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How Can I Submit a Support Request Ticket if I can't Log-in to my Twilio Account?

Twilio customers who are locked out or otherwise unable to access their accounts in Console are still able to submit help requests to our Support team. This guide explains how to work around account access issues, and get the help you need.

Table of Contents

Twilio Help Center Search

Users who access our Help Center site can submit a help request directly to our Support team, without needing to login. Here are the instructions:

  1. If you are unable to complete the login process and access the console, completely log out of Twilio by going to twilio.com/logout.
  2. Visit our Support Help Center site at help.twilio.com.
  3. From the new Help Center site, enter your desired search terms, and then press Return on your keyboard, click the magnifying glass icon, or click one of the suggested search strings.
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  4. The search results will be displayed. Click one of the results to view the entire article.
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    • Recommended solutions resolve most user questions.
    • For additional results, click View More.
    • Click the thumbs up or thumbs down below a search result to tell us if it was or was not helpful.
  5. Review the article, and if it doesn't help, scroll to the bottom and then click Can't Login? Submit a ticket.
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Notice: When submitting an un-authenticated Support request in this manner, our Support team may not have the full details of your account. Please ensure your request includes a valid email address, Account SID, recent example SIDs where you're experiencing the issue, and any other information you think may be needed. This helps us route your ticket appropriately, and investigate right away.

NEW! Twilio Help Center Assistant

Beginning on April 8th, 2024, we'll start rolling out our new Help Center Assistant AI chatbot. The Help Center Assistant can provide solutions from content on any of our external documentation sites, including API docs, Support knowledge base articles, Blogs, Code Exchange, Twilio Labs, Guidelines, and more. It will also help you submit a ticket if it detects you need assistance. We will be slowly increasing access until it's available to all users, tentatively scheduled for April 17.

  1. Click one of the listed popular searches, or enter a custom search, and then press Return on your keyboard, or click the blue arrow icon to submit it.
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  2. The Help Center Assistant will respond with a solution to your question.
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    • Click the thumbs up or thumbs down icons below a search result to tell us if it was helpful or not.
    • To revise your question, modify your search string, and then press Return on your keyboard, or click the blue arrow icon.
      • Ask for more help if you need to submit a support request.
    • Click one of the source articles below your solution to view it.
      • Note: Some source articles may point to content hosted on a different site. When viewing this content, you can return to the Help Center by navigating back to that browser tab, or clicking the Back button on your browser.
  3. Review the solution, and if it doesn't help, ask for help in the chat or click the thumbs down icon below an answer, and then select the Submit a Ticket option.
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Supported attachment file types

Twilio Help Center allows for audio, image, and video file attachments, as well as the following file types:

  • .csv
  • .doc / .docx
  • .har
  • .json
  • .pcap
  • .pdf
  • .ppt / .pptx
  • .rtf
  • .txt
  • .xls / .xlsx

Additional resources

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