SendGrid Reviews 595

They stole money from our account claiming millions of email sent, that we didn’t send. We went to check and their system “sent” unauthorized emails without even a recipient, anyway they took more than 2.000 dollars.
No way to contact their support: since we are in Italy we cannot make any legal action.
To stop them stealing money we had to cancel our company’s credit card.
Be careful, NEVER give your credit card authorization to this company!

Wow. I am shocked that a formerly great company like SendGrid has gone down to the toilet with 1.1 rating. I can understand. I cannot log in to my account. They keep trying to send a code to my old phone number. The only other option is to use a code they assigned me over a year ago, which i don't have. I have a new computer since then. Why can't they just send a code to the email I registered with them. They seem to send spam to my email, so they have it. They make it impossible to log in. I may have to go elsewhere.

I am not, nor have I ever been a customer. My credit card was fraudulently charged a little over $35,000 by them. I have made several attempts to contact their billing and customer service with only “bot” responses. I am in the process of filing a criminal complaint.

Twilio recently made a critical change to their pricing structure that completely broke access to basic functionality — including the ability to export my own data — and did so without any notification whatsoever.

I’ve been using Twilio for some time and had no reason to believe anything had changed until I suddenly lost access to essential features. When I contacted support to ask why I couldn’t retrieve my data, I was told that Twilio had transitioned my account to a new pricing model and that I now needed to pay to regain access to data they had been storing for free.

Let me be clear:

My account was not deleted or suspended.

Twilio simply changed the pricing mode in the background.

This blocked all core functionality, including data exports, with no warning or opt-in.

After reluctantly paying just to unlock access to my own data, it took over three hours to regain service — despite clearly flagging the issue as urgent. To make matters worse, the support agent asked me redundant questions that were already attached to my account (such as account details, intended use, etc.) and clearly wasn’t reading my responses. I repeatedly clarified that I wasn’t trying to create a new account — I just wanted access to the one they had arbitrarily locked down.

Once access was restored, all of my historical data was gone. Twilio held it hostage behind a paywall, then wiped it upon reactivation. This was never a billing issue or an abuse flag — just a silent policy change that effectively bricked my account until I paid.

This is an unacceptable business practice:

No notification of a breaking pricing change.

Critical features locked behind a paywall retroactively.

Slow, robotic, and unhelpful support.

Zero regard for customer urgency or historical data.

If you're considering Twilio for production or customer-facing systems: don't. They’ve shifted from developer-first to corporate black-box behavior, and your data — and time — will be at risk.

They pull you in with a free plan for small volume emailing (less than 100 per month in our case), then when you've put in the development hours to integrate it, they pull the rug on you.

Without any prior notice, the free plan plan is now limited to 60 days and the cheapest plan is $20 a month with way too much volume for small companies/apps.
If only there was a small plan for like $5 I would give some more stars.

Oh and the online email template editor is horrible to work with.

Sendgrid could have told me why I was banned, but they didn't. I have a company that was planning to use this platform, but not anymore. I reviewed the docs they put in their reply, I didn't break any rule.

Edit: I found a great company called Resend. I'd recommend them utmost. Great Service. Easy integration.

One of the worst pieces of software I have ever used of any type. The CMS editor for emails is beyond broken. It barely works as expected. I could provide examples but this review would take all day to write. The tracking of email activity is also extremely convoluted. You can't track activity against a contact either, only at a message level. The extremely poor rating here should be enough to steer you away but if you're reading this, go somewhere else. It is absolutely not worth it.

Twilio/Sendgrid removed the "single send" feature without any prior notification whatsoever and then asked us to pay for an account upgrade to get it back.

This is a gross violation of their own terms of service:

§ 2.4 Changes to the Services. You acknowledge that the features and functions of the Services may change over time; provided, however, Twilio will not materially decrease the overall functionality of the Services. It is your responsibility to ensure the Customer Services are compatible with the Services. Twilio endeavors to avoid changes to the Services that are not backwards compatible, however, if any such changes become necessary, Twilio will use commercially reasonable efforts to notify you at least sixty (60) days prior to implementation. In the event Twilio makes a non-backwards compatible change to certain Services and such change materially and negatively impacts your use of the Services (“Adverse Change”), (a) you will notify Twilio of the Adverse Change and (b) Twilio may agree to work with you to resolve or otherwise address the Adverse Change, except where Twilio, in its sole discretion, has determined that an Adverse Change is required for security reasons, by telecommunications providers, or to comply with applicable law or regulation.

I’ve been with them for about 4 years now.
First they closed down my second account which I paid for after I paid up front for without notice, took the money, closed the account, no refund, which I’m quite sure is illegal, then last week they’ve decided my free plan is no longer free and it’s paid after many years with No Warning Whatsoever. All my outgoing emails for me and my 5 business clients stopped going out throughout my ENTIRE TECHSTACK and everything said it worked fine. I deleted entire files and folders from my VPS and reconfigured Nginx and more to defaults. Sendgrid shows everything works fine, before I input their API key in again into google and suddenly it doesn’t work?! Because in spite of all the green ticks in their dev end, my free plan is now paid! Without notice! - this isn’t to mention their customer service which is among the worst, and not to mention I’ve just filled out a full 500 word questionnaire on my business, clients, marketing and more etc, after paying them (upfront) to upgrade to the paid version so they can ‘review’ my account - talk about shotgun to the head.

The worst god damn interface on the internet.

Cancelled Free Tier Plans with no Notice! Terrible service

Being less competive comparing to other providers

The worst site I have ever seen in my life. Imagine that I used a program called ultramail and site closed the account, even though I had been working on it for the past 10 years without any problems.
Not recommended for use waste of time and effort, they answer you every 24 hours

Absolute Trash.

Locked out of our account and no one in customer service is willing to do anything for us.

I’m extremely disappointed with the customer service experience. I want to delete my account, but there is no option to do so.

Although Twilio suggests submitting a support ticket, users on the free plan are not allowed to submit tickets — leaving no available way to request account deletion or cancel any future charges. I’ve already removed my DNS records to avoid further use of the service, but I’m genuinely concerned about what happens after the free trial ends. Frankly, not offering users a clear way to delete their accounts or stop a subscription seems legally questionable.

Please don’t make the same mistake we did.

One of the worst service, never use it for your company, they close your account without any notification even you paid and verified ownership of domain, everything, they will disable the queue. The link in mail which sent to customer will be disabled as well. Extremely unprofessional team.

Discriminatory ad foreign platform not worth the hassle

Be warned: Deleting your account doesn’t cancel your subscription.

There’s no clear or straightforward way to cancel your subscription with SendGrid. Even after deleting your account and going through multiple confusing steps, you might still be charged in the next billing cycle. It feels intentionally complicated.

As for their customer service? Let’s just say—read the other reviews. You’ll see I’m not alone.

Overall, SendGrid gets the job done, but there are a couple of recurring issues that make the experience frustrating. It logs me out way too often, which breaks the flow of work. Also, some of the links embedded in campaigns don’t behave as expected, which affects the user experience on the receiving end. Would love to see these issues addressed.

After years of using SendGrid they suddenly sending e-mail about my service is a free service, and will stop in 1 month. After using 1 hour or more to contact stupid RAG bot, then i get the information that this e-mail was not for me. And then, the bot was saying to me that it also got other users saying the same earlier.

WHAT THE F?!

Hire some PR guy, or do something. Now I have spent 1 hour trying to figure out if my clients e-mail stopped working, but no no, this was a service i was never using.

But the writing in that e-mail suggested me that this was a service i had.

This is a no go with working with business who rely on sending thousands of mails each month.

This is not good, and because of this i think i will try to look for others.