--- title: "Toll-free verification: Concierge docs | Chargezen" description: "Get your Chargezen toll-free number verified for texting: the details the request asks for, the statuses you will see and how to fix a rejection." url: "https://chargezen.com/docs/concierge/phone/toll-free-verification" lang: "en" updated: "2026-10-18" --- Canonical URL: https://chargezen.com/docs/concierge/phone/toll-free-verification # Toll-free verification Get your Chargezen toll-free number verified for texting: the details the request asks for, the statuses you will see and how to fix a rejection. Last updated: 2026-10-18 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 1 #### 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). 2 #### 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**. 3 #### Verification contact Fill in **First name**, **Last name**, **Contact email**, **Contact phone**, **Street address**, **City**, **State** and **Postal code**. Save to continue. 4 #### Choose a number Click **Find numbers** and pick one from **Available toll-free numbers**. 5 #### 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. 6 #### 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](https://chargezen.com/docs/concierge/phone/set-up-your-number). ## Fix a rejection 1 #### Read the reason Open the number under **SMS numbers** and read why it needs attention. 2 #### 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. 3 #### 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](https://chargezen.com/docs/concierge/phone/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](https://chargezen.com/docs/concierge/phone/bring-your-number). ## Related **Guides** * [Text messages (SMS)](https://chargezen.com/docs/concierge/channels/sms) * [10DLC registration](https://chargezen.com/docs/concierge/phone/10dlc-registration) * [Bring your number](https://chargezen.com/docs/concierge/phone/bring-your-number) **On the product page** * [Toll-free texting with verification handled](https://chargezen.com/concierge/features/toll-free-texting) * [Text messages: Concierge texts back](https://chargezen.com/concierge/channels/sms) **Learn more** * [What is toll-free verification?](https://chargezen.com/glossary/toll-free-verification) * [Toll-free verification, step by step](https://chargezen.com/blog/toll-free-verification) * [What is an SMS opt-out?](https://chargezen.com/glossary/sms-opt-out) ### Related Articles [ #### Text messages (SMS) Connect and manage SMS numbers ](https://chargezen.com/docs/concierge/channels/sms)[ #### 10DLC registration The registration for local numbers ](https://chargezen.com/docs/concierge/phone/10dlc-registration)[ #### Set up your number Use the same number for calls ](https://chargezen.com/docs/concierge/phone/set-up-your-number)[ #### Bring your number Move a toll-free number you already use ](https://chargezen.com/docs/concierge/phone/bring-your-number) Was this page helpful? 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