Twilio Reviews 870

Our Twilio account was compromised through unauthorised API key usage, which Twilio later confirmed. Within a single day, fraudulent activity generated charges exceeding £6,000, despite our normal monthly usage being around £5.

Although the account was suspended after the incident, additional charges were still triggered due to a negative balance. We received conflicting explanations and were repeatedly asked to clear the balance, even though the activity was confirmed as fraudulent and not initiated by us.

Despite providing evidence and cooperating fully, Twilio refused a full refund and relied on their terms to place all financial responsibility on the customer. This resulted in significant financial loss and operational disruption for our business.

Based on this experience, I would strongly advise other businesses to be extremely cautious. Once something goes wrong, there appears to be very limited protection for customers.

Absolutely a joke company. On multiple occasions ive upgraded my account and get banned immediately. It’s like they’re selling your info straight after sending it and sending money you get banned and get asked silly questions. This is higher security than fort knox. How they still operate i don’t know.

I have been a Twilio customer for 11 years, often paying a dollar or less per month because I rarely used it. One day recently, I was charged 5700 dollars for account activity that occurred within the space of 1 hour.

Twilio clearly told me that it was an attack on my account (ATO), but said that I owed them the money because I'm responsible for fraud against their own technology. They already withdrew nearly 800 dollars from my account before my payment provider flagged it.

So now I'm out 800 dollars for something that Twilio fully agrees is a third party attack on my account. And they say that I owe them another 5000 dollars before they will even let me close my account.

They are dishonest and won't budge on this. I offered to help them get to the bottom of this so they could improve their security. They replied by saying I owe them 5000 dollars.

Scam spam harassment service provider. This company along with others is the very reason you get spam, scam and harassment phone calls. They are also connected with Google research shows. If you look at some of the site you will notice that usernames like "weems" "Cumberland Weems" and "Charles Weems" are mentioned as a demonstration of the software. Those silly names track back to a couple, a cat and their neighbor. Weems is the last name of the cat. In effect, twillio is participating in the calls most likely. They sell and or rent phone numbers via their gui. Apparently they will sell or rent access to anyone buying. Either that or the numbers are spoofed, and they do nothing about that either. It seems they have enough clout or influence to convince Google LLC and alphabet Inc to destroy evidence, net work maps and information leading to the culprits. My experience with them has been nightmarish at best. They do everything they can to stop you from reporting, complaining, asking for help or contacting them in anyway. Unless, as others have mentioned, you want to pay their ransom.

If you are deciding whether to use twilio infrastructure, then please take my warning and avoid them at all costs. There are a lot of other services out there.

While paying thousands of dollars per month for their service, it was used for fraudulent sms verification, despite using Twilio's fraud protection.

Twilio then charged us $10,000 for one day of a service we didn't use.

3 weeks later and we still can't get even an email response from their support team. Nothing.

This is either pure fraud or just ridiculously bad service. Avoid this company at all cost and look else where.

The worst ever platform, lots of bugs, system down always.

I am fed up of receiving what appear to be negative or scam calls by people using this company as their provider! I often get several a day!!😡

I have been connecting to Twilio for a while now and it provides ZERO assistance unless you fork over $5000.00. I am not a small outfit and once this is fully resolved, My main goal in life is to take the board of Directors to court and get them replaced. They are WORTHLESS. I depend on the service. They depend on customers. They are going to lose a customer that provides a hefty monthly revenue. If directions were provided, it would be a different story, but you cannot clump and expect everyone to know what to do.

scammers, they find any way to scam you.

Be very careful using auto-recharge with SMS verification on Twilio. We got hit with $200 bill overnight when we implemented global SMS verification on Twilio. There is a fraud ring that uses local SMS in countries like Nigeria and racks up carrier bills (upwards of $0.50/text) to do fake verifications. Twilio benefits from this since it keeps part of the verification fees. I submitted a request to get a refund on these fraudulent verifications, and they didn't reply at all. Unfortunately, I don't recommend them or their stock as a public company, since their system doesn't automatically flag this type of fraud and their helpdesk doesn't reply to this fraud either.

Due to a general lack of customer service and support I arranged to port my company's phone numbers away from Twilio.
A date was given, by Twilio, for the port to take place. As if determined to prove my point about lack of customer service, 13 days before the port date, all my company's phone numbers were deleted and cut off.
I spent the next 2 days chasing Twilio support to restore them as it's not possible for the gaining carrier to complete porting before the official date.
2 days without business phones severely impacted customer confidence in my business.
Twilio took no responsibility and gave no apologies.
They acted with no urgency and shifted blame.
They placed demands on my time (completing multiple forms) to restore my company's phone lines.
My advice would be DO NOT RELY ON TWILIO for such a crucial service.
They're clearly unable or unwilling to act responsibly.

