Get started with toll-free

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This page contains complete, step-by-step guidance for setting up and launching toll-free messaging in the USA.

Toll-free setup overview

The toll-free process has five stages. Total estimated time: 1 to 2 weeks.

Get your toll-free number (1 to 3 days)
Purchase a toll-free number through Infobip.

Register your brand (1 to 3 days)
Create and verify your brand identity.

Create and register campaigns (1 to 5 days)
Map your messaging programs and complete TFN verification.

Configure voice features (optional)
Set up CNAM and E.911 if you plan to use voice.

Start sending messages (immediate)
Begin messaging through your toll-free number.

Get a toll-free number

A toll-free number is a dedicated number (for example, +1-800-555-0123) optimized for customer-facing SMS and voice messaging.

To request a toll-free number:

In the Infobip web interface, go to Channels and Numbers > Numbers
Select Buy Number
Select destination country: United States
Choose capabilities (SMS, Voice): Select the channels your toll-free number will support
In the list of number types, select Toll-Free
(Optional) Configure additional settings:
- Application and entity (CPaaSX customers only): Connect an application and entity for invoicing and reporting
- Additional contact email: Provide an email to receive updates about your request
- Additional comment: Add any specific details Infobip should be aware of while processing your order
Select Next
Review payment summary:
- Set quantity: Choose how many toll-free numbers to purchase (if ordering multiple)
- One-time fee (per number)
- Monthly fee (per number)
- Total due now (one-time fee multiplied by quantity)
- Total monthly fee (ongoing cost)
Review all information and select Order Now to complete the purchase

What happens next:

Infobip processes your order within 1 to 3 days
You will receive an email notification confirming your number
Number is ready for brand and campaign registration

Use the Resource Request API to request a toll-free number programmatically:

POST /resources/1/requests

See the API reference for full request/response details.

What you get: A dedicated toll-free number ready for brand and campaign registration.

Importing an existing number:

If you already have a toll-free number from another provider, see Migrating toll-free numbers for complete migration procedures.

Register your brand

A brand represents your company or organization. You need a registered brand before creating campaigns.

What is a brand?

Your organization identity (company name, DBA, nonprofit, and more)
Used to identify messages to recipients
Verified through the TFN verification process
One-time setup per organization

For complete brand registration guidance, see Understanding brands.

Registration methods:

In the Infobip web interface, go to Channels and Numbers > Tools & Compliance > US Sender Registration
Select the Brands tab
Select Create Brand > Select Toll Free Number > Select Continue
Complete all required fields:
- Legal Company Name (required): Your official business name (campaign branding must match this or the DBA, or it will be rejected)
- DBA (optional): Alternative business name if applicable (campaign branding can match this)
- Website: Your company's primary website
- Address: Your business address
- Business Information: Description of what your business does
- Contact Email (required): Support email address (email domain must match either Legal Company Name or DBA, for example, support@yourcompany.com; this is considered the support email for the program)
Select Create Brand
Infobip validates the brand within 1 to 3 business days

Use the Brand Registration API to create brands programmatically:

POST /number-registration/1/brands

See the API reference for request/response schemas.

Timeline: 1 to 3 business days for approval

Create and register campaigns

A campaign represents a specific messaging program (for example, "Customer support," "Order notifications," "Support hotline"). Each campaign gets individual approval.

What is a campaign?

Describes your use case and message content
Maps to specific message types (support, notifications, and more)
Submitted for TFN verification
One per use case (you can create multiple campaigns)

For complete campaign creation guidance, see Understanding campaigns.

To optimize your campaign before submission and get intelligent feedback, see Managing campaign AI review.

