Resolving messaging issues with toll-free numbers

  • Updated

In this article, you will learn how to resolve a potential problem when sending text messages using toll-free numbers.

When sending text messages from your toll-free number, you may experience an error that prevents your recipient from receiving the message. This issue may be the result of recent changes adopted by major carriers across North America designed to protect consumers from spam messages.

You can help resolve this issue using the following methods:

  • Changing your Workiz number from a toll-free number to a local number
  • Registering your phone number

We strongly recommend you use both options: Temporarily changing your Workiz number while your toll-free number is being verified.

Changing your Workiz number

Using a local number instead of a toll-free number as your primary number will resolve your issue immediately.

If you already have a local phone number on your Workiz account:

  1. Open your Numbers page
  2. Hover over the local number you want to use and select Make primary
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If you don’t have a local phone number, you may purchase an additional number and assign it as your primary number. To learn more about purchasing a new Workiz number, please see this article.

Registering your phone number

If you would prefer to keep your existing toll-free number, you also have the option to verify your number.

How long it takes

It may take a few business days for your number to be verified.

How to register

To register your phone number, please provide the following information to our chat support team:

  1. Business name
  2. Business website
  3. Business address
  4. Country
  5. Business contact name
  1. Business contact email
  2. Business contact phone
  3. Toll-free numbers to be registered
    Note: Register up to 5 toll-free numbers.
  4. 'Contact us' page URL
    Note: See next section for relevant requirements.

Criteria for acceptable opt-in form

The URL you provide in Step 9 must lead to a page on your website where clients can provide express consent to receiving text messages from your business.

Your disclosure must include the following:

  • Checkbox that clients must select to opt in (cannot be preselected)
  • Description of the messages you may send
  • Fee disclosure (i.e., "Message and data rates may apply")
  • SMS delivery frequency
  • Opt-out instructions (i.e., "Text STOP to cancel")
  • Link to privacy policy describing how opt-in data will be used
  • Link terms of service or terms and conditions

 By checking this box, I agree to receive text messages regarding future services from {Business Name}. Messaging frequency varies based on requested service. Message and data rates may apply.

I also agree to the Privacy Policy and Terms and Conditions, which can be found at {Link to Privacy Policy} and {Link to Terms and Conditions}.

Text "STOP" to cancel at any time.

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