To complete Calling & Messaging Compliance verification for the United States and Canada, your business website should include a valid Privacy Policy and Terms of Service page.

These pages help compliance providers and carriers verify your business, understand how communication data is handled, and review how customers agree to receive communications.

Missing, inaccessible, or conflicting information may delay verification and limit your calling or text messaging reach.

Before submitting your policies

Make sure both pages:

• Use direct and valid https:// URLs.

• Are live and publicly accessible.

• Can be viewed without signing in or downloading a file.

• Apply to the same business and brand submitted for verification.

• Contain current and consistent information.

• Are easy to find on your website, preferably through the website footer.

• Do not redirect to unrelated websites or policies.

Your both Privacy Policy and Terms of Service should be hosted on the same domain as your business website.

Privacy Policy requirements

Your Privacy Policy should clearly explain:

• What personal information your business collects, including phone numbers.

• How that information is used.

• How phone numbers may be used for calls and text messaging.

• Whether information is shared with service providers or other third parties.

• How customers can contact your business with privacy-related questions.

• That mobile numbers and text messaging consent are not shared with third parties or affiliates for marketing or promotional purposes.

Mobile information disclosure

Your Privacy Policy should include a clear non-sharing statement. You can adapt the following example:

Avoid wording that suggests mobile phone numbers or text messaging consent may be sold, transferred, or shared with affiliates, lead generators, marketing partners, or unrelated businesses.

If another part of your Privacy Policy explains that personal information may be shared with third parties, make it clear that mobile phone numbers and text messaging consent are excluded from marketing or promotional data sharing.

Additional text messaging information

If your business sends text messages, the Privacy Policy should also explain:

• The types of text messages customers may receive.

• Expected message frequency or that message frequency may vary.

• That message and data rates may apply where applicable.

Recommended Privacy Policy wording

Calling and Text Messaging Communications

We may use the phone number you provide to contact you regarding [describe the communication, such as account updates, order information, appointment reminders, customer support, or promotional offers].

For text messaging, message frequency [varies / may be up to X messages per month]. Message and data rates may apply where applicable.

We do not share, sell, rent, or provide mobile phone numbers or text messaging consent information to third parties or affiliates for marketing or promotional purposes.

Terms of Service requirements

Your Terms of Service should include a clearly labelled section covering your text messaging program.

The section should include:

• Your business or brand name.

• A description of the text messages customers may receive.

• Expected message frequency or a recurring-message disclosure.

• Customer support contact information.

• A link to your Privacy Policy.

• The statement “Message and data rates may apply” where applicable.

• Instructions for unsubscribing.

• Instructions for getting help.

• An appropriate carrier liability disclaimer.

Instructions and disclosures may differ depending on the text messaging channel being used.

Recommended Terms of Service wording

Text Messaging Communications

[Brand name] provides text messaging communications for [describe the types of messages, such as order updates, appointment reminders, account notifications, customer support, or promotional offers].

Message frequency [varies / may be up to X messages per month]. Message and data rates may apply where applicable.

For carrier-based text messaging, reply STOP to unsubscribe or HELP for assistance. You can also contact us at [support email address or phone number].

For carrier-based text messaging, carriers are not liable for delayed or undelivered messages.

Other text messaging channels may provide their own unsubscribe and support options.

For more information about how we handle personal information, please review our [Privacy Policy link].

Common verification issues

The policy URL is missing, incorrect, or inaccessible

The submitted URL may be empty, misspelled, broken, password-protected, or redirect to an unrelated page. The policy may also require a login or file download.

How to resolve it:
Provide a direct https:// link to the correct policy page. Open the URL in a private browser window and confirm that it can be viewed without authentication.

Do not provide only your website homepage.

The policies do not match the submitted business

The company or brand name shown in the policies differs from the business submitted for verification. The contact information, website branding, or business description may also be inconsistent.

How to resolve it:
Make sure your website, Privacy Policy, Terms of Service, business name, branding, and support details consistently identify the same company.

The Privacy Policy does not clearly protect mobile information

The policy may not explain how phone numbers are used, may be missing the mobile information non-sharing statement, or may contain conflicting information about third-party marketing.

This may also happen when the website contains multiple Privacy Policy pages with different information.

How to resolve it:

• Explain how phone numbers are used for calls and text messaging.

• Add the mobile information non-sharing statement.

• Remove or update conflicting third-party marketing language.

• Keep one clearly identified and current Privacy Policy.

The Terms do not include the required text messaging disclosures

The Terms page may exist but does not describe the text messaging program or include information about message frequency, potential charges, customer support, unsubscribing, or getting help.

How to resolve it:
Add a clearly labelled Text Messaging Communications section with the disclosures required for the channels your business uses.

For carrier-based text messaging, include STOP and HELP instructions, message frequency, potential message and data charges, and the carrier liability disclaimer.

The consent experience cannot be verified

The consent statement may be missing, unclear, hidden behind a login, or inconsistent with the communication described during verification.

How to resolve it:

• Clearly explain what the customer is agreeing to receive.

• Identify the business or brand.

• Make consent optional and use an unchecked checkbox.

• Display the required disclosures and policy links.

• Provide publicly accessible evidence if the consent experience cannot be reviewed directly.

Consent is bundled or shared

Consent may be required to create an account, complete a purchase, or use a service. The policies may also suggest that consent can be transferred to affiliates, partners, lead generators, or other businesses.

How to resolve it:
Make communication consent optional, separate it from unrelated agreements, and collect it specifically for the business that will contact the customer.

The policies suggest third-party lead generation

The Privacy Policy or Terms may indicate that phone numbers or text messaging consent can be bought, sold, transferred, or used for affiliate or third-party lead generation.

How to resolve it:
Remove prohibited third-party marketing or lead-generation language.

If this reflects the actual business model, changing the policy wording alone may not make the use case eligible for verification.

After updating your policies and consent experience

Open both policy URLs and any public consent pages in a private browser window. Confirm that they are accessible, current, and consistent with your submitted business information.

Once everything has been updated, return to Outcraft and resubmit your company information for verification.

Need help?

If you experience any issues while updating your policies or completing verification, contact our Support team. We’ll help you understand the issue and identify the next steps.