persists, please open a support ticket to appeal.
1112	Business Information Issues	Business Registration Number Is Missing or Invalid	Eligible for Resubmission	The Business Registration Number (BRN) was not provided or is not able to be validated. Please confirm the BRN matches your legal company name and resubmit. The registration type and entity type must be submitted with the BRN in order to be approved. Providing only the BRN will result in rejection.
1201	Business Website Issues	Website Must Be Established and Active	Eligible for Resubmission	Work with your client to confirm that the website is active and fully operational.
1202	Business Website Issues	Social Platform Must Be Established and Active	Eligible for Resubmission	Verify that the social media platform is active, publicly accessible, and not password protected.
1203	Business Website Issues	Website Is Password Protected or Requires Login	Eligible for Resubmission	Please provide an accessible website.
1204	Business Website Issues	Invalid or Inaccessible Website URL	Eligible for Resubmission	Please provide an accessible website.
1205	Business Website Issues	Business website URL must display branding	Eligible for Resubmission	The URL should clearly represent the brand’s business, including the products and/or services offered.
1206	Business Website Issues	Privacy Policy or Terms & Conditions URL Is Missing, Inaccessible, or Lacks Content	Eligible for Resubmission	The Privacy Policy and/or Terms and Conditions page must be provided, accessible, and contain the required content. If you believe the denial is incorrect, please open a support ticket.
1301	Message Program Detail Issues	Independent Software Vendor (ISV) or Reseller Name Must Be Provided	Eligible for Resubmission	This field should reflect your business name (e.g., the Bandwidth customer name).
1302	Message Program Detail Issues	Projected Message Volume Exceeds Use Case Limits	Eligible for Resubmission	If denied with code 1302, provide a detailed justification for the requested volume, including the target audience, message frequency, and type of content to be sent.
1303	Message Program Detail Issues	Use Case and Use Case Summary Inconsistent	Eligible for Resubmission	The selected use case and use case summary are inconsistent. Please ensure that they match. For example, if “marketing” is selected as the use case, the use case summary should describe the types of marketing messages being sent.
1304	Message Program Detail Issues	Use Case Summary is Incomplete	Eligible for Resubmission	The use case summary provided is incomplete. Please provide additional clarity.
1305	Message Program Detail Issues	Opt-In Workflow Must Match the Submission Details	Eligible for Resubmission	The opt-in workflow description (Online, Text to Join, POS, Other) needs to match the opt-in details provided.
1306	Message Program Detail Issues	Message Content Does Not Align with Use Case or is Incomplete	Eligible for Resubmission	The sample messages provided do not align with the selected use case(s) or are incomplete. Each selected use case requires an associated sample message.
1307	Message Program Detail Issues	HELP Keyword Response Must Meet Compliance Requirements	Eligible for Resubmission	A HELP sample message must be provided in the sample message section of the TFV request. Ensure this message includes a way for the end user to contact the business and that the brand or business name is included.
1308	Message Program Detail Issues	Age-Gated Program Not Properly Identified in Submission	Eligible for Resubmission	This campaign requires a robust age-gate. Please confirm that a robust age-gate is in place. For example, a pop-up window asking “Please verify your age,” and for EU users, a manual birthdate entry (xx/xx/xxxx).
1309	Message Program Detail Issues	Political Campaigns Must Have a Campaign Verify Token	Eligible for Resubmission	Acquire a Campaign Verify (CV) Token for the message sender.
1310	Message Program Detail Issues	Political Campaigns Must Submit an FEC Committee ID or State-Level Equivalent	Eligible for Resubmission	FEC Committee ID or State-Level equivalent for political campaigns is required.
1311	Message Program Detail Issues	Confirmation Message Missing Required Details	Eligible for Resubmission	The opt-in confirmation message must include instructions on how to request help, how to opt out, the frequency of messages, a disclosure that data rates may apply, and the program name or product description. This message should be entered in the "sample message" field.
1401	Opt-in and Consent Issues	Single Opt-In for Multiple Use Cases Is Not Allowed	Eligible for Resubmission	TFV requests with mixed use cases (marketing and informational) must have opt-in mechanisms clearly separated. Please see the announcement on this change here.
