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General

  • Navigating the Plivo Console

    This video walks you through the Plivo console, so you can see where to locate key functions for your day-to-day operations.

     

  • Plivo Security Best Practices

    Looking to keep your account secure? Follow these recommended best practices to make sure your information stays safe.

    Plivo console security (for https://console.plivo.com)

    1. Choose a strong password that includes at least 8 characters: uppercase, lowercase, special characters, and numbers. 
    2. Enable two-factor authentication on your Plivo account.
    3. Leverage role-based access controls when adding new users to the account
    4. Don't use a group email address when registering a new account. We strongly recommend using an individual email for your Plivo account signup.
    5. Use an email account that's monitored regularly so that you receive alerts and security notifications in a timely manner.
    6. Auth ID and Auth Tokens are required to trigger SMS messages and voice calls. Auth Tokens should be treated as highly confidential as passwords and should not be published on open source platforms such as GitHub. 

    SMS security

    1. Enable Geo Permission under SMS > Settings > Geo Permissions to whitelist countries in which your users receive SMS notifications from you.
    2. Enable the setting Authorization To View SMS/MMS Content under SMS > Settings > Other Settings to authorize the Plivo customer success team to view your SMS content, help you debug, and detect fraud activity more effectively.
    3. Always redact incoming messages when creating a new application. Go to SMS > Applications > Add new application > Redact Incoming Messages to do that.

    Voice security

    1. Enable Geo Permission under Voice > Settings > Geo Permissions to whitelist countries in which your users receive voice calls from you.

    Zentrunk security

    1. When creating a password for your trunk, choose a strong password that includes at least 8 characters: uppercase, lowercase, special characters, and numbers.
    2. Only whitelist the IP addresses from your PBX and be sure to update these addresses if the PBX IP addresses changed.
  • Where can I find pricing by country?

    Pricing for Plivo products varies by country. You can check the prices on the Plivo console

    For pricing of inbound and outbound calls, click on Voice > Pricing.


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    You can select the country from the drop-down menu to see rates in the console or download a .csv file listing the inbound and outbound call rates for each country.

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    For pricing of inbound and outbound SMS text messages, click on Messaging > Pricing. You can select the country from the drop-down menu to see rates in the console or download a .csv file listing the inbound and outbound messaging rates for each country.

    You can also check Plivo pricing using our API.

  • How can I close my Plivo account?

    You can discontinue using Plivo’s services and close your account from the Plivo console. Navigate to Account > Service Address and click Close Account.Screen_Shot_2020-05-20_at_7.38.26_PM.png
    A pop-up will prompt you to enter your Plivo credentials to confirm that you want to close the account.

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    This process is irreversible. Once you close your Plivo account:

    • Plivo will permanently delete all of the account's applications, phone numbers, endpoints, and logs.
    • Credits remaining in the account will be refunded back to your card within 20 business days.
    • Credits in trial accounts are not refunded.
    • Users invited to manage the account will no longer be able to access the closed account.

    Once a Plivo account is closed, a user with the same email address and phone number will no longer be able to sign up for a Plivo account. You must use a different email address and a phone number if you wish to create a new Plivo account.

    Plivo is legally required to retain all identifying information and proof of address provided by customers, including email address and phone number information, even after an account is closed. 

  • How can I change my password?

    You can change your password from the Plivo console. Click on Account > Settings > Security. Enter your old password for authentication and your new password twice, then Save Changes.

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    If you’ve forgotten your password and are unable to log in to your Plivo account, click on Forgot Password on the console login page. This will trigger an email to your registered email address. Click on the link provided in the email to enter a new password and log in.

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  • How can I change my email address?

    Plivo uses the email address associated with your account to send important updates and notifications, so it's important to make sure the address is correct. Only the owner of an account can update the email address.

    To update the email address associated with your Plivo account:

    1. Log in to your Plivo account.
    2. Click on Accounts > Settings > User Profile.
    3. Click Update Email, enter the new email address, then click Update.Screen_Shot_2020-06-09_at_1.52.10_PM.pngScreen_Shot_2020-06-09_at_1.52.29_PM.png
    4. If there are no errors in the email address, you'll be prompted to authenticate your account.
    5. Once the account is authenticated, Plivo will send a one-time password to your email address. Screen_Shot_2020-06-09_at_1.52.49_PM.png
    6. Go to your email inbox to receive the message with the OTP. 
    7. Enter the OTP to validate and update the email address.
  • How can I enable two-factor authentication?

