Why do I have a small amount still due after paying my invoice?
If you are receiving email notifications from our credit and collections team regarding past due amounts of small charges (typically $5 or $25 or any other $ value) for invoices you have paid. Then these small charges are from bank processing fees.
Twilio and our bank does not charge any bank processing fees when accepting payments. Any payment we receive is posted to your account at the amount we received. However, your personal bank can have processing fees that you may not be aware of. Anytime you send a payment out via ACH or Wire transfer, it must go through your bank's processing before it is sent to the destination.
These fees typically come from banks due to exchange rates, meaning some global banks have processing fees associated with sending funds from a non-US bank to a US bank.
How to avoid these bank processing fees?
These fees can be avoided by ensuring your banking system is set up correctly. Make sure your "charge indicator" in the banking system is set to "Payer" and not "Receiver". This would avoid the exchange rate balances in the account.
Note: Please work with your bank on identifying these fee charges. Twilio has nothing to do with it and we will not be able to work with your bank to waive it off.
Where can I find out if I have any pending balances?
Please submit a ticket to support requesting a statement of accounts. The statement of accounts will confirm if there are any open invoices. If you would like a SOA of all unpaid and paid for a period of time, please confirm this in your ticket to ensure you are receiving the correct document.
Twilio's collections analyst's can also reach out to you on pending dues. If you are unsure or do not trust the communication, please raise a Twilio support ticket.
Make sure after sending payments to send remittance to remittance@twilio.com.
Additional Resources:
How to Read your Twilio Invoice
How to Read the Twilio Invoice CSV Supplement