Toll-free numbers - Amazon Simple Notification Service
Guidelines for using toll-free numbersPurchase a toll-free numberToll-free number registration requirements and processToll-free number registration statusEditing a toll-free number registrationDeleting a toll-free number registrationRegistration issuesToll-free number frequently asked questionsAdvantages and disadvantages of toll-free numbers
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Toll-free numbers

A toll-free number (TFN) is a 10-digit number that begins with one of the following area codes: 800, 888, 877, 866, 855, 844, or 833. You can use TFNs to send transactional messages only.

Important

US mobile carriers have recently changed their regulations and require all toll-free numbers (TFNs) to complete a registration process with a regulatory body before September 30, 2022. Check the status of your TFN by going to Toll-free number registration status. For more information about registering your company see Registering your toll-free number.

It can take up to 15 business days for your registration to be processed after it is submitted.

Update March 3, 2023: Effective April 1, 2023, mobile carriers will apply the following industry-wide thresholds for messaging sent over any unregistered toll-free number:

  • Daily limit: 500 messages, resets at 12:00 AM PT

  • Weekly limit: 1,000 messages, resets Sunday at 12:00 AM PT

  • Monthly limit: 2,000 messages, resets at the end of calendar month at 12:00 AM PT

Update September 19, 2022: Effective October 1, 2022, mobile carriers will apply the following industry-wide thresholds for messaging sent over any unregistered toll-free number:

  • Daily limit: 2,000 messages

  • Weekly limit: 12,000 messages

  • Monthly limit: 25,000 messages

We strongly encourage you to complete your registration as soon as possible. Messages sent via unregistered TFNs will be on a best effort basis. The messages will be subject to increased filtering and blocking over time as carriers continue to restrict unregistered traffic.

Guidelines for using toll-free numbers

TFNs are typically used only within the US for transactional messaging, such as registration confirmation or for sending one-time passwords. They can be used for both voice messaging and SMS. Average throughput is three message parts per second (MPS). However, this throughput is affected by character encoding. For more information about how character encoding affects message parts, see SMS character limits in Amazon SNS. For more information about registering a TFN, see Toll-free number registration requirements and process.

Each customer account can have up to five TFNs. If you're sending over 15 text messages per second but less than 100, we recommend that you register one or more 10DLC origination IDs. If your use cases require sending more than 100 text messages per second, we recommend that you purchase and register one or more short codes.

When using a TFN as an origination number, follow these guidelines:

  • Don't use shortened URLs created from third-party URL shorteners, as these messages are more likely to be filtered as spam.

    If you need to use a shortened URL, consider using a 10DLC number or short code. Using short codes and 10DLCs require that you register your message template, where you can specify a shortened URL.

  • Be aware that keywords opt-out (STOP) and opt-in (UNSTOP) responses are set at the carrier level. You can't modify these keywords or other any other keywords. You also can't modify messages that are sent when users reply with STOP and UNSTOP.

  • Don't send the same or similar message contents using multiple TFNs. Carriers call this practice snowshoeing or number pooling and target these messages for filtering.

  • Any messages related to the following industries may be considered restricted and are subject heavy filtering or outright blocks. This can include one time passwords (OTP) and multi factor authentication (MFA) for services related to restricted categories.

    If you had a registration denied for being a non-compliant use case and you feel this designation is incorrect, you can submit a request via support. For details on how to do this, see Registration issues.

    The following table describes the types of restricted content:

    Category Examples

    Gambling

    • Apps/websites

    • Casinos

    • Sweepstakes

    High-risk financial services

    • Auto loans

    • Cryptocurrency

    • Debt collection

    • Payday loans

    • Short-term high-interest loans

    • Mortgage loans

    • Student loans

    • Stock alerts
    Debt forgiveness

    • Debt consolidation

    • Debt reduction

    • Credit repair programs
    Get-rich-quick schemes

    • Work-from-home programs

    • Risk-investment opportunities

    • Pyramid or multi-level marketing schemes
    Prohibited/controlled substances

    • Cannabis/CBD
    Phishing

    • Attempts to get users to reveal personal information or website login information
    S.H.A.F.T.

    • Sex

    • Hate

    • Alcohol

    • Firearms

    • Tobacco/vape

Purchase a toll-free number

To purchase TFNs, use the Amazon Pinpoint console at https://console.aws.amazon.com/pinpoint/. For more information, see Toll-free number registration requirements and process.

Currently, Amazon Pinpoint supports toll-free numbers for both voice and SMS messages. Amazon SNS supports SMS messaging only.

Toll-free number registration requirements and process

Important

A TFN can be revoked if it is used for any purpose other then its specified use case.

Toll-free number forbidden use cases

Amazon SNS has limited ability to send messages in cases where the messages are blocked (for example, use cases related to controlled substance, or phishing), or when high levels of filtering are expected (for example, high risk financial messages). You may be unable to register TFNs associated with restricted content use cases defined in Guidelines for using toll-free numbers.

