Twilio Reviews 

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.

It appears that Twilio Ireland Ltd. own phonelines based in Sheffield which are being used for scam calls concerning some sort of motor claim. I have received several and have reported them to the ICO: They have my name, vehicle details and phone number: seriously concerning. By association, I feel that this company should not be trusted under any circumstances.

Awful service, useless customer support, extremely confusing documentation and an dashboard.
I wish I could go back in time and pick someone else.

Awful company to do business with. They are not interested in getting you set up or supporting you in any way. Their sole focus is taking your money and leaving you guessing if anything actually works! Their trial really isnt a trial, its heavily locked down with no ability to test anything. Its another setup to push you into adding funds.

Wanted to open a new account and test Voice AI agent, they wanted me to upgrade and pay 20$ I did that, and instantlythe account was blocked, then they sent me a long batch of emails asking what I'm planing to do for what companies etc. I did provide all docs, there were not happy with company adress and keep in mind that I wanted to pay 20$ only to build the test example and call myself, I provided 2 numbers that I will be calling and receiving calls from.
Guess what account was permanently blocked.
Not recommended at all!

I have never experienced such unprofessional treatment from a major service provider. Overnight, my account was hit with over $2,000 in unauthorized charges from calls we never made. This is clear evidence of fraud or toll abuse. Instead of investigating the issue, Twilio simply suspended my account and demanded that I pay the fraudulent balance to restore service.

Even after multiple support tickets, their response has been robotic and dismissive, telling me to “just recharge my account.” This is not only irresponsible but borders on unethical business practice. Penalizing customers for fraudulent traffic they didn’t initiate is unacceptable.

As a customer, I expected Twilio to help protect against abuse, but what I got instead was an account suspension, no proper investigation, and pressure to pay for something I didn’t do. Twilio needs to take accountability for fraud prevention instead of shifting the burden to the customer.

I strongly advise anyone considering Twilio to think twice. Unless you want to risk being locked out of your account overnight and held financially responsible for fraudulent activity, avoid this service.

STEER AWAY from this company if you are a professional who doesn't want to waste time on nonsense!

Unfortunately, there is no way for me to give a 0 star review. 1 star is an over-exaggeration to be honest.

1. Company whose one of the main products is SMS delivery can't for the life of it deliver a 2FA verification SMS for their own service! I waited 2 full days in order to receive a single freaking SMS.

2. Random errors logging in - do you need to log into your Twilio account? If you manage to gain access, good luck with an account management system that is just bizarre. Want to log into a service tied to your Twilio account (e.g. Sendgrid)? Good luck with super user friendly errors like "General error retrieving what type of user you are. Please try again in a few minutes." Need help getting into your account because errors are as useful as a kitchen appliance manual? Good luck getting in touch with a human.

3. Sendgrid is ok but it used to be really good. Since the aquisition in 2019, it's now quite obvious that the influence of incompetency that plagues Twilio has gotten deeply under the skin of what used to be a really good product. UX is awful, subscription tiering system is subpar to say the least and the email delivery rate is seriously under the industry standard.

We've been using Twilio's services for years now since migration to a competitor is always something you don't have time for but now, I will make sure that my team jumps ship from this madness ASAP.

If anyone reading this is considering Twilio as an AIO delivery solution - I assure you it's the worst thing you will do for your enterprise, period. Oh and fyi, this is the only online review I have ever written in my life as I really feel that I'm obligated to warn the public about such an abomination of a service into whose trap you can easily fall in.

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.

Impossible to navigate their system to get account reset. Impossible to get support. Impossible to get account deleted.

I recently upgraded my Twilio account and added funds, only to have my account deactivated immediately afterward. During the trial phase, everything worked fine—but as soon as I became a paying customer, my access was cut off without any explanation.

What makes this worse is the complete lack of response from Twilio’s support team despite multiple emails. This leaves me with funds locked in an account I cannot use and no communication from the company.

No customer should have to go through this experience. At the very least, Twilio should provide timely explanations, transparent verification requirements, and a refund process when accounts are suddenly deactivated. Until they fix this, I cannot recommend Twilio to other developers or businesses.

