Why You Can't Delete a Twilio Subaccount from Your CRM

Overview

If you are trying to delete a Twilio subaccount from your CRM and the option is unavailable, this article explains the reason and the steps you need to take.

Deletion is Not Managed by the CRM for External Accounts

The CRM platform does not have the ability to delete Twilio subaccounts that you created and connected yourself, outside of the platform's own provisioning system. If you are using your own Twilio account, you have full control over its management and closure directly through Twilio.

What You Will See in the CRM

For externally connected Twilio accounts, you will see a banner notification within the Twilio settings area of your CRM. This banner informs you that you are not using the platform's integrated service. For these accounts, the CRM does not provide a delete option.

Why You See a Warning Instead of a Delete Option

This situation occurs when your account is linked to a Twilio account that you manage independently. In this case:

• The CRM does not have the necessary permissions to delete the subaccount.
• The subaccount remains active on your Twilio dashboard until you take action.
• Twilio will continue to bill you for this subaccount unless you close it.

How to Know If This Applies to You

This applies if any of the following are true:

• You connected your own, personal Twilio account.
• Your account is not using the CRM's default messaging carrier.
• You see a banner stating that subaccount deletion is not supported.

What You Can Do Instead

To stop being billed by Twilio, you must manually delete the subaccount from your Twilio console.

Step-by-Step Guide

1. Log in to your Twilio Console.
2. From the left-hand menu, select Subaccounts.
3. Find the specific subaccount you wish to delete.
4. Click the ... (More Options) icon next to the subaccount.
5. Select Close Subaccount from the menu.
6. Confirm the closure in the dialog box that appears.

After completing these steps, the subaccount will be closed and you should no longer receive charges for it.

Need Help?

If you are uncertain whether your account is externally managed or need assistance finding the correct subaccount in Twilio, consult Twilio's official guide: How to close a sub account.

Important Notes

• Closing a subaccount is a permanent action. Ensure you do not need any of the associated data before proceeding.
• The CRM can only delete subaccounts that it provisioned directly.
• You are responsible for managing and monitoring the charges on your Twilio account.