How does one actually enable 2FA at the account level on Twilio? The Account Owner and all users have 2FA enabled – what more do we need here?

We recently had a security breach where our private Auth key was exposed on Github. We quickly rotated the Auth key and reconfigured our services. We generated a Root Cause Analysis and sent it to customer support. Unfortunately, the Twilio security features spun up and started throttling our SMS services shortly thereafter. The last step in the process was to enable 2FA at the account level, which I believe is already a default requirement for all Twilio accounts.

Nonetheless, the customer service bot/agent believes we do not have 2FA enabled, even though we have verified every single user has 2FA enabled. So my question is, how does one actually enable 2FA at the account level on Twilio? The Account Owner has 2FA enabled – what more do we need here?

We have complied with every request of customer support for the last three days, but at this point I don’t believe they are real humans because they keep pasting the same information over and over, and they do not actually comprehend what we are saying. 2FA has been enabled on our account for years. Why do they keep insisting that 2FA is not enabled? We’ve gone through the instructions to enable 2FA multiple times now just to be sure we are not missing something. Meanwhile, our service is severely hampered – and our customers are increasingly disgruntled. The event is a stark reminder of just how fragile our service is and how unimportant we are as a low-volume customer. Makes you want to have some in-house hardware-based alternatives – Yikes!