    Starting May 1, 2021, you must use a secure two-factor authentication (2FA) mechanism to log in to the Plivo console. 2FA provides an additional level of security by asking for a unique verification code to be sent to your mobile number when you log in into your account. This provides more protection for your profile and transaction information even when your user credentials are compromised.

    How can I enable 2FA on my account?

    In the Plivo console, visit Account > Settings > Security. Under Two Factor Authentication toggle the button from Disabled to Enabled.Screen_Shot_2020-04-01_at_4.05.30_PM.pngPlivo will send you a confirmation email message. The next time you log in, Plivo will send a one-time password via SMS to the phone number associated with the account. The OTP will be valid for only three minutes. If it expires, or if you don't receive the OTP, verify your phone number and click Try Again. You can also request the OTP via phone call.

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    Can I change the number after it’s set up?

    Yes. To change the number associated with your account for two-factor authentication, make sure you have access to both your old and new phone numbers. Please make sure the new number is a valid mobile number. In the Plivo console, click on Account > Settings > Security.

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    Click on Change Your Number. Enter your new phone number and click Update Number.

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    You'll receive a one-time password via SMS to the new phone number associated with the account. The OTP will be valid for only three minutes. If it expires, or if you don't receive the OTP, verify your phone number and click Try Again. You can also request the OTP via phone call.

  • How can I change my Auth ID or Auth Token?

    Plivo uses Auth ID and Auth Token credentials to authenticate the account from which an API request is triggered: 

    • Auth ID acts as your username.
    • Auth Token acts as your password.

    If another user gets access to your Auth ID and Auth Token, they'll be able to use your Plivo API to make calls and send messages to any destination. Make sure to keep your Auth ID and Auth Token private at all times and don't share them with any third party.

    Where can I find my Auth ID and Auth Token?

    You can find your Auth ID and Auth Token at the top of the home page of the Plivo dashboard. Click on the eyecon next to the Auth Token to make it visible.

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    How can I change my Auth ID or Auth Token?

    The Auth ID of any Plivo account cannot be changed. However, you can change the Auth Token by clicking to Account > Settings > Credentials and choosing either of the two options listed.

    Screen_Shot_2020-05-20_at_7.24.40_PM.pngWhen you click Generate Auth Token, Plivo will generate a new Auth Token that you can use as a password to authenticate your API requests.

    If you suspect your Plivo account has been compromised, or you see charges that don't reflect your usage, immediately change your Auth Token and your Plivo account password. On the Account Credentials page where you change your password you can also set up two-factor authentication for increased security.

  • How do I create an account?

    When you sign up with Plivo, you'll be given a free account so you can try our platform risk-free. Register here with your corporate email address. Plivo has security protocols in place that flag signups made from a consumer domain email address, such as @gmail or @hotmail. We ask that all our customers sign up using a corporate domain email address.

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    Check your inbox for an activation email from Plivo. Click on the link included in the email to activate your account. The account will remain inactive until the link is clicked. 

    Check your Spam or Trash folder if you don't receive an email. Check your firewall settings to make sure your inbox doesn't block emails from Plivo.

    If you don't receive the email, reach out to our support team.

    Verify your phone number

    To complete signup,  enter a valid, SMS-enabled, non-VoIP number for phone verification. Enter a valid number with no spaces or hyphens between digits.

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    The Plivo account creation process is incomplete without the mandatory security step of verifying a phone number. If you enter a valid number and are unable to receive a code from Plivo via text message, you can instead receive a code via phone call. If both options fail after multiple attempts, please reach out to our support team.

    After you've registered, you can use your new account to test our platform and services. To start, purchase a number using the Plivo console, then start testing Plivo's voice and SMS APIs.

    To upgrade to a Standard account and overcome the limitations of a free trial account, visit Billing > Upgrade.

  • How can I to create a support ticket?

    To create a support ticket, start by navigating to the Plivo support homepage and clicking on Create New Ticket.

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    This brings you to a page that asks for:

    • Your email address 
    • A subject line that describes your query or issue
    • A description of the query or issue
    • The category of the query (to be selected from a drop-down menu)
    • The priority of the ticket (another drop-down)

    You can also add attachments. Click on Create a New Ticket to create the ticket. A member of our support team will investigate your request and reach out as soon as possible. You can check the status of a previous ticket from the support homepage by clicking on Check Ticket Status.