Toll-free verification now requires separate Privacy Policy and Terms URLs (Sep 15, 2026)
Short answer
Since September 15, 2026, every new toll-free verification request at Twilio, Bandwidth, Sinch and Plivo must include a Privacy Policy URL and a separate Terms URL. Both must be public and match the links at your opt-in. Verifications approved before then are not affected.
What you'll see
| Where | Code | Wording |
|---|---|---|
| Twilio | 30493 | “Terms of Service URL missing, unreachable, or lacking SMS terms” |
| Twilio | 30536 | “Privacy policy URL is missing, inaccessible, or empty” |
| Twilio (product-neutral) | 30817 | “Verification rejection - Privacy policy or terms URL missing or inaccessible” |
| Toll-free (Bandwidth, Sinch) | 1206 / 1207 | “Terms of Service URL is missing, inaccessible, or lacks content” / “Privacy Policy URL is missing, inaccessible, or lacks content” |
| Plivo API | Requests without both URLs are rejected |
Text in curly quotes is the provider's wording; the rest is our summary.
Why it happens
- Both fields point to the same URL, or to the homepage.
- One page exists but the other doesn't, or it is a stub.
- The URLs need a login, are on a different domain from the business, or don't load in a private window.
- The URLs in the submission differ from the links next to the opt-in.
How to fix it
- Publish two pages on your domain, such as /privacy and /terms, and put each URL in its own field.
- Privacy page: what you collect, how it is used, the no-sharing statement for SMS opt-in data, and Twilio's verbatim clause if the policy mentions sharing.
- Terms page: an SMS section with name, description, frequency, “Message and data rates may apply”, support, STOP and HELP, carrier liability and a privacy link.
- Use the same two URLs in your opt-in disclosure. Twilio's guide treats a mismatch as a rejection reason.
- Open both URLs in a private window, and on a phone, before you submit.
Who changed what, when
| Provider | Date | What changed |
|---|---|---|
| Vonage | Aug 25, 2026 | New website, Terms, Privacy and opt-in rules for all new registrations |
| Plivo console | Sep 7, 2026 | Privacy Policy and Terms links required |
| Twilio, Bandwidth, Sinch, Plivo API | Sep 15, 2026 | Separate Privacy Policy and Terms URLs mandatory for new submissions; new rejection codes go live |
| Twilio 10DLC (API) | Jun 30, 2026 | PrivacyPolicyUrl and TermsAndConditionsUrl required when creating campaigns (errors 30933, 30934) |
As of October 3, 2026, Telnyx's developer docs and Infobip's API reference still show both fields as optional. Fill them in anyway.
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
Do I need to update a toll-free number that's already verified?
No. The providers say existing verifications are unaffected. The requirement applies to new submissions and resubmissions.
Can both fields point to one page with two sections?
Don't risk it. Twilio's guide and Bandwidth's campaign brief ask for a Privacy Policy URL and a separate Terms URL. Use two distinct pages.
Which Twilio error will I get if a URL is missing?
Twilio's pages disagree. The current error dictionary and the toll-free rejection FAQ say 30493 is for Terms problems and 30536 for privacy problems, the onboarding guide banner still says either missing link returns 30493, and a newer product-neutral code 30817 covers both. Fix both pages whichever code you see.
Sources
- Twilio: Toll-Free Verification Onboarding Guide (updated 2026-09-24)
- Twilio: Why Was My Toll-Free Verification Rejected? (updated 2026-09-10)
- Twilio error 30493 (accessed 2026-10-03)
- Twilio error 30536 (accessed 2026-10-03)
- Bandwidth: Toll-free campaign brief fields and descriptions (modified 2026-09-15)
- Bandwidth: Toll-free verification rejection reasons (modified 2026-09-15)
- Plivo Docs: Toll-free verification API (accessed 2026-10-03)
- Vonage: Self-serve toll-free number registration guide (updated 2026-08-28)
- Twilio changelog: 10DLC campaigns will require privacy policy and terms URLs (published 2026-04-06)
- Telnyx Docs: Toll-free verification with business registration fields (accessed 2026-10-03)
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 (see also 30536, 30817)Twilio error 30493: Terms of Service URL missing, unreachable, or lacking SMS terms
- Twilio 30908, 30932, 30536, 30477, 30519, 30550 · DCA 805, 851, 852 · TF 1207, 1501-1503Privacy policy rejections: the SMS clause carriers require
- Twilio 30882, 30493, 30557-30564 · TCR TERMS_AND_CONDITIONS · TF 1206, 1504-1512Terms and conditions rejected: the SMS terms checklist (Twilio 30557-30564)
- Twilio 30446, 30476, 30498, 30509, 30510, 30513, 30543 · TF 1408-1414Toll-free verification rejected for opt-in: Twilio 30476, 30509, 30513
The Approval Kit adds industry template packs, opt-in and policy page templates, and an agency checklist.