Toll Free Verification Rejections

Denial code

Reason    

How to resolve

501

Content Violation - SHAFT - Sex 

Not Eligible for Resubmission

502

Content Violation - SHAFT - Hate

Not Eligible for Resubmission

503

Content Violation - SHAFT - Alcohol

Not Eligible for Resubmission

504

Content Violation - SHAFT - Firearms

Not Eligible for Resubmission

505

Content Violation - SHAFT - Tobacco / Vape

Not Eligible for Resubmission

506

Content Violation - SHAFT - CBD/Marijuana

Not Eligible for Resubmission

507

Campaign Violation - Age Gate Not Present / Not Acceptable - Eligible for Resubmission with Robust Age Gate implemented

Please only resubmit 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.

508

Known Spam Campaign

Not Eligible for Resubmission

509

Disallowed Content - Loan Marketing

Not Eligible for Resubmission

510

Disallowed Content - 3rd Party Debt Collection

Not Eligible for Resubmission

511

Disallowed Content - Gambling 

Not Eligible for Resubmission

532

Disallowed Content - Sweepstakes 

Not Eligible for Resubmission

533

Disallowed Content - Stock Alerts 

Not Eligible for Resubmission

534

Disallowed Content - Cryptocurrency

Not Eligible for Resubmission

535

Disallowed Content - Risk Investment 

Not Eligible for Resubmission

536

Disallowed Content - Debt Reduction

Not Eligible for Resubmission

537

Disallowed Content - Credit Repair

Not Eligible for Resubmission

538

Disallowed Content - 3rd Party Lead Generation

Not Eligible for Resubmission

539

Disallowed Content - Federally Illegal Substances

Not Eligible for Resubmission

540

Known Phishing Campaign

Not Eligible for Resubmission

541

High Risk - Fraud

Not Eligible for Resubmission

542

High Risk - Deceptive Marketing

Not Eligible for Resubmission

543

High Risk - Public URL Shortener - correct to branded URL domain

You cannot use standard url shorteners such as bit.ly. Please update any urls to use a branded shortened url before resubmitting.

544

High Risk - Non-secured URL

correct url to HTTPS:// before resubmitting

545

Invalid Information - Can't Verify Business Information

Correct Business Information / Address / Contact / URL before resubmitting

546

Invalid Information - Can't Validate URL - Website is not accessible / not available 

Please make the website publicly accessible before resubmitting

547

Invalid Information - ISV Contact Information Provided

Please update the contact information to match the brand before resubmitting

548

Opt-in - Not sufficient for campaign type - Express Consent Required

This typically occurs for marketing campaigns. Express consent would require a checkbox to be selected by the end user to opt in to receive sms. 

549

Opt-in - Consent for messaging is a requirement for service

Please update the opt in workflow to clearly explain how your end users opt in to receive sms.

550

Opt-in - No opt-in provided

Please update the opt in workflow to clearly explain how your end users opt in to receive sms.

551

Opt-in is shared with 3rd Parties

Remove language for information sharing / Add language that opt-in is not shared with third parties to your privacy policy.

552

Campaign Violation - Single Number Used for Multiple Businesses 

Please assign only one business for each phone number.

620

Additional Information Requested - Justification for more than 5 numbers/business

Please include a business justification of needing more than 5 numbers for a single use case. This should be included in the first column. Examples would be adding a contact name to each number or a physical location to each number. ( Salesforce - Steve Smith; Salesforce - John Smith)

621

Additional Information Requested - Opt-in information not provided

Please update opt-in information to include a full description of how end users opt in to receive sms. 

622

Additional Information Requested - Business Information not valid

Please update opt-in information to include a full description of how end users opt in to receive sms. 

1000

Submission Editing Timed Out

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

The TFV request was canceled by the customer who made the request. If you still need this toll-free number (TFN) for messaging, please resubmit a new TFV request.

1002

Number not provisioned to your Organization

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 messagingregistration@salesforce.com and provide a Letter of Authorization (LOA) so Salesforce can remove the conflict.

1101

Business Email Address Must Use an Official Domain

Customers must provide a business email that is clearly linked to the brand, either in the domain or email prefix.

