In US SMS land, your business number is treated as 10DLC (10-digit long code) regardless of whether it looks local or toll-free. Run a Call handles the 10DLC registration through the standard A2P 10DLC flow.
The registration flow (same for local and toll-free)
Brand submission
Your business identity (name, EIN, address) is submitted to the carrier vetting process.
Campaign submission
Your use case (customer service, appointment notifications, etc.) is submitted alongside the brand.
Carriers vet
Verizon, AT&T, T-Mobile each review.
Approved
Your account can send SMS to customers on those networks.
This is the same process for any business number you use for SMS in Run a Call.
Where to check status
Settings → Phone → Messaging. The status shown reflects the current state of your Brand + Campaign:
| Status | Meaning |
|---|---|
| Not started | No submission yet |
| Brand pending / Brand approved | Brand vetting in progress / complete |
| Campaign pending / Campaign approved | Campaign vetting in progress / complete |
| Active | Ready to send |
Typical timeline: 24–72 hours from submission to Active once the brand info is correct.
What if it's stuck in pending
Most stuck registrations come down to:
| Cause | Detail |
|---|---|
| EIN / address mismatch | The IRS records your address one way and you typed it another (e.g. Boulevard vs. Blvd). Carrier vetting is strict about matching. |
| Brand name / Campaign description mismatch | They need to tell the same story about what your business does |
| High-risk use case | Certain industries (e.g. financial services without proper consent flow) get extra scrutiny |
If status has been pending for 5+ business days, contact support — the team can resubmit with corrected info.
What if it's rejected
Rejection reasons appear on the Messaging settings page. Common ones:
| Rejection | Likely cause / fix |
|---|---|
| Brand not verified | Typically EIN/address mismatch — fix and resubmit |
| Campaign too vague | Description didn't include specific opt-in language. Contact support to resubmit with clearer language. |
| Industry restriction | Some industries can't use carrier-vetted 10DLC |
What about toll-free verified registration
There's a separate "toll-free verified" registration program that some businesses use for messaging from 800/888-style numbers. Run a Call handles 10DLC; if your specific number is toll-free, the same registration covers it (it's not a separate process from your end).
If you're being specifically asked to do "toll-free verification" by a carrier rep, contact support — that's an upstream conversation we can help mediate.
After approval
Once your status is Active:
| What works |
|---|
| All automatic SMS (status changes, reminders) start flowing |
| Manual SMS from the Messages page works |
| Customer replies route back into the Messages inbox |
Failed-send attempts during pending status do not auto-retry once you're approved — those messages are lost. Plan around it.