Issue
- Since July 15th, 2024 you must have an approved Business Primary Customer Profile or Primary Customer Profile(PCP) to make outbound calls to +1 numbers.
- Effective October 8, 2025, Twilio accounts created outside the US and Canada are restricted from dialling +1 numbers by default. To gain access, a Business Primary Customer Profile is required. As a result, any Individual Primary Customer Profile created after October 8, 2025 will experience failed calls to +1 destinations. This restriction applies only to accounts created after this date — Individual Primary Customer Profiles established prior to October 8, 2025 are not affected.
Product
- Programmable Voice
- Elastic Sip Trunking
Cause
To maintain trust in the communications ecosystem and comply with regulatory and carrier obligations, Twilio requires additional verification for outbound calls to US and Canadian phone numbers.
These measures help protect against fraudulent and phishing-related voice activity, ensuring a safer experience for you.
Resolution
For Customers in the US and Canada
- Log in to your Twilio Console.
- Create and submit your Primary Customer Profile or Business Primary Customer Profile for approval.
- Allow up to 7 business days for review and verification.
- You’ll receive an email once your profile is approved.
For Customers Outside the US and Canada
- Log in to your Twilio Console.
- Create and submit your Business Primary Customer Profile for approval.
- Allow up to 7 business days for review and verification.
- You’ll receive an email once your profile is approved.
Note: Twilio Support and Operations teams cannot manually remove this restriction. An approved Business Profile is required.
For step-by-step guidance, visit:
👉 Create a Primary Customer Profile in Console
Need Help?
If you’re unsure which profile applies to your account or need assistance creating or submitting a Business Profile, please reach out to Twilio Support.