Add-on Support
Add-ons are provided and supported by Add-on Partners in the Twilio Marketplace. Support information for Add-on Partners (Phone numbers, support email, expected resolution times and process) varies from Add-on to Add-on, and is documented in the Add-on detail page.
The following table outlines when to contact Twilio for Add-on related issues and when you need to reach out to the Add-on Partner.
| Issue | Support provided by |
|---|---|
| I don’t see AddOns parameter in my callbacks | Twilio |
| Error Codes 61000, 61003, 61006, 61009 | Twilio |
| Error Codes 61001, 61002, 61004, 61005, 61007, 61008, | Add-on Partner |
| Error Codes other than those specified above | Twilio |
| Add-on results are not accurate or as per expectations specified in the Add-ons documentation | Add-on Partner |
When you contact Twilio or an Add-on Partner to request support for an Add-on, you should provide the following information to help identify and resolve your issue.
| Identifier | What is it | Where to find it |
|---|---|---|
| Add-on Unique Name | Human readable unique identifier used to invoke specific Add-ons and consume their results in the Twilio APIs. Example : twilio_caller_identity |
Available in the Console, under the Installed Add-ons section. |
| Request Sid | The unique identifier of a particular Add-on request. Used for billing and debugging. Example : XR000009775bb6d43d1cabc4955723fae1 |
This is available in the API response or callback you receive from Twilio that contains the Add-on results. |
| Add-on Install Sid | A unique identifier for a developers install of an Add-on. Example : MC000003333333333345678901234566 |
Available in the Console, under the Installed Add-ons section. |
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