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Azure SMS toll-free number verification rejection

Johann Waltberg 0 Reputation points
2024-08-30T18:40:44.8+00:00

Hi,

I need help with getting my toll-free number verified. I have submitted the regulatory documents for verification, and my application was rejected with the reason "546 - invalid information - can't validate url - website is not accessible / not available". I have provided three urls in the application: The website portal where users can log in to sign up for SMS notifications (along with the credentials to log in to that portal), and two OneDrive links to screenshots showing the opt-in messages during the signup process (accessible to anyone with the link, verified with a private browser window).

I have verified all three of these urls work every day while the application was pending, and they are still online and working now. I don't know which url they were having issues with, or what else I could do to get this application approved. I looked into submitting a support request to Azure, but apparently that is a paid service that I do not have access to.

Just for some additional background - this is for a private non-commercial system for my local neighbors to monitor their water tanks and water level in our shared spring. I'm funding it out of my own pocket for the befit of our rural community and is not for use by any company, so I'm trying to keep costs down as much as possible. I don't actually need a toll-free number, but as far as I know Azure only allows sending automated texts from toll-free numbers currently, so I have to go through this process. The verification application seems to assume you are applying as a company though and does not allow for the possibility of a private individual using the number for a non-commercial application, which may be part of the problem.

My application has now been rejected twice, for the same reason and with identical messages. The first rejection was valid, I had inadvertently shut down my web server VM without realizing, so they would have been unable to access the portal. However I turned it back on and verified everything is accessible before resubmitting the application, so I believe the second rejection was in error. Do I just resubmit the same application again, or what could I do differently? Is there a way to get in touch with someone at Azure to look into this without having to pay for a support agreement? Thank you!

Azure Communication Services
Azure Communication Services
An Azure communication platform for deploying applications across devices and platforms.
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  1. ajkuma 27,026 Reputation points Microsoft Employee
    2024-09-02T04:44:27.7566667+00:00

    Johann Waltberg, To better assist you on this, could you please let us know if you are referring to ACS SMS functionality? or something else.

    You may file a (free) support ticket with our Azure subscription support team, to create an Azure support request. Select Subscription Management for the issue type.

    Checkout this FAQ:  How do I submit a support request if I can't sign in to the Azure portal?

    call the customer service number for your country/region.

  2. Johann Waltberg 0 Reputation points
    2024-09-28T00:24:10.1566667+00:00

    I was finally able to get my phone number approved. Microsoft granted me a one-time free technical support token, and I worked with a support agent to resolve the issue.

    Ultimately, we found that using the web portal URL for the system in the Company URL was the reason for the denial. They needed a website that is publicly linked to one or more real people for accountability purposes. The agent suggested creating a Facebook Group for the system and using the URL for that as the Company URL.

    I resubmitted the application with the Company URL set to the Facebook Group public URL, and after a few days the application was approved.

  3. ajkuma 27,026 Reputation points Microsoft Employee
    2024-09-30T09:20:53.14+00:00

    Following-up from the comments, to benefit the community summarizing the discussion.

    Scenario: Azure SMS toll-free number verification rejection

    Cause: Using the web portal URL for the system in the Company URL was the reason for the denial

    As confirmed by  Johann Waltberg (Much appreciated):

    Solution: Resubmitted the application with the Company URL set to the Facebook Group public URL, and after a few days the application was approved.

    Please click Accept Answer - it will benefit the community to find the answers quickly.

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