The Twilio Trust Hub is the section of the Twilio console where all compliance-related registrations, vetting, and verifications are managed. It serves as the single interface for A2P 10DLC brand and campaign registration, toll-free verification, secondary customer profile management, and regulatory bundle submissions for international number compliance. Understanding how the Trust Hub is structured and what each component does helps you navigate registration efficiently and diagnose problems when approvals are delayed.
Customer Profiles: The Foundation of Trust Hub
Everything in the Trust Hub begins with a Customer Profile, which is a verified record of your business identity that Twilio uses across all compliance workflows. Your primary Customer Profile contains your business name, EIN, address, business type, and contact information, and it undergoes automated and potentially manual verification before it can be linked to A2P registration or regulatory bundles. A Customer Profile with a status of Twilio Approved is a prerequisite for Standard A2P brand registration, toll-free verification, and most international compliance submissions. If your Customer Profile is in a pending or failed state, downstream registration attempts will fail or be delayed, so verifying your Customer Profile status is always the first diagnostic step when troubleshooting registration issues. Secondary Customer Profiles allow businesses to register multiple distinct legal entities under a single Twilio account, which is useful for agencies or platforms managing messaging on behalf of multiple clients.
Brand Registration and Trust Scores in Trust Hub
Within the Trust Hub, the A2P section shows your registered brands and each brand's trust score on the 0 to 100 scale assigned by The Campaign Registry. A trust score of 75 and above is considered standard and results in reasonable throughput for most use cases, while scores above 90 qualify for premium throughput with the highest per-second message limits. The trust score is calculated at brand registration time based on the completeness and consistency of your business information, the credibility of your business website, the age and reputation of your business entity, and any prior history with The Campaign Registry. You can view your brand's trust score in the Trust Hub alongside the brand registration status, which will be one of Pending, Approved, or Failed. A Failed status on a brand record means you cannot register campaigns under that brand until the failure reason is resolved.
Campaign Status and Number Assignment Tracking
The campaign section of the Trust Hub shows each registered campaign with its use case, registration status per carrier, and the phone numbers assigned to it. Status values you may see include Pending Review, Under Review, Approved, and Failed, and these statuses update independently for each carrier, so a campaign can be Approved on T-Mobile while still Under Review at AT&T. The number assignment section shows which of your Twilio phone numbers are linked to each campaign, and it is critical to verify that every number you intend to use for a campaign appears in this list with an active status. Removing a number from a campaign, or having a number that has not been assigned at all, immediately strips that number of the carrier-level protection from its campaign registration. Check this section any time you add new numbers to your Twilio account to ensure they are assigned to the appropriate campaigns before going live.
Using Trust Hub to Diagnose Registration Problems
When you experience unexpected deliverability problems or receive carrier rejection error codes, the Trust Hub should be your first stop for diagnosis. Look at the status of your brand, all campaigns, and the number assignments in sequence. A brand in Pending status with no movement after 48 hours suggests an EIN verification failure that requires support escalation. A campaign showing Approved on all carriers but continued deliverability problems usually points to a number assignment issue or a content filtering issue unrelated to registration. Campaigns that show a Failed status from a specific carrier while remaining Approved from others indicate that carrier has a specific objection to your use case or sample messages that must be resolved through resubmission. Twilio's Trust Hub displays rejection reason codes alongside Failed status records, and those codes are the most direct guide to what needs to change in a resubmission.
Conclusion
The Twilio Trust Hub is the authoritative source of truth for your SMS program's registration health, and checking it proactively prevents small issues from becoming deliverability emergencies. Speak with our compliance team and we will walk through your Trust Hub configuration and resolve any outstanding issues.
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