Console: Create a Primary Customer Profile

The Trust Hub Customer Profile Console is currently in Public Beta and changes will continue to be rolled out while Twilio strives to move TrustHub to GA.

Navigate to Customer Profiles dashboard

Currently, you can only create a Primary Customer Profile in the Twilio Console on a master account level. Navigate to Account > Trust Hub > Customer Profile and click Create Primary Business Profile to start the process.

Customer Profiles Dashboard

General Information

Fill in the your company's general information including your business name and physical address.

Customer Profiles General Information

Create/Select Physical Business Address

Add a physical business address to your customer profile. If you have a previously saved address, you will be able to select it. Or you can always create a new one.

Customer Profiles Physical Address

After creating/selecting a physical address, you should be able to see it in the Customer Profile edit page.

Customer Profiles with Address

Business Information

Please note: If you have a US entity or an International Tax ID, use EIN to register your business profile and to avoid brand registration failures. Do not use a DUNS number.

After saving your general information, you will need to fill in the Business Information section.

Customer Profiles Business Information

Authorized Representative

A Primary Customer Profile requires two authorized representatives from your company who Twilio can reach out to for confirming the business and use case. These need to be two different representatives.

Customer Profiles Authorized Representative

Notification Settings

Twilio provides a customized way to notify you when your Primary Customer Profile gets approved or rejected. It could be an email address or through a status callback webhook.

Customer Profiles Notification


Always review the terms of service and privacy policy before submitting for review.

Customer Profiles Terms

Submit for Review

When you fill in and verify all information for your Primary Customer Profile, you can click Submit for Review. After that, if all required information has been filled in correctly, your Primary Customer Profile will move to In Review status, waiting for Twilio to review. Once your Primary Customer Profile is in review, you cannot edit it any more.

Customer Profiles In Review

If there is any missing or wrong information, your Primary Customer Profile will be rejected immediately and the status will be Twilio Rejected. In that case, you can still edit your information and resubmit when you're done based on the Rejection Reasons displayed in the Console.

Customer Profiles Rejected


Your Customer Profile will get approved after Twilio vets your information. Once approved, the status will change to Twilio Approved and you cannot edit the profile any more.

Customer Profiles Approve

Congratulations! You've successfully created your Primary Customer Profile.

Rate this page:

Need some help?

We all do sometimes; code is hard. Get help now from our support team, or lean on the wisdom of the crowd by visiting Twilio's Stack Overflow Collective or browsing the Twilio tag on Stack Overflow.

Thank you for your feedback!

Please select the reason(s) for your feedback. The additional information you provide helps us improve our documentation:

Sending your feedback...
🎉 Thank you for your feedback!
Something went wrong. Please try again.

Thanks for your feedback!