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Customers: Admin Portal · Billing

Acceptable Use Policy

Effective October 27, 2026 · Last updated October 27, 2026

The short version

  • Use our services only for lawful purposes.
  • No illegal robocalls or robotexts, no caller ID spoofing and no unregistered business texting.
  • Get everyone's consent before recording calls where the law requires it, including in California.
  • Protect your passwords and phones. You're responsible for usage on your account, including toll fraud.
  • Breaking this policy can lead to suspension or termination under your agreement. We may act right away to stop fraud or illegal traffic.

This summary is for convenience. The full text below is what applies.

1. Purpose and scope

This Acceptable Use Policy (“policy”) applies to every Pylon Communications LLC (“Pylon,” “we,” “us”) customer and to everyone who uses our phone, fax and messaging services (our “services”) through a customer’s account (your “users”). It is part of your agreement with us. You are responsible for making sure your users follow it.

Use of our website is also covered by our Terms of Service.

2. What you may not do

You may not use our services, or let anyone use them, for any of the following:

  • Illegal robocalls or robotexts. Making calls or sending texts that break the Telephone Consumer Protection Act (TCPA), Do Not Call rules or state law. This includes autodialed or prerecorded calls and texts, and calls that use an artificial or AI-generated voice, without the consent the law requires.
  • Caller ID spoofing. Displaying a caller ID number you are not authorized to use, or faking caller ID information to mislead people. Display only numbers you are authorized to use.
  • Unregistered business texting. Sending application-to-person (A2P) text messages from regular 10-digit numbers without registering your brand and campaign, or sending messages that don’t match your registered campaign. See our Terms of Service.
  • Restricted content and phishing. Sending text messages with SHAFT content (sex, hate, alcohol, firearms or tobacco), phishing, malware, or other deceptive or illegal content.
  • Traffic pumping and fraud. Artificially inflating call traffic (for example, to generate access or termination charges), high-risk autodialing, or any other fraud.
  • Recording without consent. Recording calls without the consent of everyone on the call where the law requires it, including under California Penal Code sections 632 and 632.7.
  • Attacks on or abuse of the network. Hacking, denial-of-service attacks, probing for weaknesses, getting around our security or billing, or interfering with service to other customers.
  • False 911 calls. Calling 911 to harass, to prank or to make a false report.
  • Other unlawful use. Harassment, threats, or any other use that breaks the law.

3. Uses our services don’t support

  • Life-safety lines. We don’t connect fire alarm panels, elevator emergency phones or other life-safety lines. Use equipment and lines listed for that purpose.
  • Texting 911. Texting through our services can’t reach 911. See our 911/E911 Disclosure.

4. Keep your account and devices secure

  • Protect passwords and admin access. Use strong passwords and give Account Admin access only to people who need it.
  • Secure your phones and network. Change default passwords, keep phone firmware up to date, and protect your network.
  • You are responsible for all usage on your account, including toll fraud: unauthorized calls, often to expensive international numbers, made by someone who breaks into a phone system or account.
  • Tell us right away if you suspect unauthorized use.

5. Cooperate with us

  • Traceback requests. Respond promptly to our requests for information about calls from your account, including industry traceback requests, which trace illegal robocalls back to their source.
  • Caller ID authentication. Phone companies use a system called STIR/SHAKEN to show whether a call’s caller ID can be trusted. Give us accurate information about your organization and the numbers you use, and answer our know-your-customer questions, so your calls can be authenticated correctly.
  • Messaging registration. Give us accurate information for your brand and campaign registrations, and keep it current.

6. Enforcement

If you or your users break this policy, we may suspend or end the affected services, or end your agreement, as your agreement allows. If we see fraud, an attack or illegal traffic in progress, we may act right away, without notice, to stop it. We’ll then contact you. We may also block or stop traffic when the law or a government agency requires it, report illegal activity to the authorities and cooperate with them. Your agreement explains your responsibility for claims that result from a violation.

7. Reporting abuse

To report abuse of our services, such as unwanted calls or texts from a number we serve, email sales@pyloncomms.com or call 888-958-3242.

8. Changes to this policy

We may update this policy. We’ll post the new version on this page with a new “Last updated” date and effective date, and we’ll email your Account Admins about material changes.

9. Contact us