This article details the application process for partners using toll free numbers. Click here to if you're if you're signing up for a short code.
The application process for a short code requires much of the same information as a toll-free number, but there are stricter requirements. Action Network recommends short codes for large organizations sending more than 500,000 messages a day. While you can get approved for a toll free number within a week in most cases, you should expect your short code application process to take a minimum of 3 months, but it can take up to 6 months. For this reason, please plan to begin this process far before you expect to need the number.
When you start your application for a short code, someone on our team will hop on a call with you to walk through all the requirements for the application. We'll explain what each requirement means and how to best set everything up to be in compliance. The short code application process requires your active participation.
Before signing up for Mobile Messaging, make sure your organization has been organized into a legal entity with an EIN (or CCN in Canada). You will also need a website for your organization and a publicly available privacy policy posted on that site. We cannot submit applications without this. Click here if you need a template for a privacy policy that is compliant with Twilio and carrier requirements. Note that Action Network cannot provide guidance on how to write a compliant privacy policy.
Action Network will need the following information to submit your application:
- Current short code and mobile messaging service (if you are migrating to Action Network)
- Organization/Campaign name
- Organization/Campaign website
- Organization Address (street, city, state, country)
- First and Last Name of Authorized Representative of your organization (must be reachable by email and phone)
- Email address of Authorized Representative
- Phone number of Authorized Representative
- SMS campaign customer care information
- SMS campaign frequency
- Description of the kinds of messages your program will send
- Sign up style (webform, in person, etc.)
- Three example messages
- Letter of Authorization (if you are migrating to Action Network)
- Link to your privacy policy AND terms of service
- Call to action mock up
In addition to this, we will need to know if you want to pay quarterly or yearly. If you pay yearly, you will receive a $1,000 discount on your number. If you're migrating your number, your cost for the first year will vary. We will let you know how much this will be before you pay, but it is almost always less than the standard price. Click here to see more about pricing.
There is a one time $1,500 application fee to handle this application. There is also an additional $500 fee if you'd like to add MMS capabilities to your short code. While you can add MMS later, Action Network recommends adding MMS at the start of the application process. If you add it later, you will need to wait another 3-6 months as carriers treat it as a new application.
Note that for short codes, you need both a privacy policy and terms of service/terms and conditions. The privacy policy explains to activists how you will use their data. The terms of service/terms and conditions explain how often you'll be sending messages, as well as how people can get help or unsubscribe.
You will need to use very specific language for important keywords. These are listed below:
- JOIN/JOINTEST or any other testing keyword: [Campaign name]: Welcome! We'll send you news and updates about our organization! Message frequency varies. Message and Data Rates May Apply. Text HELP for help, STOP to cancel.
- HELP: ORGANIZATION: More help at organization@email.com and [toll free number]. Msg freq varies. Text STOP to cancel.
- STOP: You are unsubscribed from [Campaign name]. No more messages will be sent. Text HELP for help or call [toll free number].
Short codes require that you have some sort of way for people to receive customer care information. This is usually an email address of a toll free number users can reach out for assistance with any issues they are having with the campaign.
Finally, short codes require additional data processing text to be compliant with carrier requirements. You will need to add a link to your privacy policy and terms of service/terms and conditions. You will also need to include the following language to all forms where you collect mobile opt ins:
- Message and data rates may apply. Reply STOP to stop. Reply HELP for help. Message frequency varies. Messages include updates, opportunities to donate, and news about our work.
You can see an example of a compliant opt-in checkbox here:
Most issues with short code applications come from non-compliant opt-in pages or issues with parts of your privacy policy and terms of service/terms and conditions. You should expect to make changes to your privacy policy and terms of service/terms and conditions. This will require several rounds of edits and changes until carriers are satisfied they meet their standards.