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Troubleshooting account login issues


There are a number of reasons why you may find yourself unable to log into your account. This article aims to explain these reasons as well as offer steps to get you back in action.

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Unified Login allows Twilio users to use their Twilio email, password, and authentication settings across multiple products, including Segment and SendGrid. Learn more(link takes you to an external page)

For users utilizing the Unified Login feature, essential user settings like your email, password, and 2FA have now been centralized in the Twilio Console.

Certain user settings and functionalities continue to be accessible via the SendGrid user interface. For instance, SendGrid's user session history can still be viewed within the SendGrid User Settings page.

If you registered via the Twilio Console using your Twilio credentials or linked your accounts, your next login attempt on SendGrid will seamlessly recognize your email and securely redirect you using your Twilio credentials. If you already have an existing SendGrid account, you can continue logging in using your usual credentials.


Invalid username and/or password

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Usually this is as simple a retyping one or both fields (you're only human after all), but could be something else. Check out to following for some possible reasons.

Unified users can use their Twilio credentials for SendGrid login, making password management easier to handle across different platforms. Once you've securely linked your existing user password, you no longer need it! You can start using your Twilio credentials going forward.


You haven't confirmed your email address

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Did you just sign up? If you don't verify your email address we never create your account, so be sure to check your registration email and click on the link we send!

Confirming your email address is essential for the Unified Login process to work seamlessly across Twilio and SendGrid. Users who have already confirmed their email address with Twilio won't need to verify it separately for SendGrid.


You may have at some point shared your credentials with someone else/another department, check with them to make sure they haven't changed anything. Also consider implementing Teammates to set different levels of permissions.


Sometimes passwords just vanish from memory, it happens to the best of us. Use the reset password link from the login screen to start the reset process via email. Be careful though, changing your password can break existing API and SMTP integrations you have in production, so be sure to update your password wherever else it is used after resetting.

Password resets affect both Twilio and SendGrid accounts if your user is part of the Unified Login process.


Usernames can be anything

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We don't have a strict username syntax policy, so it may be something you wouldn't normally use. Read more about finding and recovering your username here.


Usually received via the API, this error means we don't recognize one or both of the api_user and api_key parameters that you've passed in your call.


On the last week of each month, we terminate accounts with outstanding unpaid balances from the previous month's bill run. Terminated accounts cannot be accessed nor send mail.

We will send out several warning emails in the course of a month if an account fails to pay on time, so you should have ample warning before Termination. However, if you believe your account has been terminated due to non-payment, please get in touch with Support(link takes you to an external page) and we can help get you out of the red and sending again.

Unified billing may apply if users have both Twilio and SendGrid services under the same account. Learn more(link takes you to an external page)


When an account is banned, it is permanently canceled. Access to the account is blocked and no further requests to our system will be accepted. A banned account is not allowed back on SendGrid in the future. If the account had dedicated IPs they will be removed. Related sub-users will also be banned.

We don't make a habit of letting banned accounts back on, but if you would like to discuss it, please respond to the email you received regarding the ban.

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Support cannot assist in reactivation of banned accounts.


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