Console: Getting Started with Phone Number Regulatory Compliance

Want to make sure your phone numbers are compliant with local regulators' requirements?

Use the Twilio Console to make sure you can provision (buy) and use phone numbers legally so that:

• Your phone numbers are not at risk of getting revoked.
• You can operate your business’ communications locally.

Quickstart

To get started with Phone Number Regulatory Compliance, follow these steps:

1. Go to the Phone Numbers Regulatory Compliance Guidelines to see what is required by local regulators.

2. Collect documentation from the End-Users. 

3. Go to the Twilio Console. 

4. Go to Phone Numbers > Regulatory Compliance. 

5. Create a Regulatory Bundle and submit it for review. 

6. Wait for Twilio to review the Regulatory Bundle — the review process will take up to two business days. 

7. Once the Regulatory Bundle has passed, assign the Bundle to phone number(s). 

8. Wait for Twilio to review the Regulatory Bundle assigned to phone number(s) — the review process will take up to 2 business days. 


1. Go to the Phone Numbers Regulatory Compliance Guidelines to get a list of what’s required by local regulators

First, go to the Phone Number Regulatory Requirements for Customers to see what is required by local regulators.

Let’s say we own a chain of pizza shops. We need to make sure all of our German Local phone numbers are compliant. We’re going to select Germany from the dropdown.

After selecting Germany from the dropdown and finding Local Business phone numbers for a business, we can find the regulation we need to follow. The regulation has a list of required information with accompanied Supporting Documents and a proof requirement.

2. Collect documentation from the End-Users

Next, you’ll need to collect the required information with accompanying Supporting Documents from the end-user.

End-users are the people who will answer the phone call or receive the message.

In this scenario, we are the End-Users who will provision German Local phone numbers for our business purposes. No one but us will answer the phone.

We’ll collect an excerpt from the commercial register (called a Handelsregisterauszug in Germany) showing the local address.

3. Log into the Twilio Console

Log into your account:

4. Go to Phone Numbers > Regulatory Compliance

Go to Phone Numbers:

Then, click on Regulatory Compliance:

For a one-click shortcut, click on this link: https://www.twilio.com/console/phone-numbers/regulatory-compliance/bundles

5. Create a Regulatory Bundle and submit it for review

On the Bundles page, create a Regulatory Bundle. Click on Create a Regulatory Bundle:

In this scenario, we want to make sure all of our German Local phone numbers for my Business are compliant. We’ll select Germany as the Phone Number's Country and Local as the Type of Phone Number.

We’ll select Business as the End-User.

Once you click on Next within 2. Select the End-User who will use German Local phone numbers, we’ll automatically save a Draft of your Regulatory Bundle. Go through each step within the form. When you’re ready, click on Submit for review.

Please note that Regulatory Bundles in Draft status can be deleted from your account. Simply find and click Delete Regulatory Bundle at the bottom of the Bundle instance page, and accept if you are sure you want to delete it.

Deleting a Regulatory Bundle will unassign any End-Users and Supporting Documents associated with the Bundle. These objects will not be deleted. Once you click Delete, the Regulatory Bundle will be deleted immediately and you will not be able to undo this action.

6. Wait for Twilio to review the Regulatory Bundle

Once you’ve submitted your Regulatory Bundle for review, our team will review it to make sure everything you provided satisfies local regulators’ compliance guidelines.

The review process will take up to two business days.

7. Once the Regulatory Bundle has been Approved, assign the Bundle to phone number(s)

Twilio will email you when the status of the Regulatory Bundle has changed to Approved.

Within the Twilio Console, go to the Regulatory Information tab of the phone number that you need to make compliant. Select the Bundle and/or Address you would like to assign to the phone number.

• NOTE: Only approved Bundles that align with the phone number type will be displayed in the drop down. Any bundle in a rejected or pending review status will not be able to be selected to map to a phone number.

In this example, we’ll assign the Regulatory Bundle that fulfills regulatory requirements for German Local phone number for Business purposes to a German Local phone number.

In this other example, we’ll assign the Regulatory Bundle that fulfills regulatory requirements for Australia Mobile phone number for Individual purposes to an Australian Mobile phone number.

Here’re all of the possible combinations:

8. Wait for Twilio to review the Regulatory Bundle assigned to phone number(s)

Once you’ve assigned Regulatory Bundle to a phone number and saved it, Twilio will change the status to Pending Review, which means we’ll review it to make sure everything you provided satisfies local regulators’ compliance guidelines.

You can change the Bundle or Address SID that the phone number is mapped to at any time.

• If a phone number mapping is changed the number will go through the review process again.

The review process will take up to two business days.