Incorrect Addresses Being Stored when Added Through Twilio IoT Order Page

Incident Report for Twilio

Resolved

The issue causing incorrect address storage within the Twilio IoT order flow has been resolved.

Posted Feb 07, 2022 - 17:58 PST

Monitoring

We are now seeing recovery of the issue causing incorrect address storage within the Twilio IoT order flow. We are monitoring for service stability. We will provide another update in 30 minutes or as soon as more information becomes available.

Posted Feb 07, 2022 - 17:30 PST

Update

We continue to work on a fix to properly store address. As a workaround, you can add your address via the Phone Numbers Addresses page in Console (https://console.twilio.com/us1/develop/phone-numbers/regulatory-compliance/addresses?frameUrl=/console/phone-numbers/addresses) and then select that address when placing an order for SIMs. We will provide an update in 4 hours or as soon as more information becomes available.

Posted Feb 07, 2022 - 15:10 PST

Update

We continue to work on a fix to properly store address. As a workaround, you can add your address via the Phone Numbers Addresses page in Console (https://console.twilio.com/us1/develop/phone-numbers/regulatory-compliance/addresses?frameUrl=/console/phone-numbers/addresses) and then select that address when placing an order for SIMs. We will provide an update in 2 hours or as soon as more information becomes available.

Posted Feb 07, 2022 - 13:11 PST

Identified

For some countries and in some cases, when adding a new address via the Twilio IoT order page, if you provide a value for Address Line 2 this value replaces Address Line 1. This only occurs when Twilio attempts to validate and update your provided address before storing the address to improve deliverability. Twilio does not perform address validation for all countries due to local complexities (e.g. China) and therefore this issue may not be hit even if Address Line 2 input is provided. We are continuing to investigate the root cause and implement a fix.
As a workaround, you can add your address via the Phone Numbers Addresses page in Console (https://console.twilio.com/us1/develop/phone-numbers/regulatory-compliance/addresses?frameUrl=/console/phone-numbers/addresses) and then select that address when placing an order for SIMs.
If you have recently placed an order for Twilio IoT SIMs and the address is incorrect, open a support ticket immediately.

Posted Feb 07, 2022 - 12:11 PST