Services Using Phone Numbers

Last Updated: July 9, 2024

If Customer uses a phone number with any of the Services, the following requirements apply:

Phone Number Compliance

Customer will provide Twilio with true, accurate, and complete information associated with Customer’s use of any phone number with the Services for which Twilio is required to have an address or any other information of Customer or an End User, if applicable, on record. Customer will keep the foregoing information current and provide reasonable cooperation regarding information requests from law enforcement, regulators, or telecommunications providers. Furthermore, if Customer uses any Services that require the use of a phone number, Customer will comply with any law or regulation that is or becomes applicable as a result of Customer’s software application or service interfacing with the Services.

Phone Number Porting

Customer agrees not to obtain phone numbers via Customer's account for the sole purpose of immediately porting them out.

Customer agrees to provide Twilio with explicit consent in the form required by Twilio for each phone number that Customer seeks to port out. If Customer is not the person that makes use of a phone number that is to be ported out, Customer agrees to obtain such explicit consent from the person that makes use of such phone number prior to initiating a port-out request with Twilio. Customer agrees not to take any action to prevent the execution of a port-out request once it has instructed Twilio to facilitate such port-out request.

Customer’s port-out request may not be possible if (a) the phone number is not in service; (b) the port-out request is prohibited by applicable law or regulation; (c) the port-out request is not supported by the underlying telecommunications provider or entity receiving the port-in request; or (d) the port-out request is unauthorized, incomplete, or incorrect.

Withdrawal and Replacement of Phone Numbers

Customer acknowledges that phone numbers associated with Customer’s account are subject to (a) domestic and international laws, policies, and regulations and (b) requirements of underlying telecommunications providers, international intergovernmental organizations (e.g., International Telecommunications Union (ITU)), and phone numbering plan administrators ((a) and (b) collectively, “Phone Number Rules”). Twilio may withdraw or replace any phone number associated with Customer’s account (x) if required pursuant to the Phone Number Rules; (y) if the use of such phone number violates Phone Number Rules; or (z) for technical reasons. Twilio will, where possible, provide Customer with notice prior to any phone number withdrawal or replacement for the foregoing reasons.

Separately, unless prohibited by the Phone Number Rules, Twilio may withdraw or replace any phone number if such phone number is associated with Customer's account and has not been used for at least ninety (90) days. In this case, Twilio will provide Customer with at least ninety (90) days written notice prior to withdrawing or replacing an unused phone number associated with its account. Additionally, Twilio may withdraw or replace any phone number without prior notice if such phone number is associated with (x) a trial account that has not been used for more than ninety (90) days or (y) Customer’s account that has been suspended for more than ninety (90) days.