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MerchantWire SMS

MerchantWire SMS Docs

Twilio setup for MerchantWire SMS

Official merchant guidance from the MerchantWire SMS app documentation.

Updated September 27, 2026

Follow these steps in order to prepare your Twilio account, connect it to MerchantWire SMS, configure customer replies, and complete the sender registration required for your number.

Before you start

Use the Twilio account that owns the phone number and Messaging Service you want MerchantWire SMS to use.

MerchantWire SMS uses a Standard API key. It does not require your Twilio master Auth Token.

1. Prepare your Twilio account

  1. Sign in to the Twilio Console.
  2. Use a paid Twilio account for production messaging and A2P 10DLC registration.
  3. Make sure the account has the SMS-capable phone number you intend to use.
  4. Keep a phone you control available for testing STOP, START, HELP, and a normal test message.

Choose your messaging country under Settings → General first. Connect one supported SMS-capable phone number from that country through the selected Messaging Service. MerchantWire SMS will show the sender and registration requirements for the selected country configuration.

2. Create or choose a Messaging Service

  1. In Twilio Console, open Products & Services → Messaging → Services.
  2. Create a Messaging Service, or open the service you want MerchantWire SMS to use.
  3. Give the service a clear name.
  4. Add the phone number you intend to use to the service's sender pool.
  5. Confirm the service contains the supported sender you intend MerchantWire SMS to use.

The Account SID you enter in MerchantWire SMS must belong to the Twilio account that owns this Messaging Service. For V1, one Twilio Account SID can be connected to only one MerchantWire SMS store at a time. If that account is already connected to another store, disconnect it there before connecting it to this store.

3. Create the Standard API key

  1. In Twilio Console, open Settings → Account settings → API keys & auth tokens.
  • In some Twilio Console layouts, use Admin → Account management → Keys & credentials → API keys & tokens.
  1. Select Create API key.
  2. Enter a recognizable name such as MerchantWire SMS.
  3. Select the Twilio region used by your account.
  4. Choose Standard as the key type.
  5. Create the key.
  6. Copy the API Key SID. It begins with SK.
  7. Copy the API Key secret immediately and store it securely.
  8. Keep your Twilio Account SID available as well. It begins with AC.

Do not use your Twilio Auth Token in the API Key secret field.

If you lose the API Key secret, create a new Standard API key and reconnect MerchantWire SMS with the new key.

4. Connect Twilio in MerchantWire SMS

  1. Return to Shopify Admin and open MerchantWire SMS.
  2. Open Settings → Twilio.
  3. Enter the Twilio Account SID.
  4. Enter the Standard API Key SID.
  5. Enter the API Key secret.
  6. Select Connect account.
  7. Choose the Messaging Service you prepared in Twilio.
  8. Follow the connection and sender checks shown on the page.

5. Enable Advanced Opt-Out

  1. In Twilio Console, open Products & Services → Messaging → Services.
  2. Open the Messaging Service connected to MerchantWire SMS.
  3. Open the Opt-out tab.
  4. Select Enable advanced opt-out.
  5. Keep STOP in the opt-out group.
  6. Keep START in the opt-in group.
  7. Keep HELP in the help group.
  8. Existing additional aliases can remain if they fit your program.
  9. Review and save the automatic confirmation messages.

The HELP reply should identify your store, provide a customer support contact, and explain that customers can reply STOP to stop texts or START to resume previously authorized updates.

Twilio currently treats Advanced Opt-Out as a setting that cannot be disabled from the Console after it is enabled, so review the configuration before turning it on.

6. Complete sender registration

Sender registration depends on the selected messaging country and sender type. Review the requirements shown under Settings → General and complete any required Twilio registration before production sending.

The United States-specific paths below apply only when the selected messaging country is the United States.

U.S. local 10-digit number

Complete A2P 10DLC registration before production sending.

