Twilio Reviews 

Twilio is one of the most unprofessional platforms I have ever seen. Their customer support is really bad; they don’t know what they’re doing. They canceled my company registration without any reason and don’t understand how business companies and structures work.

After a long discussion with them, where they wanted to see different documents, I sent them everything they wanted and needed. The result was still the same, and they said it’s not possible to reconnect my account.

One of the worst company experiences I’ve ever had: “Don’t use this app or this software.” It’s really stupid and unprofessional.

I signed up and provided all the requested private information, including completing 2FA verification. However, I was rejected and banned within a minute of attempting to log in. I then received an automated rejection email after what appeared to be a 30-second review process. What kind of business is this? They collected my personal data only to reject me instantly. Why not verify eligibility before asking for sensitive information like phone numbers? Don't waste your time with them; this is just AI-driven slop with no human oversight.

We had some issue with our Twilio account and their customer support team wasn't responsive or helpful to identify the root cause of the issue.

If I could give zero stars, I would. I tried to verify my registered business on Twilio. Despite uploading all official IRS and state documents (EIN letter, Articles of Organization, etc.), my profile was repeatedly rejected due to their broken system (Error 18602).
I opened multiple support tickets requesting a manual review, but it became completely clear that no human actually reads the emails. They just reply with automated, copy-paste templates. When I finally gave up due to the delays and formally requested an account closure and refund, they completely ignored my actual message and just sent another generic automated bot reply telling me to close it myself.
Terrible experience, zero real support, and a massive waste of time for any serious business. I highly recommend avoiding Twilio.

setting up an answering machine in the 1990s seemed so complicated but nowadays even the most advanced AI (Claude Fable 5) can't figure it out on Twilio. I bet you most of the Twilio staff especially CEO Khozema Shipchandler could not do it.

Literally the worst experience I've ever had with any company online who has accepted money from me ever. They charge 15$ per campaign approval, which they WILL reject, and will not allow you to fix but to rebuild the campaign and wait another 1-3 weeks to approve.. meanwhile, I'm losing customers.

Horrible customer experience - bill you first then run you thru the park of items that you need to be "approved" only to be rejected the next day. Good luck getting your money refunded without credit card companies assistance as they go radio silent after they bill you.

I chose Twilio because of its reputation, but the A2P 10DLC registration process has been extremely frustrating.
I paid the required registration and campaign review fees, only to receive a generic rejection that did not clearly explain what needed to be fixed. The guidance was so broad that it felt like guesswork rather than a real review.
The most frustrating part is that the campaign vetting fee is charged even when the submission is rejected, meaning customers pay again to go through another review after making corrections. For small businesses and startups, this creates unnecessary costs and delays.
Twilio's documentation is extensive, but the actual approval process lacks transparency. More specific feedback, clearer validation before submission, and not charging another review fee for minor corrections would greatly improve the experience.
The platform itself is powerful, but the A2P compliance workflow is one of the most frustrating onboarding experiences I've had.

Horrible company. Signing up was a nightmare. Then they charged our CC twice but we could not activate our account for "lack of payment". Trying to get help is a joke.

BEWARE - BEWARE - BEWARE - I TOLD YOU!!!

Stay away, they grab your $20 bucks and send you off into outer space. I wish businesses like that are operating in the United States should be eliminated. Particularly these clowns. Jack ass type of a company!

Terrible customer service. Had someone hack my account and rack up $3000 bill then they suspended my entire account and asked me to pay it so they can reactivate the account. 3000 of some scammers bill what!!! This is insane. Their customer service was like talking to a wall. I’ve been a customer of there’s for 4 years.

They ask for so much personal information and they don't even provide the serviced they promise. I think its a business just to steal your information

SCAM THAT WILL CONTINUE TO CHARGE YOU FOREVER

This company is a scam. They've charged me over $100 and I haven't received a single text. They keep telling me my p2 auth is denied, even after everything was entered correctly. They just keep charging me to re check it. They charge you for every single test message even when it's not delivered. Scam scam scam stay away. You'll never be able to talk to a human unless you pay money.

Absolute waste of time. Stuck in cyclical loop of getting rejected while providing valid company information. I regret even getting this far with the company

I'm deeply disappointed with Twilio. I spent close to $150 just trying to get through their verification process, and every single time I submitted, they came back requiring something new — a different piece of information than the last time. At no point was I given a template or a clear example of what a successful submission actually looks like. It felt like a moving target rather than a process designed to get me approved.

As a small business owner trying to launch an AI application, this was a real barrier — the repeated rejections cost me time and money with no transparency about what "done" looked like.

I've since moved to Surge (surge.app), whose whole approach is built around actually getting you verified. If you're evaluating messaging providers, I'd strongly suggest looking at the alternatives before committing to Twilio.

Our SendGrid account suffered an account takeover — which SendGrid's own support team acknowledged in writing as an "Account Takeover" and "fraudulent activity" within our API traffic. An attacker sent millions of emails through our account. For context: our plan is capped at 50,000 emails a month and we genuinely send around 10 a week.
Instead of treating us as the victims of an attack, SendGrid billed us US$16,406.54 for the traffic the attacker generated — and took it from our card, despite our clear written objection and after the ticket had been marked resolved. We were given no warning the charge was coming.
It gets worse. We are now locked out of our own account. Our IP is whitelisted and we have 2FA enabled, yet we still can't log in — which means we can't review the activity logs, can't secure the account, and can't even raise a support ticket. And when we asked for a refund, we were told it was conditional on us confirming we would not dispute the charge with our bank.
Being charged five figures for a security incident, then locked out and asked to sign away our consumer rights to get our own money back, is unacceptable. Avoid unless you're comfortable carrying the cost of a breach on their platform yourself.

The worst softwere I've ever seen.
No real customer support and all the SOPs are outdated.
Tried to solve a ticket for over 2 months but its just going around in circles.

One star, and I'm being generous. Twilio suspended my account with zero explanation, then demanded I prove myself: company registry, LinkedIn, website, full use-case breakdown, opt-in process, every email I've ever signed up with. I am not a fraudster, I run a real, registered company, and I handed over everything they asked for, twice, in full.
Their answer after all that: permanent suspension, no reason given, "internal security and compliance protocols" is all you get. No appeal, no accountability, just a refund and silence. You can comply with every single request and still get cut off with no explanation. If you're building a business that depends on reliable messaging infrastructure, do not build it on Twilio. Find an alternative that treats paying customers like something other than suspects.

What a waste of time and money! Don't go near this company, and don't trust them. They have terrible support and a useless AI chat that doesn't respond. It's difficult to reach their human support, and they never reply. I'm trying to get a refund, but no one is here to help. There are many good alternatives available, so don't waste your time.