A2P 10DLC Campaign Vetting Delays: Twilio cannot approve 10DLC Campaigns ourselves, and must rely on third parties who control our connections to carriers to sign off. These external processes are creating several week delays for our customers. We continue to escalate these issues and are working to reduce delays wherever possible. Further details will be shared in the Campaign Vetting Changes article as they become available.

Managing your Account's Support Plan

A Twilio Support Plan identifies the support service plan for your account. Every account created is automatically assigned the free Developer plan, with Twilio‑grade email support, right out of the box. 

To learn more about what each support plan offers see Twilio's paid support plans.

Notice: If you have multiple account SIDs in which you would like to apply the same support plan to you can work with your Account Executive or our Sales team to include a support plan in your contractual agreement across multiple account SIDs.

Table of Contents

How are Twilio Support Plans Billed?

Twilio's paid support plans are billed on a per-month basis per account SID according to your product usage. Customers are free to upgrade or downgrade their service plan at will, but mid-month plan changes will be pro-rated. This guide explains how support plan changes are calculated.

Pro-rating explained

For both usage and flat based support, customers will get charged for support on a pro-rata basis from start date of their support plan.

For example, here's what you can expect if you upgrade your service plan on the 15th of the month:

  • Your upgraded support plan benefits will become immediately available on the 15th.
  • You will be charged at the beginning of the next month based on the following pro-rating calculations:
    Total monthly support charge * (Days support plan was active / Days in month)

Notice: Usage for all accounts and subaccounts that share the same support plan will count towards calculating your total support charge.

Where can I find my Accounts Current Support Plan?

Your current support plan subscription is located within the Docs and Support Center in Console.

  1. Click on the Docs and Support link that can be found in the lower left corner of the user console menu.
  2. Then from the pop-up menu you will select "Support Center."
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  3. In the top right hand corner you will see your current Support Plan.
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Upgrade a Support Plan

To upgrade your support plan, you will need to navigate to the Support Center in Console.

  1. From the Support Center Overview select Support Plans
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    • You'll be taken to a page where you will see all of the available support plans. Your currently selected support plan will be highlighted.

  2. To upgrade your support plan, please select the support plan of your choice.
  3. You will be prompted with a purchase confirmation page for the selected support plan. If you agree click Next.
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  4. You will be prompted with a second purchase confirmation page. To finalize the support plan change click Buy Support.
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  5. The support plan page will update to show your newly purchased support plan. Any support tickets created after the purchase of the support plan will have the support plan applied
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Downgrade or Cancel a Support Plan

To downgrade or cancel your paid support plan, you will need to navigate to the Support Center in Console.

Notice: If you are on Personalized Support or if you have a contractual agreement for your Support Plan, you will need to contact Support to cancel the plan. 

  1. From the Support Center Overview select Support Plans
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    • You'll be taken to a page where you will see all of the available support plans. Your currently selected support plan will be highlighted.

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  2. To cancel your support plan entirely, please select the Developer plan, which is the free plan. There is no actual cancel button for these plans.
    • The Developer plan will ensure you are no longer billed for monthly subscription charges for support services.
  3. You will be prompted with a purchase confirmation page for the selected support plan. If you agree click Next.
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  4. You will be prompted with a second purchase confirmation page. To finalize the support plan change click Buy Developer Support.
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  5. The support plan page will update to show the Developer support plan. Any support tickets created after the downgrade to Developer support will have the developer support plan applied
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