Objective
Twilio runs a compliance check as part of the account upgrade. This article explains the two messages you may see when that check needs more information, and what to do next so your upgrade can complete.
Product
Twilio Console, Billing, Trust Hub
Environment
Twilio Console
Procedure
- In the Twilio Console, select the Trial badge in the account status area at the top of the page, then select Upgrade.
- Continue through the upgrade as normal.
- If Twilio needs more information about your business, the screen shows UPGRADE PAUSED with the heading We need a few more details to complete upgrade, and confirms you have not been charged.
- Select Set up compliance profile. The primary compliance profile form opens in Trust Hub, complete and submit it.
- If your compliance profile is already being reviewed, the screen instead shows REVIEW IN PROGRESS with the heading Your compliance profile is under review. Select Go to Trust hub to check its status.
- Once your profile is approved, return to the upgrade and finish it.
Additional Information
- You are not charged while the upgrade is paused.
- Compliance reviews complete within two days, and Twilio emails you when the review is finished.
- Your progress through the upgrade is saved, so you can pick up where you left off after your profile is approved.
- You can check or update your compliance profile at any time under Communications › Trust Hub › Profiles.
This content was generated by AI and reviewed, edited, and verified by a human.