Before you can text leads from Playground CRM, US mobile carriers need to verify your business and confirm that your website includes the appropriate privacy and terms/conditions policies. This article walks you through how verification works, exactly what your website needs to get approved on the first try.
Understand SMS Verification
Businesses must complete a verification process before they can text their customers. This is a carrier requirement put in place to protect consumers from spam and scammers, and it applies to every business that sends texts, not just Playground customers.
During verification, the carriers review your business information and your website. The most common reasons for delays are a business name or EIN that doesn't match IRS records, and a website that's missing the required SMS language. The good news: both are easy to fix ahead of time with the steps below.
🚨 Texting approval can take 2–3 weeks to process. This timeline is set by the carrier networks and is outside of Playground's control. Delays may occur, and we appreciate your patience while your verification is reviewed. Please plan ahead and submit your information as early as possible, as texting won't be available until verification is complete.
How Verification Works
Prepare your website. Add a Privacy Policy page and a Terms & Conditions page that include the required SMS language (see Prepare Your Website below).
Submit your business information in Playground. In CRM settings, submit the information required to verify your business. Pay close attention to the common rejection reasons.
Carrier review. Playground submits your information to the carriers for review. This typically takes 2–3 weeks.
Start texting. Once you're approved, you can send texts to leads one at a time or in bulk from your CRM dashboard.
💡 Make sure your website is fully updated before you complete the verification form. Carriers review your site as part of the submission, so a missing page or missing SMS language is likely to cause a rejection.
Prepare Your Website
Your website needs two separate pages, a Privacy Policy and a Terms & Conditions page, each with its own URL. Both pages must be linked in the footer of every page on your site, including the page that has your contact or inquiry form.
🚨 A single combined Privacy Policy & Terms page will be rejected. The carriers require two separate URLs.
Add SMS Language to Your Privacy Policy
Many general privacy policies leave out mobile messaging, which is one of the most common reasons for rejection. See below for sample privacy and terms/condition policies.
SMS / Mobile Messaging Privacy. When you opt in to receive text messages from [Your Business Name], we collect your mobile phone number solely for messages related to our child care services, enrollment, scheduling, billing, and program updates.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing to subcontractors that directly support our messaging services is permitted, but those parties are contractually prohibited from using the information for any other purpose. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Message frequency may vary. Message and data rates may apply. Reply HELP for help or STOP to unsubscribe at any time.
💡 The bolded sentence covers the third-party data carve-out that carriers look for. Keep it word for word.
Add SMS Terms to Your Terms & Conditions
Your Terms & Conditions page needs to cover the following nine items:
Program description | What messages you send, e.g. enrollment, billing, daily updates, announcements |
Opt-in method | How families sign up, e.g. a website form, enrollment paperwork, or texting your number |
Frequency | "Message frequency may vary." |
Cost | "Message and data rates may apply." |
Opt-out | "Reply STOP to unsubscribe." |
Help | "Reply HELP or contact us at [phone/email]." |
Carrier disclaimer | AT&T, T-Mobile, and Verizon are supported. Carriers are not liable for delayed or undelivered messages. |
Privacy link | A link to your Privacy Policy page |
Contact info | Your business name, address, phone number, and support email |
The Terms & Conditions template in Privacy Policy & Terms Templates below includes an SMS Communications section that covers all nine items. Just fill in your details.
Privacy Policy & Terms Templates
If you don't already have these pages, use the templates below as a starting point. Both are based on pages that have been approved by the carriers, with identifying details removed. Replace every [bracketed] field with your own details.
💡 We recommend having your legal team review all policies before you post them to your site.
Privacy Policy Template
Privacy Policy Template
[Your Business Name] ("we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website [your-website.com] ("Website"). Please read this policy carefully. If you do not agree with the terms of this Privacy Policy, please do not access the Website.
Information We Collect
Personal Information: We may collect personal information, such as your name, email address, phone number, and other details you provide when you register, subscribe to newsletters, or interact with us.
Usage Data: We automatically collect information about your device and how you interact with the Website, including IP address, browser type, operating system, pages visited, time spent on pages, and other diagnostic data.
Cookies and Tracking Technologies: We use cookies, web beacons, and similar technologies to enhance your experience and gather information about usage and preferences. By using our Website, you consent to the use of cookies in accordance with this policy.
How We Obtain Information
We obtain information through direct input when you fill out forms on our Website, through cookies and tracking technologies, and through emails, phone calls, or other direct communication.
