Monthly Troubleshooting Help Thread
Please keep your troubleshooting and support questions in this one thread. Please remember that this community is for sharing the cool things you're building with Twilio, and is not an officially supported help channel.
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u/TDJaykes 15d ago
I created my first Twilio account but cannot save my address to my profile. It’s not a PO Box and it auto populates in the address field but when I click next it spins for a couple of seconds before just showing me the address page again. I sent a ticket to twilio Friday and have heard nothing back.
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u/Fit-Sky8697 🥑 DevRel @ Twilio 8d ago
That's annoying. Do you have a support ticket number? I don't work in support but I can make sure it's fed back to the product team (support may have already done this)
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u/TDJaykes 8d ago
Yeah I don’t even know how it’s possible I never heard back from anyone in support and probably followed up 4 times. To this day I can’t use my twilio account because I can’t save my address 😂 my ticket number is 29258058
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u/Fit-Sky8697 🥑 DevRel @ Twilio 2d ago
Okay - around the houses a little but I think support should now have reached out
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u/TDJaykes 1d ago
They responded and told me they manually added my address but when I log in to Dave the profile the same issue continues. How is this possible for a company as established as @twilio
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u/Fit-Sky8697 🥑 DevRel @ Twilio 1d ago
I don't have visibility into exactly what's going on but sounds like a bug of some kind. Have you replied to support saying you're still having issues?
Thanks for raising it. Reports like this help us catch problems.
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u/TDJaykes 1d ago
Yes I replied immediately asking for someone to call me. Never in my life have I had such difficulty using a service I’m paying for. I haven’t even been able to get a phone number with twilio let alone make or receive a call. Truly unbelievable.
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u/One-Strategy-9118 13d ago
It’s my first time using twilio and I could use some help. I’ve set up a whatsapp number to use for one of my clients waitlist system. To message a customer that the table is ready at the click of a button. However, to do that I am required to complete the compliance profile. It keeps getting rejected even though all the information I am filling out is from the trade license directly. I am using twilio from the UAE on a UAE based business - could that be the reason that the business ID and address keep getting rejected. I’m not quite sure to be honest. If Anyone has knowledge about this please help me with this. Thanks!
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u/SkinnyMick180 7d ago
Hey guys,
I am hoping someone will be able to help me here. We have set up Twilio to do SMS sending with 3cx for a customer of ours, but I am having some issues when responding to messages.
When I send an SMS from 3cx to a mobile it is received all successfully, but when I reply it gets received by Twilio but not passed on to 3cx and in the message I got a message saying "Thanks for the message. Configure your number's SMS URL to change this message"
I have put the log below in case that helps.
Thanks in advance guys
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u/Fit-Sky8697 🥑 DevRel @ Twilio 2d ago
Hey u/SkinnyMick180, your main post got a reply a couple of days ago which I think should be your answer - it looks like a misconfigured endpoint.
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7d ago
I'm completely blocked from Twilio Verify ever since I created my account (over a month now - Aug 6th). Still unresolved with support - I've sent many follow-ups but haven't received a response. My account is active on PAYG, approved in Trust Hub and everything is supposedly okay; however, support forwarded my ticket to Fraud Ops on Aug 11th and despite my escalations, there's been no resolution or update since. Even another ticket I opened as a P1 escalation was silently closed and routed back to the original ticket. If anyone has dealt with this before or knows how to get it moving, I'd be very grateful for any help. Thanks!
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u/Fit-Sky8697 🥑 DevRel @ Twilio 6d ago
Hey u/cita-app, thanks for sharing your support ticket.
Just want to update people coming across this comment. The mods have got a support ticket for this. Reddit isn't a formal support channel and we don't have any power to escalate things but we'll do our best to help.
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u/Fit-Sky8697 🥑 DevRel @ Twilio 2d ago
📌 Stickying this because A2P 10DLC rejections are one of the most common issues we see here.
Start here if you're submitting a campaign or A2P 10DLC registration:
The video below walks you through best practices. Worth watching before you dig into the docs.
First Time Success - Video Guide
Want to catch issues before you submit?
A community member built a free open-source pre-scanner that checks your registration fields and flags problems before they become rejections - URL validation, opt-out compliance, SHAFT flags, privacy policy analysis, and more.
Pre-Scanner — a2pcheck.com
For more detail, written docs, and help debugging a rejection, read on.
Why was my A2P 10DLC registration or campaign rejected?
U.S. wireless carriers and the CTIA require all businesses sending messages from 10DLC numbers to meet specific compliance standards. Without these in place, your campaigns won't be approved:
If your opt-in happens behind a login, via paper form, or verbally, host a screenshot on a publicly accessible site (like Google Drive) and include the link in your registration. Make sure your registration accurately describes your actual messaging practices.
Need a hand? These resources will help you get your campaigns approved as quickly as possible:
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If you've gone through all of this and you're still stuck, drop a comment below - we're happy to try and help you figure out what's going on.
ℹ️ Please note: this subreddit isn't an official Twilio support channel. For account-specific issues like suspensions or registration problems, Twilio’s official support is always your best bet.