Account Management

Frequently asked questions about Plivo account setup, credentials, security, team management, and subaccounts.

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How do I create a Plivo account?

1. Request a trial account with a valid work email
2. Enter your name and set a password
3. Verify your email via activation link
4. Verify your phone number

Requirements:

• Work email (personal domains like @gmail.com not accepted)
• Valid phone for verification
• No VPN during onboarding

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Why is my account activation delayed?

Plivo verifies all new accounts for compliance with telecommunications regulations. Your account may be held for review if:

• Business information needs verification
• Risk assessment flags require manual review
• Documentation is incomplete

To expedite:

1. Ensure your business email domain is valid
2. Complete all verification steps
3. Contact Plivo Support with your registered email

Most accounts are activated within 24 hours.

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Why was my account suspended?

Common suspension reasons: To resolve:

1. Check your email for suspension notice with details (check spam folder)
2. Address the issue mentioned in the notice
3. Contact Plivo Support with your account email or Auth ID
4. Provide requested documentation if applicable

Account reinstatement is reviewed on a case-by-case basis.

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How do I change my account email address?

1. Navigate to Account > Settings > Profile
2. Click Edit next to your email address
3. Enter the new email address
4. Verify via confirmation link sent to the new email

Note: The new email must be a valid work email. Personal email domains (gmail.com, yahoo.com, etc.) are not accepted.

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How do I reset my password?

1. Go to the Plivo login page
2. Click Forgot Password
3. Enter your registered email address
4. Check your email for reset link (check spam folder)
5. Click the link and set a new password

If you don’t receive the reset email, contact Plivo Support.

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How do I close my account?

Navigate to Account > Service Address and click Close Account. After closure:

• All applications, phone numbers, endpoints, and logs are permanently deleted
• Remaining credits are refunded within 20 business days (only recharges from the last 90 days)
• Trial credits are not refunded
• Team members lose access immediately

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What are Auth ID and Auth Token?

Find them at the top of the Plivo Console home page.

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How do I regenerate my Auth Token?

1. Go to Account > Settings > Credentials
2. Click Generate Auth Token
3. Choose whether to keep or revoke the old token

Important: Regenerating your Auth Token invalidates integrations using the old token. Update your applications immediately.

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Is Two-Factor Authentication mandatory?

Yes. 2FA is mandatory for all Plivo accounts. Available methods:

• Phone OTP (SMS/Voice)
• Authenticator apps (Google Authenticator, 1Password, Microsoft Authenticator, Authy)
• Recovery codes

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How do I set up an authenticator app for 2FA?

1. Go to Account > Settings > Security > Two-Factor Authentication
2. Click Add next to Authenticator App
3. Verify with OTP sent to your phone
4. Scan the QR code with your authenticator app
5. Enter the generated code to confirm

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How do I change my phone number for 2FA?

1. Navigate to Account > Settings > Security > Two-Factor Authentication
2. Click the 3-dot menu next to Phone Verification
3. Select Change Number
4. Authenticate with your current method
5. Enter and verify the new number

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How do I set up Single Sign-On (SSO)?

1. Navigate to Account > Settings > Security
2. Click Configure in the Configure SSO widget
3. Select your identity provider
4. Follow the configuration guide

Contact Plivo Support to access SSO.

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What is IP Whitelisting?

IP Whitelisting restricts API access to specific IP addresses. To configure:

1. Go to Account > Settings > IP Whitelisting
2. Click + Add CIDR Address
3. Enter IP addresses in CIDR format (e.g., 192.0.2.0/24, 1.1.1.1/32)
4. Toggle the switch to enable

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What are the security best practices?

• Use a strong password (12+ characters with mixed case, numbers, symbols)
• Enable 2FA
• Use role-based access for team members
• Use individual email addresses
• Monitor account alerts
• Keep Auth Token private like a password
• Regularly rotate Auth Tokens
• Set up IP whitelisting

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What should I do if my account is compromised?

1. Check login notification emails from Plivo
2. Review payment receipts for unfamiliar charges
3. Check usage logs in the console
4. Immediately regenerate your Auth Token
5. Change your password
6. Review and remove unauthorized team members
7. Contact Plivo Support

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What are the team roles?

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How do I invite team members?

1. Go to Settings > Account > Team
2. Click Add New User
3. Enter the user’s email address
4. Select the appropriate role
5. Click Invite User

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What are the benefits of subaccounts?

• Individual phone numbers and applications per subaccount
• Unique Auth ID and Auth Token for each
• Credits deducted from main account (no separate recharges)
• Single consolidated invoice
• Ability to whitelist unique sender IDs per subaccount

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How do I create a subaccount?

Via Console:

1. Navigate to subaccount management
2. Click Create Subaccount
3. Configure settings

Via API: Use the Subaccount API.

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How do I delete a subaccount?

1. Release all phone numbers assigned to the subaccount
2. Delete all applications linked to the subaccount
3. Navigate to Subaccounts in console
4. Select the subaccount and delete

Via API: Use the Delete Subaccount API.

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What balance notifications does Plivo send?

Plivo automatically sends email alerts when your balance drops below $250,$100, and $10. Configure custom alerts:

1. Go to Payment Settings
2. Set up to 3 custom threshold amounts
3. Add additional notification email addresses

Recommendation: Set one alert equal to your average daily usage.

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What happens when my account runs out of credits?

• Active calls are disconnected
• New API requests fail
• Phone numbers remain rented (charged on next recharge)
• Scheduled messages are not sent

To avoid disruption:

1. Enable auto-recharge in Billing > Payment Settings
2. Set up balance alerts at custom thresholds
3. Monitor daily usage summary emails

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How do I view my account usage?

1. Navigate to Billing > Usage Summary in console
2. Filter by date range, product (Voice/SMS), or subaccount
3. Export as CSV if needed

Daily usage summaries are also sent via email.

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Can I transfer phone numbers between accounts or subaccounts?

Between subaccounts: Yes. Use the Update Number API to reassign a number to a different subaccount under the same parent account. Between separate accounts: No. Numbers cannot be transferred between different Plivo accounts. You would need to:

1. Release the number from the original account
2. Rent it again from the new account (availability not guaranteed)

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What are the API rate limits?

If you exceed limits:

• Requests return HTTP 429 (Too Many Requests)
• Implement exponential backoff in your application

Higher limits are available on Enterprise plans. Contact Sales to upgrade.

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Where do I find pricing information?

Access pricing by country through:

• Voice: Console > Voice > Pricing
• SMS: Console > Messaging > Pricing
• API: Use the Pricing API

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What is the inactive account policy?

Accounts with stored payment methods are vulnerable to takeover. Inactive accounts may be sold or misused. Accounts are reviewed for activity periodically. To keep your account active, maintain regular usage or contact support.

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How do I create a support ticket?

1. Go to Plivo Support
2. Click Create New Ticket
3. Enter email, subject, and description
4. Select category and priority
5. Attach files if needed
6. Click Create New Ticket

Check ticket status anytime at Check Ticket Status on the support homepage.

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Related Resources

• Payments
• Invoices
• Subaccount API
• Contact Support