What are International Voice Permissions and how do they work?

Want to learn more about managing International Voice Dialing Permissions on your Twilio account? Need to make outbound calls outside of the U.S, and want to select the regions and countries you’ll allow in order to protect your account from high-cost routes?

On this page, we’ve pulled together answers to our Partners’ most frequently asked questions about the International Voice Dialing Permissions feature at Twilio.

What are International Voice Dialing Permissions?

You can use Twilio to place outbound calls globally. While you can reach many countries with Twilio right out of the box, International Voice Dialing Permissions will allow you to make outbound voice calls to nearly anywhere in the world.

World Wide Calling

When your primary account receives International Voice Dialing Permissions, each of your subaccounts will receive these permissions as well. Each subaccount’s permissions can then be modified to your preference.

How does the International Voice Dialing Permissions feature work?

Currently, this feature is not offered to all Twilio users, so you must submit a special request form with detailed information indicating your company or personal need for this feature.  Upon receipt of your Permissions request form, Twilio staff will review your information, and a determination email will be sent to you within a 24 hour period.

You can complete the request form here: International Permission Request Form

Twilio takes your financial security very seriously and monitors against unwanted dialing behaviors, but it is your responsibility as the account owner to set your own permissions and security settings.

Are there any high risk countries to avoid?

When enabling a worldwide calling feature, your susceptibility to fraudulent activity or abusive calling increases. It’s important to take proper security measures, regularly monitor your usage, and limit the number of countries and regions you support to only those you need.

There are a number of countries to keep an eye on due to high priced routes and historical toll-fraud risk patterns.

Twilio recommends you ONLY enable the following areas if your business case requires it and you’re comfortable with the risk:

North America

Ascension Island, Greenland, St. Pierre & Miquelon, Panama

South America

Chile

Europe

Albania, Bulgaria, Lithuania, Latvia, Estonia, Moldova, Belarus, San Marino, Slovenia, Liechtenstein

Africa

South Sudan, Algeria, Tunisia, Gambia, Senegal, Mauritania, Guinea, Ivory Coast, Niger, Togo, Liberia, Chad, Central African Republic, Cameroon, Gabon, Congo, Seychelles, Sierra Leone, Somalia, Burundi, Madagascar, Zimbabwe, Comoros, Burundi

Asia

Turkey

Oceania

Australia Territories, Tonga, Palau, Western Samoa

In general, Middle Eastern countries, Caribbean Islands, and African countries have proven to produce the highest risk for fraudulent activity.

At this time, with the accessibility of International permissions you will also inherit access to higher risk countries (with exception to Singapore, Taiwan, Sierra Leone and Somalia).

We recommend disabling all counties on the security list. By granting access to these countries, you accept responsibility for any fraudulent activity that may ensue.

PLEASE NOTE: Routing to Singapore, Taiwan, Sierra Leone and Somalia is only enabled by direct request to Twilio and cannot be provisioned using the Permissions page.

To request these additional dialing permissions be enabled for your account, contact your Account Manager or email help@twilio.com. Our team will then review your account and determine whether we can grant your request.

Can I manage different international dialing permissions for individual subaccounts?

Yes. Twilio recommends enabling only the countries each subaccount will need to access.

For more info on configuring subaccounts see here:
https://www.twilio.com/docs/howto/subaccounts

How do I detect irregular activity on my account?

It’s important to continuously monitor your usage for any unwanted behaviors. Usage triggers can be particularly helpful:
https://www.twilio.com/help/faq/voice/how-can-usage-triggers-help-to-protect-me-from-fraud

What do I do if I notice irregular activity on my account?

If you notice any irregular activity on your account immediately contact help@twilio.com, as well as your account manager. Twilio takes the financial security of our users very seriously, but it is still the responsibility of the account owner to reach out to us immediately.

Once an incident is reported, we can suspend all activity on an account or subaccount, or block a certain prefix while an investigation ensues. It is better to be safe and temporarily out of service, than risk high charges and abusive activity.

The following FAQs may also be especially helpful for Twilio Partners: