# Trust Hub

## Overview

Advanced communications services must follow carrier and regulator rules. Every channel and market can have a unique set of rules. These rules can change as the ecosystem evolves. To manage these regulatory changes, Twilio created [Twilio Trust Hub](https://console.twilio.com/us1/account/trust-hub/overview).

Twilio Trust Hub simplifies compliance. Trust Hub stores the core customer identity as a compliance Customer Profile. After Twilio verifies this identity, you can use it with a variety of Trust Products. These products include the US and Canadian communication services like:

* [Toll Free](https://help.twilio.com/articles/5377174717595-Toll-Free-Message-Verification-for-US-Canada) and Application-to-Person ([A2P](https://help.twilio.com/articles/1260800720410-What-is-A2P-10DLC-)) verification for messaging
* Secure Telephone Identity Revisited and Signature-based Handling of Asserted information using toKENs ([STIR/SHAKEN](https://www.twilio.com/en-us/trust/shaken-stir)) and Caller ID Name ([CNAM](/docs/voice/brand-your-calls-using-cnam)) for voice calls

Twilio Trust Hub confirms your identity using Know Your Customer (KYC) verification processes. These processes grants a trust level to customers from Twilio. This trust grants customers access to the advanced communication services.

## Customer Profiles

To understand its customers and their platform usage, Twilio requires specific data. This includes data like business name, address, and number. Once verified, Twilio stores this data in a Customer Profile.

The Customer Profile verification goes through a three step process. A Customer Profile moves from draft to review to approval or rejection. The status of a Customer Profile displays as one of the following labels.

* Draft
* In Review
* Twilio Approved
* Twilio Rejected

## Create a Customer Profile

To create a Customer Profile, go to the [Trust Hub section](https://console.twilio.com/us1/account/trust-hub/customer-profiles) of the Twilio Console.

1. Click **Create Primary Customer Profile**.
2. Choose **Individual profile** or **Business/Organization Profile**.
   * If you choose **Individual profile**, click **I confirm I am operating as an individual (This profile setting cannot be changed.)**
   * If you choose **Business/Organization Profile**, click **I have a business registration ID**.
3. Click **Begin verifying**.

## Business profile

1. Type relevant values into the fields on the **General Information** page.

   | Field                         | Needed value                                                                                       |
   | ----------------------------- | -------------------------------------------------------------------------------------------------- |
   | **Legal business name**       | Exact legal business name written as registered under your Business Registration Number.           |
   | **Profile friendly name**     | Short label that identifies this organization in your admin console.                               |
   | **Country** (dropdown menu)   | Country in which your organization conducts business.                                              |
   | **Address Street 1**          | Physical street address at which your organization conducts business.                              |
   | **Address Street 2**          | Additional line for the physical street address at which your organization conducts business.      |
   | **Address City**              | Municipality for your physical street address in which your organization conducts business.        |
   | **Address State or Province** | National subdivision of your physical street address in which your organization conducts business. |
   | **Address Postal Code**       | Postal code for the physical street address at which your organization conducts business.          |
2. Click **Next**.\
   The **Business Information** page displays.
3. Select the form of your business identity from the following two options.
   * Direct Customer: My business uses Twilio to communicate internally or with our customers.
   * ISV Reseller or Partner: My business uses Twilio in a product that I sell to my customers.
4. Select one of the following values from the **Business type** dropdown menu.
   * Business type
   * Sole Proprietorship
   * Partnership
   * Limited Liability Corporation
   * Co-operative
   * Non-profit Corporation
   * Corporation
5. Select one of the following values from the **Business Industry** dropdown menu.
   * Automotive
   * Agriculture
   * Banking
   * Consumer
   * Construction
   * Education
   * Engineering
   * Energy
   * Oil and Gas
   * Fast Moving Consumer Goods
   * Financial
   * Fintech
   * Food and Beverage
   * Government
   * Healthcare
   * Hospitality
   * Insurance
   * Legal
   * Manufacturing
   * Media
   * Online
   * Professional Services
   * Raw Materials
   * Real Estate
   * Religion
   * Retail
   * Jewelry
   * Technology
   * Telecommunications
   * Transportation
   * Travel
   * Electronics
   * Not For Profit
6. Select relevant business ID type from the **Business registration ID type** dropdown menu.
   * USA: Employer Identification Number (EIN)
   * Canada: Canadian Business Number (CBN)
   * Great Britain: Company Number
   * Australia: Company Number from ASIC (ACN)
   * India: Corporate Identity Number
   * VAT Number
   * Israel: Registration Number
   * DUNS Number (Non-US Businesses Only)
   * Other
7. Type the registration number associated with your business registration ID type into the **Business registration number** field.
8. Click one or more regions in which your organization operates from the **Business Regions of Operations** dropdown menu.
   * Africa
   * Asia
   * Australia
   * Europe
   * Latin America
   * USA and Canada
9. Type the URL to your organization's website into the **Business website** field.
10. Click **Next**.\
    The **Point of Contact** page displays.
11. Type values into the fields on the **Authorized Representative #1** section.

