---
"@context": https://schema.org
"@type": TechArticle
"@id": https://www.twilio.com/docs/api/errors/30486#article
headline: "30486: Toll Free verification rejection - HELP keyword response must meet requirements"
url: https://www.twilio.com/docs/api/errors/30486
inLanguage: en
dateModified: 2026-09-14T16:28:48.000Z
author:
  "@type": Organization
  name: Twilio Developer Education Team
publisher:
  "@type": Organization
  name: Twilio
---

# 30486: Toll Free verification rejection - HELP keyword response must meet requirements

Log Type: TWILIO

Log Level: ERROR

## Description

The Toll-Free phone number verification submission has been reviewed and it was rejected. Messaging traffic on this Toll-Free number is blocked until it's verified.

Verification is one component of ensuring A2P SMS is used by businesses in a legal and compliant manner. The review process looks at the business sending messaging (not the software powering it), the use case, sample content, the web presence, the opt-in/consent collected and associated website terms and privacy policies.

### Possible causes

The HELP keyword response provided in your submission does not meet compliance requirements. Common issues include:

* Missing customer contact details (phone number, email, or website)
* Missing your business/brand name
* Incomplete or unclear support information
* Non-compliant formatting or content

### Possible solutions

* Update your HELP response to include:

  * Your business/brand name
  * Customer contact details (phone, email, or website)
  * Clear instructions for getting assistance
  * Hours of availability (if applicable)
* Include a "Message and data rates may apply" disclosure and opt-out instructions, such as "Reply STOP to opt out".
* Ensure the response is sent automatically when a consumer texts HELP.
* Ensure the response is concise yet complete

### Additional resources

* [Toll-Free Verification Onboarding Guide](https://help.twilio.com/articles/13264118705051)
* [Why was my Toll Free Verification Rejected?](https://support.twilio.com/hc/en-us/articles/9321443984155-Why-Was-My-Toll-Free-Verification-Rejected)
* [Toll-Free best practices](https://support.twilio.com/hc/en-us/articles/360038172934-Information-and-best-practices-for-using-Toll-Free-SMS-and-MMS-in-the-US-and-Canada)