Sender ID Addendum
Last Updated: March 19, 2026
This Sender ID Addendum (“Addendum”) applies to you (“Customer”) to the extent Customer (a) integrates Twilio’s SMS or MMS messaging products and services (“Messaging Services”) into Customer’s products or services that Customer provides to End Customers (as defined below) and (b) accepts it via Customer’s account. This Addendum is between Customer and the Twilio entity that has entered into the agreement (“Twilio”) covering Customer’s use of the Messaging Services (“Agreement”) and forms part of the Agreement.
1. Definitions
“Applicable Telecommunications Law” means all applicable telecommunications laws or regulations.
“Customer Information” means any information Twilio requires from Customer as required under Applicable Telecommunications Law in the Terminating Country (e.g., entity information, authorized representative information).
“End Customer” means a customer of Customer that is seeking to use a Sender ID (as defined below) for the purpose of sending messages to recipients in the Terminating Country (as defined below).
“End Customer Information” means any information Twilio requires from Customer with respect to an End Customer as required under Applicable Telecommunications Law in the Terminating Country (e.g., entity information, authorized representative information).
“Register” means the official, centralized database of authorized Sender IDs established and maintained by the Regulator (as defined below).
“Regulator” means the governmental or regulatory authority responsible for administering and enforcing Applicable Telecommunications Law in the Terminating Country.
“Sender ID” means an alphanumeric identifier used as a brand identifier for SMS or MMS messages.
“Sender ID Application” means an application submitted, or intended to be submitted, by Twilio to the Register for the registration of a Sender ID.
“Terminating Country” means the country in which SMS or MMS messages that require a Sender ID are terminated via the Messaging Services.
“Twilio Instructions” means any written instructions Twilio provides to Customer in connection with a Sender ID in the Terminating Country.
Any capitalized term not defined in this Section 1 will have the meaning provided in this Addendum.
2. Customer Acknowledgement and Authorization
(a) Customer Acknowledgement. Customer acknowledges that pursuant to Applicable Telecommunications Law, Twilio is considered a regulated provider that has been authorized by the Regulator to register Sender IDs directly with the Register. Depending on the type of Messaging Services used by Customer, Twilio may be considered either (i) a regulated provider acting on behalf of Customer, in which case Twilio may submit Customer’s and/or End Customers’ Sender ID Applications to the Register pursuant to this Addendum or (ii) an owner of a Sender ID on the Register, in which case Twilio may permit Customer or its End Customers to use such Sender ID on a shared basis. This Addendum constitutes a written contractual arrangement for the use of Sender IDs in the Terminating Country upon the registration of such Sender IDs on the Register.
(b) Customer Authorization. Customer hereby authorizes Twilio, as a regulated provider, under the Applicable Telecommunications Law, to submit Customer’s or End Customers’ Sender ID Applications, as applicable, to the Register for registration and use of Sender IDs in the Terminating Country in accordance with this Addendum.
3. Twilio Responsibilities
(a) Sender ID Application Submission. Prior to submitting any Sender ID Application to the Register for the Terminating Country, Twilio will review all Customer Information or End Customer Information, as applicable, provided by Customer to verify that it meets the standards required under the Applicable Telecommunications Law. To the extent Twilio determines, in its sole discretion, that the Customer Information or End Customer Information, as applicable, does not meet the standards required under Applicable Telecommunications Law, Twilio may request additional information from Customer, delay the submission of, or decline to submit, a Sender ID Application to the Register for the Terminating Country. Twilio is not liable to Customer or any End Customers resulting from any delay in the submission of, Twilio’s decision to decline to submit, or rejection by the Regulator of, a Sender ID Application.
(b) Suspension or Withdrawal. Twilio may, upon written notice and without liability to Customer or any End Customers, suspend Customer’s or an End Customer’s use of a Sender ID with the Messaging Services or withdraw a Sender ID from the Register, where Twilio reasonably determines that, (i) such suspension or withdrawal is required by the Regulator; (ii) such suspension or withdrawal is required for Twilio to comply with its obligations as a regulated provider under Applicable Telecommunications Law; (iii) where any information provided by Customer to Twilio in connection with this Addendum or Twilio Instructions is incomplete, inaccurate, or misleading such that it warrants such suspension or withdrawal; (iv) such suspension or withdrawal is permitted under the Twilio Instructions; or (v) Customer or an End Customer is in breach of this Addendum.
(c) Customer or End Customer Non-Compliance. Twilio may, in its sole discretion, suspend submission of new Sender ID Applications to the Register for the Terminating Country or terminate this Addendum in accordance with Section 5(b) (Termination by Twilio) of this Addendum, in either case, if Customer or an End Customer fails to comply with Applicable Telecommunications Law, the Twilio Instructions, or this Addendum.