1102

Contact Name Must Belong to a Business Representative

The business contact representative provided must be associated with the brand sending the messages.

1103

Business Name Must Match Official Records

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

Official Business Registration Documents Are Required

If rejected for 1104, open a support ticket with messagingregistration@salesforce.com and provide a business registration certificate, incorporation records, or proof of operation.

1105

End Business Details Must Be Accurate and Complete

Please verify that the business information provided is complete and accurate.

1106

Business Information Could Not Be Verified - Contact, Email,

Address, or URL Is Invalid

Check that the contact information, email, and URL are valid, closely branded to the company, and free of typos.

1107

Toll-Free Number Cannot Be Shared Across Multiple

Businesses

The TFN is being used across multiple businesses. Please note that each TFN is permitted for use with only one business.

1108

Additional Information Requested - Justification for more

than 5 numbers per business

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

Doing Business As (DBA) Name Must Be Accurately Provided

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.

1201

Website Must Be Established and Active

Work with your client to confirm that the website is active and fully operational.

1202

Social Platform Must Be Established and Active

Verify that the social media platform is active, publicly accessible, and not password protected.

1203

Website Is Password Protected or Requires Login

Please provide an accessible website.

1204

Invalid or Inaccessible Website URL

Please provide an accessible website.

1205

Business website URL must display branding

The URL should clearly represent the brand’s business, including the products and/or services offered.

1206

Privacy Policy or Terms & Conditions URL Is Missing,

Inaccessible, or Lacks Content

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

Independent Software Vendor (ISV) or Reseller Name Must

Be Provided

This field should reflect your business name (e.g., the Bandwidth customer name).

1302

Projected Message Volume Exceeds Use Case Limits

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

Use Case and Use Case Summary Inconsistent

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

Use Case Summary is Incomplete

The use case summary provided is incomplete. Please provide additional clarity.

1305

Opt-In Workflow Must Match the Submission Details

The opt-in workflow description (Online, Text to Join, POS, Other) needs to match the opt-in details provided.

1306

Message Content Does Not Align with Use Case or is

Incomplete

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

HELP Keyword Response Must Meet Compliance

Requirements

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

Age-Gated Program Not Properly Identified in Submission

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).

1310

Political Campaigns Must Submit an FEC Committee ID or

State-Level Equivalent

FEC Committee ID or State-Level equivalent for political campaigns is required.

1311

Confirmation Message Missing Required Details

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

Single Opt-In for Multiple Use Cases Is Not Allowed

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

Consent for Messaging Cannot Be Part of Other Agreements

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

Marketing Messages Require Express Written Consent

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

Agreeing to Receive Messages Must Be Optional

The end user should never be forced to opt in to text messaging. Opt-in must always be optional.

1405

Opt-Ins Must Clearly Reflect the End Business

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 Does Not Match the Use Case

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 Checkbox is Pre-selected

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 URL Not Accessible

Unable to access the provided opt-in URL. Please verify that the opt-in page is live, accessible, and secure.

1409

Opt-In Example Must Be Complete, Branded, and Legible

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

Verbal Consent Script Must Be Provided for Approval

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 Consent Cannot Be Reused or Shared Across

Programs

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

Age Gate Not Present or Does Not Meet Requirements

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 - Consent for Messaging is a Requirement for Service

Opt-in is mandatory for TF message sending.

1414

Opt-in - No Opt-in Provided

No opt-in information was provided in the submission. Please describe how your client collects opt-ins from their end users.

1415

Opt-in Relies on Organizational or Government Exemption.

Valid Opt-in is Required for All Toll-free Submissions

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

Double Opt-in Required for Intended Use Case

Double opt-in is required for shopping cart reminders.

1417

Shopping Cart Reminder Programs Must Comply with Opt-In,

Privacy, and Messaging Standards

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

Call-to-Action Missing Required Disclosures

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 Required if Personal Data Is Collected

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 Mentions Sharing of Personal Data

Please review the verbiage in the privacy policy: no personal data collected for messaging may be shared.