Registration methods:

In the Infobip web interface, go to Channels and Numbers > Tools & Compliance > US Sender Registration
Select the Campaigns tab
Select Create Campaign > Select Toll Free Number > Select Create Campaign
Select your toll-free number and brand
Complete the campaign form:

Field	Required	Details
Campaign name	Required	Descriptive name for your program
Campaign summary	Required	Purpose of your campaign
Monthly volume estimation	Required	Expected message volume per month
Use case	Required	Must match your campaign summary and call-to-action
Opt-in methods	Required	Select all that apply: verbal consent, online consent, keyword, or IVR
Opt-in file	Required	Screenshot or PDF showing the user opt-in process. Supported: .pdf, .png, .jpeg (max 1 MB)
Example message	Required	Sample message sent after opt-in. Must include brand name or product description. Include HELP and STOP instructions at least once every 30 days. (Max 1,000 characters)
SMS terms and conditions URL	Optional	Link to your SMS terms and conditions
SMS privacy policy URL	Optional	Link to your SMS privacy policy
Contact email addresses	Required	Infobip uses this for campaign updates, certifications, and audits (for example, contact@example.com)
Application and entity	Optional	CPaaSX customers only. Connects an application and entity for invoicing and reporting.
Additional comment	Optional	Any other relevant information about your campaign (max 500 characters)

Select Register campaign
Infobip compliance team reviews (1 to 3 business days)
Campaign is submitted to provider for TFN verification
Campaign goes live once approved

Use the Campaign Registration API to create campaigns programmatically:

POST /number-registration/1/campaigns

See the API reference for request/response schemas.

Timeline: 1 to 5 days from submission to activation

For toll-free campaign technical details, see Understanding toll-free.

Campaign statuses during approval [#campaign-statuses-during-approval-stage-3-create-and-register-campaigns]

Your campaign moves through these statuses as it is reviewed:

Status	Meaning	What's happening
Draft	Campaign being created	You are filling out campaign details
Submitted for review	Awaiting Infobip review	Infobip compliance team is screening your campaign (1 to 3 days)
In review	Active review by Infobip	Infobip is validating content and TFN requirements (1 to 2 days)
Submitted	Sent to provider for verification	Your campaign is under provider review and TFN verification
Registered	Approved and TFN verified	Campaign is approved; you can start sending
Rejected	Not approved	Campaign did not pass compliance; see Handling rejections in Understanding toll-free
Appealed	Rejection appealed	Your appeal is under re-review
Deregistered	Previously approved, now inactive	Create a new campaign to resume sending

Configure voice features (optional)

If you are using your toll-free number for voice communication, you can optionally configure voice-specific features like CNAM (Calling Name Delivery) and E.911 (Emergency Services).

For complete details on configuring these features, see Understanding US voice number features.

Start sending messages

Once your campaign is approved and TFN verified, you can send messages through your toll-free number.

In the Infobip web interface, go to Broadcast
Choose SMS
Define your recipients (upload list, manual entry, or segment)
Select your toll-free number
Enter message content
Select Continue to preview
Review and select Launch

Use the SMS API to send messages programmatically:

POST /sms/3/messages

See the SMS API reference for full request/response details.

Best practices:

Start with a small test batch to verify delivery
Respect opt-out requests immediately
Keep accurate records of opt-ins for compliance
Monitor inbound message volume and response times

Troubleshooting

Issue	Cause	Resolution
Brand registration rejected	Incorrect business information or mismatched details	Verify all information matches official business records, update brand with correct details, and resubmit. See Understanding brands.
Campaign not approved	Message sample violates compliance rules	Review message against USA SMS compliance requirements, update message sample, and resubmit.
TFN not verified (error 488)	TFN verification incomplete	Check campaign status is "Registered" and verify TFN Verified status is showing. Wait 1 to 2 hours if just approved. Contact support if still not showing after 24 hours. See Handling error code 488.
Messages not sending	Campaign not yet active, or number reputation too low	Check campaign status is "Registered" and verify opt-in consent for all recipients. Contact support if the issue is reputation-related.
Low delivery rates	Recipient carriers filtering messages, or reputation score dropping	Review USA SMS compliance requirements, ensure valid opt-ins, and check carrier feedback in logs.
Slow campaign approval	Campaign content unclear, or verification backlog	Contact Infobip support with your campaign ID. They can escalate with carriers.

Related pages

Understanding toll-free
TFN verification requirements and campaign approval workflow.

Toll-free throughput reference
Carrier limits and message queuing behavior.

Understanding brands
Brand creation and management.

Understanding campaigns
Campaign concepts and creation.

USA SMS compliance requirements
TCPA consent and opt-out rules.

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