What to do if an application is rejected?

If Twilio is unable to verify your toll-free number application, you'll see a Rejected status on your Mobile Messaging page along with the specific reasons for the rejection. In most cases, you can resolve the issue and resubmit entirely on your own; no support ticket required.

Step 1: Review the Rejection Reasons

Navigate to the Mobile Messaging page in EveryAction. If your application was rejected, you'll see a notification with the rejection status and a list of reasons provided by Twilio. Read through each reason carefully before making any changes.

Common rejection reasons include:

• Opt-in proof is missing or insufficient – This is often caused by one of two issues: non-compliant disclosure language, or a pre-checked consent box. It can also happen if the link you provided is broken or inaccessible.

  • The opt-in disclosure language isn't fully compliant. Your form must include your organization's name, a description of the types of messages subscribers will receive, approximate message frequency, a note that message and data rates may apply, HELP and STOP instructions, and links to your Terms & Conditions and Privacy Policy.

  • The consent checkbox is pre-checked, required, or hidden. SMS consent must be optional and explicitly given by the supporter — it cannot be a condition of form submission.

    Example of compliant opt-in language: "By checking the box above, you agree to receive periodic text messages from People for Good about volunteer opportunities, upcoming events, impact stories, and occasional fundraising requests. Message frequency varies. Message and data rates may apply. Text HELP for more information. Text STOP to stop receiving messages. [Terms and Conditions] [Privacy Policy]"

• Authorized representative email does not match your organization's domain – Personal email addresses (e.g., Gmail, Yahoo) are not accepted; the email must use your organization's domain

• Missing or incomplete business information – EIN, business address, or legal name may have been entered incorrectly

Step 2: Make the Necessary Corrections

Based on the rejection reasons, gather the corrected information before resubmitting. Some common fixes:

• If your opt-in proof was flagged, check that the link you provided is publicly accessible and that it includes a clear disclosure stating supporters will receive texts from your organization

• If your authorized representative email was rejected, use an email address with your organization's domain (e.g., name@yourorg.org)

Note: Twilio's rejection email will suggest editing the verification via the Messaging Compliance API or Console — you can disregard that. All corrections and resubmission happen directly in EveryAction using the steps above.

Step 3: Resubmit Your Application

Once you've reviewed the rejection reasons and have your corrected information ready, click the option to resubmit your application from the Mobile Messaging page. You'll be taken back through the Twilio verification form to enter your updated information and submit again.

Step 4: Monitor Your Verification Status

After resubmitting, your status will return to Pending Verification. Twilio will review the updated application within 3–5 business days. Return to the Mobile Messaging page to check your status. If your application is approved, your account will be enabled and ready to send.

If your application is rejected a second time, review the new rejection reasons; they may differ from the first round. If you're unable to resolve the issue on your own, contact support with the rejection reasons listed on your Mobile Messaging page.

When an application is rejected there’s a 7-day window to resubmit. Resubmitting within 7 days of the rejection places your application in Twilio's prioritized resubmission queue, keeping your review timeline short. After 7 days, you can still resubmit, but it's treated as a new submission and loses that priority.

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