Overview
Twilio Flex is a powerful cloud contact center platform, but sometimes users may enable it by mistake and encounter unexpected charges. If you’ve found yourself in this situation, you’re not alone. This article explains what happens when Flex is activated, why you might see charges, and what steps you can take to avoid further costs.
Environment
legacy Twilio Console
What You Need To Know
Summary Table: What to Do If You Accidentally Enabled Flex
| Situation | What to Do |
|---|---|
| Accidentally enabled Flex | Avoid logging in; delete TaskRouter workers |
| Want to remove Flex completely | Create a new Twilio account without Flex |
| Charged for Flex by mistake | Contact Twilio Support |
| Unsure about charges | Check your invoice and Console for Flex-related activity |
If you have questions about Flex charges or need help managing your account, Twilio Support is here to assist you. Always check your account activity and reach out if you notice unexpected charges.
Frequently Asked Questions
Why Did I Get Charged for Twilio Flex?
When you enable Twilio Flex on your normal Twilio account, a $35 monthly license fee is charged for each user who logs into the Flex instance. This fee appears on your Twilio invoice, even if you only logged in once to try it out. The charge is not prorated and is billed per active user.
Can I Remove or Cancel Twilio Flex?
- Flex cannot be fully removed from an existing normal Twilio account. Once enabled, the Flex product remains associated with your account.
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To avoid future charges:
- Do not log into the Flex instance on your account. Each login can trigger a new license charge.
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Remove TaskRouter Workers: Flex uses TaskRouter to manage agents (called "workers"). New workers are created automatically when someone logs in. You can delete these workers in the Twilio Console:
- Go to Develop → TaskRouter → Workspaces → [your Flex workspace] → Workers
- Select and delete each worker.
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If you want a fresh start without Flex:
- Consider creating a new Twilio account that does not have Flex enabled.
What If I Was Charged by Mistake?
If you accidentally enabled Flex and were charged, you can contact Twilio Support.
Tips to Prevent Accidental Charges
- Review the features and pricing of Twilio products before enabling them.
- Only log into Flex if you intend to use it.
- Monitor your Twilio Console for any new charges or product activations.