Toll-free verification: Concierge docs

US carriers review every business that texts from a toll-free number. Until the review is approved, texts from the number are blocked. In Chargezen the request is part of setting up Chargezen SMS: you fill in your business and contact details, pick a number, and Chargezen sends the verification request for you.

Before you start

Have these ready. The carrier compares them with your website, so make them match what customers see.

Your business name, support email and website address.
A link to your privacy policy.
A contact person's name, email, phone and business address.
How customers agree to get your texts, and ideally a screenshot of that sign-up, hosted at a public link.

Submit the request

Open Chargezen SMS

Go to Concierge > Deploy > Channels. On the SMS card, click Chargezen SMS, then Start setup (or Continue setup if you started before).

Business details

Choose the Sending country (United States) and fill in Business name, Support email, Website URL and Privacy policy URL. Check the Help message (default "Reply HELP for help.") and Opt-out message (default "You are opted out. Reply START to rejoin."). Click Save and continue.

Verification contact

Fill in First name, Last name, Contact email, Contact phone, Street address, City, State and Postal code. Save to continue.

Choose a number

Click Find numbers and pick one from Available toll-free numbers.

Describe how customers opt in

Check the Opt-in workflow (default "Customers opt in through the storefront or checkout before receiving SMS updates."), add an Opt-in proof image URL if you have one, and check the Use case (default "Customer support and account notifications"). Edit both to describe what you really do.

Submit

Click Add selected number. You'll see "Your SMS number request was submitted. It will appear here when it is ready." The number then shows under SMS numbers with its verification status.

Verification statuses

Verification in review: the carrier is reviewing the request. The page shows "Wait for toll-free verification approval."
Verified: the number can text customers.
Verification needs attention: the request was rejected or expired. The page shows "Resolve the toll-free verification rejection and resubmit."
Verification status unavailable: Chargezen couldn't read the status. Click Refresh to check again.

Refresh only re-reads the status from the carrier. It never sends the request again.

Texts wait for approval

Until the number is Verified, Chargezen won't send texts from it. Customers can still call the number once you add it to Chargezen Voice.

Fix a rejection

Read the reason

Open the number under SMS numbers and read why it needs attention.

Correct your details

Click Edit business details or Edit verification contact. Common fixes: a business name that matches your website, a working privacy policy link, and an opt-in description that says exactly where customers agree to texts.

Resubmit

Save your changes and submit the request again, then wait for the new review.

Troubleshooting and FAQ

How long does the review take?

The carrier sets the timing, and it varies. Check the status on the SMS page; Chargezen updates it when the carrier answers.

Do I also need 10DLC?

No. 10DLC is for local 10-digit numbers. A toll-free number needs toll-free verification only. See 10DLC registration.

No numbers are available

If you see "No numbers are available right now", click Search again a little later.

What happens when a customer replies STOP?

They're opted out, and Chargezen won't text that number again until they opt back in (your opt-out message tells them to reply START).

Can I verify a toll-free number I already own?

Yes, by moving it to Chargezen. Texting moves first, before calls. See Bring your number.

Guides

On the product page

Learn more

Toll-free verification