How We Use Your Information
We use the information we collect to provide and manage our services, process transactions and send confirmations, respond to inquiries and support requests, send promotional communications (if you have opted in), analyze usage patterns to improve the Website, and comply with legal obligations and our policies.
Sharing Your Information
We do not sell your personal information. However, we may share your information with service providers who help us operate the Website, as required by law or to protect our rights and property, and in the event of a merger, acquisition, or sale of assets.
Mobile phone information will not be shared with third parties/affiliates for marketing/promotional purposes.
SMS / Mobile Messaging Privacy
When you opt in to receive text messages from [Your Business Name], we collect your mobile phone number solely for messages related to our child care services, enrollment, scheduling, billing, and program updates.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing to subcontractors that directly support our messaging services is permitted, but those parties are contractually prohibited from using the information for any other purpose. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Message frequency may vary. Message and data rates may apply. Reply HELP for help or STOP to unsubscribe at any time.
Your Rights
You have the right to access and update your personal information, request deletion of your data (subject to applicable laws), and opt out of receiving marketing communications. To exercise these rights, please contact us at [[email protected]].
Data Security
We implement appropriate technical and organizational measures to protect your information from unauthorized access, alteration, disclosure, or destruction. However, no internet transmission is completely secure, and we cannot guarantee absolute security.
Third-Party Links
Our Website may contain links to third-party websites. We are not responsible for the privacy practices or content of these websites. Please review their privacy policies.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time. Changes will be effective immediately upon posting on this page, and the "Effective Date" will be updated accordingly.
Contact Us
If you have questions about this Privacy Policy, please contact us at [[email protected]] or [phone number].
Terms & Conditions Template
Terms & Conditions Template
Welcome to [Your Business Name], a [state] based registered business ("we," "us," "our"). By accessing or using our website [your-website.com] ("Website"), you agree to be bound by these Terms and Conditions ("Terms"). If you do not agree to these Terms, please do not use the Website.
Use of the Website
Eligibility: By using the Website, you affirm that you are at least 18 years old or have parental/guardian consent to use it.
Account Registration: To access certain features, you may need to create an account. You are responsible for maintaining the confidentiality of your account information and for all activities that occur under your account.
Prohibited Conduct: Using the Website for unlawful purposes; uploading or sharing harmful or illegal content; interfering with the Website's operation or security; or attempting to gain unauthorized access to the Website.
SMS Communications
[Your Business Name] sends text messages related to our child care services, including enrollment, billing, daily updates, and announcements. You can opt in to receive text messages by submitting a form on our Website, completing enrollment paperwork, or texting us at [phone number].
Message frequency may vary. Message and data rates may apply. Reply STOP to unsubscribe at any time. Reply HELP for help, or contact us at [phone number] or [[email protected]].
Supported carriers include AT&T, T-Mobile, and Verizon. Carriers are not liable for delayed or undelivered messages.
For details on how we handle your information, please see our Privacy Policy at [your-website.com/privacy-policy].
Intellectual Property
All content on the Website, including text, images, logos, and software, is owned by [Your Business Name] or its licensors and is protected by intellectual property laws. You may not reproduce, distribute, or modify any content without our prior written consent.
User-Generated Content: Any content submitted by users, such as comments or reviews, remains the intellectual property of the user. However, by submitting such content, you grant us a non-exclusive, royalty-free, and perpetual license to use, display, and distribute it on our platform.
Payment and Refund Policy
Fees for services must be paid in full at the time of registration unless otherwise specified. Refunds are subject to our refund policy, which will be provided at the time of purchase. Contact us for more details.
Disclaimers
We make no guarantees regarding the outcomes or results of using our services. We do not guarantee uninterrupted access to the Website and may suspend or discontinue it at any time. The Website and its content are provided on an "as-is" basis without warranties of any kind.
Limitation of Liability
To the fullest extent permitted by law, [Your Business Name] will not be liable for any direct, indirect, incidental, or consequential damages arising out of your use or inability to use the Website.
Indemnification
You agree to indemnify and hold [Your Business Name] harmless from any claims, damages, or expenses arising out of your violation of these Terms or your use of the Website.
Governing Law
These Terms are governed by the laws of [Insert Jurisdiction]. Any disputes arising under these Terms shall be resolved exclusively in the courts located in [Insert Jurisdiction].
Changes to Terms
We may update these Terms from time to time. Changes will be effective immediately upon posting, and your continued use of the Website constitutes acceptance of the updated Terms.
Contact Us
If you have questions about these Terms, please contact us at:
[Your Business Name]
[Business address]
[phone number]
[[email protected]]
Submit Your Business Information
From your admin dashboard, click the Switch to CRM button.