1402	Opt-in and Consent Issues	Consent for Messaging Cannot Be Part of Other Agreements	Eligible for Resubmission	Messaging consent must not be bundled with unrelated agreements such as terms and conditions, privacy policies, or general account agreements. Consent must be explicit, standalone, and directly related to the messaging use case. Best practices include: Create a dedicated opt-in specifically for messaging consent. Ensure the opt-in is clearly visible and separate from unrelated agreements.
1403	Opt-in and Consent Issues	Marketing Messages Require Express Written Consent	Eligible for Resubmission	TFV requests with a marketing use case must collect express written consent to remain compliant. Consumers must provide express written permission before receiving promotional text messages from a non-consumer. This consent may be obtained via signing a form, checking a box online, or other explicit methods.
1404	Opt-in and Consent Issues	Agreeing to Receive Messages Must Be Optional	Eligible for Resubmission	The end user should never be forced to opt in to text messaging. Opt-in must always be optional.
1405	Opt-in and Consent Issues	Opt-Ins Must Clearly Reflect the End Business	Eligible for Resubmission	The opt-in provided does not accurately reflect the end business. Please ensure opt-in is collected by the business entity that intends to send the messages.
1406	Opt-in and Consent Issues	Opt-In Does Not Match the Use Case	Eligible for Resubmission	The provided opt-in does not match the selected use case. Please review the use case and opt-in to ensure the correct type of consent is obtained (Implied, Express, or Express Written Consent).
1407	Opt-in and Consent Issues	Opt-In Checkbox is Pre-selected	Eligible for Resubmission	The opt-in is forced due to a preselected checkbox. Clients should update the checkbox to be unchecked by default, as pre-checked boxes constitute forced opt-in, which is non-compliant.
1408	Opt-in and Consent Issues	Opt-In URL Not Accessible	Eligible for Resubmission	Unable to access the provided opt-in URL. Please verify that the opt-in page is live, accessible, and secure.
1409	Opt-in and Consent Issues	Opt-In Example Must Be Complete, Branded, and Legible	Eligible for Resubmission	Please review the provided opt-in to ensure that it clearly explains how an end user can opt in and that the opt-in is properly branded to the company sending the message.
1410	Opt-in and Consent Issues	Verbal Consent Script Must Be Provided for Approval	Eligible for Resubmission	TFV requests with verbal opt-in must provide the script used to relay consent to the end user. Once the script is submitted, please resubmit the request.
1411	Opt-in and Consent Issues	Opt-In Consent Cannot Be Reused or Shared Across Programs	Eligible for Resubmission	The opt-in used for the TFN(s) may not be applied to other messaging platforms (e.g., 10DLC and Short Code). Each messaging channel requires a separate opt-in.
1412	Opt-in and Consent Issues	Age Gate Not Present or Does Not Meet Requirements	Eligible for Resubmission	The age gate is either missing or does not meet the "robust" requirements. A robust age gate requires the end user (EU) to manually enter their birthdate.
1413	Opt-in and Consent Issues	Opt-in - Consent for Messaging is a Requirement for Service	Eligible for Resubmission	Opt-in is mandatory for TF message sending.
1414	Opt-in and Consent Issues	Opt-in - No Opt-in Provided	Eligible for Resubmission	No opt-in information was provided in the submission. Please describe how your client collects opt-ins from their end users.
1415	Opt-in and Consent Issues	Opt-in Relies on Organizational or Government Exemption. Valid Opt-in is Required for All Toll-free Submissions	Eligible for Resubmission	TCPA exemptions and court rulings are examples of exemptions sometimes used in place of opt-in; however, these exemptions are not compliant for Toll-Free numbers. Opt-in is a mandatory field that must be collected for all TFV requests.
1416	Opt-in and Consent Issues	Double Opt-in Required for Intended Use Case	Eligible for Resubmission	Double opt-in is required for shopping cart reminders.
1417	Opt-in and Consent Issues	Shopping Cart Reminder Programs Must Comply with Opt-In, Privacy, and Messaging Standards	Eligible for Resubmission	Call to action and terms and conditions must clearly disclose that the messaging program includes abandoned shopping cart notifications (ASCN). A double opt-in is mandatory, and the double opt-in message must explicitly inform the user that it includes ASCN. The privacy policy must explicitly state how information is collected by the e-commerce site to detect cart abandonment (e.g., website cookies, plugins, etc.).
