Verify Fraud Guard

Last Updated: July 10, 2024

​​The Twilio Verify Fraud Guard Promise described below applies solely to Customer’s use of Twilio’s Verify Fraud Guard product.

Verify Fraud Guard is designed to prevent SMS-related pumping fraud by monitoring a customer’s current and historical SMS traffic to predict the types of SMS transmissions that are fraudulent. Verify Fraud Guard is designed to automatically block SMS transmissions that it believes to be fraudulent.

If a fraudulent SMS transmission that constitutes pumping fraud is sent from Customer’s account that Verify Fraud Guard should have identified and blocked (“Fraudulent Messages”) and fails to do so, Twilio will credit Customer any Verify fees and SMS fees incurred for those Fraudulent Messages (collectively, “Fraudulent Message Fees”), subject to the following conditions:

1. Fraud Guard Setting.  Verify Fraud Guard must be enabled and set and maintained in Max Protection Mode.

2. Claim Submission.  Customer must notify Twilio via a Customer Support ticket of the Fraudulent Messages within thirty (30) days of the end of the calendar month in which the Fraudulent Messages were sent. The support ticket must include all relevant and required information, and Customer must provide any additional information requested by Twilio.

3. Twilio Review.  Any claims of Fraudulent Messages are subject to the review and approval by Twilio. To the extent Twilio confirms there were Fraudulent Messages that should have been identified and blocked by Customer’s use of Verify Fraud Guard in Max Protection Mode, Twilio will issue Customer a credit equal to the Fraudulent Messages Fees. To the extent Twilio determines that any SMS sent were not Fraudulent Messages, Customer remains liable for all fees associated with those SMS.

4. Credit Eligibility.  In addition to the requirements set forth above, Customer is only entitled to a credit for Fraudulent Messages in the following instances:

(a) The Fraudulent Messages are the direct result of SMS pumping fraud, also known as Artificially Inflated Traffic (“AIT”), which involves intentionally inflating SMS traffic to profit from resulting charges incurred by mobile network subscribers. Additional information about SMS pumping fraud can be found here;

(b) If Customer is using Verify Fraud Guard under a single Twilio Account SID to transmit SMS traffic on behalf of any other entity, including any of its own direct customers, Customer must (i) provide prior written notice to Twilio of its intent to do so and (ii) implement any configurations that Twilio recommends or otherwise provides to Customer in writing;

(c) If Customer is using a custom verification code, Customer must inform Twilio whether the recipient has verified such custom verification code in accordance with the Customer Verification Codes Documentation; and

(d) Customer has not enabled any of the following features on the phone numbers associated with its account that are affected by AIT: Verify Geo Permissions, Safe List, and RiskCheck parameter (collectively, “False Positive Prevention Features”). Enabling any False Positive Prevention Feature may impact Verify Fraud Guard’s ability to detect AIT. The False Positive Features are further described in the Verify Fraud Guard Documentation.

Any credits issued to Customer by Twilio for Fraudulent Message Fees constitute Customer’s sole and exclusive remedy for any Fraudulent Messages.