Twilio Reviews 

the "support" team response is horrendous. They never respond to requests for help in trying to get texting approved. and there rejections are so random and not clear as to why

I am in the consultancy industry where I assist customer with various software systems and for this, at least an email service is required but sometimes also SMS and voice. SO I tried creating an account so that I can investigate the integration of Twilio services into these platforms... I received an email stating .... "we regret to inform you that we are unable to proceed with activating your account " and also "While we understand the importance of transparency, we are not able to provide the specifics of our vetting process"........... So they are rejecting my application but yet don't want to tell me why. I did some googling and found a possible reason and that is A2P compliance. Which seems to be very strict. And I am happy with that so that there is traceability but goodness me, why be so secretive about things ? Just tell people what is required before they can have an account with Twilio so that one can take action. I responded to the email with no response. So I guess at the end of the day, it is this arrogance that ticks me off more than anything.

We used Twilio through Service Fusion and they were nothing short of awful. Phone call quality was consistently subpar, and when we needed support, their team was evasive and unhelpful at every turn. Getting a simple number port completed was an ordeal, taking 3x longer than usual. Ultimately our problem was solved with our new phone provider's AI, RingCentral, not Twilio's human support team. Would not recommend!

My experience with Twilio has been incredibly frustrating and disappointing.

The approval process takes months. Not weeks. Months. There is no clear communication, no accountability, and no sense of urgency from the team. Submissions are repeatedly delayed without proper explanation.

What is even more concerning is that the support team does not seem to actually read the documentation submitted during the approval process. You carefully prepare and upload all required details, only to receive responses that clearly show they have not reviewed the material. Tickets are approved or rejected without proper reference to what was submitted.

Support responses feel templated and disconnected from the actual issue. Instead of resolving concerns, you go in circles repeating the same information over and over again. There is little ownership, no escalation clarity, and no proactive follow-up.

For a company operating at this scale, the level of service is shockingly poor. Critical business workflows depend on these approvals, yet there is no reliability or transparency in how things are handled.

Overall, extremely disappointing experience with the support and approval process. Businesses deserve much better responsiveness and professionalism than this.

How is this company in business? I'm a small business that wanted to use their texting capabilities. Registered, put in my EIN number, everything. It has been an absolute nightmare.

They bill your account. I've already racked up fees and it hasn't been working. It's an endless round of verification, which is ridiculous. Customer service is no help. They truly are just stealing money. I don't know how this is a legitimate company.

I created the account and purchase the API, took 3 day to setup this this api on my leads forms of website. After three days they deactivate my account and said that I not provide the details of my company and today also three days past I submitted the information regarding my website but they do not activate and even on the webis they do not have proper way to communicate with sales team directly. They are fraud

Worst possible, they took 20$ and it is so hard to make first voice call or even message, adding layers of regulations after purchase.

As a astute engineer I wasted 2 hours and still not able to make a phone call or message

I was cold called from the company’s number today. Outbound call centre. Wasted my time, had 12 year old data on me, refused to discuss where it came from. Pushy cold caller at best. Scam??

Real trash.
Spent days emailing Twilio to try and get going on Thier system. Every time smacked back with foolish "anti-fraud" queries. Every time a new agent and new questions, many already covered in previous messages.
Totally unclear why there was ever even a concern in the first place.
Faced endless questions over but agents unwilling to actually talk over the phone to resolve whatever their concerns actually were.
Never got to use the live system.
A terrible waste of time for all

Absolutely terrible experience. It took them nearly a full week just to respond to a simple request to BUY a phone number. If they can’t even handle a paying customer in a reasonable timeframe, it’s clear they either don’t care or are completely disorganized. It honestly feels like they’re swimming in money and have zero interest in new business. Completely unacceptable. Still waiting for an answer to BUY the phone number...

Spent money, got nothing, and they keep randomly charging my card. Finally cancelled my card, because its so hard to get access to an account you dont have a number for any more.

Terrible. Got my toll-free number and deposited $20 into the account. It didn't work because I wasn't verified yet. Went through the verification and I needed a business ID even though I am a solo proprietorship, so I don't have that. For some reason it charged me for this verification.

I wanted to get support for this issue and the live chat support you have to pay for some reason????? Made a ticket and waited a few days for them to show me an article that didn't help. So dumb would not recommend.

