Objective
This article explains what you see in the Support Center when your account has been suspended as a precaution because of a suspected account takeover, and how to start getting the suspension resolved.
Product
Twilio Support
Environment
Twilio Console
Procedure
- In the Twilio Console, open the help menu in the top bar.
- Select Support Center.
- At the top of the page, read the Account Suspended notice. It explains that your account has been suspended as a precaution due to a suspected account take over, and asks you to choose an option to begin remediation.
- Choose how you want to start remediation:
- Chat with Twilio Assistant, opens the assistant, which can guide you through the steps.
- Chat with a live agent, starts a live chat pre-filled with a request for help resolving the suspension.
- Follow the guidance you receive to restore access to your account.
Additional Information
- The Account Suspended notice appears only when the suspension is due to a suspected account takeover. Suspensions with other causes are not shown here.
- If live chat is temporarily unavailable, only Chat with Twilio Assistant is offered, the assistant can still take you through remediation.
- The rest of the Support Center remains available while your account is suspended.
This content was generated by AI and reviewed, edited, and verified by a human.