Unable to Register New SIP Users to Twilio in 3CX – Error 32009

[k.baker]

Hi 3CX Community,


We're currently experiencing an issue registering new SIP users and phone numbers within our 3CX instance when attempting to connect them through Twilio.

Install Type - 3CX Hosted
Build Version - Version 20.0 Update 5 (Build 551 Release)

Issue Overview:​

• Existing SIP users tied to existing phone numbers in 3CX are working without issue.
• When we try to register new phone numbers and associate them with new SIP users, Twilio fails to register them, and the user does not appear as active in Twilio’s SIP user panel.
• We are using Twilio's SIP Domain setup, and we've verified that our credentials and domain settings match what’s working for the older users.

Error Message from Twilio:​

Unable to parse message from provider twilio. Error: Unknown message received:
{
"ParentAccountSid": null,
"Payload": "{\"resource_sid\":\"CAb39d9942817397e4ebce9e36d6fa78e7\",\"service_sid\":null,\"error_code\":\"32009\",\"more_info\":{\"Msg\":\"Your TwiML tried to Dial a Twilio SIP Registered User that is not currently registered\",\"ErrorCode\":\"32009,Your TwiML tried to Dial a Twilio SIP Registered User that is not currently registered\",\"LogLevel\":\"WARNING\"},\"webhook\":{\"type\":\"application/json\",\"request\":{\"url\":\"sip:[email protected]\",\"method\":\"INVITE\",\"headers\":{},\"parameters\":{\"To\":\"sip:[email protected]\"}},\"response\":{\"status_code\":null,\"headers\":{},\"body\":null}}}",
"Level": "WARNING",
"Timestamp": "2025-03-31T18:18:56.012639795Z",
"PayloadType": "application/json",
"AccountSid": "AC11bfb6d6f749bce21e7f236421834e5e",
"Sid": "NO5e670a48553d3d78e02ea86636255553"
}

What We've Tried:​

• Verified domain settings in Twilio match the SIP domain in 3CX.
• Confirmed SIP credentials and registration attempts.
• Ensured firewall/NAT settings and ports are open per 3CX/Twilio documentation.
• Tested working vs. non-working SIP users and confirmed the issue only occurs with newly added numbers/users.

Request:​

We would appreciate any insights from the community or 3CX support team regarding:

• How to properly register new SIP users and phone numbers through Twilio in 3CX.
• Whether there's a known issue or configuration setting that may cause new users to not show as registered in Twilio.
• Any logs or tools we can use to further debug SIP registration issues from the 3CX side.

Thanks in advance for your time and help! Let me know if additional logs or screenshots would be useful.

 

[bitn2]

I am not sure what you are doing... Extensions will be configured in 3cx not twillio. Did you followed the manual? https://www.twilio.com/en-us/blog/build-voip-system-twilio-3cx-python