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 cancelling your Twilio service, and refunding any remaining pre-paid balance on your account. Continue reading for an explanation of how this process works, and what to expect.

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:

  • Only the OWNER user role can close a Twilio account.
  • 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.
  • 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 cancelling 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 an account doesn't mean that we close your user account. You'll still be able to login, and can create a new account under this login. Any other pre-existing Twilio accounts that you have will also remain intact. If you want to delete your user account, please contact Twilio support.

Close your account

  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.
    • 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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