SMS verification and approval
Before your store can send back in stock alerts by SMS, STOQ verifies it for compliance with mobile carrier rules. This page explains why that check exists, what STOQ reviews, how long it takes, and how to reach a human if your approval needs attention.
Why STOQ verifies SMS
Mobile carriers and regulators have tightened the rules for automated (application-to-person) SMS to cut down on spam and phishing. In the US and Canada especially, sending automated texts from a business requires registration and verification (A2P 10DLC and toll-free registration) before any message goes out. STOQ handles this verification for you, but the carriers still require your store to pass a compliance check first.
The review also enforces category rules. SMS is restricted or prohibited for some product types, including cannabis, vaping and tobacco products, and alcohol. If your store sells in a restricted category, verification may take longer or need extra information.
What STOQ reviews
STOQ's moderation team checks your store against carrier compliance requirements using both automated and manual review. It looks at your product listings and store details (such as your business name, website, and the categories you sell) and compares them against compliance databases to confirm your store can send SMS.
How the process works
| Stage | What happens |
|---|---|
| Starts automatically | Verification begins the first time you enable SMS alerts. You don't submit anything separately for the compliance check. |
| Review | STOQ's team completes verification typically within 12 to 24 hours. |
| Outcome | STOQ notifies you of the result and any action you need to take. Once you pass, SMS sending is enabled. |
Customers can still sign up for SMS alerts while verification is in progress. Sending is simply paused until your store is approved, then it resumes automatically. Nothing is lost in the meantime.
On stores that use a dedicated toll-free number, you'll also complete a short toll-free registration form. While that registration is under review, STOQ sends from a shared number and switches you to your dedicated number automatically once it's approved.
Get help with SMS approval
If your approval is taking longer than expected, or you want to ask STOQ to expedite the review, reach out to a person:
Open the chat
In the STOQ app, click the purple chat icon in the bottom-right corner.
Choose Talk to a human
In the chat, choose Talk to a human so your message reaches the support team rather than the chatbot.
Ask for SMS verification
Tell them you need SMS verification. The team can look up your store and check its status.
FAQ
How long does SMS verification take?
Usually 12 to 24 hours from the time you enable SMS alerts. It can take longer if your store sells in a restricted category or the team needs more information.
Can customers still sign up while I'm being verified?
Yes. Signups keep working during verification; only the sending of alerts is paused. Once your store is approved, sending resumes automatically and no signups are lost.
Which products are restricted for SMS?
Categories that carriers restrict or prohibit, including cannabis, vaping and tobacco products, and alcohol. If you sell in one of these, verification may need extra review; contact support so they can advise on your store.
My SMS still won't send after verification. What do I check?
Confirm you're on a paid plan, that SMS is turned on in your Back in stock alert settings, and that any toll-free registration you were asked to complete has been submitted. If sending is still paused, check the SMS settings panel for a verification banner, or contact support.
How do I ask STOQ to speed up my approval?
Use the purple chat icon in the bottom-right of the STOQ app and choose Talk to a human, then tell them you need SMS verification. The team can look up your store and check its status.
Related guides
Set up SMS alerts
Turn on SMS, complete toll-free registration, and start sending texts.
SMS alert pricing and charges
What SMS costs per message and how it's billed.
Branded SMS links
Send SMS with your own branded short links.
Get help from STOQ
Book an onboarding call or chat with the support team.
