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’s 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 the 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, in the Installed Add-ons section |
| Request Sid | The unique identifier of a particular Add-on request. Used for billing and debugging. Example: XRxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx |
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 developer install of an Add-on. Example: MCxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx |
Available in the Console, in the Installed Add-ons section |
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