Frequently Asked Questions (FAQ)

If you have questions about an invoice you've received from KORE or having trouble logging into or managing users in the KORE Console, contact KORE customer support at questions@korewireless.com.

If you are having trouble creating and connecting your KORE account to your Twilio account or have any questions about any of the Twilio IoT products, contact Twilio customer support, your existing IoT sales specialist, or KORE sales.

There is no immediate plan to deprecate any product except any that have already been communicated. Our primary goal during this transition is that all your services continue to operate normally.

There will be no immediate changes to pricing due to the acquisition. Any contractual discounts you have on IoT products will continue to apply. Continue to refer to the Twilio IoT pricing pages for self-service pricing or your most recent contract with Twilio for discounted pricing.

Your existing integrations will continue to run as-is for the foreseeable future. We will assess the design of each existing endpoint as we recreate them as part of KORE's APIs. We may make some changes to the APIs, but our goal is to minimize any potential disruptions so most APIs will likely behave very similarly, if not identically, to how they do currently. Over time, the Twilio API endpoints for our products will be deprecated and removed, and APIs will be accessible through KORE's API endpoints.

You'll still be able to manage your SIMs from Twilio Console for the foreseeable future. Upon completion of the acquisition, we'll begin developing a new UI within KORE that will eventually replace the Twilio Console for managing your IoT resources.

You will still be able to order SIMs through the Twilio Console for the foreseeable future. Eventually, SIM ordering will move to a new portal within KORE's services and you will be notified accordingly.

We want to avoid any impact to existing connected devices whenever possible as a result of this acquisition. We have no immediate plans to deprecate any existing APN's that your devices may depend on to connect.

Most likely yes, but if there are changes, you will be notified by your new contact. If you don't have a sales contact and would like to discuss volume discounts for IoT products, contact KORE sales.

You will continue to pay Twilio for non-IoT products. If you had a contract with Twilio for IoT products, you should have received a separate notification from Twilio as to whether your contract was transferred to KORE upon close or will remain with Twilio during a transition period. If you have any additional questions about this, please contact your Twilio account representative or customer support. If you were not contact by Twilio about this or if you are a new to using Twilio IoT products, you will be charged by KORE for your usage.

For almost all Twilio IoT users, you will begin paying KORE for your IoT usage starting June 1, 2023, which you'll do by setting up and linking a KORE account to your Twilio account. If you are one of the very few users who have existing agreements with Twilio that could not be transferred to KORE, you will continue to pay Twilio for your IoT usage just as you were previously. In the email you should have received notifying you that the acquisition completed, it would have stated that KORE and Twilio account representatives would be contacting you to discuss getting new agreements in place with KORE.

You can also go to the Link a KORE Account page in the Twilio Console to see if you need to complete this process now or later.

While we work to integrate our IoT services with KORE, it will take a couple weeks after the calendar month closes to receive your invoice from KORE. If you need to record an accrual for your usage for accounting purposes, you can still see the amounts that will be charged in the Twilio Usage Summary in Console. The amount for Internet of Things shown there should be approximately what your invoice will be.

No. While we decouple our IoT systems from Twilio and migrate to KORE, we will continue to use Twilio's services to help us price usage that will ultimately be billed by KORE. This leads to IoT usage still showing up in Twilio's Usage Summary; however, IoT usage will not impact your account balance and will not appear on your invoices from Twilio. If you download your Twilio invoice from the Twilio Console you will see that there are no line items for IoT usage. As of October 1, 2023, we pivoted to using KORE systems to price IoT usage so you should no longer see IoT usage in the Usage Summary from October onward.

Your contract, including discounted pricing, are now managed through KORE. The discounted rates in KORE's pricing system cannot be queried by the Twilio Console. As such, prices shown, such as those on the SIM ordering page, will not reflect your discounted rates. You can refer to your active contract with KORE for your discounted rates. When you are actually charged whether for ordering SIMs, for traffic on the cellular networks, or any other billable event, you will be billed at the correct rate per your contract. The amounts reflected alongside the bytes consumed when reviewing your data usage or making requests to the Super SIM or Programmable Wireless /UsageRecords APIs will include your discounted rates as KORE's pricing and billing system enhance those records before they are included in the queried data set.