Frequently asked questions about Plivo account setup, credentials, security, team management, and subaccounts.
How do I create a Plivo account?
- Request a trial account with a valid work email
- Enter your name and set a password
- Verify your email via activation link
- Verify your phone number
Requirements:
- Work email (personal domains like @gmail.com not accepted)
- Valid phone for verification
- No VPN during onboarding
What is Account Currency?
Your Plivo account currency determines which phone numbers and services you can access.
| Account Currency | Can Access | Payment Method |
|---|
| USD | Phone numbers in supported countries, international calling | International credit/debit cards |
| INR | Indian phone numbers only, calling within India | Indian credit/debit cards only |
Account currency cannot be changed after creation. If you need both Indian numbers and international calling, you’ll need separate accounts for each currency.
When to use INR accounts
- Your business is registered in India
- You only need Indian phone numbers
- You’re making calls within India
When to use USD accounts
- You need phone numbers outside India
- You need to make international calls
- You’re operating globally
What happens if my signup is delayed?
Plivo verifies all signups to ensure compliance with telecommunications regulations. Accounts may be placed on hold if risk assessment indicates concerns. Contact Plivo Support if delayed.
Why can’t I create an account with my email?
Plivo requires a business domain email address for account registration.
| Email Type | Accepted? | Example |
|---|
| Business domain | ✅ Yes | john@yourcompany.com |
| Personal email | ❌ No | john@gmail.com, john@yahoo.com |
| Temporary email | ❌ No | john@tempmail.com |
I can’t log in to my account. What should I do?
Troubleshooting steps
| Issue | Solution |
|---|
| Forgot password | Click “Forgot password” on login page, check email (including spam) |
| Password reset link expired | Request a new reset link (links expire after 24 hours) |
| 2FA code not working | Ensure device time is synced; try recovery codes |
| Locked out of 2FA | Contact Plivo Support with account verification |
| Account suspended | Check email for suspension notice; contact support |
| Browser issues | Clear cache/cookies, try incognito mode, or different browser |
If password reset emails aren’t arriving
- Check spam/junk folder
- Verify you’re using the correct email address
- Add
noreply@plivo.com to your contacts
- Wait 5-10 minutes (email delivery can be delayed)
- Try requesting another reset
If you’ve lost access to 2FA
- Try using recovery codes (saved during 2FA setup)
- If no recovery codes, contact Plivo Support with:
- Account email address
- Auth ID (if known)
- Business verification documents
Security verification required: For security, Plivo requires identity verification before disabling 2FA on an account. This process may take 1-2 business days.
Why is my account disabled or suspended?
Your account may be disabled for several reasons:
| Reason | Solution |
|---|
| Policy violation | Check email for violation notice, contact support |
| Suspicious activity | Verify identity with support |
| Fraudulent usage detected | Contact support with business verification |
| AUP violation | Review Acceptable Use Policy, contact support |
| Inactivity | Contact support to reactivate |
To reactivate a disabled account
- Check your email for any notices from Plivo
- Log in to Console (if possible) and review any alerts
- Contact Plivo Support with:
- Your account email
- Auth ID (if known)
- Business verification documents (if requested)
Reactivation may require identity verification and can take 1-3 business days depending on the reason for suspension.
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
What are Auth ID and Auth Token?
| Credential | Description |
|---|
| Auth ID | Your unique account identifier (username) — cannot be changed |
| Auth Token | Your API password — can be changed |
How do I regenerate my Auth Token?
- Go to Account > Settings > Credentials
- Click Generate Auth Token
- Choose whether to keep or revoke the old token
Important: Regenerating your Auth Token invalidates integrations using the old token. Update your applications immediately.
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
How do I set up an authenticator app for 2FA?
- Go to Account > Settings > Security > Two-Factor Authentication
- Click Add next to Authenticator App
- Verify with OTP sent to your phone
- Scan the QR code with your authenticator app
- Enter the generated code to confirm
How do I change my phone number for 2FA?
- Navigate to Account > Settings > Security > Two-Factor Authentication
- Click the 3-dot menu next to Phone Verification
- Select Change Number
- Authenticate with your current method
- Enter and verify the new number
How do I set up Single Sign-On (SSO)?
- Navigate to Account > Settings > Security
- Click Configure in the Configure SSO widget
- Select your identity provider
- Follow the configuration guide
Contact Plivo Support to access SSO.
What is IP Whitelisting?
IP Whitelisting restricts API access to specific IP addresses.
To configure:
- Go to Account > Settings > IP Whitelisting
- Click + Add CIDR Address
- Enter IP addresses in CIDR format (e.g.,
192.0.2.0/24, 1.1.1.1/32)
- Toggle the switch to enable
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
What should I do if my account is compromised?
- Check login notification emails from Plivo
- Review payment receipts for unfamiliar charges
- Check usage logs in the console
- Immediately regenerate your Auth Token
- Change your password
- Review and remove unauthorized team members
- Contact Plivo Support
What are the team roles?
| Role | Access |
|---|
| Owner | Full access (auto-assigned to account creator, cannot be changed) |
| Admin | Same as owner — billing, credentials, configuration, logs |
| Developer | Application configuration, logs, API access (no billing) |
| Support | View logs and usage (read-only) |
| Financial Analyst | Billing and payment access only |
How do I invite team members?
- Go to Settings > Account > Team
- Click Add New User
- Enter the user’s email address
- Select the appropriate role
- Click Invite User
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
How do I create a subaccount?
Via Console:
- Navigate to subaccount management
- Click Create Subaccount
- Configure settings
Via API: Use the Subaccount API.
What balance notifications does Plivo send?
Plivo automatically sends email alerts when your balance drops below 250,100, and $10.
Configure custom alerts:
- Go to Payment Settings
- Set up to 3 custom threshold amounts
- Add additional notification email addresses
Recommendation: Set one alert equal to your average daily usage.
Access pricing by country through:
- Voice: Console > Voice > Pricing
- SMS: Console > Messaging > Pricing
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.
How do I create a support ticket?
- Go to Plivo Support
- Click Create New Ticket
- Enter email, subject, and description
- Select category and priority
- Attach files if needed
- Click Create New Ticket
Check ticket status anytime at Check Ticket Status on the support homepage.
