Get started with toll-free
Complete, step-by-step guidance for setting up and launching toll-free messaging in the USA.
Toll-free setup overview
The toll-free process has five stages. Total estimated time: 1 to 2 weeks.
Get your toll-free number (1 to 3 days)
Purchase a toll-free number through Infobip.
Register your brand (1 to 3 days)
Create and verify your brand identity.
Create and register campaigns (1 to 5 days)
Map your messaging programs and complete TFN verification.
Configure voice features (optional)
Set up CNAM and E.911 if you plan to use voice.
Start sending messages (immediate)
Begin messaging through your toll-free number.
Stage 1: Get a toll-free number
A toll-free number is a dedicated number (for example, +1-800-555-0123) optimized for customer-facing SMS and voice messaging.
To request a toll-free number:
Using the web interface:
- Log in to your Infobip account
- Go to Channels and Numbers > Numbers
- Select Buy Number
- Select destination country: United States
- Choose capabilities (SMS, Voice) - Select the channels your toll-free number will support
- In the list of number types, select Toll-Free
- (Optional) Configure additional settings:
- Application and entity (CPaaSX customers only) - Connect an application and entity for invoicing and reporting
- Additional contact email: Provide an email to receive updates about your request
- Additional comment: Add any specific details Infobip should be aware of while processing your order
- Select Next
Step 9: Review payment summary
Before completing your order, you will see a payment summary where you can:
- Set quantity: Choose how many toll-free numbers to purchase (if ordering multiple)
- Review fees:
- One-time fee (per number)
- Monthly fee (per number)
- Total due now (one-time fee × quantity)
- Total monthly fee (ongoing cost)
Review all information and select Order Now to complete the purchase.
What happens next:
- Infobip processes your order within 1 to 3 days
- You will receive an email notification confirming your number
- Number is ready for brand and campaign registration
Using the API: Use the Resource Request API to request a toll-free number programmatically:
See the API reference for full request/response details.
What you get: A dedicated toll-free number ready for brand and campaign registration.
Importing an existing number:
If you already have a toll-free number from another provider, see Migrating toll-free numbers for complete migration procedures.
Stage 2: Register your brand
A brand represents your company or organization. You need a registered brand before creating campaigns.
What is a brand?
- Your organization's identity (company name, DBA, nonprofit, etc.)
- Used to identify messages to recipients
- Verified through the TFN verification process
- One-time setup per organization
For complete brand registration guidance, see:
Understanding brands: Brand concepts and creation
Registration methods (quick overview):
Using the web interface [#using-the-web-interface-stage-2-register-your-brand]
- Log in to your Infobip account
- Go to Channels and Numbers > Tools & Compliance > US Sender Registration
- Select the Brands tab
- Select Create Brand > Select Toll Free Number > Select Continue
- Complete all required fields:
- Legal Company Name (required) - Your official business name (campaign branding must match this or the DBA, or it will be rejected)
- DBA (optional) - Alternative business name if applicable (campaign branding can match this)
- Website: Your company's primary website
- Address: Your business address
- Business Information: Description of what your business does
- Contact Email (required) - Support email address (email domain must match either Legal Company Name or DBA, for example, support@yourcompany.com; this is considered the support email for the program)
- Select Create Brand
- Infobip validates the brand within 1 to 3 business days
Using the API [#using-the-api-stage-2-register-your-brand]
Use the Brand Registration API to create brands programmatically:
See the API reference for request/response schemas.
Timeline: 1 to 3 business days for approval
Stage 3: Create and register campaigns
A campaign represents a specific messaging program (for example, "Customer support," "Order notifications," "Support hotline"). Each campaign gets individual approval.
What is a campaign?
- Describes your use case and message content
- Maps to specific message types (support, notifications, etc.)