Navigate to Settings and then the Connections tab.
Under phone connections, click Verify.
A form will open with the required information for verification. Complete and submit the form with your business information.
The Playground team will review your submission and initiate the verification process. Verification can take 2–3 weeks to complete.
Pay close attention to the common rejection reasons:
Legal business name: must match exactly how your business is registered with the IRS, including punctuation and suffixes like LLC or Inc.
EIN: must match the EIN on file with the IRS for that legal business name.
Website URL: must be the site where your Privacy Policy and Terms & Conditions are posted.
🚨 Mismatches between your IRS registration and what's submitted on the form are one of the most common reasons for delays. If you're unsure of your exact legal name, check your IRS EIN confirmation letter (CP 575) or a recent tax filing.
Avoid Common Rejection Reasons
These are the mistakes we see most often. Fixing them before you submit will save you from a resubmission and another review period.
Mistake | What to Know |
Placeholders left in | Press Ctrl+F (or Cmd+F on Mac) and search for "[" on your pages. Every [Your Business Name], [your-website.com], and other bracketed field must be replaced. |
Combined Privacy Policy & Terms page | They must be two separate URLs. |
Wrong contact info | Emails and URLs point to your website builder (e.g. Wix or Squarespace) instead of your business. |
Terms describe the wrong business | Template copy that describes a different type of business, such as a marketing agency, must be updated to reflect your child care services. |
SMS details missing | A general Privacy Policy often leaves out the mobile messaging language. |
Pre-Submission Checklist
Run through this checklist before you complete the verification form:
☐ Privacy Policy and Terms & Conditions are on two separate URLs
☐ Both pages are linked in the footer of every page on your site
☐ Privacy Policy includes the SMS / Mobile Messaging Privacy language
☐ Terms & Conditions cover all nine SMS items
☐ Every [placeholder] is replaced with your actual business information
☐ All emails and URLs work and point to your business
☐ Terms & Conditions describe your services, not template copy
☐ STOP, HELP, message frequency, and message and data rates are mentioned on both pages
☐ Legal business name and EIN match your IRS registration exactly
FAQ
Have a question about SMS verification? Find the most common answers below.
How long does SMS verification take?
How long does SMS verification take?
Verification typically takes 2–3 weeks after your form is submitted. Plan ahead and submit your information as early as possible.
This timeline is set by the carrier networks and is outside of Playground's control.
The fastest way to avoid delays is to complete the Pre-Submission Checklist above before you submit your form.
Why do I need to verify my business to send texts?
Why do I need to verify my business to send texts?
US mobile carriers require every business that texts its customers to register and be verified.
This requirement protects consumers from spam and scam messages, and it applies to all businesses, not just Playground customers.
Until you're verified, you won't be able to send SMS messages from your CRM dashboard.
I already have a Privacy Policy. Do I need to replace it?
I already have a Privacy Policy. Do I need to replace it?
No, you can keep your existing Privacy Policy.
Check that it includes the SMS / Mobile Messaging Privacy language from Add SMS Language to Your Privacy Policy above. Most general privacy policies leave this out, so you'll likely need to add it.
Make sure the Privacy Policy is on its own page, separate from your Terms & Conditions, and linked in the footer of every page.
Can I put my Privacy Policy and Terms & Conditions on the same page?
Can I put my Privacy Policy and Terms & Conditions on the same page?
No. Carriers require two separate pages, each with its own URL.
A combined page is one of the most common reasons for rejection.
My website was built with Wix, Squarespace, or another website builder. What should I check?
My website was built with Wix, Squarespace, or another website builder. What should I check?
Make sure every email address and URL on your Privacy Policy and Terms & Conditions points to your business, not the website builder.
Search each page for "[" to confirm no template placeholders were left behind.
Confirm your Privacy Policy and Terms & Conditions links appear in the site-wide footer, so they show up on every page.
I used a template. What else do I need to change?
I used a template. What else do I need to change?
Replace every [bracketed] field with your own business details.
Read through the template and update any language that doesn't describe your child care services. Carriers will reject terms that describe a different type of business.
We recommend having your legal team review both pages before you post them.
Can I send texts while my verification is in review?
Can I send texts while my verification is in review?
No. You can send texts from your CRM dashboard once your business is approved. Verification typically takes 2–3 weeks, so we recommend submitting your information well before you need to start texting.
In the meantime, you can still call and email your leads from Playground CRM.
Next Steps
Once your business is verified, learn how to send SMS messages to your leads, one at a time or in bulk.