A2P 10DLC Campaign Vetting Delays: Twilio cannot approve 10DLC Campaigns ourselves, and must rely on third parties who control our connections to carriers to sign off. These external processes are creating several week delays for our customers. We continue to escalate these issues and are working to reduce delays wherever possible. Further details will be shared in the Campaign Vetting Changes article as they become available.

How to Ensure a Ticket is Applied the Proper Support Plan

Table of Contents

How is a support plan assigned to a ticket?

  • When receiving a support ticket, our ticketing system checks your user ID, or email, to determine what account SID you are associated with.
  • If the Twilio account SID your user ID is associated with has a support plan, that support plan is applied to the ticket.
  • If your user ID is not found on any account SID, the ticket will be created with the default plan of Developer Support.

To ensure that your ticket is applied the proper support plan, please check that you are logged into the correct Twilio account SID or are using the correct user email when submitting a ticket.

How can I check which Support plan I have?

You can check your support plan from the Support Center in Console. 

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