60620: Lookup SIM Swap Information is Incomplete From Carrier

This error means the carrier returned an incomplete SIM Swap response for the requested phone number. Twilio could not determine whether a SIM swap occurred during your configured swapped_period. As of January 21, 2025, this error is billable for approved SIM Swap requests.

• The carrier was billed for the SIM Swap transaction but did not provide enough information for Twilio to determine whether a SIM swap occurred in the requested time period.
• SIM Swap data availability and returned fields vary by carrier and country. During the beta phase, coverage may not include all major carriers in an otherwise supported country.
• Your SIM Swap workflow depends on the last_sim_swap result, including swapped_period and swapped_in_period, but the carrier response did not include enough data to evaluate that result for this end user.

• Do not retry the same SIM Swap request for this end user. The carrier did not return enough data to produce a complete result.
• Treat the SIM Swap result as unavailable and fall back to another fraud check or verification step. Depending on your workflow, use step-up authentication through a different channel, withhold the transaction, place the account on hold, or require the user to speak with an agent.
• Review how your application handles incomplete SIM Swap results so the request can continue safely when error_code is returned in the sim_swap object. Test that path with SIM Swap Magic Numbers and your test credentials, including +12345678916 to simulate 60620.
• If your use case depends on a different time threshold, review your configured swapped_period. For countries that do not return last_sim_swap_date, Twilio sets swapped_in_period based on the onboarding configuration, and you can update that setting through Support.

• SIM Swap
• Lookup SIM Swap Overview
• Testing SIM Swap with Magic Numbers