Managing Twilio subaccounts in GoHighLevel can be straightforward—until you hit a critical limitation that catches most agencies off guard. If you're trying to delete a Twilio subaccount directly from your GoHighLevel dashboard and can't find the delete button, you're not alone. This happens because GoHighLevel handles Twilio accounts differently depending on whether they're LeadConnector (LC) managed or independent accounts. In this guide, I'll walk you through exactly why deletion restrictions exist, how to properly manage your Twilio subaccounts, and the step-by-step process to remove them safely. Whether you're cleaning up unused phone numbers for clients or consolidating your phone system infrastructure, understanding these differences will save you hours of frustration. If you're ready to streamline your agency operations across all channels, start your free 30-day GoHighLevel trial today.
Why You Can't Delete a Twilio Subaccount from HighLevel
One of the most confusing moments for GoHighLevel users happens when they navigate to their Twilio settings looking for a delete option—only to find a banner notification instead. This isn't a bug; it's by design, and understanding why is crucial to managing your account properly.
GoHighLevel cannot delete non-LC (non-LeadConnector) Twilio subaccounts directly from the platform because these accounts exist independently within Twilio's system. When you connect a personal or business Twilio account to GoHighLevel, you're creating an integration link, not granting GoHighLevel ownership or administrative deletion rights over that account. The banner you see in your HighLevel Twilio settings is purely informational—it tells you that you're using a non-LC account, but it doesn't provide deletion functionality.
This restriction exists to protect your data and prevent accidental account termination. If GoHighLevel could delete any connected Twilio account, a single mistake could compromise your entire phone system, client communications, and messaging history. By requiring you to manage deletion through Twilio directly, the system adds a necessary layer of security.
💡 Pro Tip
Before attempting any Twilio account deletion, pause the subaccount in GoHighLevel first. This prevents any disruption to active client campaigns while you work through the deletion process on Twilio's end.
LC vs. Non-LC Twilio Accounts: What's the Difference?
To properly manage your Twilio subaccounts, you need to understand the two account types available in GoHighLevel:
LeadConnector (LC) Twilio Accounts: These are Twilio subaccounts created directly through GoHighLevel's partnership with Twilio. When you set up an LC account, GoHighLevel manages the infrastructure, billing, and account administration. You can pause, manage phone numbers, and control routing entirely within GoHighLevel. LC accounts are fully supported within the platform because GoHighLevel has direct administrative access.
Non-LC (Independent) Twilio Accounts: These are accounts you created independently through Twilio or accounts that existed before your GoHighLevel integration. While you can connect them to GoHighLevel and use them for calling, texting, and other communication features, the actual account ownership and deletion rights remain with Twilio. GoHighLevel can disconnect the integration, but cannot delete the underlying Twilio account.
To identify which type you have, log into GoHighLevel, navigate to Settings → Phone System → Twilio, and look at the banner notification. If it says you're using a non-LC account, you'll need to manage deletion through Twilio's dashboard.
How to Delete a Non-LC Twilio Subaccount via Twilio Dashboard
If you've determined that you're using a non-LC Twilio account and want to delete it, here's the step-by-step process:
Step 1: Back Up Important Data Before deleting anything, log into your Twilio account and download any essential information. This includes call logs, message history, phone numbers you might want to port, and any configuration settings. Once deleted, this data cannot be recovered.
Step 2: Port Out Phone Numbers (Optional) If you want to keep any of your Twilio phone numbers, contact Twilio support to initiate a port-out process. This typically takes 3-5 business days. You cannot proceed with account deletion while a port-out is in progress.
Step 3: Pause the Account in GoHighLevel In your GoHighLevel account, navigate to Settings → Phone System → Twilio and pause the account. This stops any active integrations and prevents new messages or calls from routing through this account.
Step 4: Access Twilio Account Settings Log into your Twilio console directly at console.twilio.com. Navigate to Account Settings in the lower-left menu.
Step 5: Close the Subaccount Under Account Settings, find the "Close Account" option. Twilio may require you to confirm that you understand the implications: all phone numbers will be released, all data will be permanently deleted, and any pending charges will be finalized. Confirm the closure.
Step 6: Disconnect from GoHighLevel Return to your GoHighLevel settings and fully disconnect the Twilio integration. This removes the connection on the HighLevel side and prevents any reconnection attempts.
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Managing LeadConnector Twilio Accounts in GoHighLevel
If you're using an LC Twilio account (created directly through GoHighLevel), account management is significantly simpler. With LC accounts, you have full control within the GoHighLevel interface without needing to access Twilio's dashboard separately.
For LC accounts, you can pause subaccounts directly in HighLevel by navigating to Settings → Phone System → Twilio, selecting the subaccount, and choosing the pause option. This temporarily disables the account without permanently deleting it—perfect if you want to reactivate it later for a client.
The advantage of LC accounts is that GoHighLevel handles the underlying Twilio infrastructure, meaning you get support from HighLevel's team rather than having to contact Twilio directly. If you're setting up new phone systems for clients, LC accounts are generally the better choice because they're fully integrated into the GoHighLevel ecosystem.
Best Practices for Twilio Subaccount Management
Whether you're using LC or non-LC accounts, following these best practices will prevent headaches down the road:
Document Your Account Types: Keep a spreadsheet of all your Twilio accounts, their types (LC or non-LC), phone numbers, and client associations. This makes it easy to identify which accounts you can delete directly from HighLevel and which require Twilio dashboard access.
Use Unique Phone Numbers Per Client: Assign dedicated phone numbers to each client account. This prevents confusion and makes it easier to delete individual subaccounts without affecting other clients' communication systems.
Regular Audits: Quarterly, review your active Twilio accounts in GoHighLevel. Identify unused accounts and pause them as a first step. After 30 days with no activity, you can confidently proceed with deletion.
Test Before Client Handoff: When setting up a new Twilio subaccount for a client, test calls and messages to ensure everything works before officially transferring account access or using it in production.
Disconnecting Integrations Before Deletion
A critical step that many agencies miss is properly disconnecting all related integrations before deleting a Twilio subaccount. If you delete the account while integrations are still active, you may encounter errors, failed message delivery, or broken automation workflows.
Before deleting, ensure you've disconnected:
- Twilio Integration: Fully disconnect in Settings → Phone System → Twilio
- Mailgun Integration: If you're using Mailgun for email alongside Twilio SMS, ensure it's not dependent on this subaccount
- Facebook Integration: Any Facebook Messenger bots or campaigns tied to this Twilio number
- Google Integration: Google Business Messages or Google Voice integrations
- Automation Workflows: Any automations or campaigns that reference this phone number or account
After disconnecting all integrations, pause the account in HighLevel for 24-48 hours to ensure no automated processes try to reactivate it. Only then should you proceed with deletion through the Twilio dashboard.