Understanding toll-free numbers

Toll-Free Numbers (TFN) are 800/888 numbers where inbound calls and SMS are free for end users. You pay for all incoming traffic. Commonly used for customer service and support, toll-free numbers are recognizable by their 800, 888, 877, and similar prefixes.

Toll-free characteristics

• Format: +1 800/888/877 555 0123 (800, 888, 877, and similar prefixes)
• Channels: SMS, Voice (no MMS)
• Ownership: Always dedicated (never shared)
• Cost: Medium
• Setup time: 1 to 2 weeks
• Verification: Requires brand and campaign verification (TFN verification)
• Model: Inbound-focused (free for customers to call/text you)

When to use toll-free

Consider toll-free for:

• Customer support hotlines and help desk operations
• Free inbound customer communication
• Two-way messaging (customer replies and conversations)
• Customer service notifications
• Programs that require a recognizable 800/888 number format

Not ideal for:

• Outbound-only campaigns (you pay for inbound traffic)
• High-volume outbound marketing
• Time-sensitive rapid messaging (use short code instead)

Toll-free registration process

Toll-free registration is straightforward and verification-focused:

1. Get a toll-free number: Purchase through web interface or API (see Get started with toll-free > Stage 1 for detailed steps)
2. Create or use existing brand: See Understanding brands for complete details
3. Create campaign: See Get started with toll-free > Stage 3 for detailed steps
4. Infobip compliance review: Lighter review than premium channels
5. TFN verification: Campaign registered with TFN database
6. Campaign goes live: Begin receiving customer SMS/calls

Total timeline: 1 to 2 weeks

Important: For brand and campaign registration, you can choose between the US Sender Registration web interface (Channels and Numbers > Tools & Compliance > US Sender Registration) or the USA Number Registration API. Both paths follow the same overall process.

Brand and campaign registration for toll-free

Brand registration [#brand-registration-brand-and-campaign-registration-for-toll-free]

For complete brand guidance, see Understanding brands.

For toll-free, brand registration is available through web interface or API and is verified through the TFN verification process. This is less rigorous than 10DLC or short code, and your brand represents your company/organization during the verification process.

Campaign registration [#campaign-registration-brand-and-campaign-registration-for-toll-free]

For complete campaign guidance, see:

• Understanding campaigns: What campaigns are, requirements, fields, and general process
• Get started with toll-free: Step-by-step instructions (Stage 3: Create and register campaigns)

TFN verification requirement

Mandatory verification for all toll-free SMS:

Toll-Free Numbers (TFN) now require verification for all SMS-related terminations. This industry-wide requirement enables carriers to implement stronger verification and message filtering.

As of January 31, 2024, all unverified Toll-Free Numbers are blocked from sending messages. Only fully verified TFNs are permitted to run traffic. Unverified numbers are automatically blocked by Infobip and return error code 488 (EC_TF_NUMBER_NOT_VERIFIED). For more information on error codes, see Response status and error codes ↗.

What this means:

• All new toll-free SMS campaigns must complete TFN verification
• Existing unverified TFNs will be unable to send SMS after the deadline
• Verification is part of the campaign registration process through US Sender Registration
• Verification confirms your brand identity and messaging legitimacy

For step-by-step TFN verification instructions, see Get started with toll-free > Stage 2: Register your brand and Stage 3: Create and register campaigns.

TFN campaign statuses

TFN campaigns move through these specific statuses:

Handling rejections [#handling-rejections-tfn-campaign-statuses]

If your campaign is Rejected:

1. Log in to your Infobip account
2. Go to Channels and Numbers > Tools & Compliance > US Sender Registration > Campaigns
3. Select the rejected campaign
4. Review the rejection reason provided
5. Determine the root cause and address it:
   • Brand not verified > Complete TFN brand verification through US Sender Registration before resubmitting
   • Use case mismatch > Clarify use case and align message samples with actual use case
   • Message content issues > Update sample messages to demonstrate compliance with TCPA/CTIA guidelines
   • TFN verification failed > Ensure brand information is complete and accurate
   • Missing STOP/HELP > Verify STOP and HELP keyword responses are configured
6. Create a new campaign incorporating the feedback
7. Address all feedback before resubmitting to avoid repeated rejections
8. If you believe the rejection was incorrect, you may appeal the decision through Infobip support

Note: Appeals for TFN campaigns may take longer than initial reviews due to provider verification requirements.

Checking TFN verification status

Once your TFN campaign is approved, confirm that verification is active on your number.

How to check verification status [#how-to-check-verification-status-checking-tfn-verification-status]

1. Go to Channels and Numbers > Numbers
2. Search for your specific Toll-Free Number
3. Hover over the exclamation point icon next to your number
4. If verified: Displays "TFN Verified"
5. If not verified:
   • Ensure brand and campaign were submitted through US Sender Registration web interface (Channels and Numbers > Tools & Compliance > US Sender Registration)
   • Verify campaign approval/registration status
   • May take a few hours after approval for verification status to display

If verification not showing [#if-verification-not-showing-checking-tfn-verification-status]

• Wait 1 to 2 hours after campaign approval
• Refresh the page or clear browser cache
• Ensure campaign status is "Registered" (fully approved)
• Contact support if still not showing after 24 hours

Checking verification status through API [#checking-verification-status-through-api-checking-tfn-verification-status]

Use the USA Number Registration API to check TFN verification status programmatically.

For complete API documentation, see the USA Number Registration API reference.

Note on existing TFNs: TFN-related data for existing TFNs is being backfilled. Contact Infobip support if old TFN-related campaigns are not visible in the US Sender Registration web interface.

Handling error code 488

Error 488 (EC_TF_NUMBER_NOT_VERIFIED) occurs when attempting to send SMS from an unverified TFN.

What causes error 488 [#what-causes-error-488-handling-error-code-488]

• TFN has not completed brand registration
• TFN has not completed campaign registration
• Campaign is not yet approved
• Campaign status is not "Registered"
• TFN verification process incomplete

How to resolve error 488 [#how-to-resolve-error-488-handling-error-code-488]

1. Check campaign status:

   • Go to Campaigns tab
   • Ensure campaign status is "Registered"
   • If "Rejected," review rejection reasons and create new campaign

2. Check verification display:

   • Go to Numbers tab
   • Search for your TFN
   • Verify "TFN Verified" status is showing

3. If still not verified after approval:

   • Wait additional 1 to 2 hours
   • Clear cache and refresh
   • Contact support if not resolved within 24 hours