I have submitted our verification request for SMS probably a dozen times and it keeps getting denied. The last couple times it does not show it as pending it automatically says denied. I really need to get back our ability to send texts. I thought I had all this taken care of last year when it all started, but suddenly without notice we lost the ability to send messages. What do I need to do or who can I talk to get this resolved?
LMorrison616 Thanks for getting back to me. I've created a case for you, someone from our team will reach out soon.
Yes, please.
Yes, please.
Hi LMorrison616,
Welcome to the Community. I see the last email with the team on 6/19 suggested the following:
There are two main requirements your business must meet in order to get the Toll Free number approved for SMS messaging:
1. **Opt-in/Opt-out Form:**
You need a publicly-visible opt-in/opt-out form on your business website (usually in the Contact Us section) or business social media. This form should have clear yes/no options for receiving text messages, describe message types and frequency, and include any Grasshopper phone numbers being used. Importantly, the phone number field must be optional, and users must manually select their opt-in/out preference.
2. **Privacy Policy & Terms and Conditions:**
Your business must publish its own privacy policy and terms & conditions, outlining how customer data is collected, used, stored, and the opt-out process. You cannot use a third-party policy. Data must not be sold or shared for marketing. This information must match the templates we’ve provided during the registration process.
If you’re missing any of these elements or if they’re incomplete—not using the exact required wording or not listing all Grasshopper numbers, for example—your approval will likely be delayed or denied.
Would you like me to create a case on your behalf so a specialist can review your exact status and provide further guidance? Just let me know!
