30460: Toll Free verification rejection - Disallowed: Third Party Debt Collection

Twilio rejected your Toll-Free Verification request because the submitted business or messaging program falls into a forbidden messaging category for Toll-Free SMS and MMS in the United States and Canada. As of January 31, 2024, messages sent from unverified or pending Toll-Free numbers to the United States and Canada are blocked until the number is approved. Twilio reviews the business sending the messages, the use case, sample messages, web presence, opt-in or consent flow, and related terms and privacy policy during verification.

• Your submission states or implies that your business collects debt on behalf of another company, provider, or creditor.
• Your website, terms, privacy policy, or sample messages indicate third-party debt collection activity.
• Your use case includes debt consolidation, debt reduction, debt relief, or credit repair. These use cases are prohibited regardless of consent.
• Your submission does not clearly show that the sender is the party owed the debt and that consent was collected directly from the end-user.

• Do not use Toll-Free SMS or MMS for third-party debt collection or for prohibited debt relief programs.
• If you send first-party billing or account messages, update your verification details so they clearly identify the business that is owed the debt, explain how you collect consent directly from recipients, and match the sample messages and website content you submitted.
• Review your website, terms, privacy policy, and message samples to make sure they do not suggest third-party collection, affiliate collection, or another prohibited debt-related use case.
• If the rejection does not reflect your actual use case, contact Support and provide clear additionalInformation that explains your business model, consent flow, and message purpose. You can also review rejectionReason, errorCode, and editAllowed in the Toll-free Verification API response.

• Toll-free verification resource
• Toll-Free Message Verification for US/Canada
• Forbidden Message Categories in the US and Canada