Request for Status Update on Toll-Free Number Verification – cs-mms-notification-engine-shared

Question

Hello Azure Support Team,

I’m writing to request a status update regarding the verification of our toll-free phone number submission.

We submitted the toll-free number for verification on February 24 along with all required regulatory documents. However, the request is still showing “Verification in progress.”

Details:

Service Name: cs-mms-notification-engine-shared

Subscription ID: b417d4-73-40-83-de7d8932****

Number: +18334895***

Submission Date: February 24

Additionally, we previously had a verified toll-free number, but it was accidentally deleted, there was no way for us to undo that action and we had to start new application from scratch.

Our production application depends on this functionality for over 3,000 users, so we would greatly appreciate any update on the verification status or an estimated timeline for completion.

Please let us know if any additional information is required from our side.

Thank you for your assistance.

Answer 1

Hi @Mehul Kothari ,

Thank you for reaching us regarding the issue.

The “Verification in progress” status for your toll‑free number submission in Azure Communication Services is expected behavior after an application is submitted, as Microsoft forwards the request to downstream toll‑free messaging aggregators and mobile carriers for compliance review, during which the application cannot be edited or expedited from the Azure portal and updates are shown only under Regulatory Documents. Microsoft states that the end‑to‑end toll‑free verification process typically takes 5–6 weeks and can extend to up to 8 weeks during periods of high carrier review volume. Additionally, toll‑free verification is tied to the specific phone number, so if a previously verified number is deleted, the approval cannot be restored and a new verification submission is required for any newly acquired number.

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

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