SUPPORT.TWILIO.COM END OF LIFE NOTICE: This site, support.twilio.com, is scheduled to go End of Life on February 27, 2024. All Twilio Support content has been migrated to help.twilio.com, where you can continue to find helpful Support articles, API docs, and Twilio blog content, and escalate your issues to our Support team. We encourage you to update your bookmarks and begin using the new site today for all your Twilio Support needs.

Contacting Twilio Support

Twilio Support is available to answer any questions you have about product capabilities, building Twilio apps, and troubleshooting. This guide explains how to best reach out to them.

Note: If you're not a customer yet and are interested in using Twilio for your business, please use our Contact Sales form.

Unable to login?

Users who are having trouble logging in can still submit request to our Support team by visiting the Twilio Help Center. For full details, see How Can I Submit a Support Request Ticket if I can't Log-in to my Twilio Account.

NEW! Twilio Help Center

Twilio's new Support Help Center is now live for all customers. To see all of the new features, how to check if you have access, and instructions for using the site, see our guide Twilio's New Customer Help Center.
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Steps for Contacting Twilio Support

  1. Check our docs for answers to your questions
  2. Select your preferred Twilio Support contact channel
  3. Submit a Support request
  4. Monitor and respond to your open support request

Step 1: Check our docs for answers to your questions

Visit our new site at help.twilio.com to search for answers to any questions or issues you're running into. The new site includes a smart search that is updated regularly, and provides recommended solutions from our API docs site, the Twilio Blog, and our Support articles.

  1. 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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  2. 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.

Step 2: Select your preferred Twilio Support contact channel

If you can't find what you're looking for in our documentation, don't worry, we're here to help. We offer a number of options for requesting help from our team, including our Console form submission, live chat, and phone calls. All customers can submit a request via the form in Console, and our knowledgable Support staff will respond - usually within 24 hours. Customers with upgraded Support plans have access to faster guaranteed response times, live chat requests, and phone support for some users.

  Web form Chat Phone
Developer X    
Production X X  
Business X X X
Personalized X X X

To see your current Support plan, and everything that is included with it, please login to your Twilio account, and then visit the Help Center Support Plans page.

Notice: Chat and Phone support is not available for some of our engineering products. The following products are limited to email/ticket support only: Programmable Video, Conversations, Studio, REST API, Functions/Serverless, Twilio CLI, Event Streams, Sync, Notify, Frontline, NTS. 

Step 3: Submit a Support request

From the new Help Center site, reach out to Support to get help via your desired channel.

  • Submit a ticket: Scroll to the bottom of a Support article or the expanded search results page, and then click Contact Support.
    Note: Users may need to click 'View More' to expand the search results page.
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  • Open a Chat (Paid Support customers only): Click the Chat with us widget along the bottom right-side of the window.
    Note: See the Help Center Support Plans page to learn more about paid support plans and upgrade.
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  • Call your Technical Account Manager (Personalized Support customers only):
    Note: See the Help Center Support Plans page to learn more about paid support plans and upgrade.
    1. Click the Support plans link in the left-side navigation panel.
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    2. Click See support phone numbers to find contact numbers for reaching your Support team.
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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

Step 4: Monitor and respond to your open support request

Twilio's Support team will respond to your request, and may ask for additional details or clarifications.

  • All requests should receive an email confirmation on submission, as well as for any updates from our Support team. Users can respond to our Support team by replying to the email notification.
  • Users who submit their ticket while logged in to their account can view and respond to their requests via the Help Center Ticket History page.

Once your questions have been answered, you can close your request via a solved link in email, or in Console.

Additional resources

Have more questions? Submit a request
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