Overview

This support article explains why Twilio subaccounts get suspended and provides remediation steps.

Main Suspension Reasons

High Error Rate: Multiple error codes collectively or individually can trigger suspension. Users should review Twilio's REST API error codes documentation.

High Opt-Out Rate: Indicates unwanted messaging. The article states: "A high opt-out rate is an indication of unwanted/unsolicited messaging."

Key Compliance Requirements

The article mandates several elements for SMS opt-in forms:

• Optional, non-pre-selected checkbox for message consent
• Clear messaging type, frequency, and opt-out instructions
• Separate consent checkboxes for SMS vs. Terms/Privacy Policy
• Example provided: "I agree to receive marketing messaging from COMPANY_NAME..."

Terms & Conditions Requirements

Six mandatory bullet points must appear, including:

• Program description
• Cancellation process via "STOP" keyword
• Support contact information
• Carrier liability disclaimer
• Message/data rate disclosures
• Privacy policy link

Privacy Policy Standards