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

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

#1

Post by _ikfm »

I'm the founder of a tech startup in the field of telephony and we use Twilio for parts of our service.

A little over 3 hours ago our entire account was suspended without reason. We received an email stating that fact without further explanation.

Since then, we are trying to get in contact with them through every channel we could find: email, Twitter, LinkedIn, and I even tried emailing Jeff Lawson, their CEO. They don't have a support number we can call.

We are not a small customer and we have been with them for more than 6 years. It's deeply frustrating that despite that fact, we don't seem to matter to them at all.

If you work at Twilio or if you can help us get in touch with them, I'd be indebted to you forever!

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

#4

Post by slater »

_ikfm wrote: post #3
slater wrote: post #2

They don't have a support number we can call. I take it you've tried (844) 814-4627 ?

Yes. When I select the option for support they just play a message saying that I should open a ticket via email instead.

Yeah looks like you're SOL. They also have some scheduled maintenance going on right now in the US, but doubtful that's to do with your situation. Also, it's 8PM here in SF, so I'm guessing e-mail will be the only option tonight.

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

#5

Post by _ikfm »

slater wrote: post #4
_ikfm wrote: post #3

Earlier quoted context omitted.

Yes. When I select the option for support they just play a message saying that I should open a ticket via email instead.

Yeah looks like you're SOL. They also have some scheduled maintenance going on right now in the US, but doubtful that's to do with your situation. Also, it's 8PM here in SF, so I'm guessing e-mail will be the only option tonight.

Yeah, I guess so. I'll keep trying everything I can since our customers can't wait and are losing business because of the downtime.

Thank you!

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

#8

Post by _ikfm »

jrowley wrote: post #6

Can you open a new account and open a support ticket on that? What a nightmare situation. Wishing you the best of luck.

I can open tickets with my existing account but they are not replying.

Thank you! We are still here with the team trying to find someone who can help us.

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