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Close my Twilio Account and Refund the Balance

Twilio accounts can be closed manually from Console at any time. This guide covers everything you need to know for canceling your Twilio service, and refunding any remaining prepaid balance on your account. Continue reading for an explanation of how this process works, and what to expect. 

Please note that only the OWNER user role can close a Twilio account.

Note: If your account is invoiced, please reach out to your Account Manager, or contact our Sales team to close your account.

Important information

Closing an upgraded Twilio account instantly triggers the following changes:

  • Your account is permanently closed, and can't be reopened.
  • Your account and any account-owned subaccounts will immediately stop working:
    • You will no longer be able to successfully submit API requests
    • You will no longer be able to receive or respond to calls and messages
    • Any Authy of Verify applications will no longer function.
    • You will no longer be able to view the account to access logs or other account data.
  • All account and account-owned subaccount data will be automatically be deleted in 30 days.

Notice: Users who want to discontinue use of Twilio, but keep their account and data accessible, can manually perform a "soft close". This is achieved by releasing and/or canceling all phone numbers and subscriptions, essentially putting the account into a "dormant" state. This process allows users to retain access to their project data (including usage history, Functions, Assets, Studio Flows, etc.), with the option to return to Twilio in the future. For full details, see Stop Recurring Charges.

Closing a Twilio account doesn't mean that we delete your user information and login. Please see more in Getting Started with Twilio Accounts and Subaccounts. You'll still be able to log in, and can create new accounts under your login. Any other Twilio accounts that you have will also remain active. If you want to delete your user, please first close all your active Twilio accounts and then contact Twilio Support to remove your user information.

Close your account

If your account is part of an Organization, any managed Admin User on the Organization can request an account closure via the Admin Center using the Close a Managed Account process here.

  1. Access the Account -> General settings page in Console.
  2. Click Close at the bottom of the screen.
    Note: You may need to click Authenticate to make changes, and then verify your password first.
  3. Select the desired options to continue:
    • Upgraded account: Select "DELETE ALL ACCOUNT DATA AND SETTINGS", and then click Continue.
      Note: To perform a "soft close", select the Keep Account Data option. See Stop Recurring Charges for full details.
    • Upgraded accounts using only PayPal: If you only have PayPal as payment method on your account - you will be asked to enter a valid Credit Card on our Payments page before being able to close and refund your account:
    • Trial account: Check each box to acknowledge, and then click Close Account.

Refund your balance

When closing an upgraded Twilio account with a positive balance, we will automatically begin processing a full refund of your remaining pre-paid balance. Please note, this process may take up to 10 business days.
Twilio will not issue a refund for positive balances due to Twilio promotional codes. Users who want to discontinue use of Twilio, but keep their account and promotional value accessible, can manually perform a "soft close". For full details, see Stop Recurring Charges.

Since Trial accounts don't have a user-supplied balance, Twilio does not refund any remaining positive balance when they are closed.

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