Objective
The Consumer Trust Support team is the primary customer-facing team, acting as first responders for Twilio's customers impacted by Consumer Trust operations. We act as a liaison between customers and Twilio Consumer Trust teams, some Security concerns and User Vetting process for SendGrid.
Product
Twilio SendGrid Email
Procedures
Use cases that are supported by Consumer Trust Team:
- Account Takeover: SendGrid customers that experience ATO and have been contacted via a case from Fraud, can contact us via the hotline number provided on the case, to get guidance or to escalate the case.
- DNA (Sign-up Process): New SendGrid sign-ups go through a vetting process done automatically. Each account is validated individually in order to determine if the account is valid to be active on our system.
- Dormant Accounts: Accounts that have been deactivated due to no usage, need to go through a specific review process.
- Exposed Credentials: Accounts that have exposed credentials and have been enforced due to this.
If the customer’s account falls under any of the above categories, our Consumer Trust team reaches out to the customer with the required information. Sometimes, when an account is compromised, our system will automatically suspend the account. In such a situation, the customer should raise a ticket to understand the reason and for a possible solution.
To open a support request, you will need to log in by clicking the Login & Contact Support link in the middle of the page.
Notice: Twilio SendGrid Support requires a login to create a Support request. We do not allow users to submit unauthenticated requests. If you're unable to access your account, click the Trouble Logging In drop-down menu, and then proceed accordingly.
Note: The Consumer Trust team is only available through tickets. If you raise a chat, the available support agent may not resolve the case or reactivate the account due to limited access. They will convert the chat to ticket and get it assigned to Consumer Trust team internally. The Consumer Trust team does not have a defined SLA, so you can expect a response within 24–48 hours.