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Twilio blocked our account and with it hundreds of our customers [resolved]

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Re: Twilio blocked our account and with it hundreds of our customers [resolved]

#31

Post by smhg »

ksajadi wrote: post #29

Sorry to hear. Twilio has changed since its early days. Last month, our bill went from $20 per month to $16,000. The reason: fraudsters use Twilio to setup premium numbers, then use Twilio customers (like us) to send OTPs to those numbers using bots. The result is us out of pocket, fraudsters and Twilio making money. Twilio is also the only Pay as you Go SaaS vendor that doesn’t have spend limits on accounts and advi…

FWIW: you can turn off automatic recharge and ask for a different reminder limit. Not ideal, but at least it prevents crazy bills.

Re: Twilio blocked our account and with it hundreds of our customers [resolved]

#32

Post by benjaminwootton »

I have the same on Sendgrid, owned by Twilo. One day they just cut us off with no explanation, kneecapping our product. I raised two tickets, neither of which were answered. The next day, it all started working again.

I’ve always been a big advocate for using 3rd party SaaS, but with the level of customer service I’m seeing lately, I’m starting to recommend avoiding it where possible.

Re: Twilio blocked our account and with it hundreds of our customers [resolved]

#33

Post by _ikfm »

work_for_x wrote: post #28

I work for Twilio and forwarded it internally. If you are 6 years with the company, you probably have an AE assigned to your company or have been in touch with any other human being along the way? UPDATE: Your account should be active now.

Yes, it's active now after almost 7 hours. Thank you!

I plan to update everyone on what happened as soon as I get some sleep first. I've been up since 7 am and it's 2 am now. The incident started at 7 pm.

Re: Twilio blocked our account and with it hundreds of our customers [resolved]

#34

Post by syabro »

work_for_x wrote: post #28

I work for Twilio and forwarded it internally. If you are 6 years with the company, you probably have an AE assigned to your company or have been in touch with any other human being along the way? UPDATE: Your account should be active now.

Why was it deactivated?

Re: Twilio blocked our account and with it hundreds of our customers [resolved]

#36

Post by karlkloss »

oarsinsync wrote: post #16
_ikfm wrote: post #11

Earlier quoted context omitted.

In this time and age I think it's inevitable. Think AWS instead of Twilio for example.

AWS provides a service that you can use as a commodity, and with appropriate backups, can easily recover from. DNS is the magic here. Unfortunately (with the exception of SIP dialling, which is extremely niche) there is no DNS for telephony. If your provider cuts you off, you can’t transparently move away, and number porting is slow .

> there is no DNS for telephony.

In fact there is: https://www.networkworld.com/article/2332977/lan-wan-what-is...

Only most telephony providers sabotage it.

Re: Twilio blocked our account and with it hundreds of our customers [resolved]

#37

Post by cosmotic »

work_for_x wrote: post #28

I work for Twilio and forwarded it internally. If you are 6 years with the company, you probably have an AE assigned to your company or have been in touch with any other human being along the way? UPDATE: Your account should be active now.

What is preventing this from happening to someone else?

Re: Twilio blocked our account and with it hundreds of our customers [resolved]

#38

Post by blowski »

holoduke wrote: post #25

Welcome to the new world where tech companies rule. Where moral standards are gone. Where local laws do not apply. This shit is happening a lot. Artists on Youtube, App builders on Playstore/iOS. Marketing companies on Google search, pretty women on Instagram, political men on Facebook or Twitter. I feel for you. Hope it gets alright.

Remove the tech-specific words from your comment, and you would probably find people saying the same thing throughout all of history.

Re: Twilio blocked our account and with it hundreds of our customers [resolved]

#39

Post by morrbo »

work_for_x wrote: post #28

I work for Twilio and forwarded it internally. If you are 6 years with the company, you probably have an AE assigned to your company or have been in touch with any other human being along the way? UPDATE: Your account should be active now.

It's a bit shit that they had to jump through so many hoops, with HN being the only one that actually worked (after 7 hours) in order to get in touch. Serious kudos to you for helping them but I know a lot of people who wouldn't touch your company with a bargepole for these kind of reasons. Having to kick up a fuss on social media in order to get service, how very 2021..

Re: Twilio blocked our account and with it hundreds of our customers [resolved]

#40

Post by blowski »

ksajadi wrote: post #29

Sorry to hear. Twilio has changed since its early days. Last month, our bill went from $20 per month to $16,000. The reason: fraudsters use Twilio to setup premium numbers, then use Twilio customers (like us) to send OTPs to those numbers using bots. The result is us out of pocket, fraudsters and Twilio making money. Twilio is also the only Pay as you Go SaaS vendor that doesn’t have spend limits on accounts and advi…

That's painful for you, but a good thing to know as a community. Is it possible to prevent sending to premium numbers?
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