Submitting Subpoenas and Civil Requests to Twilio
If you are a law enforcement agency seeking customer data, please contact Twilio’s law enforcement requests team via Kodex: https://app.kodex.us/twilio/signin, or for more information visit: https://www.twilio.com/legal/law-enforcement-guidelines.
Due to COVID-19, Twilio personnel are working from home and physical offices are closed. Accordingly, Twilio is unable to receive legal process via mail, express delivery, or couriers sent to Twilio’s offices. If you intend to serve Twilio with legal process, please serve our registered agent, Corporation Service Company (CSC), through its appropriate office (see below), and send a courtesy copy via email to firstname.lastname@example.org to minimize any delay in our response to your request.
Twilio’s customers have access to their user data, including billing information, usage information, message logs, call logs, and content via Twilio’s customer console.
For the collection of message and call logs, there are two options:
- The BulkExport API. Twilio’s BulkExport API provides an efficient mechanism for retrieving all of your activity logs from the Twilio platform on an ongoing basis, or for one-off downloads.
- Customer Support Request. Customers can log into their account via https://www.twilio.com/console/ and submit a customer support request. In this request the following information should be provided:
Subject Line: Legal Request for SMS Logs and Content re [Customer Name]
In the Comments field provide:
Attention: Twilio Legal Department
Account Owner Name:
Account Owner Email Address:
Description of data requested: see https://www.twilio.com/docs/sms/api/message-resource and https://www.twilio.com/docs/voice/api/call-resource for a description of message and voice properties.
Upon receipt of the customer support ticket, an affidavit will be sent to the account owner confirming the request for customer data.
Phone numbers registered to Twilio are typically subleased to a Twilio customer. Some Twilio customers may then distribute that number to their own end user or subscriber. Twilio cannot identify whether our customer is directly using a phone number or has "resold" the number to their own end user as part of their application. Accordingly, in response to proper legal process, Twilio will provide you Twilio’s customer contact information, so that you can obtain end user information from the Twilio customer.
Other than our customer names, contact information, and types and length of service, the particular categories of other customer information that Twilio has depends on which Twilio products and services the customer uses. Twilio generally has information regarding our customers’ usage of our products and services, such as how much our customer has used our particular product or service and may include such things as the origination and destination of calls or messages, and the duration of calls. In some instances, Twilio may also have the content of communications sent or received through our customers software applications. Please note that the law prohibits Twilio from producing in civil litigation certain information. See, e.g., 18 U.S.C. § 2702. Twilio makes much of its customers data accessible to its customers themselves to download, so Twilio encourages parties involved in legal proceedings to obtain Twilio’s customer data directly from our customers whenever possible. For a list of message properties, please visit: https://www.twilio.com/docs/sms/api/message-resource.
Twilio Inc. is a Delaware Corporation with its headquarters in San Francisco, California. Twilio Inc. accepts civil requests for user data (including subpoenas and court orders) issued from the San Francisco Superior Court, the U.S. District Court for the Northern District of California, Delaware state or federal court, or properly domesticated out of state legal process. Twilio Inc. accepts personal service through our registered agent for service of process (CSC) or at our headquarters. Twilio Inc. does not accept service of civil legal process via fax or email. Service on Twilio through CSC will ensure the most efficient and timely handling of the request.
101 Spear Street, First Floor
San Francisco, CA 94105
California CSC office:
Corporation Service Company
2710 Gateway Oaks Drive, Suite 150N
Sacramento, CA 95833
Delaware CSC office:
251 Little Falls Drive
Wilmington, DE USA 19808
For a list of other CSC locations, please visit: https://www.cscglobal.com/service/about/csc-office-locations/
Notice: SendGrid Inc. was acquired by Twilio in February 2019 and the SendGrid entity was dissolved in December 2019. For all civil requests related to SendGrid products, please follow Twilio’s civil service process guidelines.
In order for Twilio to process your request, please include at minimum sufficient information regarding the customer account, such as a phone number or account identifier, so that Twilio may identify the customer account(s) at issue.
Requests from outside the U.S. can be sent to:
c/o Twilio Legal Department
101 Spear Street, First Floor
San Francisco, CA 94105
United States of America
Please include your full name, mailing address, email address and phone number with your request.