20003 - Credentials are invalid or the account has been suspended

Updated 4 min read

Error 20003 occurs when a request cannot be authenticated because the connected account credentials are invalid, expired, or no longer active. It can also appear when the connected account has been suspended or deactivated.

TABLE OF CONTENTS

What Is Error 20003?

Error 20003 means the system could not authenticate the connection used for calling or messaging.

This can prevent:

  • SMS from sending

  • MMS from sending

  • Calls from connecting

  • Other phone-related requests from completing

The issue is usually related to incorrect credentials or the status of the connected account.

Key Benefits of Resolving Authentication Errors

Correcting authentication problems helps restore phone and messaging functionality.

  • Restore Communication Services: Re-enable calling and messaging requests.

  • Prevent Repeated Failures: Stop workflows and messages from failing because of invalid authentication.

  • Improve Account Reliability: Confirm that the connected account and credentials are active.

  • Faster Troubleshooting: Separate authentication issues from phone number or carrier delivery issues.

Common Causes of Error 20003

Error 20003 may occur when:

  • The account identifier is incorrect.

  • The authentication token is incorrect.

  • An API key or secret is invalid or has been deleted.

  • Credentials contain extra spaces or formatting errors.

  • Credentials were copied from the wrong account.

  • The connected account has been suspended.

  • The connected account has been closed or deactivated.

  • Billing issues caused the connected account to become inactive.

  • Policy or compliance restrictions caused the account to be suspended.

  • Trial or limited-access restrictions prevent the requested action.

Check the Connected Account Credentials

Start by reviewing the credentials currently being used.

Verify that:

  • The account identifier is correct.

  • The authentication token is current.

  • Any API key and secret are valid.

  • The credentials belong to the correct connected account.

  • No extra spaces were added when copying and pasting.

  • Old or revoked credentials are not still saved.

If credentials were recently changed, update the connection with the latest values.

Check the Connected Account Status

Valid credentials will not work if the connected account is inactive.

Review whether the account is:

  • Active

  • Suspended

  • Closed

  • Deactivated

  • Restricted because of billing

  • Restricted because of compliance or policy review

If the account is suspended or closed, resolve that issue before retrying calls or messages.

Check for Billing or Account Restrictions

An account may stop authenticating if its status changes because of billing or service restrictions.

Review:

  • Account balance

  • Failed payments

  • Payment method status

  • Account notifications

  • Suspension notices

  • Compliance alerts

If the issue is billing-related, resolve the account balance or payment problem before testing again.

Check Recent Credential Changes

If Error 20003 started after a credential update, confirm that all integrations and saved settings use the new credentials.

Review:

  • API connections

  • Phone system configuration

  • Automation integrations

  • Custom applications

  • Recently regenerated tokens or keys

Using an old credential in one place can continue to trigger authentication failures.

Frequently Asked Questions

Q: What does Error 20003 mean?
It means the system could not authenticate because the credentials are invalid or the connected account is inactive.

Q: Can an incorrect token cause Error 20003?
Yes. An incorrect, expired, revoked, or outdated authentication token can cause the error.

Q: Can billing issues cause this error?
Yes. If billing problems result in account suspension or deactivation, authentication may fail.

Q: Can extra spaces in copied credentials cause the error?
Yes. Extra spaces or hidden characters can make valid credentials fail.

Q: Does this error mean the destination phone number is wrong?
No. Error 20003 is generally an authentication or account-status issue.

Q: What should I do if the account is suspended?
Resolve the suspension first, then retry the affected calling or messaging request.

Need Help?

If Error 20003 continues, first review the connected account credentials and account status.

Verify that:

  • The account identifier is correct.

  • The authentication token is current.

  • Any API key or secret is valid.

  • The credentials belong to the correct connected account.

  • No extra spaces or formatting characters were copied.

  • The connected account is active.

  • The account is not suspended or closed.

  • Billing issues have been resolved.

  • Any compliance or policy restrictions have been addressed.

  • Recently changed credentials were updated everywhere they are used.

  • Workflows or integrations are not still using old credentials.


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