I have been waiting for over 30 days for my toll free verification with ACS

Question

I have been waiting for over 30 days for my toll free verification with ACS

Bman 20

Does anyone know if this is normal and why there is no update on my verification? Also, any recommendations on a different service to use for SMS while I want for toll free verification?

Aditya N 3,890 Reputation points Microsoft External Staff Moderator

2026-07-07T23:52:54.1866667+00:00

Hello @Bman

Thank you for reaching out Microsoft Q&A.

We need further information for troubleshooting, we have reached you out in private message.
Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-07-08T02:52:53+00:00
Hi @Bman

Thanks for reaching out about your toll-free verification in Azure Communication Services. I understand how frustrating the wait can be—especially after 30+ days with no visible update.

This timeline is unfortunately normal. The verification process involves review by a third-party toll-free messaging aggregator and carriers, which typically takes 5-6 weeks and can extend to around 8 weeks during periods of higher volume. The status in the Azure portal often remains "Submitted" or "Verification in progress" for much of that time, with limited intermediate updates.

What you can do right now:1. Double-check your application in the Azure portal: Go to your ACS resource > Regulatory Documents. Look for any notes or issues (e.g., opt-in details, website proof, or sample messages). Incomplete information is one of the most common reasons for delays.

If you still don’t see any change or additional details, please reach out to us

Reference :

https://learn.microsoft.com/en-us/azure/communication-services/concepts/sms/sms-faq#toll-free-verification

https://learn.microsoft.com/en-us/azure/communication-services/concepts/sms/toll-free-verification-guidelines

https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/sms/apply-for-toll-free-verification

Kindly let us know if the above helps or you need further assistance on this issue.

Please "upvote" if the information helped you. This will help us and others in the community as well.
Aditya N 3,890 Reputation points Microsoft External Staff Moderator

2026-07-11T22:11:45.2666667+00:00

Hello @Bman

Please could you let us know if you had a chance to review the comment provided by my associate.
Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-07-14T03:38:44.6866667+00:00

Hi @Bman

Thank you for your positive response. We have reached out to you via private chat. Could you please share your availability and the required details? Once we receive them, we will arrange a call and work with you to resolve the issue as quickly as possible.

Looking forward to your response. Thank you!
Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-08-12T20:12:59.6833333+00:00
Hi @Bman

I hope you're doing well.

I'm following up to see if there are any updates from your side regarding the changes discussed during our recent review call for the Toll-Free verification application.

As discussed, the recommended updates included:

Updating the business name to exactly match the IRS/EIN documentation.

Revising the opt-in language to reference appointment-related text messages.

Separating SMS consent from the Privacy Policy/Terms acceptance.

Updating the use-case summary and opt-in description accordingly.

Refreshing the supporting screenshots and resubmitting the application.

Could you please let us know if these changes have been completed or if you need any further assistance from our side?

If the issue has been resolved and no further assistance is required, please confirm whether we may proceed with the closure of the support case at your convenience.

It has been a pleasure working with you, and we appreciate your cooperation throughout this engagement.

Answer accepted by question author

Praneeth Maddali 12,670 Microsoft External Staff Moderator

Hi @Bman

Thank you for the update.

I'm glad to hear that you have completed all the recommended changes, including updating the business name, revising the opt-in language, separating SMS consent from the Privacy Policy/Terms acceptance, and resubmitting the regulatory application. We also noted that the application has now moved into the Review stage.

As discussed, the required updates have been implemented and the application is currently progressing through the verification process. At this point, no further action is required from your side unless additional information is requested during the review.

Thank you as well for confirming that you are comfortable closing this support case while monitoring the application status. We will proceed with case closure accordingly.

Should you encounter any issues, require further assistance, or if the verification process does not progress as expected, please feel free to contact us and we will be happy to assist. The case can be reopened if needed.

Thank you for your patience and cooperation throughout this process. It has been a pleasure working with you.

0 comments

2 additional answers

Your answer

Aditya N 3,890 Reputation points Microsoft External Staff Moderator

2026-07-07T23:52:54.1866667+00:00

Hello @Bman

Thank you for reaching out Microsoft Q&A.

We need further information for troubleshooting, we have reached you out in private message.
Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-07-08T02:52:53+00:00

Hi @Bman

Thanks for reaching out about your toll-free verification in Azure Communication Services. I understand how frustrating the wait can be—especially after 30+ days with no visible update.

This timeline is unfortunately normal. The verification process involves review by a third-party toll-free messaging aggregator and carriers, which typically takes 5-6 weeks and can extend to around 8 weeks during periods of higher volume. The status in the Azure portal often remains "Submitted" or "Verification in progress" for much of that time, with limited intermediate updates.

What you can do right now:1. Double-check your application in the Azure portal: Go to your ACS resource > Regulatory Documents. Look for any notes or issues (e.g., opt-in details, website proof, or sample messages). Incomplete information is one of the most common reasons for delays.

If you still don’t see any change or additional details, please reach out to us

Reference :

https://learn.microsoft.com/en-us/azure/communication-services/concepts/sms/sms-faq#toll-free-verification

https://learn.microsoft.com/en-us/azure/communication-services/concepts/sms/toll-free-verification-guidelines

https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/sms/apply-for-toll-free-verification

Kindly let us know if the above helps or you need further assistance on this issue.

Please "upvote" if the information helped you. This will help us and others in the community as well.
Aditya N 3,890 Reputation points Microsoft External Staff Moderator

2026-07-11T22:11:45.2666667+00:00

Hello @Bman

Please could you let us know if you had a chance to review the comment provided by my associate.
Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-07-14T03:38:44.6866667+00:00

Hi @Bman

Thank you for your positive response. We have reached out to you via private chat. Could you please share your availability and the required details? Once we receive them, we will arrange a call and work with you to resolve the issue as quickly as possible.

Looking forward to your response. Thank you!
Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-08-12T20:12:59.6833333+00:00

Hi @Bman

I hope you're doing well.

I'm following up to see if there are any updates from your side regarding the changes discussed during our recent review call for the Toll-Free verification application.

As discussed, the recommended updates included:

Updating the business name to exactly match the IRS/EIN documentation.

Revising the opt-in language to reference appointment-related text messages.

Separating SMS consent from the Privacy Policy/Terms acceptance.

Updating the use-case summary and opt-in description accordingly.

Refreshing the supporting screenshots and resubmitting the application.

Could you please let us know if these changes have been completed or if you need any further assistance from our side?

If the issue has been resolved and no further assistance is required, please confirm whether we may proceed with the closure of the support case at your convenience.

It has been a pleasure working with you, and we appreciate your cooperation throughout this engagement.

Answer 1

Bman 20

Hello - Aditya and Praneeth I responded to your private message.

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Answer 2

Bman 20

Hello yes this answered my question. I still would like an update beyong "submitted". My regulatory docs has been in this state since 6/5/26. I am trying to run a business and need to understand how much long until this is approved. Can you please have someone reach out to me to provide a status. Thank you

0 comments