Verification Request for toll free number in azure communication services is failing

Question

Verification Request for toll free number in azure communication services is failing

Ali Abrar Mohammed 40

The issue is I am unable to do kyc for a toll free number purchased under "azure communication services"

After filling the form for verification and hitting submit I am seeing the error attahced

User's image

Praneeth Maddali 10,705 Reputation points Microsoft External Staff Moderator

2026-06-23T06:00:07.7233333+00:00

Hi @Ali Abrar Mohammed

Thank you for contacting us about the Server Not responding issue We have begun looking into it and will share our suggestions with you as soon as possible. If you have any additional details or concerns in the meantime, please let us know. We appreciate your patience while we work on this

Answer accepted by question author

Praneeth Maddali 10,705 Microsoft External Staff Moderator

Hi @Ali Abrar Mohammed

Thank you for your time on the Teams call.

As we have reviewed the issue with you, and as discussed, we identified that the subscription is under a Basic Support Plan. Since resolving this issue requires backend intervention, we requested you to create a support request through the appropriate support plan so that the engineering team can assist further.

As you confirmed during our discussion that you are satisfied with this guidance, we will proceed with closing this case for now.

Please feel free to reach out if you need any further assistance — we’ll be happy to help.

Thank you for your understanding and cooperation.

Best regards,

Maddali Praneeth

Tech Initiative 0 Reputation points

2026-06-29T14:10:06.34+00:00

I am having the exact same issue as the user above. Does this mean that anyone who has this issue needs to upgrade their plan in order to get a fix, or are you all working on a fix that will be live soon?

1 additional answer

Your answer

Praneeth Maddali 10,705 Reputation points Microsoft External Staff Moderator

2026-06-23T06:00:07.7233333+00:00

Hi @Ali Abrar Mohammed

Thank you for contacting us about the Server Not responding issue We have begun looking into it and will share our suggestions with you as soon as possible. If you have any additional details or concerns in the meantime, please let us know. We appreciate your patience while we work on this
Tech Initiative 0 Reputation points

2026-06-29T14:10:06.34+00:00

I am having the exact same issue as the user above. Does this mean that anyone who has this issue needs to upgrade their plan in order to get a fix, or are you all working on a fix that will be live soon?

Answer 1

The screenshot shows a transient Azure portal error (“Server not responding – Unable to access regulatory documents right now. Please try again later.”) while submitting the toll‑free verification form. This is a backend/regulatory-documents service issue, not a problem with the data entered in the KYC form.

Because toll‑free verification is required and only fully verified toll‑free numbers can send SMS to US/CA, the only viable path is to:

Confirm the submission path
- In the Azure portal, open the Communication Services resource that owns the toll‑free number.
- Go to Phone numbers → select the toll‑free number → Submit Application to open the regulatory documents (toll‑free verification) form, as described in the toll‑free verification quickstart.
Retry from a clean session
- Sign out of the Azure portal, clear browser cache or use a private/incognito window, then sign in again and retry the submission.
- If possible, also try a different browser and/or network to rule out local issues.
If the error persists, open a support case
- This error indicates the portal cannot reach the regulatory-documents backend. There is no client-side setting that can fix this.
- Collect the Toll-free verification campaign brief ID from the Regulatory Documents section of the Communication Services resource (this ID is explicitly used for troubleshooting).
- Open an Azure support request for Azure Communication Services and include:
  - Subscription ID and Communication Services resource name.
  - The toll‑free phone number.
  - The toll‑free verification campaign brief ID.
  - Timestamp and a screenshot of the “Server not responding” error.

Once the submission succeeds, the normal toll‑free verification timelines apply:

After submission, status moves from Application Submitted to Pending in about 1–5 business days.
From Pending to Verdict (Verified, Rejected, or More info needed) typically takes 4–5 weeks; overall 5–6 weeks, and up to ~8 weeks during high volume.
Only fully verified toll‑free numbers are allowed to send SMS traffic to US and Canadian numbers; unverified or pending numbers are blocked.

If the portal continues to show the same server error even after retries, only Azure Support can resolve it by fixing the regulatory-documents service or the specific application record.

References: