--- title: Twilio Reviews meta_title: 'Twilio Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 530 reviews by the users' company size, role or industry to find out how Twilio works for a business like yours. aggregate_rating: rating_value: 4.1 review_count: 530 scale: '5' date_modified: '2026-08-12' parent_category: name: Development url: https://www.g2.com/categories/development --- # Twilio Reviews **Vendor:** Twilio **Category:** [Communication Platform as a Service (cPaaS) Platforms](https://www.g2.com/categories/communication-platform-as-a-service-cpaas) **Average Rating:** 4.1/5.0 **Total Reviews:** 530 ## About Twilio Today's leading companies trust Twilio's Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales to marketing to growth, customer service and many more engagement use cases in a flexible, programmatic way. Across 180 countries, millions of developers and hundreds of thousands of businesses use Twilio to create magical experiences for their customers. ## Twilio Pros & Cons **What users like:** - Users find Twilio to be **user-friendly** , easily managing services and features without complications. (40 reviews) - Users praise Twilio for its **easy integrations** , enhancing communication and streamlining workflows within their businesses. (30 reviews) - Users praise Twilio for its **seamless integrations** with various systems, enhancing communication efficiency and stability. (23 reviews) - Users value Twilio for its **easy setup** , enjoying a seamless and efficient integration process for communications. (21 reviews) - Users value Twilio's **efficient API integration** , ensuring seamless notifications and communication across various platforms. (19 reviews) - API Quality (17 reviews) - Messaging (17 reviews) - Reliability (17 reviews) - Users appreciate the **easy communication** provided by Twilio, streamlining notifications for medical appointments and enhancing security. (15 reviews) - Features (13 reviews) **What users dislike:** - Users find Twilio's pricing to be **expensive at scale** , especially with increasing usage of SMS and WhatsApp. (26 reviews) - Users experience **poor customer support** , facing long response times and inadequate assistance for resolving issues. (23 reviews) - Users often find **difficult configuration** for advanced features challenging, especially without programming expertise in smaller teams. (14 reviews) - Users find the **complex setup** for advanced features challenging, often requiring programming skills and delaying usability. (11 reviews) - Users find that the **technical knowledge required** for Twilio's advanced features can be challenging for smaller teams. (11 reviews) - Users experience **billing issues** with Twilio, facing complex pricing, unexpected charges, and frustrating account blocks. (10 reviews) - Users find Twilio's **limited features** frustrating, as it lacks sufficient marketing metrics and user-friendly integrations. (10 reviews) - Users report significant **messaging issues** with Twilio, including fraud, poor support, and unresolved SMS disruptions. (10 reviews) - Users find the **complex process** of getting started with Twilio challenging, especially for beginners navigating the dashboard. (8 reviews) - Learning Curve (8 reviews) ## Twilio Reviews ### 1. Nonexistent Support and Unresolved Broken Features After Weeks **Rating:** 0.5/5.0 stars **Reviewed by:** Joe A. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2026 **What do you like best about Twilio?** Fairly straight forward integration and a good basket of product offering. **What do you dislike about Twilio?** Their customer service is terrible, non-existent actually. They do not listen to anything you tell them and instead constantly feed you stock answers from the support docs regardless of relevancy. The goal seemed to be to get you to pay for a customer service package in order to get them to tell them where their system has failed. I am now 6 weeks into an issue getting A2P 10DLC approved for 4 clients. I had already submitted all, having gone through their process. I never received an email that any were disapproved, then I log in one day to check and all are back at the starting point. I reached out to understand what and get them to again share the Brand to these 4 accounts, and while they said the share the Brand to all my account it took 3 emails to get that to actually be so. Now the Brand registration process only produces drafts, even though when I go through it, it says it has been successfully submitted. On a couple I have 10-12 draft brand registrations. They then started explaining to me how & what I needed to do to get the campaign registration done when I cannot even get to that point. I have now sent 4 emails to them with video showing conclusively that what I say is true and they flat out ignore me. Terrible **What problems is Twilio solving and how is that benefiting you?** They are still providing texting & call tracking in my app, but at this point it is impossible to onboard any new clients for 6 weeks. ### 2. Frustrating Experience with Zero Support and Hidden Costs **Rating:** 0.0/5.0 stars **Reviewed by:** Luke S. | Technical Project Manager, E-Learning, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Twilio?** Honestly, there’s very little to highlight positively given our experience. While Twilio does offer a wide range of communication APIs (SMS, voice, etc.), the overall usability and support experience significantly overshadow any potential benefits. The platform might be powerful in theory, but in practice, the lack of responsive support and clarity makes it difficult to take advantage of those features effectively. **What do you dislike about Twilio?** The biggest downside has been the support experience. Responses are extremely slow or nonexistent, and when you do get something, it’s often generic and not helpful for real issues. Most of the initial support seems AI-driven and unable to handle anything beyond basic questions. On top of that, being asked to pay a significant additional fee just to access proper live support is frustrating and feels unreasonable. We’ve also experienced challenges with reliability during testing and setup. The platform itself can feel overly complex without clear guidance, which makes onboarding and troubleshooting harder than it should be. Overall, the lack of timely support and clarity has made it difficult to rely on Twilio for critical business needs. **What problems is Twilio solving and how is that benefiting you?** Its not helping at all ### 3. Scam - No weight held in their product. **Rating:** 0.0/5.0 stars **Reviewed by:** Jason D. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 02, 2026 **What do you like best about Twilio?** Literally zero recommendations. Committed pure fraud in my eyes and I dont see myself ever using their platform at all. They ask for you to pay for their service first before youre even allowed to use their service which goes through an AI generated approval process. Extremely unfair. **What do you dislike about Twilio?** I hated that you had to pay first to MAYBE get to use their service. Its a scam, a con and fraud. I cannot get a refund. I am a small business that wanted to be able to send out push notifications to its employees and clients and now I am at a loss for words. **What problems is Twilio solving and how is that benefiting you?** Twilio has offered ZERO solution to me. No refunds or REAL HUMAN CONTACT. ### 4. Avoid Twilio: Confusing Setup and Hidden Costs **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2026 **What do you like best about Twilio?** Nothing **What do you dislike about Twilio?** Twilio's free tier is misleading and doesn't allow real testing, only preset SMS, which feels more like a demo than a free plan. The onboarding process is confusing, and I had a very specific use case which wasn't supported without hours of struggle. I was charged $20 upfront for registration fees without any clear benefit, and my account was suspended for lack of funds. The pricing model seems deceptive, with hidden charges for necessary permissions totaling $19, which aren't clearly displayed. Overall, it felt like a scam, and I've decided to switch providers. **What problems is Twilio solving and how is that benefiting you?** I hoped to use Twilio for real-time alerts, but instead faced charges without solutions. It didn't allow testing custom SMS, and the onboarding was confusing. ### 5. Absolute waste of time. **Rating:** 0.0/5.0 stars **Reviewed by:** Gearoid C. | Co-founder & CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2026 **What do you like best about Twilio?** Their user interface and the broad suite they cover **What do you dislike about Twilio?** everything else. Absolute waste of time. Stuck in cyclical loop of getting rejected while providing valid company information. I regret even getting this far with the company **What problems is Twilio solving and how is that benefiting you?** It has lots of functionality to integrate with comms channels ### 6. Powerful CRM API Integration, but Unacceptably Slow Support **Rating:** 0.5/5.0 stars **Reviewed by:** John C. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 25, 2026 **What do you like best about Twilio?** It is a way to integrate API services with a CRM. **What do you dislike about Twilio?** The support is the worst I have ever seen in my life. It took over a month to respond with my inquiry which was to repeat (email btw) my ticket number.... **What problems is Twilio solving and how is that benefiting you?** A seamless API for text and email communication ### 7. Horrible Company **Rating:** 0.0/5.0 stars **Reviewed by:** Huzaifa A. | Chief Executive Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 20, 2026 **What do you like best about Twilio?** Nothing whatsoever. The UI, integrations, and overall performance are all horrible. Customer service is especially bad, and the pricing is terrible too. **What do you dislike about Twilio?** Everything Theres nothing to like about it **What problems is Twilio solving and how is that benefiting you?** Nothing ### 8. $10,000 fraud charges, no help from Twilio on solving it - straight up scam **Rating:** 0.0/5.0 stars **Reviewed by:** Mattis A. **Reviewed Date:** November 14, 2025 **What do you like best about Twilio?** Twilio is fairly easy to set up, which can be beneficial for teams looking to quickly integrate SMS communication functionalities. **What do you dislike about Twilio?** I’ve had a very disappointing experience with Twilio. We faced SMS toll fraud, which led to thousands of dollars in charges, including charges from a Twilio service, Authy, that we never enabled. Their fraud protection tools failed to prevent this, and we had to stop the activity ourselves. The support we received was non-existent, inconsistent, and often contradictory. Despite presenting logs and evidence, we got false explanations that neither addressed the root issue nor clarified how Authy charges occurred. Our account was suddenly locked over an unexplained balance not visible in our billing history, yet Twilio insists on payment before continuing any investigation. This feels like a scam. Their actions have led to significant operational challenges and financial losses for us. **What problems is Twilio solving and how is that benefiting you?** I use Twilio for SMS communication to customers, but I've faced major fraud issues and poor support, costing us significant money and operational challenges. ### 9. Terrible Customer Service - like talking to a wall **Rating:** 0.0/5.0 stars **Reviewed by:** Sam A. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** July 11, 2026 **What do you like best about Twilio?** Choosing local phone numbers - programming them. **What do you dislike about Twilio?** Terrible customer service for long time customers **What problems is Twilio solving and how is that benefiting you?** Connecting customers to their customers. Although this has become hard ### 10. Frustrating Experience with Poor Support and Usability **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User | Small-Business (50 or fewer emp.) **Reviewed Date:** June 25, 2026 **What do you like best about Twilio?** I like that Twilio's core features and functions work, allowing me to run my business. **What do you dislike about Twilio?** The platform's actual support and usability are poor. Their UI feels like it's in the nineties, and their support is awful. They want to upcharge for basic features and functions. I would gladly use any other provider than Twilio if I had the opportunity, as they're terrible. **What problems is Twilio solving and how is that benefiting you?** It helps with calling people. ### 11. $35,000 fraud charges, no help from Twilio on solving it **Rating:** 0.0/5.0 stars **Reviewed by:** Brady v. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 01, 2025 **What do you like best about Twilio?** I have never hired them nor used their service, I have no idea how good they are or not at what they supposedly do. All I know is that my credit card has been charged $35,000 to their credit. I have never signed a contract with them nor received any correspondence from them. All of my attempts to contact their customer service have fallen flat. I am not able to get past their bots **What do you dislike about Twilio?** I noticed a charge on my credit card, a little over $35,000. I reported this to.Twilio through their customer service portal. I get bot responses, and I answer all of the questions The bot asks, but I cannot get any help. They may be good at their job, I doubt they have any complicity in this credit card charge, but they are certainly not helping me resolve the problem. If I were contemplating using them for their stated service, I would be incredibly reluctant. You will have no way of getting a hold of an actual person to solve your problem. **What problems is Twilio solving and how is that benefiting you?** I am not a customer, I have only been fraudulently charged by them for over $35,000. I have brought this to their attention and they refuse to do anything about this. If anyone has any questions about this, I would be happy to tell them my story firsthand before they make the mistake of dealing with a company like this. My email is brady@vanmatreconstruction.com ### 12. Not recommended at all, crazy process from very beginning **Rating:** 0.0/5.0 stars **Reviewed by:** Andrei M. | Head Of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** August 25, 2025 **What do you like best about Twilio?** Nothing! charged first - clocked instantly after the charge **What do you dislike about Twilio?** Wanted to open a new account and test Voice AI agent, they wanted me to upgrade and pay 20$ I did that, and instantlythe account was blocked, then they sent me a long batch of emails asking what I'm planing to do for what companies etc. I did provide all docs, there were not happy with company adress and keep in mind that I wanted to pay 20$ only to build the test example and call myself, I provided 2 numbers that I will be calling and receiving calls from. Guess what account was permanently blocked. Not recommended at all! **What problems is Twilio solving and how is that benefiting you?** ai voice agent automation - but I will go with the competitor ### 13. No useful support and no response to my requests online and on the phone. **Rating:** 0.0/5.0 stars **Reviewed by:** Jay F. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2025 **What do you like best about Twilio?** There is nothing I like abouit Twiliio. It was a horrendous waste of time to try to make it work. **What do you dislike about Twilio?** I couldn't make it work. I couldn't find useful support from them, either online or on the phone. This product was therefore of no use to me, so I tried to cancel it. I never could use it, and thus I never did use it. But they kept on billing me anyway. When I tried to reach them to reverse that charge, I could't reach them online or on the phone. I left multiple messages asking that they respond to me, but they never did. Useless, terrible ripoff company. I wouldn't recommend them to anyone. You're better off not dealing with them at all. **What problems is Twilio solving and how is that benefiting you?** We were unable to get it to work, and are therefore not using it. ### 14. They just don't care **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2026 **What do you like best about Twilio?** They have not proven benefit to my needs **What do you dislike about Twilio?** lack of communication, lack of email alerts on campaign denials, lack of transparency on denials, and slow reviewal practices for submissions and re-submissions. **What problems is Twilio solving and how is that benefiting you?** A2P campaigns. ### 15. Extremely disappointing experience with Twilio support **Rating:** 0.0/5.0 stars **Reviewed by:** Robert W. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** March 06, 2025 **What do you like best about Twilio?** Twilio offers an impressive range of features and API integrations that allow communication solutions to be integrated quickly and efficiently into existing systems. The documentation is extensive and well-structured, which makes implementation easier for developers. We were particularly impressed by the flexibility in call management and the automation possibilities. The scalability of the platform is also a clear advantage for companies that want to grow. **What do you dislike about Twilio?** Unfortunately, our initial enthusiasm was dampened by an extremely disappointing support experience. Our account was suddenly and without warning suspended, just one week after the release of our integration. Despite detailed explanations on our part, we have not received any response from Twilio support for over 2 weeks. The lack of transparency in the verification process and the fact that the service was abruptly shut down during operation have not only massively disrupted our operations but also permanently shaken our trust in Twilio. If Twilio does not address these issues, we unfortunately cannot recommend the platform further. **What problems is Twilio solving and how is that benefiting you?** Twilio solves the problem of seamless integration of telephony and messaging functions into existing software solutions. With Twilio's comprehensive APIs, we were able to integrate phone calls directly into our CRM system without having to resort to separate solutions. This has enabled our users to make calls directly from the application and manage customer conversations more efficiently. The flexibility and scalability of the platform are particularly helpful for companies that want to gradually expand their communication functions. However, due to inexplicable account suspensions that occur without prior notice, the product is rendered worthless. ### 16. DO NOT RELY ON TWILIO FOR CRUCIAL BUSINESS SYSTEMS **Rating:** 0.0/5.0 stars **Reviewed by:** Jake D. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2025 **What do you like best about Twilio?** The platform is easy to navigate and seems to offer a good, well organised UX **What do you dislike about Twilio?** Their customer service is beyond awful. They cut off my business phone lines for 2 full days, with no responsibility taken, no apology, blame shifting and no urgency to restore them. **What problems is Twilio solving and how is that benefiting you?** None any more, we've ported away ### 17. Unnecessarily Complicated Verification Process for Simple Use Case **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2025 **What do you like best about Twilio?** If it worked, I'm sure it would be great. **What do you dislike about Twilio?** Their customer verification process is unnecessarily burdensome and inefficient. Despite providing complete details about my LLC, business purpose, and intended use case in my initial response, I received identical verification requests from three different support representatives (Abhishek, Gaurav, and Himanshu), each asking for the exact same information. The lack of internal communication between support teams resulted in days of back-and-forth for what should have been a simple implementation. Meanwhile, my purchased toll-free number remained unusable, returning busy signals when called. For a company that markets itself as developer-friendly with seamless integration, their customer onboarding experience contradicts this promise entirely. The verification process became so tedious that I considered abandoning the service altogether for a competitor. This experience makes me question their operational efficiency and customer-centric approach. **What problems is Twilio solving and how is that benefiting you?** Twilio's platform offers a technical solution for our family cabin's gate access system. I wanted to create an automated phone response system where visitors could call a number at our cabin's gate, enter a PIN code, and gain entry if authorized. Twilio's Studio Flow interface allowed me to build this system visually with conditional logic for different PIN codes. In theory, this would eliminate the need for physical keys or gate remotes, making access more secure and convenient for family members. It would also allow us to change access codes remotely when needed. Additionally, the same number could be used for family communications about cabin usage and maintenance. Unfortunately, while the technical solution seemed perfect, I've been unable to implement it due to their burdensome verification process, so I haven't realized these benefits yet. ### 18. It's a headache, terrible usability, zero support **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 04, 2026 **What do you like best about Twilio?** The services they are supposed to offer, but everything is a problem. **What do you dislike about Twilio?** The price, the support, the lack of information, the usability. They have consumed services that worked well before Twilio came in. **What problems is Twilio solving and how is that benefiting you?** Send transactional SMS and Email ### 19. Nonexistent support for a small business **Rating:** 1.0/5.0 stars **Reviewed by:** Darrell R. | Board Member and Investor, Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2024 **What do you like best about Twilio?** It was very easy for me to purchase my service and be billed promptly, and be assigned a phone number. **What do you dislike about Twilio?** When setting up phone number there are numerous requirements for certifications, Weber hawks, and technical integration requirements that are neither well documented, clear, or aided by any on screen bye workflow. Further there are no live chat or Live telephone options for a small business. Finally when emailing support, response times are greater than 24 hours. I purchased a Twilio number four weeks ago and I still can neither receive calls no more receive voicemails. Tragic. Would not recommend try RingCentral instead **What problems is Twilio solving and how is that benefiting you?** I needed a VoIP phone line for my calling features for my CRM platform ### 20. Used to be fine, But stopped working and the support cannot care less! **Rating:** 0.0/5.0 stars **Reviewed by:** Pejman Y. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** January 06, 2025 **What do you like best about Twilio?** There are many features, tons of integrations, and not so hard to setup **What do you dislike about Twilio?** When something's wrong, don't expect them to help with diagnosis, let alone support! **What problems is Twilio solving and how is that benefiting you?** Virtual numbers integrated with our company services ### 21. Started ok, then when I had a problem I finally gave up and switched to Telnyx after 10 days **Rating:** 0.0/5.0 stars **Reviewed by:** Christopher A. | Graphic Designer/ Videographer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2024 **What do you like best about Twilio?** The Price is good. Reasonably simple to set up **What do you dislike about Twilio?** The customer support is somewhere between awful and non existant. **What problems is Twilio solving and how is that benefiting you?** We wanted to send texts to our members. ### 22. Twilio's Customer Support is forcing us to consider alternatives **Rating:** 0.0/5.0 stars **Reviewed by:** Eli A. | Founder, CTO, Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2023 **What do you like best about Twilio?** Twilio has everything we need for messaging, and for the most part, it's easy to use **What do you dislike about Twilio?** We've been a Twilio customer for 7 years, but recently, our messages have been filtered by carriers, and we're not sure why. Unfortunately, Twilio's customer support has gone radio silent, and we've been waiting for over 2 months for a resolution to the problem. Meanwhile, we're missing out on crucial customer communication, and it's causing us to lose thousands of sales. We have always been happy with Twilio, but right now, they're actively hurting our business, and we're exploring other options. **What problems is Twilio solving and how is that benefiting you?** Twilio allows us to communicate with customers about orders and account verification ### 23. It's totally bad software **Rating:** 0.0/5.0 stars **Reviewed by:** Orkhan H. | Head of Growth, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** December 26, 2023 **What do you like best about Twilio?** Customer support is quite fast. It's a complicated system with no set safety precautions. **What do you dislike about Twilio?** Our system got an SMS attack and they agreed to discharge all our account money. Fortunately, it has just reached daily spending which is $2k, and then stopped. They refuse to refund or provide any credits. They just say that we should take care of it with our security measures however we set to charge only USD 25 when the balance goes below $5. But these happened in a very short time so we even did not get an email about these transactions. **What problems is Twilio solving and how is that benefiting you?** SMS notifications for OTP while sing up ### 24. Terrible experience. Slow unresponsive support. I lost customers because of Twilio **Rating:** 0.5/5.0 stars **Reviewed by:** John P. | Marketing Assistant, Small-Business (50 or fewer emp.) **Reviewed Date:** August 14, 2023 **What do you like best about Twilio?** I actually really liked the service, mainly how easy that made it to add SMS capabilities to my app. But there are plenty of other tools that can do this. **What do you dislike about Twilio?** t the beginning, my experience with Twilio was quite positive. However, recent regulation changes concerning SMS and phone numbers have brought some challenges to light. I believe that Twilio could have been clearer and more proactive in their communication about these adjustments and their implications. Upon seeking clarification, I was initially reassured by Chris from support that all was in order on my end. Unfortunately, a few days later, I experienced disruptions with the SMS alerts from my app. While I understand the weight of my concerns may vary, I felt the urgency of resolving these issues given the critical role of Twilio's SMS infrastructure for my application. I engaged with their support on 8/11, and by 8/14, I'm still awaiting a comprehensive solution. I recognize that Twilio cannot control external regulation changes. However, as an infrastructure application, I believe it's paramount for them to offer responsive and insightful support. Addressing issues promptly can significantly mitigate the downstream impact on customers like myself. I truly hope Twilio takes this feedback seriously, as it's essential for them to maintain trust and reliability in their service. While I have reservations now, I believe every company has room to learn and grow. Potential users should be aware and consider my experience in their decision-making process. For now, I'd recommend that anybody with an app that needs to send critical alerts stays clear of Twilio. **What problems is Twilio solving and how is that benefiting you?** Twilio allow me to send OTP sms notifications from my app, as well as transactional SMS notifications informing my customers anytime their form is submitted from one of my forms. ### 25. Horrendous customer service **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Fund-Raising | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2023 **What do you like best about Twilio?** Easy API hookup - that is really the only redeeming quality **What do you dislike about Twilio?** The customer service was some of the most inept, rude, and smug people I have ever dealt with - even with folks that are "higher ups" within the company. We were spending over $100k a year with them since 2022. They overcharged us by $18k in 2023 and only gave us back a $9k credit. Due to the issue, we told them we would not be renewing our contract if they did not assign us a new account rep since our experience with ours was atrocious. They told us we would not be getting a new account rep so we are leaving. Such an easy fix and they wouldn't help us out. We used Twilio every single day so just know that they brought us to our breaking point. Trying to get a new number approved has become impossible and they won't give you a reason as to why phone applications are being denied. Support team is useless. They laid off a huge amount of their work force and it shows. The company is going donwhill fast. The Twilio we worked with in 2022 is not the Twilio that is offered in 2023. A huge waste of money and they are extremely deceptive. **What problems is Twilio solving and how is that benefiting you?** They are solving no problems and only bringing new issues into our workflows. ### 26. Poor Customer Service in Twilio causing disreuption in our business **Rating:** 1.0/5.0 stars **Reviewed by:** Tanya D. | Head of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** October 06, 2023 **What do you like best about Twilio?** Fair pricing, easy deployment, ease of use, user-friendly UI, normal operation with non-US numbers **What do you dislike about Twilio?** Poor customer support. Use of AI for responses to customers. Kicking request from one department to another with more than 2 weeks required to understand the source of the problem Disability to resolve issues with blocking/filtering SMS by local US carriers while Twilio is based in the US. **What problems is Twilio solving and how is that benefiting you?** Twilio is integrated with our software to notify customers via text messaging (SMS) all over the world. ### 27. Horrible Company for A2P Onboarding **Rating:** 0.0/5.0 stars **Reviewed by:** Lazar W. | CTO, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2023 **What do you like best about Twilio?** Honestly, compared to their competition, I can't think of any. **What do you dislike about Twilio?** We tried for over a month to get our basic A2P campaign approved by Twilio. Our campaign was rejected five times, each time with no explanation as to why, and with no documentation as to how to rectify our campaign. We tried seeking their help via the customer support system, which went nowhere. We eventually gave up and went elsewhere. If you are planning an A2P campaign with Twilio, don't waste your time and go elsewhere. **What problems is Twilio solving and how is that benefiting you?** None. They didn't solve our problem and were unable or unwilling to help. ### 28. Disappointing Customer Support Experience **Rating:** 0.0/5.0 stars **Reviewed by:** Slavko T. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2023 **What do you like best about Twilio?** The platform itself has a lot to offer, but if you encounter any issues, be prepared for long waits and lack of thorough assistance. **What do you dislike about Twilio?** I'm generally reluctant to rate a service 1 star, but my experience with Twilio's customer support left me no choice. The platform itself has a lot to offer, but if you encounter any issues, be prepared for long waits and lack of thorough assistance. My issues weren't addressed in a timely manner and the solutions proposed often lacked the necessary clarity. For a tech-driven platform like Twilio, it's surprising to see such an underwhelming support infrastructure. The company needs to invest heavily in their customer support sector. **What problems is Twilio solving and how is that benefiting you?** None! ### 29. Account suspended for no reason **Rating:** 0.0/5.0 stars **Reviewed by:** Alexandru C. | Senior Frontend Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 02, 2023 **What do you like best about Twilio?** Good prices. Veasy easy to learn API. Easy to integrate. **What do you dislike about Twilio?** As a developer I wanted to explore Twilio's API. I was very excited about the possibilities, but I had no specific project in mind.After paying 20$ and upgrading my account, they suspended it, asking me all kinds of backward questions like what is my business, requiring me to send them emails from the server where my application is.After trying to answer their questions they replied:"After careful review, we will not be able to approve your account and unable to provide details regarding decisions made in the account review process. We apologize for any inconvenience caused." I understand that they are trying to protect themselves from spammers but I did not abuse the service. I did nothing wrong.They could also ask for my id or find other ways of detecting spammers. Very disappointed. **What problems is Twilio solving and how is that benefiting you?** AI Customer service. ### 30. Worst customer service **Rating:** 0.0/5.0 stars **Reviewed by:** Prateek A. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 22, 2023 **What do you like best about Twilio?** All apis under one roof. Pay as you go pricing allows users like me who are just starting to limit their expenses. **What do you dislike about Twilio?** Lot of bugs. Customer support didn't reply even in 8 days and I am still waiting. **What problems is Twilio solving and how is that benefiting you?** Whatsapp official api for businesses. ### 31. Unless you pay 250/m for support dont use this company **Rating:** 0.5/5.0 stars **Reviewed by:** William W. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2023 **What do you like best about Twilio?** Set up and buying a number is easy. From this point on they don't assist with anything else. **What do you dislike about Twilio?** The MINIMUM support fee is $250 a month. Expect zero support otherwise with complete ignorant "support representatives." They ruined my phone number by duplicating requests, and their response was "There's nothing we can do. You can buy another phone number. How do you wanna proceed?" I don't usually log interviews, for my experience but Twillio is a complete JOKE. **What problems is Twilio solving and how is that benefiting you?** SMS with Customers ### 32. Extremely poor call quality and support **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Twilio?** Sometimes calls connect. Most times though calls fail. We are using twilio voice and messaging and the pricing simply does not justify the poor quality **What do you dislike about Twilio?** Extremely poor support, call quality is extremely poor impacting our sales morale and conversions. Despite being a long time customer all requests to help us fix the call quality issues resulted in very inadequate and pointless conversations with support agents. **What problems is Twilio solving and how is that benefiting you?** Connect with customers ### 33. Confusing rules; no tech support **Rating:** 0.0/5.0 stars **Reviewed by:** Harry M. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Twilio?** The API is pretty good. It does what we need. **What do you dislike about Twilio?** The rules Twilio provides for using the product are inconsistent. When you try to get tech support, Twilio doesn't respond. **What problems is Twilio solving and how is that benefiting you?** We use Twilio to send text messages. That benefits us, but that benefit is overwhelmed by the inconsistent rules for using the product and the lack of support. ### 34. I followed it's instructions for Whatsapp, then my Whatsapp account was banned and no one helped me **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** August 25, 2023 **What do you like best about Twilio?** The api seemed to work great. The set up was easy until it resulted in my whatsapp business account being banned, I can't even use Whatsapp with my personal number now. Support downgraded ticket and is unresponsive. **What do you dislike about Twilio?** The documentation had me set up a new whatsapp business account with my number, it was banned and is unrecoverable. Support is unresponsive. **What problems is Twilio solving and how is that benefiting you?** Notifications to users via Whatsapp ### 35. TWILIO HAS BAD CUSTOMER SERVICE **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) **Reviewed Date:** August 02, 2023 **What do you like best about Twilio?** Nothing about it. Plivo & orher service providers are much better **What do you dislike about Twilio?** Twilio has bad customer service & response time to resolve issue. If your app, website or product depends on Twilio service, don't use them. They will suspend your account on baseless grounds & u have to go thru barriers to reactivate it. **What problems is Twilio solving and how is that benefiting you?** It is not helping my business when it suspend it for baseless reason and cause damages to my business ### 36. No service after many years for starter **Rating:** 0.0/5.0 stars **Reviewed by:** Duane W. | Director of Sales and Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** September 14, 2022 **What do you like best about Twilio?** Simple to use, fast API 2, WEB, APPS, etc. WAT ELSE 2 WANT US TO PUT IN ENDLESSLY? **What do you dislike about Twilio?** Interruptions after many years: Upon checking your account, I see you have created a Starter business profile. However, there is no Brand or Campaign created. Please note, starting 6th September 2022 Twilio has paused Starter Brand registration for both Direct and ISV customers as TCR/Carriers are putting stricter standards for who qualifies for a Starter brand. While we are still working with TCR/Carriers to finalize our timing and strategy for rolling this out, we need to stop onboarding customers to Starter brands/campaigns until this is complete. Hence, I request you register for Standard Brand. Below are the resources that may be helpful for you based on the type of customer you are: Direct Customer Standard Brand: https://www.twilio.com/docs/sms/a2p-10dlc/onboarding ISV Standard Brand: https://www.twilio.com/docs/sms/a2p-10dlc/isv-starter-overview **What problems is Twilio solving and how is that benefiting you?** SMS/MMS, WEB ### 37. HORRIBLE CUSTOMER SERVICE **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2022 **What do you like best about Twilio?** They will give you the run around for weeks. This company asked me the dumbest questions back and forth for over 10 emails. Gave me the absolute run around and grilled me about all my addresses on my PayPal and made me jump through ridiculous hoops, one after another. each email was a new request. ZERO respect for their customers or time and they hold you, hostage, while you paying for other apps that are running only on their service such as GHL. If i knew this I would never have signed up for GHL. **What do you dislike about Twilio?** Everything. The set up is an absolute nightmare. **What problems is Twilio solving and how is that benefiting you?** Proper customer service ### 38. Be careful with this company **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2022 **What do you like best about Twilio?** nothing at all, very bad experience, be careful with this company and the auto charge option in the account. it can costs you a lot of money and the support doesnt help **What do you dislike about Twilio?** Be careful with this company! We had an account and used it for SMS otp. We activated the automatically payment by card. Then, someone used our api and twilio informed us immediately via email, after that we had a charging of 3600 euros from our credit card, and they didnt stopped anything!!! after that we tried to claim this and we had to write 20 emails with the support, sometimes they wrote they will do a refund, sometimes they wrote they will not.. right now we are waiting more than one month. BE CAREFUL !!! **What problems is Twilio solving and how is that benefiting you?** Be careful with this company! We had an account and used it for SMS otp. We activated the automatically payment by card. Then, someone used our api and twilio informed us immediately via email, after that we had a charging of 3600 euros from our credit card, and they didnt stopped anything!!! after that we tried to claim this and we had to write 20 emails with the support, sometimes they wrote they will do a refund, sometimes they wrote they will not.. right now we are waiting more than one month. BE CAREFUL !!! ### 39. Twilio SMS service went down the hill in the past three months **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2022 **What do you like best about Twilio?** Twilio used to deliver SMS in a timely manner but now their service has went down the hell for three months. After three months of escalation there is still no resolution **What do you dislike about Twilio?** Their SMS service doesn't support major carriers like T-mobile anymore. **What problems is Twilio solving and how is that benefiting you?** SMS ### 40. Do you need support for anything? Look elsewhere. You won't find it with Twilio **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2021 **What do you like best about Twilio?** I used to like their APIs, and coverage. Now there are a ton of other providers that are more user friendly and have better APIs. I guess the only thing they have going for them is the fact that they were first. **What do you dislike about Twilio?** Oh boy, have you ever tried opening up a support ticket? Expect it to take days for an answer. Sometimes even months if we are talking about a port request. If you are running any of their services in a production environment and need help, nobody will give a damn. They will answer when they answer and they will not be very helpful about it. Were you assigned a CSM? So what, i've been emailing my CSM for days now and he doesn't find the time to respond emails. To sum it up: if you care about your business and you are hoping for good service, go elsewhere. Twilio is good for small devs that just want to test a few things. Not for thousands of dollars in monthly spending. **Recommendations to others considering Twilio:** Look elsewhere. **What problems is Twilio solving and how is that benefiting you?** Right now, I am not solving any problems with Twilio. If I could, I would move my numbers elsewhere. I am stuck with several international numbers where porting is not possible. ### 41. Worst Customer service I experienced :( **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2021 **What do you like best about Twilio?** When you are a developer they are great but when you scale they keep failing your operation over and over again. **What do you dislike about Twilio?** When you are dealing with API's / Dev Platforms you need constant help - The Twilio team believes that they do not need to answer most requests and might do you a favor and answer after a week. If you need to run a product environment I recommend you to avoid Twilio. They have system failures on a weekly basis with no one to contact about They replaced our CSM a few times with no alert, we found our due to a email not existing reply Pricing is a big secret and you need a PHD to understand once you grow **What problems is Twilio solving and how is that benefiting you?** We are running our entire phone system over Twilio platform supporting 1000's of customers with SMS/Phone systems integrated into our platform ### 42. Good service and features, one of the worst customer support **Rating:** 1.0/5.0 stars **Reviewed by:** Yousif B. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2021 **What do you like best about Twilio?** The ability to send text messages through API is great and it allows us to send lead notifications to our clients instantly. **What do you dislike about Twilio?** Customer support is super slow, you have to repeat yourself over 3 or 4 times and they keep insisting on their point instead of taking the time to read and understand your reply. **What problems is Twilio solving and how is that benefiting you?** I am sending instant notifications to clients. ### 43. Terrible Customer Service(Account Executive has no clue about Twilio's requirements ) **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2021 **What do you like best about Twilio?** Developer Documents is good but they misleading you think that everything is possible until you get to support center. **What do you dislike about Twilio?** Customer Service is terrible. My account manager completely mislead me and my clients and wasted our 4 weeks. What kind of an account executive does not know the requirements of the company they work for. Their requirements are not clear most of the important things you need are buried under their website. **What problems is Twilio solving and how is that benefiting you?** Unfortunately non as we being mislead to think that we could use our own phone number. ### 44. After 4 years of doing business with Twilio, they suspended my account out of nowhere **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** July 24, 2020 **What do you like best about Twilio?** Pricing is good for buying numbers and custom API's are good **What do you dislike about Twilio?** Terrible support, and suspending my account out of nowhere due to "fraud" - which was never justified by Twilio **Recommendations to others considering Twilio:** Get better support, and tell people why you are suspending their accounts **What problems is Twilio solving and how is that benefiting you?** Buying phone numbers for clients ### 45. Not worth the time and effort **Rating:** 0.0/5.0 stars **Reviewed by:** Elizabeth H. | Tech Documentation Specialist I, Real Estate, Small-Business (50 or fewer emp.) **Reviewed Date:** April 11, 2019 **What do you like best about Twilio?** None of it. This has been one of the worst experiences. **What do you dislike about Twilio?** Call drops frequently. Goes under maintenance frequently. Texting API requires knowledge of coding to build out a full automated menu system with zero instructions on how to get there. **Recommendations to others considering Twilio:** Don't get this product. **What problems is Twilio solving and how is that benefiting you?** We have this as an integrated texting service for a CRM, and it hasn't solved any needs, only increased our issues. ## Twilio Discussions - [Is it possible to do automated skype message using twilio](https://www.g2.com/discussions/is-it-possible-to-do-automated-skype-message-using-twilio) - 2 comments, 1 upvote - [What is Twilio used for?](https://www.g2.com/discussions/what-is-twilio-used-for) - 1 comment - [Is twilio reliable?](https://www.g2.com/discussions/is-twilio-reliable) - 1 comment - [What is the use of twilio?](https://www.g2.com/discussions/what-is-the-use-of-twilio) - 1 comment - [View Twilio pricing details and edition comparison](https://www.g2.com/products/twilio/reviews?filters%5Bnps_score%5D%5B%5D=1§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+23%3A26%3A14+-0500&secure%5Bsession_id%5D=fbc9818e-224e-4e11-b51c-225230c25d75&secure%5Btoken%5D=a211a1f86ce97e1646016960728475c23a4a931c0f40fb575f5e540ee071bf67&format=llm_user) ## Twilio Integrations - 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SMS Messaging - Scheduled Messaging - Chat/Messaging - 2-Way Messaging **Functionality** - Ease Of Integration - API Call Speed - Unified Communications - Alerts/Notifications - Computer Telephony Integration - Multi-Channel Communication **API Features** - Live Chat - Screen Sharing - Subtitles and Closed Captions - Custom Video Player - Live Simulcasting **Basic Communication - Cloud PBX** - Call Management - Communication Management - Scalability - Integrations - Mobile Accessibility - Accessibility - Contact Management - Queue Management - Computer Telephony Integration - Call List Management - Fax Management **WhatsApp Messaging - WhatsApp Marketing** - Transactional Messages - Bulk WhatsApp Messaging - Conversational Messaging - Personalization - Promotional Messages - Automated Replies **Platform Basics - VoIP Providers** - PBX systems, VoIP Softphone - Call Management - Network monitoring - Integrations - Virtual PBX - SIP trunking services - Contact Management - Communication Management - Fax Management - Call List Management - Call Center Management - Queue Management - Third-Party Integrations - Computer Telephony Integration - Real-Time Monitoring - Call Monitoring - Workflow Management - Call Center Integration **Messaging - RCS Business Messaging** - Personalization - Rich Media - Interactive Messages - Branded Templates - Automation - Conversational RCS - Transactional RCS - Promotional RCS **Basic Communication** - Phone Calls - Video Calls - Instant Messaging - Screen Sharing - Conference Calls - Desk-to-Desk Calls - SMS Messaging - Chat/Messaging - Video Call Recording - Two-Way Audio & Video - SIP Trunking **Support** - Documentation - Professional Support **Security and Compliance** - Encryption - Watermarking - HIPAA Compliance - GDPR Compliance **Advanced Features - Cloud PBX** - Security and Compliance - Analytics and Reporting - Support and Reliability - Automated attendant - Real-Time Analytics **WhatsApp Business Platform - WhatsApp Marketing** - Segmentation - API Integration - WhatsApp Commerce - Analytics **Agentic AI - VoIP Providers** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Security / Verification - RCS Business Messaging** - Verified Sender - Encryption - Authentication **Additional Functionality** - Virtual Extensions - Call Disposition - Customizable Caller ID - Alerts/Notifications - Generative AI - Call Tracking - SMS Messaging - Call Routing - Call Recording - Conferencing - Call Transfer - Callback Scheduling - Role-Based Permissions - Automatic Call Distribution - Interaction Tracking - Collaboration Tools - Real-Time Updates - On-Demand Recording - Mobile Access - AI Copilot - IVR - Customizable Reports - Activity Dashboard - Call Monitoring - Voice Mail - Video Conferencing - Caller ID - SIP Trunking - For Cloud Phone Systems - Ring Groups **Analytics / Deliverability - RCS Business Messaging** - Read Receipts - Analytics - SMS Fallback **Access** - Software Pairing - Browser Extension - Individual Download **SMS Platform** - Reporting - Marketing Automation - White Label - Text-to-Landline - Short Codes - API Integration - QR Codes **AI - RCS Business Messaging** - AI **Agentic AI - SMS Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Campaign Planning - Multi-Language **AI Automation - SMS Marketing** - AI SMS **AI Content Generation - SMS Marketing** - AI SMS **Additional Functionality** - Campaign Scheduling - Reputation Management - Polls/Voting - Compliance Management - Customer Segmentation - Landing Pages/Web Forms - AI Copilot - API - Text-to-Win - Mobile Coupons - Natural Language Processing - Customizable Templates - Drip Campaigns - Contact Management - Activity Tracking - Communication Management - Reporting/Analytics - Keyword Tracking - Multi-Campaign - Mass Texting - Interaction Tracking - Alerts/Notifications - 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