They make the port-in process unnessarily complex and once you pass all the KYC and documentation submission, they port-in your number. And what happens next? Further compliance check asking the purpose of the account and historical usage of twilio although I didn't have an account - but they need an explanation for things don't exist. Then, they said you cannot open an account, leaving my number to port-in hanging.
speechless........
avoid. avoid. avoid.

Trying to write an app that integrates with Twilio. Very bad choice of partner. AI chatbot for support, will hallucinate like crazy and documentation is insufficient to answer questions. AI chatbot will refer you to support, which is actually another chatbot. If you raise a ticket it isn't responded to and if you want to ask an actual person something, they ask you to pay for a plan. This is a 4.5Bn revenue company....definitely don't recommend for your project.

Initially, my experience with Twilio was frustrating, they required a $20 deposit before I could even verify my account, only to later reveal that their 10DLC service is available only to USA and Canada users. As an international customer, I felt stuck and disappointed.

However, I’m happy to say Twilio’s support team really stepped up. Once I explained my situation, they guided me through releasing my purchased numbers and quickly processed a full refund. The process was smooth, and their clear communication made all the difference. While my start with Twilio was rocky, I appreciate that they took responsibility and made things right, turning a negative experience into a positive resolution.

Their customer service is terrible. I strongly recommend looking elsewhere. They block accounts and hold your money without explanation.

I would give them zero stars if I could. We have used Twilio for strict password reset for 3+ years. Suddenly someone accesses our token, adds 25 subaccounts, a foreign (India) phone number for verification, a app for voice calling, and runs up a 4,000 bill in two days before Twilio suspends the account. Tells me tough crap pay the bill via their non-existent customer service via a live chat that just as well be a bot if it is not already. Would not address any of my monitoring concerns and refused to escalate my concerns nor address the bill they did allow someone else to run up on our account before suspending it for what was clearly fraudulent activity. Worse company I have EVER worked with. I will be finding an alternative. I don't care about their threat to have accounting contact me either.

Giving them whole bunch of information , drivers license , taking pictures of myself , business information ... and when u deposit 20$ THEY IMMEDIATELY restrict your account and want additional information.. what a useless software! DO NOT USE!!!

Just Poor app, it is waste of time

The most disastrous system to register a phone number. In my opinion, don't go near twilio.
I registered for a country, then I can't choose a phone number from the country where I registered because it doesn't start with 01 where the registered address is. And in fact they don't have numbers for sale that start with 01 for the country of registration.
In a few words: disaster, scam.
There are older Website systems on the market for SIP phone numbers, which are 100 times easier to register and don't force you to do things you don't know, otherwise you get a penalty of €75.
They have the worst phone number registration system in the world

If I could give negative stars, I would.

I have used them for years, but lately there "trust hub" team just rejects verification requests without reading your submission.

On my latest project, I have spent an entire week trying to verify my business toll free number. I provide all documentation, and they then ask for something else.

Each time I submit for review, I get rejected for a different reason. For example, they asked for a username/password for our website to verify how users opt in. Then they told me they could not verify because their policies do not allow their verification team to use password protected content.

So, they asked me to provide screenshots. I did so. They said they had to reject because the actual site was password protected.

Then they asked me to create a public mockup of our SMS consent form. I did so. Then things started to get weird. I would get rejected within minutes, with generic messages saying my site is password protected, or does not include a consent form, etc. All these generic messages were false. It's like the reviewers just click something to reject and don't actually review anything.

I have had a support ticket open all week with their customer service trying to help, but every time we submit, it gets rejected within minutes.

If you are a contract developer, run away, run far away. This is going to cost you major time (profit) on your project. And if you have a boss, encourage them to use something else. Otherwise you are going to go way over budget dealing with the verification steps.

Disabled my Sendgrid account and deleted my marketing contacts.

Apparently they sent out an email to SOME people months ago, but not to me.

The site now says my "trial" ended 26th July. Well it STILL IS 26th July so why can't I export my data right now??