EDIT - 12th DEC: I've just seen that Twilio charged EXTRA for the period when they cut off my company's phone lines.
Presumably this is a charge for re-registering the phone numbers that they cut off for several days. What a joke of a company!!!
I thought others on this site calling Twilio scammers was going a bit over the top, but actually, I fully agree

iff there was a negative score I would leave one.

They don't respond. Charges unjustified. Can't substantiate any of the charges asking for me to pay random payments. No replies from support.

The worst company ever, hoestly save yourself the bother. I moved to Brevo

My experience with Twilio’s trial account has been very disappointing. It’s not as simple as “sign up and send a message.” To send SMS, you must purchase a Twilio phone number. If you choose a toll-free number, Twilio requires business verification, which is difficult or impractical for individual developers. If you choose a local number instead, you must complete A2P 10DLC registration—something that can only be done after upgrading your account.

This results in a lot of friction and wasted time just to test basic functionality. On top of that, Twilio charges $1.15 per month for a phone number, which further increases the cost for small or personal projects. Twilio might work for established businesses, but it’s definitely not friendly for individual developers or quick prototypes.

They wasted two months of development time for our company. I've been submitting verifications since 9/12/2025. They deny without reason sometimes, and other times they just sit on the verification. For the past month they've been asking me to delete and resubmit the exact same verification because they can't seem to find it despite it being visible on their website. I've gone through three tech support people with no resolution and no answers.

I used Twilio for a mission-critical service: handling WhatsApp API communications for our business. My experience was an unmitigated disaster that cost us reputation and forced us to shut down the service and migrate away.
The Technical Failure
We were utilizing Meta's standard free messaging tier (250 free messages/24h) for new accounts, which was confirmed to be active by Meta.
However, Twilio's layer immediately blocked our service. After sending only 10-20 messages, Twilio started returning rate limit exceeded errors, completely paralyzing our operations. This block happened entirely on Twilio’s side, contradicting our actual quota access.
The Support Nightmare
The technical failure was compounded by the absolute worst customer support I have ever encountered in B2B SaaS:
Critical Ticket Opened: We immediately opened a critical ticket detailing the business impact and providing full documentation.
20 Days of Silence: For nearly three weeks, we received zero technical troubleshooting, zero updates, and zero human response. Our business was crippled during this entire period.
Fraudulent Closure: On day 20, I found the ticket status had been unilaterally changed by Twilio to "Solved." The issue was not solved, it was not addressed, and we received no communication whatsoever. They simply closed a critical ticket to clear their backlog.
Final Verdict
Twilio demonstrated that they cannot handle mission-critical infrastructure and their support system is non-existent and deliberately misleading. They caused serious service disruption and reputational damage.
If you value reliability, responsive customer service, or need an API that actually works according to vendor specifications, I strongly urge you to choose a competitor.
I have permanently deleted my account and successfully migrated all services elsewhere. Avoid Twilio at all costs.

I chose Twilio for WhatsApp OTP, and they forced me to upgrade, so I deposited $20. However, the exact same WhatsApp Business verification steps exist here as well — nothing is easier, and it’s even more expensive.

If you’re not a high-spending business, you can’t even reach support. Extremely low-quality service.

We’ve had a very disappointing experience with Twilio. Our account was hit by obvious SMS Toll Fraud, resulting in thousands of dollars of charges — including charges from a Twilio service (Authy) that we never enabled. Twilio’s own fraud protection tools (Fraud Guard, Geo Protection) failed to block any of the activity, and we had to stop the attack ourselves.

Support has been slow, inconsistent, and often contradictory. Despite providing logs and evidence, we were given shifting explanations (from “SMS Toll Fraud” to “Account Takeover”), none of which actually address the root issue or explain how Authy charges were generated on our account.

To make matters worse, our account was suddenly locked due to an unexplained –$1,600 balance that doesn’t appear anywhere in our billing history. Twilio has not been able to clarify where this number came from, yet requires it to be paid before they will even continue investigating.

After this experience, we’re actively looking to migrate to another provider. Twilio’s fraud prevention and support processes have proven unreliable and costly.

This company is a joke their system is specifically designed to make you pay, the trial is useless since you are limitated to do almost everything you can't even verify your own phone number through call.

do not even waste your time setting up the software . They have misc charges all over the place . a2p campaign took some time other than get set up once completed I had a question regarding the system so I can begin getting started I sent a ticket took 2 weeks to hear back and even then no answers . I cannot til this day get in contact with anyone over there so now I have to move forward with another software and start this whole process over again . A waste of my money a waste of my time and I'm truly pissed off that I spent so much time on this now I'm back at square one and for what .