Twilio provides easy-to-use communication tools like text messaging, voice calls, video calls, and email services that businesses and apps use to connect with people. They offer pay-as-you-go pricing, so you get billed based on how much you use, like per message sent or call made. They also have subscription options for features like marketing campaigns or customer service tools, where you pay a monthly fee. So if you see a charge from Twilio, it’s usually because an app or service you use is sending messages, making calls, or running other communication services powered by Twilio.
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The cancellation process for Twilio SendGrid subscriptions is straightforward and can be done entirely via the user account interface with clearly labeled options. No customer support interaction is required unless the user cannot log in, and cancellation takes effect at the end of the billing month, making it relatively easy for consumers.
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minutes to cancel a Twilio subscription.
How to Cancel Twilio: Step by Step
If you purchased through Twilio website:
- Log in to your Twilio Console at https://www.twilio.com/console.
- Select Account Settings from the navigation panel.
- Scroll down to the bottom of the page and click on Close Account.
- Follow the prompts to confirm your decision to cancel the subscription.
- If you have any remaining balance, follow the instructions for refunding your balance, if applicable.
If you purchased through a Twilio Partner (Like AWS, Google Cloud, etc.):
- Log in to the partner's billing console where you originally purchased Twilio services.
- Navigate to the subscriptions or billing section of the account.
- Find the subscription for Twilio services and select it.
- Click on Cancel Subscription or a similar option.
- Follow any additional prompts to finalize the cancellation.
Tips & Tricks for Canceling Twilio
- Start cancellation well before the billing cycle ends to avoid automatic renewals and give buffer time for potential delays.
- Persistently use the official dashboard for cancellation attempts, as some users report delays and repeated error messages such as "too many attempts"; patience is key.
- Document all your cancellation attempts with timestamps and screenshots to escalate if needed.
- Contact customer support after dashboard attempts if the cancellation doesn't process; polite but firm escalation can help.
- Use clear and direct language stating you want to cancel all services immediately to prevent further charges.
- If recurring charges continue, consider contacting your bank to block further payments as a last resort.
- Be aware of Twilio's policy that deletion or cancellation might take up to a week which is a common user experience and plan accordingly.
- Check your account's usage and finalize any refunds or balances before cancellation to avoid unexpected charges after cancellation.
Twilio Customer Service Info
If you need assistance, here's how you can get in touch with Twilio's support team.
Cancel Twilio Script
Script
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Dear Twilio Customer Support,
I hope this message finds you well. I would like to request the cancellation of my Twilio subscription. Due to recent changes in our project requirements and budget constraints, we are unable to continue our current service plan.
I appreciate the services provided thus far and would be grateful if you could process this cancellation at your earliest convenience. Please confirm the cancellation and let me know if you need any further information.
Thank you for your assistance.
Best regards,
Frequently Asked Questions
Twilio's cancellation policy states that payment obligations are non-cancelable and fees once paid are non-refundable. Users can stop recurring charges which will release all paid resources but still allow access to logs and history. However, if payments are not made or credit cards decline, services may be suspended. Disputes on charges must be made in writing within 60 days of the billing date. This ensures clarity that cancellation does not guarantee refunds and continued fees may apply until cancellation steps are taken by the user. [Source: Twilio Terms of Service](https://www.twilio.com/en-us/legal/tos)
To cancel your Twilio subscription, you generally need to authenticate yourself, which implies having access to your account credentials including your password. This is because account changes like cancellation typically require logging into your account for security reasons. If you do not remember your password, you can reset it using this URL: https://www.twilio.com/assist/login-reset-password. This ensures that only authorized users can make such significant changes to the account.
- Unexpected and high billing charges due to issues like accidental bulk SMS sending or billing not stopping when balance hits zero.
- Difficulty canceling accounts with disabled cancellation functions or unresponsive customer service.
- Unauthorized account charges and renewals without customer acknowledgment.
- Poor customer support including slow response times, conflicting information, and unwillingness to resolve issues quickly.
- Suspensions and account closures without clear reasons, often with retained payments causing frustration.
- Billing and refund disputes with delays or denials of refunds for disputed charges.
- Lack of transparency in pricing, billing, and subscription terms leading to customer mistrust.
- Technical issues or dissatisfaction with onboarding process or platform stability causing cancellations.
Twilio allows you to cancel your subscription at any time, but beware that cancelling results in the immediate loss of all your credits and service without any refunds. There are no contracts or early cancellation fees, but you cannot retain unused credits after cancellation. If you want to avoid losing credits, you might consider putting your account on hold for $1/month instead of outright cancellation.
Before cancelling a Twilio subscription, know that you will lose all your remaining credits (including Twilio and Command Email credits) and your services will stop immediately upon cancellation. There are no refunds provided once you cancel. If you want to avoid losing your credits but stop accruing new charges, you can put your account on hold for $1/month and continue using your existing credits. After cancellation, all access to features and services linked to the subscription will end right away.
- Login credentials for your Twilio account
- Account password (for authentication when closing a project)
- Account SID (needed if closing a Twilio subaccount)
- Access to Project Settings within the Twilio Console
- Ability to fill out all required fields in the customer support or contact form
- A written account deletion request (in the Description field if contacting support)
- Optionally, confirmation of data deletion (for projects, tick "Delete All Project Data and Settings")
We've actually written a step by step guide on how to get a refund from Twilio. Check it out!
The Easiest Way to Cancel Twilio
If you’re frustrated trying to cancel your subscription, membership, or bill from Twilio—or if you didn’t even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or email account, and we’ll take care of the rest.
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Editorial Note: These articles reflect the opinions of Chargeback's writers. Everyone's situation is unique; therefore, it is important to conduct your own research and note that our self-help tools are not guaranteed to help with any specific problem.
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