What kind of phone calls can’t be made using Twilio?

Twilio provides you with a platform to make and receive calls to phone numbers around the world. However, Twilio may suspend or close your account if you violate our Acceptable Use Policy or Terms of Service.

Twilio’s Acceptable Use Policy (AUP) describes actions that aren’t permitted using Twilio. Twilio’s Terms of Service (ToS) describes the agreement between you and Twilio regarding the use of Twilio’s website and/or services.

Below is a list of highlights from the AUP of what practices are not allowed when placing or receiving voice calls using Twilio. Please note that the following restrictions apply to the owner of the Twilio account and to all users of your application.

Follow these guidelines and you will likely be compliant with federal and state restrictions, carrier regulations, and best practices established by industry trade groups. This list is provided by way of example and should not be considered exhaustive.

Please note: these guidelines do not replace nor cover all prohibited activities as covered by the Twilio General Terms & Conditions, Twilio Acceptable Use Policy or full Twilio Terms of Service.

The following behaviors are not permitted on Twilio:

Sending harassing messages

Sending threats or unwanted messages is not allowed on Twilio. You are also responsible for ensuring the users of your application are not sending harassing or abusive messages.

Knowingly contacting numbers listed on Do Not Call registries

You should not knowingly call numbers that have been listed on any municipality’s or federal Do Not Call Registry. There are several resources made publicly available by the government in the country to which you’re calling, so be sure to check beforehand.

Using Twilio numbers to provide emergency services, such as 911-types of communication

Inbound and outbound communications between emergency service providers and end users are explicitly not permitted on Twilio numbers. Voice broadcasts can provide notifications during an emergency, but should not be used as a replacement for or a means to contacting actual emergency services.

It is acceptable to use Twilio to send notifications that do not directly impact life safety. For example, early warning alerts, safety advisories, event cancellations, etc. are allowed. We always recommend building in redundancy for important applications and using Twilio’s notifications in conjunction with other public warning systems like sirens, radio and TV broadcasts if applicable.

Engaging in fraud, phishing or sending of sensitive data

Twilio takes fraud and abuse very seriously. Report it here.

Sending voice content with fraudulent information or phishing to request confidential information from subscribers is not allowed.

Misrepresenting your identity (no spoofing)

Only use a Caller ID that you own or have permission to use. It’s good business sense to identify your brand or name on every call, but it’s definitely not ok to identify yourself as another individual or business.

Read more information on verifying a caller ID here.