Trust Center Verification (United States)

Created by Belinda Henry, Modified on Fri, Jul 7, 2023 at 2:55 PM by Belinda Henry

Carriers are becoming increasingly sensitive to spam and AUP enforcement when it comes to SMS and Calls. To keep spamming in check and to protect the end customer (leads/contacts) they have created various regulations & compliance frameworks.

Trust Center (Available only for businesses in the US) provides products that can improve customer engagement through brand recognition.

Without completing the Trust Center Verification the account will fail the A2P-10DLC/SHAKEN-STIR requirements needed to stay in touch with your clients and prospects.. This can have expected effects such as:

Contacts/customers not receiving SMS Messages
Phone Calls showing up as "SPAM LIKELY"
Receiving SMS Messages with "Report as Junk"
Twilio Error Code 30007

Completing Your Business Profile Prerequisites

The first step to initiating the Trust Center Verification is to complete your Business Profile and Authorized Representative sections within your Business Profile.

This can be found by going to Settings > Business Profile

The following fields need to be filled out to move forward with Trust Center Products.

Business Table	Legal Business Name Business Physical Address (Street Address, City, State/Province/Region, Postal Code, Country) Business Type (Sole Proprietorship/Partnership/Corporation /Co-Operative/LLC/Non-Profit) Business Registration Number/Tax EIN (this is preferred) and Type (DUNS or Business License) Industry Website Regions of Operations
Authorized Representative (Your information as the business owner)	Name Email Title Phone Number Job Position (Director/VP/GM/General Counsel/CEO/CFO)

If you have a US entity or an International Tax ID, use EIN to register your business profile and to avoid brand registration failures.

NOTE: Do not use a DUNS number in place of your EIN

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Create a Business Profile in Trust Center

Within the Trust Hub, create your Business Profile. This step validates your customer's business identity. NOTE: You will only need to do this once.

Please fill in the following information:

Under General Information: The Legal Business Name

Under Business Physical Address: The Business Address

Under Business Information: The Business' identity, the Business type, ID, industry, website URL, and region information

Under Authorized Representative: The Point of Contact details for the Business. Generally this is the business owner or the manager.

The submission may take up to 72 hours for approval. Make sure to review your business profile information before submitting it.

If any of the required information is missing before submission you will receive an error message and you will not be able to move forward.

Click on the "Update Business Profile" to directly move to the Business Profile page and update the missing fields.

Once all the details are filled in, visit the Trust Center and click on "Submit for Review", it will process and submit the registration details.

The status will be changed to "In-Review" and you will get a confirmation that "Your profile has been successfully submitted".

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A2P 10DLC Registration

Once and only after your business profile has been approved: Register your Business Profile for A2P 10DLC capabilities by creating a US A2P brand. This step will register the business for US A2P10DLC capabilities.

This guide will follow step-by-step for the A2P 10DLC Registration.

Check the media images then click the corresponding steps in this guide.

Click on the "Start Registration" Button.
Check the brand registration details and click “Next”.

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Fill in all the required fields for Campaign Registration

The next few steps would be to feed in all the required details around Campaign Registration.

Step 1 - Select the Campaign Use Case and enter a description for the same.

Select "Low Volume Mixed" -

NOTE: it is not recommended to use any other category. The description should be 2-3 sentences describing the various use cases.

Step 2 - Fill out the Campaign use case description.

Here is an example of what should be put into the campaign use case description:

The campaign sends notification messages for one-time login passcodes, event reminders, and various other customer subscribed updates. Secondly, the campaign is used for transactional communication between the business and the customer where the customer has initiated the communication. Lastly, the campaign may include some promotional messages sent to exclusively double-opt-in customers.

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Provide Production “Sample Messages”

Providing TWO Production Sample Messages is an integral part of succeeding in the A2P10DLC registration.

NOTE: It is integral that you follow the tips listed below as they are an important clarification on precisely how to breeze through the verification.

Here are some tips and examples of “Sample Messages”

Ensure consistency in brand, website, and sample messages.
Use cases must be in line with the "mixed" method you selected.
Consistency in email domain and company name for messages and brand profile.
The website, if a link is included, must be valid and working.
Submit messaging only for the brand you are registering.
Do not submit registration for more than one business across all of Twilio. In other words, do not use the same business information in multiple sub-accounts.
If your messages are to include merge tags include those by enclosing them in [brackets] such as: [customer.first_name]

Best Practice	Examples
Consistency in brand, website and sample messages	If your brand name is Acme, your website is www.acme.com, but your sample messages say “Here’s your one-time passcode for logging into www.contoso.com ”, your campaign will be rejected WHY? the second url is not consistent with the brand and will look like spam
Consistency in sample messages and use cases	If you register a marketing campaign, but sample messages say “Here’s your one-time passcode: 123456”, your campaign will be rejected WHY? This is not a complete message, for the sample message you should have more information like the business name along with the code
Consistency in email domain and company name	If you register a brand as BigBusiness Inc, but you provide an email address with the Gmail domain names, your campaign will be rejected. *Note that this check only applies to large, well-known corporations that should have dedicated email domains.
Make sure you submit real, working websites	If you indicate that your customers opt-in to your messages via the website, but provide a website address that does not function, your campaign will be rejected. WHY? Your website should be live and active
Make sure the brand you register is the actual brand that you’re sending messages for	For ISV customers, if you register a brand with your own company’s information (e.g. a company that provides tech for dental offices), but end up sending messages for your customers (e.g., individual dentist practices), your campaign will be rejected WHY? You must send messages consistent with your own business marketing.
Make sure you create as few duplicative brands and campaigns as possible	Excessive brands with the same EIN and excessive campaigns with the same campaign attributes may be seen as high-risk and may result in campaign rejection
If you wish to send templated messages, please make sure to indicate the templated fields in sample messages with brackets, to help reviewers better identify which parts are templated	For example, please write “Dental check due for [Mary Doe], Visit [www.contoso.com] to schedule an appointment or call [123-456-7890]” WHY? This helps them better understand the type of messages that will be sent in this campaign

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Provide Details Around End-user Consents and Opt-ins

Next, provide the details around the SMS Recipients Consents and Opt-ins. .

Next, we will submit your end-user consent and opt-in information. Please be aware that this component is critical in your approval, so we highly recommend you follow these guidelines:

Make sure consumer opt-in is collected appropriately (Your SMS recipients MUST opt-in and specifically give your business permission to text them)
Make sure opt-in language is available on your website if you indicated in the “message flow” field that a consumer opts into your campaign on your company website.
We recommend having opt-out language in at least one of your sample messages.

Opt-Out added to the end of your messages: Reply STOP to opt-out

Best Practice	Examples
Make sure consumer opt-in is collected appropriately	If you indicate you collect opt-in via text messages, but your sample messages say “Hi, is this the owner of 123 Oak street? I’d like to discuss how I can help you sell your property”, it is clear that you have not collected appropriate consent before sending messages and your campaign will be rejected. WHY: This clearly indicates that this is a lead generation text and the recipient DID NOT opt-in to receive this or any messages.
Make sure opt-in language is available on your website if you indicated in the “message flow” field that a consumer opts into your campaign on your company website	If your brand Acme uses its website, www.acme.com, to collect phone numbers but your website does not contain opt-in language such as “By providing your phone number, you agree to receive text messages from ACME. Message and data rates may apply. Message frequency varies.”, your campaign will be rejected. WHY? You must have aa crystal clear opt-in form where they agree to receive messages from your business
We recommend having opt-out language in at least one of your sample messages	For example, please consider adding language such as “Reply STOP to opt-out” in one of your sample messages WHY? Having an easy way for recipients to opt-out is required

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A2P10DLC Registration Completed

Registration is completed!

Once you hit "Submit" your registration will be completed. Please be aware it may take 5-7 business days for the registration to be processed.

If for some reason the registration takes longer than 7 business days please reach back out via our LiveChat Support and we will help escalate it to our Admin and Telephone team.

The Business Profile is approved and the Brand is submitted with a Pending Approval status.

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To Complete SHAKEN / STIR Trusted Calling (Voice)

Robocalls and caller ID spoofing have become a serious problem in recent years, with the FTC estimating that Americans received 40.7 billion robocalls in 2019 alone. The Federal Communications Commission (FCC) created the protocols in response to the growing problem of illegal robocalls. As a result, carriers have been forced to implement authentication protocols.

SHAKEN/STIR is a set of protocols designed to authenticate caller ID information and verify that it is coming from a legitimate source. The protocol works by using digital certificates to validate the caller's identity. When a call is made, the caller's identity is verified through these certificates, which are then stored in an online database. This ensures that when someone receives a call, they can trust that it is coming from who they think it is.

Firstly, click "Enable Trusted Calling" then you can begin the registration process.

In order to ensure your calls do not show up as "SPAM Likely" we highly recommend you complete the Voice component of your brand registration. This is called "SHAKEN/STIR Trusted Calling" and will help to deliver voice calls without being flagged by the carrier or device.

Firstly, please click "Enable Trusted Calling" under the SHAKEN/STIR Trusted Calling (Voice) block.

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Register Friendly SHAKEN/STIR Name

Enter a friendly name for the profile, confirm the authenticity, and click Submit.

PRO TIP: It is recommended to keep it short and simple - remember it must fit on a standard mobile device screen.

The last step in your registration is to submit SHAKEN/STIR for your business-friendly name.

The “friendly business name” should not include:

Business Designations (such as LLC, Inc., etc.)
Punctuation or special characters of any type

Once complete your registration is going to take up to 4 business days.

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Trust Center Verification Pending

Recently Submitted (Less Than 7 Days)

If the Trust Center Verification was submitted less than 7 days prior, you will need to wait the full 7 days per step before submitting a ticket to platform support.

Please wait the full 7 business days before we can raise a ticket for the extended delay in registration.

At this point, we are unable to perform any further action as it is up to the carrier (Twilio) to complete the approval process.

Extended Delay (Greater Than 7 Days)

Occasionally, Trust Center Verification may take longer than 7 days. This is usually caused by a hang-up in the system.

Some common causes:

Mismatched Business Profile details compared to what was submitted for verification.
Incomplete Business Profile details
Utilizing a DUNS number instead of the recommended EIN

In the case that verification takes longer than expected (in any step), it is recommended to contact support through LiveChat or submit a support ticket.

Please let us know that your A2P 10DLC registration is taking longer than 7 days and you need help.