Error 21216 – “Cannot Call from this Account” Solution

Error Message

Error: Can not call that number from this account. Error Code: 21216

Description

This error occurs when Twilio blocks an outbound call to a destination number. It can happen for several reasons, including a high risk of fraud, regulatory restrictions, or missing account information.

Error Code: 21216 – Solution

Step-by-Step Instructions

1. For Missing Primary Customer Profile:
   • If you are placing a call to a +1 destination and your account does not have a Primary Customer Profile, follow the steps below to create one.

Creating a Primary Customer Profile

1.  Visit Twilio Trust Hub:

• • Go to the Twilio Trust Hub.

2.  Sign In:

• • Sign in with your Twilio account credentials.

3.  Create a Profile:

• • Follow the instructions to create a Primary Customer Profile. You will need to provide the necessary information, such as your business details and contact information.

4.  Submit for Review:

• • Once you have completed the form, submit it for review. Twilio will process your request and update your account accordingly.

5.  Verify and Test:

• • After your Primary Customer Profile is approved, verify your account settings and attempt to place the call again.

Additional Support

If you continue to experience issues after following these steps, please contact AI Promonet support or Twilio support for further assistance.