1503

Opt-In Data Cannot Be Shared, Transferred, Rented, or Sold

to Third Parties

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

SMS Terms and Conditions Must Be Accessible and

Compliant

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 - Known Spam Campaign

Do NOT resubmit. Spam campaigns are not allowed over TF, and verifications related to this content will be rejected.

1602

High Risk - Submission Contains Fraudulent or Misleading

Content

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 - Known Phishing Campaign

Do NOT resubmit. Phishing campaigns are not allowed over TF, and verifications related to this content will be rejected.

1604

High Risk - Submission Flagged for High-Risk Domain

Reputation

Do NOT resubmit. High-risk domains are not allowed over TF, and verifications related to this content will be rejected.

1605

High Risk - Submission Flagged for Potential Fraud Risk

Do NOT resubmit. Fraud is not allowed over TF, and verifications related to this content will be rejected.

1606

High Risk - Submission Contains Deceptive Marketing

Practices

Do NOT resubmit. Fraud is not allowed over TF, and verifications related to this content will be rejected.

1607

High Risk - Public URL Shorteners Are Not Allowed; Use a

Branded URL

Carriers and downstream partners do not allow the use of public URL shorteners. Please use a branded client website URL.

1608

High Risk - Non-Secured URLs (http://) Are Not Allowed

The URL provided is not secure. Please ensure the client’s website uses a secure connection.

1609

High Risk - Submission Flagged for High-Risk Domain Issues

Do NOT resubmit. High-risk domains are not allowed over TF, and verifications related to this content will be rejected.

1701

Disallowed Content - Cannabis, CBD, or Other Illegal

Substances

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 – Prescription Drugs or Controlled Substances

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 - Loan Marketing

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 - Third-Party Debt Collection

Do NOT resubmit. Third-party debt collection is not allowed over TF, and verifications related to this content will be rejected.

1705

Disallowed Content - Gambling or Betting

Do NOT resubmit. Gambling content is not allowed over TF, and verifications related to this content will be rejected.

1706

Disallowed Content - Sweepstakes or Contests

Do NOT resubmit. Sweepstakes or contests content is not allowed over TF, and verifications related to this content will be rejected.

1707

Disallowed Content - Stock Alerts

Do NOT resubmit. Stock alerts are not allowed over TF, and verifications related to this content will be rejected.

1708

Disallowed Content - Cryptocurrency

Do NOT resubmit. Cryptocurrency and loan marketing are not allowed over TF, and verifications related to this content will be rejected.

1709

Disallowed Content - Risk Investment Opportunities

Do NOT resubmit. High-risk financial services are not allowed over TF, and verifications related to this content will be rejected.

1710

Disallowed Content - Debt Reduction or Debt Consolidation

Do NOT resubmit. Debt consolidation is not allowed over TF, and verifications related to this content will be rejected.

1711

Disallowed Content - Credit Repair

Do NOT resubmit. Credit repair is not allowed over TF, and verifications related to this content will be rejected.

1712

Disallowed Content - Third-Party Lead Generation or

Multi-Level Marketing

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 - Non-Federally Compliant Use Case

Do NOT resubmit. All content must be federally compliant, over TF, and verifications related to this content will be rejected.

1801

SHAFT Violation - Sexually Explicit or Inappropriate Content

Is Prohibited

Do NOT resubmit. Explicit sexual content is not allowed over TF, and verifications related to this content will be rejected.

1802

SHAFT Violation - Hate Speech, Violence, or Offensive

Content Is Prohibited

Do NOT resubmit. Hate speech is not allowed over TF, and verifications related to this content will be rejected.

1803

SHAFT Violation - Alcohol Promotions

Do NOT resubmit. Alcohol Promotions are not allowed over TF, and verifications related to this content will be rejected.

1804

SHAFT Violation - Alcohol Message Content Without a 21+

Robust Age Gate

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 - Firearms, Fireworks, and Explosives

Content Is Prohibited

Do NOT resubmit. Firearms, Fireworks, and Explosives are not allowed over TF, and verifications related to this content will be rejected.

1806

SHAFT Violation - Tobacco and Vape Messaging Must

Comply with Legal Restrictions

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.