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Error 13225: Resolving "Phone Number Is Blacklisted" When Placing Outbound Calls

Issue

Outbound calls fail and Programmable Voice returns errorCode 13225 with the message "Phone number is blacklisted." Customers commonly report this as "I can't make domestic calls" or "all my calls to +1 numbers are failing."

The Voice Debugger shows an ERROR level event with a payload similar to:

Msg=Phone+number+is+blacklisted&phonenumber=%2B1XXXXXXXXXX&ErrorCode=13225&LogLevel=WARNING

The failure can affect calls to United States and Canada (+1) numbers, calls to high-risk international destinations, or both. Calls to other destinations from the same account may still complete normally.

 

Product

Programmable Voice

 

Environment

Twilio Console

 

Cause

Error 13225 means Twilio rejected the call before it was handed to a carrier, because the number being dialed matches a blocked destination on the account. The block is applied at the account level, not in the application code or TwiML, so the same request fails no matter how the call is triggered.

The most common causes are:

  • The account does not have an approved Primary Compliance Profile (previously called Primary Customer/Business Profile). Twilio's fraud prevention system automatically blocks voice traffic on new and recently upgraded accounts until the business behind the account has been verified.
  • The Primary Compliance Profile was submitted but is not approved yet. A profile with the status IN_REVIEW is still waiting in the compliance review queue, and a profile with the status TWILIO_REJECTED was returned for corrections. In both cases the blocks stay in place until the profile reaches an approved status.
  • The destination is a high-risk prefix that Twilio blocks by default, because of a history of fraudulent traffic to that range. These blocks are independent of the compliance profile and are only reviewed on request.
  • The specific destination number was blocked on the account following a fraud, abuse, or complaint investigation.

 

Resolution

Follow the steps below in order. In most cases the block is tied to the Primary Compliance Profile and clears without any change to the application.

  1. Confirm the failure details. In the Twilio Console, open Develop > Troibleshoot > Debugger and locate the 13225 event. Note the destination number in E.164 format, the timestamp in UTC, and the correlation SID or Call SID. This confirms which destination is being rejected.
  2. Rule out geographic permissions. Go to Voice > Settings > Geo Permissions and confirm the destination country is enabled. A destination that is disabled there returns a different error, so this step only removes an alternative cause.
  3. Check the Primary Compliance Profile status. Open Trust Hub in the Twilio Console and select Primary Compliance Profile. Note whether a profile exists and what status it is in.
  4. If no profile exists, create one. Start the Primary Compliance Profile submission and provide the legal business name, business registration number, registered business address, business website, and an authorized representative. Submit the profile for review.
  5. If the profile status is IN_REVIEW, no further action is needed. The profile is waiting for the compliance review team. Once it is approved, the voice blocks are removed automatically and calls complete normally. Do not create a second profile: a duplicate submission is placed at the end of the review queue and delays approval.
  6. If the profile status is TWILIO_REJECTED, correct and resubmit it. Open the profile to read the rejection reason, then update the information so that it matches the official business registration documents exactly, including the legal business name, registration number, and registered address. Resubmit the profile after the corrections are made.
  7. If the profile is approved and calls still fail with 13225, contact Twilio Support. Include the Account SID, the destination number in E.164 format, the Call SID or correlation SID, the timestamp in UTC, and the Debugger/Notification SID. Support can then confirm whether a separate high-risk prefix block or a number-specific block applies to the account.

 

Additional Information 

  • Primary Compliance Profile reviews normally complete within approximately 7 to 8 days. Review times can be longer when the compliance team is processing a high volume of submissions, and a guaranteed approval date cannot be provided.
  • Blocks are applied per destination prefix. Calls to some destinations may succeed while calls to others fail with 13225 on the same account, which can make the problem look intermittent.
  • Error 13225 is often confused with two other failures: a destination country or prefix that is not enabled under Voice Geographic Permissions, and a destination number that has not been verified on a trial account. Both return different error codes and are resolved differently.
  • Error 13225
  • Primary Compliance Profiles
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