    | Field              | Needed value                                                       |
    | ------------------ | ------------------------------------------------------------------ |
    | **First name**     | First name of the primary contact person for your organization.    |
    | **Last name**      | Last name of the primary contact person for your organization.     |
    | **Email**          | Email address of the primary contact person for your organization. |
    | **Phone number**   | Phone number of the primary contact person for your organization.  |
    | **Business title** | Job title of the primary contact person for your organization.     |
    | **Job position**   | Job level of the primary contact person for your organization.     |
12. You can add another representative.
    * To add another rep, click **Add 2nd Auth rep**. The **Authorized Representative #2** section displays. Complete the fields as you did for the first representative.
    * To continue without adding another rep, click **Next**. The **Notification settings** page displays.
13. Type relevant values into the fields on the **Notification settings** page.

    | Field                       | Needed Value                                                                        |
    | --------------------------- | ----------------------------------------------------------------------------------- |
    | **Email Address**           | Email address to which Twilio sends changes to the status of this business profile. |
    | **Status callback webhook** | URL to which Twilio sends any callbacks on the status of this business profile.     |
14. Click **Next**.
15. On the **Terms of service and privacy policy** page, click the checkbox.
16. Click **Next**.
17. Click **Done**.

## Individual profile

1. Click **Begin verifying**.
2. Type values into the fields on the **General Information** page.

   | Field                            | Needed Value                                                                          |
   | -------------------------------- | ------------------------------------------------------------------------------------- |
   | Profile friendly name            | String that identifies your profile.                                                  |
   | Email address                    | Email address linked to the individual for this profile.                              |
   | Phone number                     | Telephone number linked to the individual for this profile.                           |
   | Issuing Country of Government ID | Country that provides the form of ID that identifies the individual for this profile. |
3. Click **Continue**.
4. Type values into the fields on the **General Information** page.

   | Field         | Needed Value                                                                                                              |
   | ------------- | ------------------------------------------------------------------------------------------------------------------------- |
   | First name    | Type your given name.                                                                                                     |
   | Last name     | Type your family name or surname.                                                                                         |
   | Date of birth | Select the **Month**, **Day**, and **Year** when you were born from the dropdown menus.                                   |
   | Address       | Start typing your physical address. If the field doesn't provide a correct address, click **+ or edit address manually**. |
5. Click **Continue**.
6. On the **Privacy Acknowledgement** page, click the checkbox.
7. Click **Continue**.
8. Click **Done**.

### Types of Customer Profiles

#### Primary Customer Profile

To use everything in the Twilio platform, you need a Customer Profile. The Primary Customer Profile represents your organization's core identity. With this data, Twilio verifies your identity. We also use this data manage your compliance across our services.

#### Secondary Customer Profile

If you have additional brands or businesses, create a secondary Customer Profile for each. A Secondary Customer Profile manages distinct business identities that relate to the primary Customer Profile. When the business or brand you want to register differs from the managing company, you need a secondary profile. A secondary Customer Profile requires a [primary Customer Profile](#primary-customer-profile).

### Review of Customer Profile data

After submitting your Customer Profile, our operations team reviews the data. The team sets the Customer Profile status to In Review. This can take up to 48 hours. The team tries to confirm your data and can approve or reject your submission. When complete, Twilio updates the profile status as Approved or Rejected. We also send you an email with your profile status.

> \[!NOTE]
>
> * To confirm your business identity, Twilio may reach out to the authorized
>   representatives given in your Customer Profiles during the vetting process. -
>   To learn more about how Twilio retains these records, consult our [Privacy
>   Statement](/en-us/legal/privacy).

### Fix a rejected Customer Profile

Twilio rejects a Customer Profile submission in certain circumstances. Twilio may not be able to validate some of the data included in the Profile. If this occurs with your submission, review the rejection reason, fix the issue with your application, and resubmit.

## Find your Customer Profile

To view your Customer Profiles, go to the [Trust Hub Customer Profiles](https://console.twilio.com/us1/account/trust-hub/customer-profiles) of the Twilio Console.

## Update an existing Customer Profile

You can't update approved and under review profiles. If you update an approved profile, Twilio may need to review it again.

## Delete an existing Customer Profile

You can delete a draft or rejected profile in the Trust Hub. This removes the profile. You can create a new one if needed. To delete an approved profile, contact Twilio Support.

## Use an approved profile

An approved Customer Profile grants access to a range of Trust Products like those listed in the [overview](#overview) of this guide.

## Trust Hub product links

* [SHAKEN/STIR Trusted Calling](/docs/voice/trusted-calling-with-shakenstir)
* [A2P Messaging](/docs/messaging/compliance/a2p-10dlc)
* [Brand Your Calls Using CNAM (Beta)](/docs/voice/brand-your-calls-using-cnam)
* [CNAM](/docs/voice/brand-your-calls-using-cnam)
