Twilio is a cloud communications platform-as-a-service (CPaaS) company that provides APIs for developers to embed messaging, voice, video, email, and authentication capabilities into applications.
Twilio Inc. is a cloud communications platform-as-a-service (CPaaS) provider based in San Francisco, CA. Through its APIs, Twilio allows businesses and developers to embed SMS and MMS messaging, voice calls, video, WhatsApp, email (via Twilio SendGrid), and authentication tools (such as Twilio Verify and Authy) directly into their applications. Twilio operates on a developer-friendly, pay-as-you-go model, with optional committed-use and volume-discount plans for larger customers.
A Twilio charge on your bank or card statement usually relates to usage-based communications services or a subscription plan tied to your Twilio account. Common reasons include monthly usage of SMS/voice minutes, phone number rentals, Twilio SendGrid email plans, Verify/Authy authentication traffic, or add-on services. You may also see charges for upgrading from a trial account, pre-purchasing account balance, recurring monthly commitments, or automatic top-ups when your account balance drops below a threshold. In some cases, a small temporary authorization hold may appear when you first add or update a payment method.
If you’re unsure about a Twilio charge, start by logging into the Twilio Console at twilio.com/console using any email addresses you might have used to sign up. In the Console, go to **Billing → Usage** or **Billing → Invoices** to see detailed records of dates, amounts, and services that match the charge on your statement. Statement descriptors may show as “TWILIO”, “TWILIO*COMMUNICATIONS”, or similar. For questions, you can open a support ticket at support.twilio.com from a logged-in account; higher-tier plans may also include direct email or phone support. If you still can’t identify the transaction, contact your bank or card issuer to dispute or block further charges while you investigate.
Bank Statement Variations
1 known variations
These are the raw merchant codes that appear on bank and credit card statements that we've identified as belonging to Twilio Inc..
Why did I get a Twilio charge when I thought my account was on a free trial?
Twilio’s trial accounts include a limited amount of free credit, but once you upgrade to a full account and add a payment method, usage beyond those free credits is billable. You may have been charged for SMS/voice usage, phone number rental, SendGrid email volume, or other services after upgrading. Check **Twilio Console → Billing → Usage** for a breakdown by product and date. If you didn’t intend to upgrade, review who has access to your account and consider rotating API keys.
How does Twilio’s billing work and what are common charge amounts?
Twilio primarily uses usage-based, pay-as-you-go pricing: you’re charged for each message, minute, phone number, email (SendGrid), or verification according to published rates for your country and product. There are often recurring monthly charges for phone numbers and certain subscription plans (for example, SendGrid email plans may be billed monthly at tiers like 100K, 300K, or more emails per month). Charges may appear as variable amounts based on your usage, or as predictable monthly invoices if you’re on a contract or minimum-commit plan. You can view your exact pricing and rate cards in the Console under **Billing → Pricing** or on twilio.com/pricing.
Why do I see multiple or recurring Twilio charges each month?
Many Twilio accounts are set to auto-recharge when their balance falls below a threshold (for example, topping up $20, $50, or a custom amount). This can result in several charges in a month if your usage is high. You may also have recurring monthly fees for phone numbers, short codes, or SendGrid email subscriptions. To review or change this, go to **Twilio Console → Billing → Payment Settings** and check your auto-recharge and subscription settings.
How do I cancel my Twilio services or stop future charges?
To stop future Twilio charges, log into the Twilio Console and remove or downgrade the resources generating recurring fees. This usually means releasing phone numbers (under **Phone Numbers → Manage → Active Numbers**), cancelling any SendGrid email plans, and disabling or adjusting auto-recharge under **Billing → Payment Settings**. If you no longer need the account, you can close it under **Account → Settings → Close Account** after ensuring all numbers and services are released. Keep in mind that any open invoices still need to be paid even after closing the account.
How can I request a refund or dispute usage on my Twilio account?
Refunds are handled case-by-case by Twilio’s support team and generally depend on the nature of the charge (for example, accidental configuration, fraud/compromise, or a technical issue). To request a review, log in and submit a ticket at support.twilio.com, including the invoice number, date, and a description of the unexpected charges. Twilio may ask you to secure your account (rotate API keys, enable 2FA, restrict geo-permissions) before considering credits or refunds. If you suspect unauthorized card use and cannot access an account, contact your bank or card issuer immediately.
What are the small $1 or low-value Twilio charges or pending transactions on my card?
When you add or update a payment card, Twilio (through its payment processor) may place a small temporary authorization hold—often around $1 or a similarly small amount—to verify the card. This is not a completed charge and should disappear or be reversed automatically by your bank within a few business days. It may show as “pending” or as a $0/$1 transaction labeled with Twilio’s name. If it does not clear after several days, contact your bank for clarification.
How do I find the invoice or receipt that matches the Twilio charge on my statement?
Sign in to the Twilio Console and go to **Billing → Invoices** to see a list of all invoices, including dates, amounts, and downloadable PDF receipts. Match the invoice date and total with the posting date and amount on your bank or card statement; note that posting dates may differ by a day or two. For SendGrid-only accounts, invoices and receipts are available in the SendGrid dashboard under **Billing**. You can also configure invoice emails so that receipts are automatically sent to your billing or accounting address.
What if I don’t recognize this Twilio charge and don’t think I have an account?
It’s possible someone in your organization, a developer, or a third-party app you use is leveraging Twilio under your card. First, check with colleagues or anyone who might manage communications, authentication, or email services. If no one recognizes the account, go to support.twilio.com and open a ticket using the email associated with your card (if known), providing the last 4 digits of the card and charge date so Twilio can attempt to locate the account. If you suspect fraud and cannot identify the charge, contact your bank or card issuer to block the card and dispute the transaction.