Home Troubleshooting & Error Resolution Ensuring the Correct Caller ID is Displayed When Using Twilio Services

Ensuring the Correct Caller ID is Displayed When Using Twilio Services

Last updated on Aug 10, 2025

Overview

When placing outbound calls using Twilio, the Caller ID displayed to the recipient depends on your Twilio number configuration, verified numbers, and the destination's carrier rules. If the wrong Caller ID appears, it can impact call pickup rates and trust. This guide covers how to configure and verify your Caller ID settings to ensure correct display.

1. Use a Verified Number

  • If you’re calling from a number you own outside of Twilio, you must verify it in Twilio Console before using it as your Caller ID.

  • Go to Twilio Console → Verified Caller IDs → Add a New Caller ID.

  • Enter the number and complete the verification process (Twilio will call or text a code to confirm).

2. Configure the Outbound Caller ID in Your Application

  • In your Twilio app or API call, set the From parameter to the verified number or Twilio-provided number you want displayed.

  • Example API request:

    curl -X POST <https://api.twilio.com/2010-04-01/Accounts/ACxxxxxxx/Calls.json> \\
--data-urlencode "To=+1234567890" \\
--data-urlencode "From=+1987654321" \\
--data-urlencode "Url=https://myapp.com/voice" \\
-u ACxxxxxxx:your_auth_token

3. Check CNAM Registration (For US Numbers)

  • In the US, Caller ID name (CNAM) is managed by carriers, not Twilio directly.

  • If you want your business name to display instead of just the number:

    • Contact Twilio Support to request CNAM registration.

    • CNAM display is not guaranteed as some carriers may override it.

4. Be Aware of Caller ID Restrictions

  • Local regulations may require you to use a number that matches the country you’re calling.

  • Some countries block or replace Caller IDs that do not meet their rules.

  • Mobile networks may override your Caller ID to show "Unknown" or a generic name.

5. Test Your Caller ID

  • Make test calls to different carriers (mobile, VoIP, landline) to verify display.

  • Check from different locations if possible, as Caller ID behavior can vary.

6. Troubleshooting

If the wrong Caller ID displays:

  1. Verify the number is correctly set in your Twilio application.

  2. Confirm the number is verified in Twilio Console.

  3. Check if the call is being sent through the correct Twilio subaccount or trunk.

  4. Contact Twilio Support with Call SID examples for further investigation.

✅ Tip: For consistent branding in outbound calls, purchase a Twilio number in the target country and register it for CNAM when available.