Registering your toll-free number

After purchasing a TFN, you need to register the number.

Self-serve registration for toll-free numbers in Amazon Pinpoint regions

If you've requested the TFN in the Amazon Pinpoint regions, complete the company registration process directly in the Amazon Pinpoint console. When registering your TFN, make sure the information is complete and accurate, or your registration can be rejected. The information you enter should be an exact match for your company's corporate head quarters.

  1. Before you can register, you have to purchase the TFN by following the directions in Purchase a toll-free number.

  2. Sign in to the Amazon Web Services Management Console, and open the Amazon Pinpoint console at https://console.aws.amazon.com/pinpoint/.

  3. In the navigation pane under SMS, choose Phone numbers.

  4. On the Toll-free registrations tab, choose the Toll-free Phone number you want to register, then choose Create registration.

  5. In the Company Information section, do the following:

    • Company Name – Enter the name of your company.

    • Company Website – Enter the URL for your company's website.

    • Address 1 – Enter the street address of your corporate headquarters.

    • (Optional) Address 2 – Enter suite number of your corporate headquarters.

    • City – Enter the city of your corporate headquarters.

    • State – Enter the state of your corporate headquarters.

    • ZIP Code – Enter the ZIP code of your corporate headquarters.

    • Country – Enter the two digit ISO country code.

  6. In the Contact Information section, do the following:

    • First Name – Enter the first name for the contact person of your business.

    • Last Name – Enter the last name for the contact person of your business.

    • Support Email – Enter the email address for the contact person of your business.

    • Support Phone Number – Enter the phone number for the contact person of your business.

  7. In the Messaging Use Case section, do the following:

    • Monthly SMS Volume – Select the number of SMS messages for each month.

    • Use Case Category – Select one of the following use case types that the number will be used for:

      • Two-factor authentication – Use this for sending two-factor authentication codes.

      • One-time passwords – Use this for sending a user a one-time password.

      • Notifications – Use this if you only intend to send your users important notifications.

      • Polling and surveys – Use this to poll users on their preferences.

      • Info on demand – Use this for sending users messages after they have sent a request.

      • Promotions and Marketing – Use this if you only intend to send marketing messages to your users.

      • Other – Use this if your use case doesn't fall into any other category. Complete the Use Case Details field.

    • (Optional) Use Case Details – Use this field to give more context to the selected Use Case Category.

    • Opt-in Workflow Description – Enter a description of how users will consent to receive SMS messages. For example, did they give consent by filling out an online form on your website.

    • Opt-in Workflow File – Upload an image of how users consent to receiving messages. Supported file types are PNG and ZIP. Upload multiple images using a single ZIP file. The maximum file size is 400 KB. Examples of opt-in screenshots are as follows:

      • Website opt-in – Provide screenshots of a webform where the client adds their number and agrees to receive messages.

      • Website Posting (Support) – Provide where the number is advertised, and where the customer finds the number to text.

      • Keyword or QR Code Opt-in – Provide where the customer finds the keyword or QR code to opt-in to these messages.

      • 2FA/OTP – Provide a screenshot of the opt-in (if applicable). If it the opt-in is verbal, provide a screenshot of the verbal opt-in script.

      • Informational – Provide a screenshot of a verbal consent workflow and the messaging content.

  8. In the Messaging Samples section, do the following:

    • Message Sample 1 – Enter an example message of the SMS message body that will be sent to your end users.

    • (Optional) Message Sample 2 and (Optional) Message Sample 3 – Enter more example messages of the SMS message body that will be sent to your end users.

    • Each Message Sample text box has a maximum character limit of 306 characters.

  9. Choose Submit registration.

Manual form-based registration process for toll-free numbers in regions other than Amazon Pinpoint regions

  1. Download this US_TFN_Registration.zip and use the example registration form (Amazon US Toll-Free Registration Form-Business - Final.docx) to complete the required information in the TFN registration CSV file (bulkUStfn - Final.csv).

    Each registration request or use case can only have up to five TFNs. If you believe you qualify for an exemption to this rule, provide a detailed explanation for consideration. List all phone numbers associated with the registration or use case.

  2. Create a case with Amazon Support. Attach your completed CSV file to the case, and submit the TFN registration request.

  3. Choose Create case, and then choose Looking for service limit increases?

  4. For limit type choose SNS Text Messaging.

  5. For Resource Type, choose 10DLC or Toll-free number registration.

  6. Attach the US_TFN_registration document and submit the request.

Key point to note

  1. Registrations can take up to two weeks to process once all the required information has been submitted. If information is missing or incomplete, the registration process will be delayed. If your registration is rejected, we'll help you find the reason why it was denied and suggest methods to improve your campaign so it can be registered.

  2. TFNs work well for transactional use cases such as multi-factor authentication (MFA) where limited throughput is required. Each TFN can send up to three text messages parts per second, and each customer account can have up to five TFNs. If you're sending over 15 text messages parts per second but less than 100, we recommend you register one or more 10DLC origination IDs. If your use cases require sending more than 100 text messages per second, we recommend you purchase and register one or more short codes. For more details, see Guidelines for using toll-free numbers.

