Twilio Setup and Compliance for UK Users

Twilio is a service that provides digital phone numbers you can integrate with Referins. 

Depending on your subscription, this article may not apply to you. Please reach out to Support or your Referins Administrator if you have any questions. 

There are a few important steps to completing the Twilio setup process. Check out our “Complete Twilio Setup” article to set up your Twilio number and integrate it with Referins.

For UK users, please see the additional requirements below to learn more about Twilio’s guidelines for compliance with UK regulations. 

Local and National Numbers:

Requirements for individuals requesting a local or national number:

Name: Must be proven with a government-issued ID or passport.

Address: Must be a valid UK address and proven with:

• Government-issued ID that includes the address
• Tax notice
• Rent receipt
• Title deed
• Utility bill

Emergency Address (if different from above): Must also be a valid UK address.

Date of Birth: No specific documentation is required.

Phone Number:

• Must be a valid mobile number where the customer can be reached.
• Cannot be a number acquired from a CPaaS provider (e.g., Twilio).

Email: No specific documentation is required.

Requirements for businesses requesting a local or national number:

Business Name: Provide the legal name of your business.

• Excerpt from the commercial register. (Documentation is required for businesses not using a UK Companies House Registration Number) 

Registration Authority:

• Excerpt from the commercial register. Documentation is required for businesses not using a UK Companies House Registration Number.
•  Non-profit organizations (charitable companies) not registered with the UK Charity Commission must provide a registration certificate or tax document.

Business Registration Number: Include the registration number for your business.

• Excerpt from the commercial register. (Documentation is required for businesses not using a UK Companies House Registration Number) 

Website Address: Provide the URL of your business’s website.

Business Address: Must be a valid UK address.

Emergency Address: Must be a valid UK address (if different from the business address).

Authorized Representative’s Information:

• Name
• Phone Number  (This must be a valid mobile number only where the customer can be reached. This cannot be a number that you've acquired from a CPaaS provider such as Twilio.)
• Work Email

Business Classification: Indicate one of the following:

• Direct Customer: My business uses Twilio to communicate internally or with our customers.
• Independent Software Vendor (ISV), Reseller, or Partner: My business uses Twilio in a product that I sell to my customers.

NOTE:  *Authorized representative should be a senior person in the company who is responsible for Phone Numbers

Mobile and Toll-Free Numbers:

Requirements for individuals requesting a mobile or Toll-free number:

Name: Must be proven with a government-issued ID or passport.

Address: Must be a valid address (May be anywhere in the world)

Emergency Address (if different from above): Must also be a valid address (May be anywhere in the world.)

Date of Birth: No specific documentation is required.

Phone Number:

• There must be a valid mobile number where the customer can be reached.
• Cannot be a number acquired from a CPaaS provider (e.g., Twilio).

Email: No specific documentation is required.

Requirements for Businesses requesting a mobile or Toll-free number:

Business Name: Provide the legal name of your business.

• Excerpt from the commercial register. (Documentation is required for businesses not using a UK Companies House Registration Number) 

Registration Authority:

• Excerpt from the commercial register. Documentation is required for businesses not using a UK Companies House Registration Number
•  Non-profit organizations (charitable companies) not registered with the UK Charity Commission must provide a registration certificate or tax document.

Business Registration Number: Include the registration number for your business.

• Excerpt from the commercial register. (Documentation is required for businesses not using a UK Companies House Registration Number) 

Website Address: Provide the URL of your business’s website.

Business Address: Must be a valid address. Maybe anywhere in the world.

Emergency Address: Must be a valid address (if different from the business address). May be anywhere in the world.

Authorized Representative’s Information:

• Name
• Phone Number (This must be a valid mobile number only where the customer can be reached. This cannot be a number that you've acquired from a CPaaS provider such as Twilio.)
• Work Email

Business Classification: Indicate one of the following:

• Direct Customer: My business uses Twilio to communicate internally or with our customers.
• Independent Software Vendor (ISV), Reseller, or Partner: My business uses Twilio in a product that I sell to my customers.

NOTE:  *Authorized representative should be a senior person in the company who is responsible for Phone Numbers

Pro Tips

1. Verify Documentation Early:
   • Ensure you have all required documentation ready and verified before starting the setup process. This can prevent delays and ensure a smoother integration with Twilio.
2. Understand Regional Requirements:
   • Be aware of the specific requirements for phone numbers based on your region, especially if you’re operating in the UK. Different regulations may apply for local, national, mobile, or toll-free numbers.
3. Use Accurate Contact Information:
   • Provide accurate and valid contact information for the authorized representative. This ensures smooth communication and compliance with regulatory requirements.

FAQ

1. What should I do if my Twilio setup process does not align with my subscription?
   • If you encounter issues with the Twilio setup process that do not align with your subscription, please reach out to Support or contact your Referins Administrator for assistance and clarification.
2. What documentation is required for UK individuals requesting a local or national number?
   • UK individuals need to provide a government-issued ID or passport to verify their name and a valid UK address proven with documents such as a utility bill, tax notice, or rent receipt. An emergency address, if different, must also be a valid UK address.
3. What are the requirements for businesses in the UK requesting a mobile or toll-free number?
   • UK businesses must provide the legal business name, a commercial register excerpt, a business registration number, website address, and a valid UK business address. Additionally, the authorized representative’s contact details must be provided, and they should be a senior person responsible for phone numbers.
4. How can I verify my address when requesting a phone number outside the UK?
   • For addresses outside the UK, you must provide a valid address, and no specific documentation is required beyond proving the address. This applies to both individual and business requests for mobile or toll-free numbers.