I have been getting calls from overseas for months now and it is Medicare fraud. Every number comes back to Twilio. I have reported but nothing has stopped.

{
"data": {
"country_code": "US",
"national_format": "(404) 341-0409",
"phone_number": "+14043410409",
"fraud": null,
"carrier": {
"mobile_country_code": "",
"mobile_network_code": "",
"name": "Twilio International-10X/4",
"type": "voip",
"error_code": null,
"normalized_carrier": ""
},
"caller_name": {
"caller_name": "ATLANTA GA",
"error_code": null
},
"nnid_override": null,
"portability": {
"lrn": "470895XXXX",
"ported_status": "",
"ported_date": "",
"ocn": "506J",
"line_type": "voip",
"spid": "",
"spid_carrier_name": "TWILIO INTERNATIONAL, INC.",
"spid_carrier_type": "",
"altspid": "",
"altspid_carrier_name": "",
"altspid_carrier_type": "",
"city": "ATLANTA",
"state": "Georgia"
},
"valid_number": true,
"record_type": "number_lookup"
}
}

Twilio has been part of my tech stack for Sole Proprietors for SMS marketing for nearly a year. Without the option that is synced to my high level agency, we wouldn't be able to serve our clients full marketing strategy. I gave it a 4 because I don't need the other areas of the Twilio softwares, just SMS and Phone and I am constantly bombarded with marketing to full integrate.

terrible, took my money, locked me out and wont answer

A company of Romanian , well some Romanians used this phone number 0121 816 0373 , tracked it , came back to -landline Twilio Ireland limited , and used this phone number to pretend they are based in Birmingham “ locksmith “ company operating with fake names with multiple phone numbers over charged me 280 pounds for a basic door lock which wasn’t installed correctly, then called them multiple times , they did not want to answer on my phone number , my sister called them the lady said “ we are Romanians , you have to wait because the guy is on holiday “ also the guy said I have to wait another week , the door wasn’t locking on the outside had to call another company legit locksmith to come and do it properly and spent another 95 pounds ! Their website gave eror not existing after I called them on another phone number and the lady said “ just wait for it “ ! Scammers ! Scammers !

Insane level of bureaucracy! They blocked our account because of some unusual activity. That we reached them to inform that all activity is ours. They asked us to change all credentials - passwords, auth keys etc. This was already W.T.F. moment. We changed all that, I informed support that we did that, and please please finally unlock our account we pay you for. Their response:
- what is your ticket ID?
- confirmation from the same email who opened the original ticket that we really really changed all passwords and keys

My colleague wasn't accessible to send that confirmation. I have exactly the same admin privileges. On my question, if it's possible to check if all creds were changes in their own system without I send them email (are they living in 1998?) - answer was no. Exactly the same person must send email(!) to request their team finally review our changes and reactivate the account.
I can't recommend anybody their services.

Dishonest scammers calling to pretend they are offering loft insulation survey that I asked about. Completely false nonsense. They are using 01514533569. I’m ’opted out’ by Telephone Preference Service so they have already broken that rule! Caller lied about her name and location saying she was in Liverpool (but couldn’t give me the name of the road or area she was supposedly calling from). When I asked who she really was she said she would transfer me and then after a minute she hung up. I recorded the whole interaction.

Absolute garbage for trying to manage and set up Whatsapp messaging.

Help center - jump through hoops not to talk to AI
Meta/Facebook integrations - buggy, senseless

In advance before you can even begin setting up a messaging service:
- They charge you $20
- Force you to set up a payment method for billing
- Make you go through an extremely privacy invading verification process

And yet after all this - they won't help you set up the integrations to Meta or provide you with a human for technical assistance.

Update: adding a star because it turns out that A2P regulations have become much much stricter and it's causing them to manually check each campaign very thoroughly by visited the webpages and verifying that the exact language is being used that is required for compliance. It doesn't excuse the fact they could have just said this on the first support request. That said, we've invested too much in development to just leave.

I don't know what changed, but we've used twilio for years and suddenly their support went to hell. I've had seven different people with seven different reasons why my campaign can't be approved. Their response time is longer than 24hrs per reply and each one they act like it's first email you've sent and come up with a new reason you can't do A2P. It's been months that we've stuck in this swamp of sadness.