  1. In Twilio Console, open Products & Services → Trust Hub → Registrations.
  2. Create or verify your A2P Brand.
  3. Create an A2P Campaign for the transactional messaging you actually send.
  4. Enter the merchant's live public Terms & Conditions URL and Privacy Policy URL in the campaign fields. Twilio requires the Terms & Conditions URL for current A2P 10DLC campaign registration.
  5. Select the Messaging Service you connected to MerchantWire SMS.
  6. Submit the campaign and wait for approval.

U.S. toll-free number

A2P 10DLC does not apply to toll-free numbers. Complete Twilio's toll-free verification for the number instead and wait until the sender is approved for production traffic.

7. What to enter for an A2P Brand

Use the business information exactly as it appears in official records.

  • Legal business name: exact legal business or sole-proprietor name
  • EIN / Tax ID: tax ID belonging to that legal business
  • Business type: true organization type
  • Business address: official business address
  • Website: live public store or business website
  • Registration country: country where the business is registered
  • Authorized contact: a real person authorized to represent the business

8. Describe the A2P Campaign accurately

The campaign should describe the actual MerchantWire SMS program.

Campaign description example

[BUSINESS NAME] sends transactional customer-care SMS to customers who affirmatively opt in to receive text updates related to an order or requested service. Messages may include order confirmations and status updates, fulfillment and shipping updates, pickup notifications, local-delivery updates, and related customer-care communications. The program is not used for promotional marketing under this campaign. Consent is optional and is not a condition of purchase.

Opt-in description example

Customers opt in on [PUBLIC STORE URL] during the cart or order flow by entering or confirming their mobile number and actively checking an unchecked SMS consent box. The disclosure identifies [BUSINESS NAME], states that message frequency varies and message/data rates may apply, provides STOP and HELP instructions, states that consent is not a condition of purchase, and links to the merchant's Terms and Privacy Policy. The checkbox is not preselected.

If Twilio requests screenshot evidence, make sure the phone field, unchecked checkbox, disclosure, and store identity are readable.

9. Prepare sample messages

Use placeholders instead of customer information.

  • [BUSINESS NAME]: We received order #[ORDER NUMBER]. We'll text you when its status changes. Reply STOP to unsubscribe.
  • [BUSINESS NAME]: Order #[ORDER NUMBER] has shipped. Track your order: [BRANDED URL]. Reply STOP to unsubscribe.
  • [BUSINESS NAME]: Order #[ORDER NUMBER] is ready for pickup at [LOCATION]. Reply STOP to unsubscribe.

Avoid public URL shorteners in message samples.

10. Verify the MerchantWire SMS connection

  1. Return to Settings → Twilio in MerchantWire SMS.
  2. Confirm the Twilio account shows Connected.
  3. Confirm the intended Messaging Service is selected.
  4. Complete Secure connection. Once verified, the action changes to Recheck connection.
  5. Complete the STOP / START / HELP reply check from the test phone. Once verified, you can run the reply check again at any time.
  6. Run the Final connection check. It confirms the sender, required registration, secure connection, and STOP / START / HELP setup are all ready.
  7. Optionally use Send test message and confirm the test reaches the phone.

11. Final setup checklist

  • Twilio account is paid and able to send SMS.
  • Sending phone number is in the Messaging Service.
  • Standard API Key SID and secret were created for MerchantWire SMS.
  • Twilio Account SID, API Key SID, and API Key secret connect successfully.
  • Correct Messaging Service is selected.
  • Advanced Opt-Out is enabled.
  • STOP, START, and HELP pass the MerchantWire SMS check.
  • Local 10-digit sender has an approved A2P Brand and Campaign, when applicable.
  • A2P Campaign uses the merchant's live public Terms & Conditions URL and Privacy Policy URL, when applicable.
  • Toll-free sender is verified, when applicable.
  • Customer consent is visible in the live Shopify cart.
  • Text messaging policy checks are complete.
  • A test message reaches a phone you control.
  • Production sending remains off until required sender registration is approved.

12. After approval

When Twilio shows the required sender registration as approved, return to MerchantWire SMS and complete the final setup checks.

Keep the business information, storefront consent wording, policies, campaign description, and actual messages aligned if your program changes later.