---
"@context": https://schema.org
"@type": TechArticle
"@id": https://www.twilio.com/docs/api/errors/30560#article
headline: "30560: Terms of Service missing customer support information"
url: https://www.twilio.com/docs/api/errors/30560
inLanguage: en
dateModified: 2026-09-14T16:28:48.000Z
author:
  "@type": Organization
  name: Twilio Developer Education Team
publisher:
  "@type": Organization
  name: Twilio
---

# 30560: Terms of Service missing customer support information

Log Type: APPLICATION

Log Level: ERROR

## Description

This error applies to both Toll-Free Verification and A2P 10DLC registration.

Your Terms of Service do not include accessible customer care contact details or support instructions for subscribers who need help.

### Possible causes

* The Terms of Service do not provide a support email address or phone number.
* No HELP keyword instructions are provided for subscriber support.

### Possible solutions

* Add a working support pathway subscribers can use to reach customer care directly, such as a support email address or telephone line.
* Include HELP keyword instructions where applicable.
* Resubmit your registration once support contact details are added.

### Additional resources

* [A2P 10DLC Campaign Onboarding Guide](https://help.twilio.com/articles/11847054539547-A2P-10DLC-Campaign-Approval-Best-Practices)
* [Toll-Free Verification Onboarding Guide](https://help.twilio.com/articles/13264118705051)