"Garbage"

Garbage: after an endless exchange of emails to validate my account, including provision of evidence of the legitimacy of my operation, I was declined access to the service. I provided website links, emails from my legit domain, documentation of my process. In spite of all that, their "fraud" management still didn't trust my request to be legit. Who's the fraud here?

"One of the worst customer support experiences so far"

We've been using Twilio's WhatsApp BSP service for two years. Despite the complicated initial setup (mostly due to WhatsApp's process), everything worked fine—until mid-December, when we suddenly stopped receiving messages.

I opened a support ticket, and at first, the response time was decent. But after a few exchanges, I started to suspect I wasn’t talking to a human at all—just an AI stuck in an endless loop of generic troubleshooting steps. The responses felt automated, repetitive, and completely unhelpful.

Dozens of messages later, our issue remains unresolved. Our customers still cannot contact us via WhatsApp. Yet, instead of real escalation or technical insight, support keeps bombarding me with random help articles, asking me to "test my webhooks" with various third-party debugging tools—none of which address the core problem.

At this point, it's clear they either don’t have proper human escalation or don’t care enough to provide it. After weeks of wasted time, we’re moving to a different provider. If you rely on WhatsApp for business, think twice before choosing Twilio—because when things break, you're on your own.

"Scam - do not give them money, they will lock your account"

Would rate it 0 if I could. I tested out their services with Linphone and managed to connect it together so it worked, but when calling it said that I needed to move away from my trial account. Note that I had no issues doing anything while on my trial account.

All hell broke loose when I verified my account though.
I had to submit my passport and do a bank account level KYC, give them my address, phone number, etc.
As soon as I sent them the 20 USD from my credit card required, they shut down my account on the second. Turns out your account gets autoflagged when verifiying if you use a VPN (Check reddit and some reviews here).

I got some emails from them where they asked for social media profiles like LinkedIn, which company I worked for, what my project is, etc. I tried to explain that I just wanted to test it out to see if I could use it to call some friends or family.

What happened was that they started to send me a lot of insane questions.

1. Are you a developer?
2. Send us your Social media/linkedin
3. Who do you work for? Tell us who your employer is.
4. Tell us which city/region you were in when you signed up?
etc. etc.

"Scam scam scam calls at all times of…"

Scam scam scam calls at all times of the day

"Simply used as a route to scam people"

Simply used as a route to scam people. Constant dropped calls unless I speak and then it's someone trying to scam me.
Twillo- find another (legitimate) way to make money.
I will be reflecting this sentiment in a complaint to Ofcom.

"Garbage"

Garbage. Its 2025 and navigating a site shouldn't feel like an endless maze full of invisible rakes that keep smacking you in the face. There is zero customer support and an endless amount of error messages that do not tell you what is wrong. I've never hated anything more than going to Twilio's site.

"All Twilio Ireland Limited numbers are…"

All Twilio Ireland Limited numbers are scammers.
Twilio Ireland Limited sell landline numbers.
These numbers then start to scam everyone in the UK.
Twilio Ireland Limited also sell lists of numbers to call.
Every number Twilio Ireland Limited sell calls my landline.
Twilio Ireland Limited started off with 0161 numbers then 0203 numbers then 0116 numbers etc etc etc.
Fortunately I have a system which blocks Twilo numbers but when I look at the blocked call list most of the numbers are from Twilio Ireland Limited.
If you are a business you get a phone number for free when you take out a contract and there is no reason to buy a landline number unless you are a scammer.

"I accidentally subscribe to this app…"

I accidentally subscribe to this app for over 2 weeks and I don't use the service cause is not useful for me I don't even have idea to use it and I've been requesting for refund since then they refuse to refund my money till now this is unfair with them I don't have the idea of using it and is not useful then refund money you people didn't please refund my money please

"Horrible service, AVOID!"

Horrible service, took my personal information and then suspended my account for no reason.

I had to wait weeks to get my account verified and as soon as it was, my account was suspended and they refused to give me any reason why. Horrible service stay away at all costs.

I'd suggest using Telnyx instead

"After 14 Years You Suspended My Account"

You suspend my entire account for an issue with "Sub-accounts" Since sub-Account have a separate SID you can not tell me what specific account there is a problem with so you shut down every number that I have and my clients can not receive calls. I have done everything that you asked in the email that I received at 8:55 pm on a Friday. With terrible instructions and no support chat or person that I can communicated with to get this issue resolved (whatever it actually is) Very disappointing with twilio...Very.