Azure Communication Services
An Azure communication platform for deploying applications across devices and platforms.
Toll-Free Verification submission stuck in Submitted status past the 8-week window
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Chris Collins
0
Reputation points
Hello,
I have a Toll-Free Verification application that has been sitting in the "Submitted" state for more than 8 weeks with no progress, no comments, and no requests for additional information from the downstream aggregator. Per current documentation the standard window is 5-6 weeks, extending to roughly 8 weeks during periods of high aggregator volume — so this submission is now past the documented timeline and I'd appreciate help getting it unstuck.
Some context:
- The submission was made in mid-April 2026
- The use case is internal operational messaging (dispatch and job assignment notifications) to field service technicians via a workforce dispatch platform — a business-to-employee flow, not consumer messaging, with consent collected through the employment and device-provisioning relationship
- All four of the newly required carrier fields (BusinessRegistrationNumber, BusinessEntityType, BusinessRegistrationType, BusinessRegistrationCountry) are populated on the application
- There is no "Update Application" prompt in the portal, indicating the submission is complete and current with carrier requirements I attempted to file a technical support ticket through the Azure portal, but the Problem subtype for toll-free verification issues deflects to this Q&A forum and does not allow ticket creation, even with an active Developer support plan — which is why I'm posting here.
Could a moderator please check on the downstream aggregator status for this submission, or surface any feedback that may not be visible in the Azure portal? I'm happy to provide the resource name, subscription ID, brief ID, and toll-free number through a private channel — please let me know the preferred path.
Thank you.
Azure Communication Services
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Golla Venkata Pavani 6,185 Reputation points Microsoft External Staff Moderator2026-06-16T20:36:53.0166667+00:00 Thank you for reaching out regarding your Toll-Free Verification application in Azure Communication Services.
According to official Microsoft documentation:
Your submission from mid-April 2026 has now exceeded the documented extended timeline, with no status change, comments, or requests for additional information.
Next Steps:
- Review in the Azure Portal Go to your Azure Communication Services resource > Regulatory Documents. Confirm:
- All required fields are populated (including BusinessRegistrationNumber, BusinessEntityType, BusinessRegistrationType, and BusinessRegistrationCountry).
- No "Update Application" prompt appears.
Since the application is past the standard window and the Azure portal provides limited visibility into the downstream aggregator review, email the dedicated team at: acstns@microsoft.com
Please include the following details in your email:
- Toll-Free Verification Application (Brief) ID
- Azure Communication Services resource name
- Subscription ID
- Toll-free phone number(s)
- Submission date (mid-April 2026)
- Confirmation that the application remains in Submitted status for more than 8 weeks with all fields complete and no updates requested
Reference:
https://learn.microsoft.com/en-us/azure/communication-services/concepts/sms/sms-faq#toll-free-verification
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/toll-free-verification-guidelinesKindly let us know if the above helps or you need further assistance on this issue.
Please "upvote" if the information helped you. This will help us and others in the community as well.
- Review in the Azure Portal Go to your Azure Communication Services resource > Regulatory Documents. Confirm:
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Golla Venkata Pavani 6,185 Reputation points Microsoft External Staff Moderator
2026-06-17T21:26:14.3666667+00:00 I'm just reaching out to see if your issue has been resolved or if you've had a chance to review my previous comment?
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Chris Collins 0 Reputation points
2026-06-17T21:39:58.56+00:00 Yes, I emailed them immediately yesterday after your comment - thank you!
All fields were populated and there is no update application prompt that I'm seeing in the interface. Haven't heard back yet from acstns@microsoft.com.
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Golla Venkata Pavani 6,185 Reputation points Microsoft External Staff Moderator
2026-06-17T22:22:00.13+00:00 Thank you for the update. Emailing acstns@microsoft.com was the right step, for Toll-Free Verification applications stuck in "Submitted" status beyond the standard timeline. The process normally takes 5–6 weeks and can extend to ~8 weeks during high aggregator volume. The team will now investigate the downstream status on their end. Continue checking the Regulatory Documents section in the Azure portal and your email (including spam).
Kindly let us know if the above helps or you need further assistance on this issue.
Please "upvote" if the information helped you. This will help us and others in the community as well.
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