1418	Opt-in and Consent Issues	Call-to-Action Missing Required Disclosures	Eligible for Resubmission	The call-to-action (opt-in) must clearly inform consumers about the messaging campaign and ensure proper consent by including: Brand or program name Message frequency disclosure for recurring programs Opt-in disclosure and pricing statement (e.g., “Msg & data rates may apply”) Customer support and opt-out details (if not included in the terms) The Toll-Free Number submitted must match the one in the call-to-action
1501	Privacy Policy or Terms and Conditions Issues	Privacy Policy Required if Personal Data Is Collected	Eligible for Resubmission	Submit a publicly accessible privacy policy that includes: How personal data is collected, stored, and used Data protection measures and sharing policies Compliance with applicable privacy regulations
1502	Privacy Policy or Terms and Conditions Issues	Privacy Policy Mentions Sharing of Personal Data	Eligible for Resubmission	Please review the verbiage in the privacy policy: no personal data collected for messaging may be shared.
1503	Privacy Policy or Terms and Conditions Issues	Opt-In Data Cannot Be Shared, Transferred, Rented, or Sold to Third Parties	Eligible for Resubmission	Additionally, please review the verbiage in both the privacy policy and terms and conditions: opt-in originator data must never be shared, transferred, rented, or sold to third parties.
1504	Privacy Policy or Terms and Conditions Issues	SMS Terms and Conditions Must Be Accessible and Compliant	Eligible for Resubmission	The Terms and Conditions page is not compliant. Please provide an accessible Terms and Conditions URL that includes the following: Program name Product description Customer care contact information Opt-out instructions Pricing disclosure stating “Message and data rates may apply.” Message frequency disclosure (required for recurring programs only)
1601	High Risk	High Risk - Known Spam Campaign	Not Eligible for Resubmission	Do NOT resubmit. Spam campaigns are not allowed over TF, and verifications related to this content will be rejected.
1602	High Risk	High Risk - Submission Contains Fraudulent or Misleading Content	Not Eligible for Resubmission	Do NOT resubmit. This submission contains fraudulent or misleading content and is not allowed over TF, and verifications related to this content will be rejected.
1603	High Risk	High Risk - Known Phishing Campaign	Not Eligible for Resubmission	Do NOT resubmit. Phishing campaigns are not allowed over TF, and verifications related to this content will be rejected.
1604	High Risk	High Risk - Submission Flagged for High-Risk Domain Reputation	Not Eligible for Resubmission	Do NOT resubmit. High-risk domains are not allowed over TF, and verifications related to this content will be rejected.
1605	High Risk	High Risk - Submission Flagged for Potential Fraud Risk	Not Eligible for Resubmission	Do NOT resubmit. Fraud is not allowed over TF, and verifications related to this content will be rejected.
1606	High Risk	High Risk - Submission Contains Deceptive Marketing Practices	Not Eligible for Resubmission	Do NOT resubmit. Fraud is not allowed over TF, and verifications related to this content will be rejected.
1607	High Risk	High Risk - Public URL Shorteners Are Not Allowed; Use a Branded URL	Eligible for Resubmission	Carriers and downstream partners do not allow the use of public URL shorteners. Please use a branded client website URL.
1608	High Risk	High Risk - Non-Secured URLs (http://) Are Not Allowed	Eligible for Resubmission	The URL provided is not secure. Please ensure the client’s website uses a secure connection.
1609	High Risk	High Risk - Submission Flagged for High-Risk Domain Issues	Not Eligible for Resubmission	Do NOT resubmit. High-risk domains are not allowed over TF, and verifications related to this content will be rejected.
1701	Disallowed Content	Disallowed Content - Cannabis, CBD, or Other Illegal Substances	Not Eligible for Resubmission	Do NOT resubmit. Cannabis/hemp/CBD is not allowed over TF, and verifications related to this content will be rejected. Note: This content is not allowed to be on the customer's website at all. Example: If a chiropractor's office has CBD oils on its website, this is prohibited, and the campaign will be denied, even if not directly related to CBD marketing.