4. Customer Responsibilities. Customer is responsible for the following: (a) collecting and providing Customer Information or End Customer Information, as applicable, to Twilio in accordance with the Twilio Instructions and this Addendum; (b) notifying End Customers of, and cooperating with Twilio in relation to such End Customers’ non-compliance with Applicable Telecommunications Law, the Twilio Instructions, or this Addendum; (c) promptly notifying Twilio in writing if an End Customer ceases to be a customer of Customer, or Customer ceases sending SMS or MMS messages via the Messaging Services that require a Sender ID; and (d) ensuring its agreements with End Customers (i) require End Customers to provide accurate, current, and complete End Customer Information; (ii) impose obligations to make End Customers responsible for using Sender IDs in accordance with Applicable Telecommunications Law; (iii) prohibit fraudulent use of a Sender ID or using a Sender ID for misleading or deceptive activities, including, without limitation, impersonating another entity or person; and (iv) grant the necessary rights for Twilio to fulfill all of its obligations and rights under this Addendum, including, without limitation, any Sender ID suspension, withdrawal, and termination rights.
5. Termination
(a) Termination by Customer. Customer may terminate this Addendum upon written notice to Twilio in accordance with the Agreement.
(b) Termination by Twilio. Twilio may terminate this Addendum, (i) immediately upon written notice to Customer, where required for Twilio to comply with Applicable Telecommunications Law or the Regulator’s direction; (ii) immediately upon written notice to Customer, where Twilio has reason to believe, in good faith, that Customer’s or an End Customer’s continued use of a Sender ID may create a regulatory or compliance risk for Twilio, or result in Twilio’s non-compliance with Applicable Telecommunications Law; or (iii) subject to the material breach provisions set forth in the Agreement, if Customer or an End Customer materially breaches this Addendum.
(c) Effect of Termination. Upon termination of this Addendum, Twilio will (i) terminate Customer’s ability to send SMS or MMS messages via the Messaging Services requiring a Sender ID in the Terminating Country and (ii) if required, update the Register for the Terminating Country to reflect that Twilio is no longer acting as a regulated provider on behalf of Customer.
6. Terminating Country-Specific Terms. The following terms apply to the extent a Sender ID is used in the applicable Terminating Country set forth below. In the event of any conflict between this Section 6 and any other provision of this Addendum, the terms of this Section 6 will prevail with respect to such Terminating Country.
(a) Australia
(i) “Applicable Telecommunications Law” means the Telecommunications (SMS Sender ID Register) Industry Standard 2025 and the SMS Sender ID Register (Application, Access and Administration) Determination 2025, as amended from time to time.
(ii) “Australian EMSP” is an Electronic Messaging Service Provider (as defined in the Applicable Telecommunications Law) that has an Australian Business Number (ABN).
(iii) “Customer Common Sender ID” means a Sender ID that Twilio has registered to Customer’s legal entity on the Register on behalf of Customer, where Customer permits multiple End Customers use of a Sender ID on a shared basis for the delivery of one-time password (OTP) or similar authentication Messaging Services.
(iv) “End Customer Information” means any documentary or electronic evidence provided by Customer to Twilio for Twilio to verify, in compliance with Applicable Telecommunications Law, (w) an End Customer’s status as a legitimate, active legal entity; (x) the identity of such End Customer’s authorized representative(s); (y) such authorized representative(s)’ authority to act on such End Customer’s behalf; and (z) a legitimate and verifiable association between such End Customer and a Sender ID.
(v) “Regulator” means the Australian Communications and Media Authority (ACMA).
(vi) “Twilio Common Sender ID” means a Sender ID that Twilio owns and controls and has registered to its own legal entity on the Register, where Twilio permits Customer or End Customers to use on a shared basis for the delivery of one-time password (OTP) or similar authentication Messaging Services.
(vii) “Twilio Instructions” means any written instructions Twilio provides to Customer regarding compliance-related information, Sender ID Applications, and/or Twilio’s interactions with the Register or Regulator on Customer’s behalf, from time to time, and includes the guidance set forth at https://help.twilio.com/articles/46266521342747.
(viii) Customer as an Australian EMSP. Where Customer is an Australian EMSP, Customer is responsible for obtaining and maintaining its status as a participating telecommunications provider with the Regulator prior to entering into this Addendum and for the duration that Customer is subject to this Addendum.
(ix) Registration and Use of Common Sender ID. Where Customer or its End Customer uses a: (y) Twilio Common Sender ID, Twilio owns the Sender ID, controls the shared use of it, and does not interact with the Register on behalf of Customer or (z) Customer Common Sender ID, Twilio may interact with the Register on behalf of Customer for the purpose of its initial registration of Customer’s Sender ID Application; provided, however, Customer owns the Sender ID and controls the shared use of it. In both cases (y) and (z), Customer must comply with the Twilio Instructions regarding Customer Information and End Customer Information that Twilio requires to remain compliant with Applicable Telecommunications Law.
(x) Customer Termination of this Addendum. If Customer wishes to terminate this Addendum, Customer will provide notice of termination in accordance with the Agreement and copy senderid@twilio.com on any such notice. Where Customer is acting as: (y) an Australian EMSP, Customer will become responsible for registering its End Customers’ Sender IDs on the Register and interfacing with the Register and the Regulator independently of Twilio as of the termination effective date or (z) an International Telecommunications Service Provider (as defined in Applicable Telecommunications Law), Twilio will be unable to provide the Messaging Services requiring a Sender ID to Customer as of the termination effective date.
(xi) Contractual Arrangements with Partners. This Addendum and the Agreement together represent Twilio’s contractual arrangements with its Electronic Messaging Service Provider (as defined in Applicable Telecommunications Law) or International Telecommunications partners as a regulated provider under Applicable Telecommunications Law.