Toll-free verification rejected for opt-in: Twilio 30476, 30509, 30513
Short answer
Toll-free reviewers need a public link that shows the exact opt-in experience: the live page with the phone field, or a hosted screenshot, script or scan. It must show your brand, the full disclosure and an optional, unchecked SMS checkbox, and it must match what you wrote in the submission.
What you'll see
| Where | Code | Wording |
|---|---|---|
| Twilio | 30476 | “Toll Free verification rejection - Opt-in not provided” |
| Twilio | 30446 | “Opt-in not sufficient: express consent required” |
| Twilio | 30509 | “Opt-in URL not accessible” |
| Twilio | 30510 | “Opt-in example must be complete, branded, and legible” |
| Twilio | 30511 / 30513 | “Verbal consent script must be provided” / “Opt-in not sufficient: Language Unclear” |
| Twilio (both) | 30498 / 30543 | “Opt-in workflow must match submission details” / “Live opt-in link not provided” |
| Toll-free (Bandwidth, Sinch, Telnyx) | 1408 / 1409 / 1428 | “Opt-In URL Not Accessible” / “Opt-In Example Must Be Complete, Branded, and Legible” / “Consent details must be customer-facing” |
Text in curly quotes is the provider's wording; the rest is our summary.
Why it happens
- No opt-in URL, or a link that needs a login, has expired or points to a homepage.
- A screenshot that is cropped, blurry, unbranded or missing the phone field and disclosure.
- A screenshot of an internal CRM checkbox instead of what the customer sees (Bandwidth:
Internal admin dashboards and CRM checkboxes don't qualify.
). - Marketing texts with consent collected only verbally or implied from a purchase.
- Email opt-in offered as proof of SMS opt-in.
- Several use cases with one opt-in, or a flow that doesn't match the use case summary.
How to fix it
- Match the proof to the opt-in type, as Twilio's guide lists: verbal needs a script in a document; a web form needs a direct link to the phone opt-in page; paper needs a scan; text-in needs the keyword described in a document; QR needs a document showing the code.
- If the flow is not public, host a screenshot and set sharing to “Anyone with the link can view”. Test it in a private window.
- For several use cases, combine all the evidence into one public PDF or document.
- Show the full disclosure: brand, message purpose, frequency, “Message and data rates may apply”, HELP, STOP, Terms and Privacy links, and an unchecked optional checkbox.
- Use separate checkboxes for marketing and informational texts.
- Resubmit within 7 days to keep Twilio's priority review (after that, 30437 “Edit time expired” and the normal queue).
Timing and resubmission
Twilio quotes about 3-5 business days per review. Bandwidth says up to 5 business days, Telnyx 1-2 weeks, and HighLevel's guide warns it can take four to six weeks. Resubmission rules differ: Twilio gives a 7-day priority window, Telnyx says there is no limit on resubmissions, and Plivo and Vonage treat “rejected” as final (file a new request). While a number is unverified or pending, messages to US and Canadian mobiles fail with error 30032.
Check before you resubmit. Every rejection costs days, and often another $15 vetting fee. Paste your description, message flow, samples and policy text into the free preflight check, or generate a consistent set with the campaign builder.
Frequently asked questions
Is a Google Drive screenshot acceptable?
Twilio's toll-free guide explicitly allows screenshots on public file-sharing platforms such as Google Drive or OneDrive when the link is set to 'Anyone with the link can view'. A page on your own website is still the most reliable option.
Can I reuse my 10DLC opt-in for toll-free?
Bandwidth code 1411 says opt-in consent can't be reused across programs (toll-free, 10DLC, short code). Your opt-in wording should cover the number or program you are verifying.
Do I need a checkbox if my page is only an SMS sign-up?
Not always. Telnyx and Bandwidth publish submit-as-consent wording ('By submitting this form and signing up for texts...') for pages whose only purpose is text sign-up. Any form that also collects contact, booking or checkout data needs an optional, unchecked SMS checkbox, and toll-free reviewers expect separate checkboxes for marketing and informational texts.
Sources
- Twilio: Toll-Free Verification Onboarding Guide (updated 2026-09-24)
- Twilio: Why Was My Toll-Free Verification Rejected? (updated 2026-09-10)
- Twilio: Toll-Free Message Verification for US/Canada (updated 2026-06-01)
- Twilio error 30476 (accessed 2026-10-03)
- Twilio error 30437 (accessed 2026-10-03)
- Bandwidth: Toll-free verification rejection reasons (modified 2026-09-15)
- Bandwidth: Toll-free campaign brief fields and descriptions (modified 2026-09-15)
- HighLevel: Toll-free number verification guide for LC Phone (modified 2026-09-17)
Rules change often and providers sometimes disagree; where they do, this page says so. This is general information, not legal advice, and no one can guarantee approval. See the disclaimer.
Related problems
- Twilio 30493, 30536, 30817 · TF 1206, 1207Toll-free verification now requires separate Privacy Policy and Terms URLs (Sep 15, 2026)
- Twilio 30527, 30530, 30472 · TF 1103, 1111, 1112Toll-free Business Registration Number required (since Feb 17, 2026): fix Twilio 30527
- Twilio 30032 (see also 30437)Twilio error 30032: Toll-free number has not been verified
- Twilio 30925, 30923, 30931, 30913, 30475, 30551, 30556 · DCA 803 · TF 1401-1407Opt-in checkbox rejections: pre-checked, required or bundled consent
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