Frequently Asked Questions (FAQ)

Below are a collection of questions you may have about KORE's acquisition of Twilio's IoT business unit ("Twilio IoT"). If you have additional questions, please contact your IoT sales specialist or customer support. References to "IoT products" means those sold by Twilio IoT prior to the acquisition of KORE such as Super SIM, Programmable Wireless, Microvisor, and Electric Imp.

Do I contact Twilio or KORE customer support for help?

For any questions related to Super SIM, Programmable Wireless, or other Twilio IoT products, please contact KORE customer support or your KORE account representative. If you don't have a KORE account representative or not sure who it is, you can fill out this form to connect with KORE sales.

You may be directed to also contact Twilio support if there are issues related to your Twilio account management but feel free to start with KORE support for any of your IoT related questions.

For any other Twilio products you might be using such as SMS or voice, continue to use Twilio support.

Will any IoT products be deprecated as a result of the acquisition?

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.

What happens to my pricing?

There will be no immediate changes to pricing due to the acquisition. Any contractual discounts you have on IoT products will continue to apply.

For self-service pricing, refer to KORE's pricing pages such as this one for Super SIM. If you can't find pricing for a product you are looking to use or are currently using, please contact KORE sales for assistance.

What happens to my integrations with the Twilio APIs?

You will need to update your integrations from using Twilio's APIs to using KORE's by the middle of 2025. Refer the latest emails from KORE about migration deadlines.

Learn more about migration to the KORE REST APIs here.

Will I still be able to use the Twilio Console?

IoT products will be removed from the Twilio Console in early 2025. Until then, you can continue use the Twilio Console to order and manage your IoT products. The KORE Super SIM Console has already been released which you can access via the KORE Console. You should begin familiarizing yourself with the KORE Console and onboard additional users as soon you can.

Learn more about migrating to the KORE Super SIM Console here.

Does the process for ordering SIMs change?

We are in the process of building a much more robust ordering portal at KORE that we plan to release before the end of 2024. Until then, continue to use the Twilio Console for ordering IoT hardware. We'll share more details on how to use the new KORE Shop in an upcoming product update.

Do I need to change the APN on my devices?

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.

Are my sales contacts the same?

You will have account representatives from both KORE and Twilio (if you are using other Twilio products). Your KORE account representative, if you have one, should have already contacted you. If you don't know who that is or would like to speak to sales to discuss volume discounts for IoT products, contact KORE sales.

Who do I pay for services, what if I have multiple products?

You will continue to pay Twilio for non-IoT product usage.

You will pay KORE for all IoT product usage even if you are continuing to manage those products through the Twilio Console and APIs. You can find copies of your KORE invoices in KORE Console.

If you were an IoT customer prior to the acquisition by KORE and 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 remained with Twilio until it could be transitioned. If you were not contacted by Twilio about this or if you are new to using IoT products, you will be charged by KORE for your usage.

How do I know if I need to create a KORE account?

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.

When will I receive my invoice from KORE for my IoT usage?

You will receive an invoice from KORE within a few days after the close of the calendar month for your IoT usage.

I'm receiving my invoices from KORE for IoT usage but I still see IoT usage in the Twilio Usage Summary. Am I being charged by Twilio too?

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.

Why doesn't the Twilio Console show my discounted prices?

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.