- Submitted for TFN verification
- One per use case (you can create multiple campaigns)
For complete campaign creation guidance, see:
Understanding campaigns: Campaign concepts and requirements
Optimize before submission:
Managing campaign AI review: Get intelligent feedback on your campaign content before submission to improve approval chances
Registration methods (quick overview):
Using the web interface [#using-the-web-interface-stage-3-create-and-register-campaigns]
- Log in to your Infobip account
- Go to Channels and Numbers > Tools & Compliance > US Sender Registration
- Select the Campaigns tab
- Select Create Campaign > Select Toll Free Number > Select Create Campaign
- Select your toll-free number and brand
- Complete the campaign form:
| Field | Required | Details |
|---|---|---|
| Campaign name | Required | Descriptive name for your program |
| Campaign summary | Required | Purpose of your campaign |
| Monthly volume estimation | Required | Expected message volume per month |
| Use case | Required | Must match your campaign summary and call-to-action |
| Opt-in methods | Required | Select all that apply: verbal consent, online consent, keyword, or IVR |
| Opt-in file | Required | Screenshot or PDF showing the user opt-in process. Supported: .pdf, .png, .jpeg (max 1 MB) |
| Example message | Required | Sample message sent after opt-in. Must include brand name or product description. Include HELP and STOP instructions at least once every 30 days. (Max 1,000 characters) |
| SMS terms and conditions URL | Optional | Link to your SMS terms and conditions |
| SMS privacy policy URL | Optional | Link to your SMS privacy policy |
| Contact email addresses | Required | Infobip uses this for campaign updates, certifications, and audits (for example, contact@example.com) |
| Application and entity | Optional | CPaaSX customers only. Connects an application and entity for invoicing and reporting. |
| Additional comment | Optional | Any other relevant information about your campaign (max 500 characters) |
- Select REGISTER CAMPAIGN
- Infobip compliance team reviews (1 to 3 business days)
- Campaign is submitted to provider for TFN verification
- Campaign goes live once approved
Using the API [#using-the-api-stage-3-create-and-register-campaigns]
Use the Campaign Registration API to create campaigns programmatically:
See the API reference for request/response schemas.
Timeline: 1 to 5 days from submission to activation
For toll-free campaign technical details, see:
Understanding toll-free: Campaign approval workflow and verification details
Campaign statuses during approval [#campaign-statuses-during-approval-stage-3-create-and-register-campaigns]
Your campaign moves through these statuses as it is reviewed:
| Status | Meaning | What's happening |
|---|---|---|
| Draft | Campaign being created | You are filling out campaign details |
| Submitted for review | Awaiting Infobip review | Infobip compliance team is screening your campaign (1 to 3 days) |
| In review | Active review by Infobip | Infobip is validating content and TFN requirements (1 to 2 days) |
| Submitted | Sent to provider for verification | Your campaign is under provider review and TFN verification |
| Registered | Approved and TFN verified | Campaign is approved; you can start sending |
| Rejected | Not approved | Campaign did not pass compliance; see Handling rejections in Understanding toll-free |
| Appealed | Rejection appealed | Your appeal is under re-review |
| Deregistered | Previously approved, now inactive | Create a new campaign to resume sending |
Stage 4: Configure voice features (optional)
If you are using your toll-free number for voice communication, you can optionally configure voice-specific features like CNAM (Calling Name Delivery) and E.911 (Emergency Services).
For complete details on configuring these features, see Understanding US voice number features.
Stage 5: Start sending messages
Once your campaign is approved and TFN verified, you can send messages through your toll-free number.
Sending using the web interface:
- Log in to your Infobip account
- Go to Broadcast
- Choose SMS
- Define your recipients (upload list, manual entry, or segment)
- Select your toll-free number
- Enter message content
- Select Continue to preview
- Review and click Launch
Sending using the API:
Use the SMS API to send messages programmatically:
See the SMS API reference for full request/response details.
Best practices:
- Start with a small test batch to verify delivery
- Respect opt-out requests immediately
- Keep accurate records of opt-ins for compliance
- Monitor inbound message volume and response times
Troubleshooting
| Issue | Cause | Resolution |
|---|---|---|
| Brand registration rejected | Incorrect business information or mismatched details | Verify all information matches official business records, update brand with correct details, and resubmit. See Understanding brands. |
| Campaign not approved | Message sample violates compliance rules | Review message against USA SMS compliance requirements, update message sample, and resubmit. |
| TFN not verified (error 488) | TFN verification incomplete | Check campaign status is "Registered" and verify TFN Verified status is showing. Wait 1 to 2 hours if just approved. Contact support if still not showing after 24 hours. See Handling error code 488. |
| Messages not sending | Campaign not yet active, or number reputation too low | Check campaign status is "Registered" and verify opt-in consent for all recipients. Contact support if the issue is reputation-related. |
| Low delivery rates | Recipient carriers filtering messages, or reputation score dropping | Review USA SMS compliance requirements, ensure valid opt-ins, and check carrier feedback in logs. |
| Slow campaign approval | Campaign content unclear, or verification backlog | Contact Infobip support with your campaign ID. They can escalate with carriers. |
Understanding toll-free
Review TFN verification requirements and campaign approval workflow.
USA SMS compliance requirements
Monitor CTIA standards and carrier compliance to maintain deliverability.
Toll-free throughput reference
Check carrier limits and message queuing behavior as you scale.
Learn moreUnderstanding toll-free. Toll-free concepts and verification details
Understanding brands. Brand creation and management
Understanding campaigns. Campaign concepts and creation
USA SMS compliance requirements. TCPA consent and opt-out rules
USA messaging content requirements. Message format and content rules