Toll-free number registration status

After you've registered a TFN, there are five different statuses that the registration can be in:

  • Created – Your registration has been created, but hasn't been submitted yet.

  • Reviewing – Your registration has been accepted and is being reviewed. It may take up to 15 business days for the review to be completed.

  • Complete – Your registration has been approved and you can start using the TFN to start sending messages.

  • Requires Updates – You need to fix your registration and resubmit it by following the directions in Editing a toll-free number registration. Fields that require updates will have a warning icon and a brief description of the issue.

  • Closed – You deleted the TFN and need to delete the registration for the number.

Check your registration status

  1. Open the Amazon Pinpoint console at https://console.aws.amazon.com/pinpoint/.

  2. In the navigation pane, under SMS, choose Phone numbers.

  3. On the Toll-free registrations tab, choose the toll-free phone number.

  4. You can view the registration status of each TFN.

Editing a toll-free number registration

If there is an issue with the registration after you've submitted it, the registration status will be set to Requires Updates. You can make changes to the registration form in this state. Fields that require updates will have a warning icon and a brief description of the issue.

  1. Open the Amazon Pinpoint console at https://console.aws.amazon.com/pinpoint/.

  2. In the navigation pane, under SMS, choose Phone numbers.

  3. On the Toll-free registrations tab, choose the toll-free phone number you want to edit, then select the Registration ID link.

  4. Registration fields that need to be updated have a warning icon. Select the Update registration button to edit the form.

  5. Reupload any previously submitted files for Opt-in workflow image.

    Use the Opt-in workflow image to upload an image of how users consent to receiving messages. Supported file types are PNG and ZIP. Upload multiple images using a single ZIP file. The maximum file size is 400 KB.

    Important

    It is a best practice to verify all fields are correct, as only the first error might be flagged.

    Once you've completed updating the registration, you can resubmit it by selecting the Submit registration button.

Deleting a toll-free number registration

After you've submitted the TFN registration, you can delete the number. It is recommend that you delete the TFN before the registration.

  1. Open the Amazon Pinpoint console at https://console.aws.amazon.com/pinpoint/.

  2. In the navigation pane, under SMS, choose Phone numbers tabs.

  3. On the Toll-free registrations tab, choose the registration ID you want to delete, then select the Delete Registration button.

Registration issues

If your toll-free number registration is not accepted, you will see a message explaining why it was rejected.

To submit a request for information about a rejected toll-free number

  1. Sign in to the Amazon Web Services Management Console at https://console.amazonaws.cn/.

  2. On the Support menu, choose Support Center.

  3. On the Your support cases pane, choose Create case.

  4. Choose the Looking for service limit increases? link, then complete the following:

    • For Limit type, choose Pinpoint SMS.

  5. Under Requests, complete the following sections:

    • For the Region, where you attempted to register the campaign.

      Note

      The Region is required in the Requests section. Even if you provided this information in the Case details section you must also include it here.

    • For Resource Type, choose 10DLC or TFN Registration.

    • For Limit, choose Company or Campaign Registration Rejection.

  6. For New limit value, choose the limit increase for the limit type. Typically, this value is 1.

  7. (Optional) If you want to submit any further requests, choose Add another request. For the required information, see the other sections within Requesting support for SMS messaging with Amazon SNS.

  8. Under Case description, enter the rejected toll-free number.

  9. Under Contact options, for Preferred contact language, choose the language in which you want to receive communications for this case.

  10. When you finish, choose Submit.

Toll-free number frequently asked questions

Frequently asked questions about the TFN registration process.

To check if you own a toll-free number

Yes. To continue using a TFN you currently own, you must register it before September 30, 2022. If you are purchasing a new TFN after September 30, 2022, you must register it before you can send messages.

Follow the directions at Requesting a phone number using the Amazon Pinpoint console to purchase a TFN.

Follow the directions at Registering your toll-free number to register a TFN.

Follow the directions at Toll-free number registration status to check your registration and status.

You need to provide your company's address, a business contact, and a use case for the TFN. You can find the required information at Registering your toll-free number.

If your registration is rejected, the status is changed to Requires Updates. To make updates, see Editing a toll-free number registration.

The IAM user/role you use to visit the Amazon Pinpoint console must have the “sms-voice:*” permission, otherwise you'll get an access denied error.

Advantages and disadvantages of toll-free numbers

Advantages

Toll-free originators have higher MPS over long codes as well as good deliverability.

Disadvantages

There's no control over opt-outs and opt-ins, as these are managed at the carrier level.

Do not include shortened URLs in your message, or use the number to send a promotional message. Instead use a 10DLC number or a short code. When you use a short code or 10DLC number, you need to register your message templates, which can contain shortened URLs and can be promotional messages. For more about short codes, see Short codes. For more about 10DLC, see 10DLC.