# 13225: Dial: Call blocked by Twilio

Log Type: APPLICATION

Log Level: ERROR

## Description

Twilio blocked the outbound call before connecting it to the destination number. This usually happens when the destination is identified as high risk for fraud, a regulatory restriction prevents the call, or your account does not have a valid Primary Customer Profile for calls to a +1 destination.

### Possible causes

* The destination was identified as a high-risk fraud target.
* Regulatory requirements prevent Twilio from completing the call to that destination.
* You are placing a call to a +1 destination and your account does not have a valid Primary Customer Profile in Trust Hub. This can occur when:
  * Your account does not have a Primary Customer Profile.
  * Your account has an Individual Customer Profile that was approved after October 2025. Individual profiles approved after this date do not satisfy the Primary Customer Profile requirement for +1 calling.

### Possible solutions

* Confirm that you need to call the destination. If the number is legitimate and Twilio blocked it incorrectly, contact Support through the Console or Help Center and ask for the destination to be reviewed.
* If you are calling a +1 destination, verify that your account has a Primary Customer Profile in Trust Hub. If your account only has an Individual Customer Profile approved after October 2025, create a Business Customer Profile and submit it for review. For more details, see [Calls blocked by Twilio due to Primary Customer Profile requirements](https://help.twilio.com/articles/42720101060379).
* Review the destination country's voice regulatory requirements and make sure your calling use case and number configuration comply before you retry the call.

#### Additional resources

* [Trust Hub](/docs/trust-hub)
* [Console: Create a Primary Customer Profile](/docs/trust-hub/trusthub-rest-api/console-create-a-primary-customer-profile)
* [Calls blocked by Twilio due to Primary Customer Profile requirements](https://help.twilio.com/articles/42720101060379)
* [Phone Number Regulatory FAQ](/docs/phone-numbers/regulatory/faq)