Twilio has different communication channels for law enforcement agencies and the general public. Please be sure that you use the proper channel for your request to have your issue addressed as quickly and appropriately as possible.
Requests from Law Enforcement Agencies
These channels are solely intended for use by law enforcement agencies, and are not for requests for information by Twilio customers, Twilio customers’ end users, civil litigants, or criminal defendants. See the General Public Requests or Reporting Unwanted Communication section below.
|Email(preferred)||For promptest processing, law enforcement requests for customer information should be sent by email to firstname.lastname@example.org|
|Fax or Mail submissions||Please review the full law enforcement guidelines for alternate methods of submitting a request. FULL LAW ENFORCEMENT GUIDELINES|
|Emergency||For a full description of Twilio’s Law Enforcement Guidelines including contacting Twilio for Emergency Circumstances, please review the full law enforcement guidelines.FULL LAW ENFORCEMENT GUIDELINES|
Please note: Requests received by post or fax are subject to additional processing time. Acceptance of legal process by any of these means is for convenience and does not waive any objections, including lack of jurisdiction or proper service.
Requests from the General Public or Reporting Unwanted Communication
Twilio is an SMS and voice provider, but we don't send SMS messages or phone calls directly to end-users. Twilio cannot provide sender information without proper legal process. Here are some steps to try to stop unsolicited texts:
- As a first measure, you can text STOP to the phone number sending texts to stop receiving messages.
- If the STOP command does not help, and you need to to identify the sender of unwanted communication, we encourage you to work with your local law enforcement agency.
- Twilio does not tolerate abuse of our Acceptable Use Policy including sending unsolicited, unwanted or harassing SMS messages or phone calls.
- Report abuse here: https://www.twilio.com/help/abuse
- If you are being harassed or threatened we strongly encourage you to work with your local law enforcement agency.
- You can request any other information or request by contacting Twilio Customer Service.
Service of Civil Legal Process
Twilio Inc. accepts personal service through our registered agent for service of process or at our headquarters at 375 Beale Street, 3rd Floor, San Francisco, CA 94107.
Twilio does not accept service of civil legal process via fax or email.
These guidelines are regularly reviewed by Twilio and are subject to change at our discretion.