What causes Twilio credits to expire?

Each month, the Twilio credits you purchase are managed and calculated on a first-in/first-out basis. In addition to receiving new credits per your subscription, credits that were not used in previous months will roll over to the next month, with older credits used before new credits. 

Keep in mind that credits do eventually expire after one year. For example, if I received 300 credits on September 1, 2020, those credits will roll over each month if not used. However, any remaining unused credits from September 2020 will expire at the end of the day on August 31, 2021. Because older credits are used first, this situation would indicate that the Twilio subscription you purchased is probably too large. There is an easy way to see if you have any Twilio credits expiring in a given month:

The Twilio Texts & Calls Report

1. Log in to https://agent.kw.com with your KW login credentials.

2. Click the Reports icon, , on the left side of the page.

3. At the top of the page, click Texts & Calls.

4. At the bottom left of the Twilio Credit Usage section, you will see how many credits are going to expire at the end of the current month, if they are not used.

Take Action

Warning! The Telephone Consumer Protection Act (TCPA), which includes the National Do Not Call Registry, imposes strict limits on how real estate agents make calls, send text messages and/or leave voicemails. The law requires that you check all Do Not Call registries before calling or texting, and honor requests to be placed on all Do Not Call lists. The law also may require callers to meet certain consent requirements before making a call or sending a text message using an auto-dialer, or using or a prerecorded/artificial voice. Agents must follow this law or face stiff penalties and/or potentially catastrophic legal damages for violations. Contact your attorney to determine if your practices conform to the TCPA.

If you have Twilio credits expiring this month, the choice is to let them expire or to send text messages to your database:

• Text leads/contacts in your database
• Utilize text message steps in a SmartPlan
  • Add a SmartPlan from the SmartPlans library
  • Create a custom SmartPlan
  • Add contacts to a SmartPlan

It is recommended to keep track of your Twilio usage on a regular basis. If you notice credits expiring month over month, or even credits continuously rolling over each month, you have the ability to downgrade your Twilio Subscription to receive fewer credits each month.

If you have an unmanageable amount of credits accumulated, there is a solution that might work for you. Email [e-mail] and request a hold on receiving new Twilio credits. Once implemented, you will pay $1/month and receive no new credits. You will be able to use the credits you have already accumulated, and once you have your credit total at a reasonable level, you can get back on track with a sustainable monthly subscription.