Shane Dougherty • Sep 23, 2022

If your church uses Twilio, you likely received an email from them notifying you that (1) all new toll-free numbers require verification effective May 15, 2022 and (2) all existing toll-free numbers require submission for verification by Sept 30, 2022. If you have already verified your number(s) (unlikely), no action is required. If you have not yet verified your toll free number(s), please do so today. If you are unsure whether or not your numbers are verified, log in to Twilio and submit a support ticket asking them to check whether your number(s) are already verified or not.

If you do not verify your number(s), on October 1, 2022, messages sent via Toll-Free numbers will be restricted to the following messaging limits.

  • Daily limit: 2,000 messages
  • Weekly limit: 12,000 messages
  • Monthly limit: 25,000 messages

These limits aren’t applicable when a Toll-Free number has been submitted for verification and is in a ‘pending’ state or already verified.

Verifying your numbers has no additional charge (according to Twilio), but their documentation says the only way you can do it is by downloading a form and submitting it to Twilio support. More information, including the form and support link can be found here.

Reminder of a few best practices related to Twilio.

  • When using Twilio, TouchPoint recommends using Toll-free numbers over standard 10-digit, local numbers.
  • You should only use ONE toll-free number per SMS group in TouchPoint. Using more than one number per group could result in filtering by the carriers as well as additional fees.
  • Do not use shared (i.e. URL shorteners. TouchPoint automatically shortens URLs for you in an industry approved manner.