The Ultimate Step by Step Guide to Cancelling a Twilio Subscription or Membership (twilio.com)
By
Bella K.
|
Published
July 17, 2025
|
Updated
July 1, 2025
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.
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.
Estimated Time
On average, it takes 10 minutes0010 minutes to cancel a Twilio subscription.
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.
How to Contact Twilio
If you need assistance, here's how you can get in touch with Twilio's support team.
Phone
The phone is not available.
Email
The email is not available.
Site
The site is not available.
Get help with your refund
"This app saved me $127 in minutes"
Tips and Tricks for Getting a Twilio Refund
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.
Why Do People Request Refunds from Twilio
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 Refund Script
Script
Copy
Dear Twilio, Support, I hope this message finds you well. I am writing to request a refund due to a billing issue that arose recently. I noticed an accidental charge on my account that I do not recognize, and I believe it may have been a mistake. I would greatly appreciate your assistance in processing this refund at your earliest convenience. Thank you for your attention to this matter. I look forward to your prompt response. Best regards,
Twilio Refund Policy
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)
The Easiest Way to Get a Twilio Refund
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.
Frequently Asked Questions
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.
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.
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")
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.
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.
We've actually written a step by step guide on how to get a refund from Twilio. Check it out!
The cancellation process typically takes about 5 minutes to complete. However, the actual time may vary depending on your account settings and whether you need to contact customer service. Most cancellations are processed immediately, but some may take up to 24 hours to take effect.
After canceling your Twilio subscription, you'll typically have access to the service until the end of your current billing period. You won't be charged for the next billing cycle, and your account will be deactivated once the current period ends. Make sure to download any important data before cancellation.
Yes, you can usually reactivate your Twilio account by logging back into your account and resubscribing. However, you may need to go through the sign-up process again and provide payment information. Some services may offer special reactivation deals for returning customers.
If you're unable to cancel Twilio online, contact their customer service directly using the phone number, email, or website provided above. You can also use our refund script to help you communicate effectively with their support team. In some cases, you may need to provide additional verification or documentation.
Editorial Note: The content on this site is provided for general informational purposes only and reflects the independent research, opinions, and editorial judgment of Chargeback’s team. While we strive to ensure accuracy and relevance, the information may contain errors, omissions, or become outdated. Nothing on this site constitutes legal, financial, or professional advice, and we do not guarantee the effectiveness or outcome of any guidance provided. Individual results may
vary depending on specific circumstances.
Chargeback is not affiliated with, endorsed by, or sponsored by any of the companies, brands, or services mentioned on this site. All trademarks, service marks, and logos are the property of their respective owners and are used here solely for identification and informational purposes, consistent with principles of fair use.
Use of our site and tools does not create a professional or client relationship and does not guarantee any particular result. We encourage users to do their own research and consult with qualified professionals when making decisions.
Chargeback can help you cancel subscriptions and get refunds
Find unwanted sneak subscriptions
We'll cancel them for you and even try to get you a refund
Chargeback and the Chargeback trademarks used herein are trademarks or registered
trademarks of Chargeback and its affiliates. The use of any other trade name, copyright, or trademark is
for identification and reference purposes only and does not imply any association with the copyright or
trademark holder of their product or brand. Other product and company names mentioned herein are the
property of their respective owners.
¹ Total savings is calculated based on internal annualized estimates of
savings for customers. ² Average requests times may vary depending on volume of requests
.svg)
.svg)
.svg)
.svg)
.png)
