Toll-free numbers - Amazon Simple Notification Service

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/sms-voice/. For more information, see Toll-free number registration requirements and process.

Currently, Amazon Pinpoint SMS 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 must register the number. For instructions on how to do this, see Toll-free number registration process in the Amazon Pinpoint SMS User Guide.

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

If you've requested the TFN in the Amazon Pinpoint SMS regions, complete the company registration process directly in the Amazon Pinpoint SMS console using the instructions found in US toll-free number registration form in the Amazon Pinpoint SMS User Guide.

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.

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

  1. Download this US_TFN_Registration.zip and use the example registration form (AWS 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 AWS 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

To check your registration status, see Check your registration status in the Amazon Pinpoint SMS User Guide.

Editing, discarding and deleting your registration

Use the Amazon Pinpoint SMS User Guide to perform the following tasks:

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 AWS Management Console at https://console.aws.amazon.com/.

  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 SMS 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, discarding and deleting your registration.

The IAM user/role you use to visit the Amazon Pinpoint SMS 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.