1702	Disallowed Content	Disallowed Content – Prescription Drugs or Controlled Substances	Not Eligible for Resubmission	Do NOT resubmit. Prescription drugs and controlled substances are not allowed over TF, and verifications related to this content will be rejected
1703	Disallowed Content	Disallowed Content - Loan Marketing	Not Eligible for Resubmission	Do NOT resubmit. Lead generation and loan marketing are not allowed over TF, and verifications related to this content will be rejected.
1704	Disallowed Content	Disallowed Content - Third-Party Debt Collection	Not Eligible for Resubmission	Do NOT resubmit. Third-party debt collection is not allowed over TF, and verifications related to this content will be rejected.
1705	Disallowed Content	Disallowed Content - Gambling or Betting	Not Eligible for Resubmission	Do NOT resubmit. Gambling content is not allowed over TF, and verifications related to this content will be rejected.
1706	Disallowed Content	Disallowed Content - Sweepstakes or Contests	Not Eligible for Resubmission	Do NOT resubmit. Sweepstakes or contests content is not allowed over TF, and verifications related to this content will be rejected.
1707	Disallowed Content	Disallowed Content - Stock Alerts	Not Eligible for Resubmission	Do NOT resubmit. Stock alerts are not allowed over TF, and verifications related to this content will be rejected.
1708	Disallowed Content	Disallowed Content - Cryptocurrency	Not Eligible for Resubmission	Do NOT resubmit. Cryptocurrency and loan marketing are not allowed over TF, and verifications related to this content will be rejected.
1709	Disallowed Content	Disallowed Content - Risk Investment Opportunities	Not Eligible for Resubmission	Do NOT resubmit. High-risk financial services are not allowed over TF, and verifications related to this content will be rejected.
1710	Disallowed Content	Disallowed Content - Debt Reduction or Debt Consolidation	Not Eligible for Resubmission	Do NOT resubmit. Debt consolidation is not allowed over TF, and verifications related to this content will be rejected.
1711	Disallowed Content	Disallowed Content - Credit Repair	Not Eligible for Resubmission	Do NOT resubmit. Credit repair is not allowed over TF, and verifications related to this content will be rejected.
1712	Disallowed Content	Disallowed Content - Third-Party Lead Generation or Multi-Level Marketing	Not Eligible for Resubmission	Do NOT resubmit. Lead generation and affiliate marketing are not allowed over TF, and verifications related to this content will be rejected.
1713	Disallowed Content	Disallowed Content - Non-Federally Compliant Use Case	Not Eligible for Resubmission	Do NOT resubmit. All content must be federally compliant, over TF, and verifications related to this content will be rejected.
1801	SHAFT Violation	SHAFT Violation - Sexually Explicit or Inappropriate Content Is Prohibited	Not Eligible for Resubmission	Do NOT resubmit. Explicit sexual content is not allowed over TF, and verifications related to this content will be rejected.
1802	SHAFT Violation	SHAFT Violation - Hate Speech, Violence, or Offensive Content Is Prohibited	Not Eligible for Resubmission	Do NOT resubmit. Hate speech is not allowed over TF, and verifications related to this content will be rejected.
1803	SHAFT Violation	SHAFT Violation - Alcohol Promotions	Not Eligible for Resubmission	Do NOT resubmit. Alcohol Promotions are not allowed over TF, and verifications related to this content will be rejected.
1804	SHAFT Violation	SHAFT Violation - Alcohol Message Content Without a 21+ Robust Age Gate	May Be Eligible for Resubmission	Please only submit once there is proper proof of age gating. The best practice would be a manual entry of MM/DD/YYYY collected prior to accessing the opt-in page. The website will be checked for age-gating.
1805	SHAFT Violation	SHAFT Violation - Firearms, Fireworks, and Explosives Content Is Prohibited	Not Eligible for Resubmission	Do NOT resubmit. Firearms, Fireworks, and Explosives are not allowed over TF, and verifications related to this content will be rejected.
1806	SHAFT Violation	SHAFT Violation - Tobacco and Vape Messaging Must Comply with Legal Restrictions	Not Eligible for Resubmission	Do NOT resubmit. Tobacco, Vapes, and Nicotine products (including cessation products) are not allowed over TF, and verifications related to this content will be rejected.