Document is valid (not expired)

Document is readable (good quality without redactions)

One document category should contain only one document, even if the document has multiple pages - all of them have to belong to the same document (we cannot accept multiple pieces of documentation merged together)

We (Twillio) cannot approve a bundle unless all the documents within are approved. Therefore if the document was rejected because it cannot be accepted, it should be removed from the bundle before uploading alternative acceptable document (please do not remove rejected documents if rejection reason is not related to the document itself, but, e.g. with the way the address details were inputted into the bundle fields. That means that the document was acceptable, just data in that document bundle category has to be amended).

All fields should be filled out with the same information as displayed on the provided supporting documents.

Only information confirmed by a specific document should be inputted into that specific document’s bundle fields.

The document has to contain the most updated/current information about the business.

Screenshots of business documentation, such as a screenshot from a governmental database can be accepted as long as the URL address is visible as well, so the team could be sure of the screenshot’s source.

Always make sure that the information requested by the regulatory pages is provided in the bundle even if the bundle fields are named differently (e.g. Regulatory pages for AU Mobile number require to provide Business ID Number into the bundle, but there is no field named like this in the bundle.

In the bundle you are asked to fill out a Document Number field but there is no requirement for document number in the regulatory pages: In that case it is safe to assume that the Business ID Number should be inserted into the Document Number bundle field.)

Twilio cannot accept application forms as documentation.

Please input the full business name as per documentation in the bundle fields, and not an abbreviation or a trading name. Business trading name can be inputted into the bundle fields if that trading name is also confirmed with the documents.

Address documents for businesses should be issued within the last 1 year, and can be double checked in public databases/online research.

Address documents for individuals should be issued in the last 3 months (unless the address is confirmed with ID, in which case there is no date requirement as long as the ID is valid).

Ensure the document has your business/individual name that matches the business name on your business registration document or individual name on ID documentation.

Ensure the address fields of a document aren’t left blank when the document is being used to verify address.

The address documents should be issued by a third party source.

The address documents should contain a full physical address (we cannot accept virtual offices/PO boxes).

Address documentation has to fall into one of the

address document categories listed in regulatory pages. E.g. if the document is uploaded as Utility bill, it should refer to actual utilities. If the document is uploaded as Tax Notice (not to be mixed up with Tax invoice), it should refer to the governmental communication regarding taxes.

Twilio cannot accept application forms, nor lease agreements/rental contracts unless the signatures of all parties are visible.

As alternative documentation for all bundle types, Twilio also accepts Bank Statements.

Please make sure to select the correct address country in the bundle fields. If you accidentally saved a document with an incorrectly selected country, please note that it is tricky to amend. In those cases please remove the document from the bundle, and re-upload it back again; during this process you will be asked to input the address details anew and will be able to select the correct address country.