Tell HN: 5+ Year Twilio Account suspended without Warning
I have recently had some messages filtered by carriers. For those that don't know some new industry practices and standards have been introduced.
I went through the A2P campaign approval process and had all of my campaigns approved. Yet, I still had a few messages filtered. I asked Twilio to look into the issue and asked to talk to their compliance team.
After days of back and forth of one sentence answers from their support staff, Their compliance team without warning suspended my account. They stated I am in violation of their TOS due to the nature of my business. Oddly enough their TOS doesn't explicitly prohibit my line of business, nor does The Campaign Registry (all my campaigns have been approved). Due to the nature of A2P messaging on-boarding with a new vendor this problem will take a few days to mitigate.
I wish I never asked for clarification! We've spent tens of thousands of dollars on Twilio over the past 5 years and I didn't even get so much as a courtesy phone call. The nature of my business hasn't changed since we started. If their compliance team didn't want to do business with us I feel like they should have informed us and we would have looked for another vendor; instead they continued to approve our campaigns and messages. This about face was very unexpected and now I have nobody to speak to on their team.