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Sending & Receiving FAQ

Why have my messages failed to send?

  • Typically messages will fail to send because either the mobile number of the intended recipient(s) is invalid. 
  • The recommended format for mobile numbers is to include the international prefix (dial code) and no non-numerical characters such as brackets:
    • Correct: +61412345678 
    • Incorrect: (0061) 0412 345 678
  • If your numbers are all saved in the correct format, then there is a chance that the number itself is invalid/not in use, or that the sender ID (when sending from a number as opposed to an alpha tag) has been blocked by the recipient.
  • There is also the possibility that the carrier themselves are experiencing issues which could impact your messages being sent successfully.

If you are still unsure as to why your messages are failing, email support at

Why can't I edit a contact?

If you are unable to edit a contact on your account, it is most likely that you are using a sub-account and this is a shared contact, which was created under the parent account and shared to your account. Shared contacts are identified via a small "share" icon next to the number:

In order to edit this contact, you will need to either do so via the parent account, or export the contact from the parent account, and then import it directly into the sub-account (making this a new contact that is native to the sub-account)

How do I send MMS (picture) messages?

MMS (picture) message sending is available on a post-paid plans only. To get this set-up, contact and the support team will be able to set you up on a rate card and get this feature enabled on your account.

Once the feature is activated, the MMS option will appear in the Message Content section:

Can I set a header and/or footer on my outbound messages?

We have introduced a default template which can be set at a sub-account level. Once set this template will be pre-populated in any compose message text area.

The most common use case for this is for a message signature so you only have to type the variable message. See Default Message Template

How do I create a message signature?

The default message template option allows the user to set a default template on all outgoing messages. For example, a user might want a signature applied to all messages so they don't have to type it each time. The default template will be displayed in the compose section when sending a message. Note at least one template must have been already created before the default message template can be set.

Setting a default message template

1. Go to Account > Account Settings in the left-hand menu

2. Click the Edit icon

3. Select a template to use

4. Click Save settings


How do I stop my email signature or disclaimer being sent in my messages when sending via email to SMS?

You have a number of ways to limit the amount of data you send in an "Email to SMS" message.

  1. Set a message limit
    • This is the number of message parts before we truncate the message content
      • 1 = 160 characters
      • 2 = 306 characters
      • 3 = 459 characters (blocks of 153 characters for multipart messages)

  2. SMS end tags
    • SMS end tags are a cleaner way to truncate your Email to SMS message where you can set the cut-off point
    • Default end tags are
      • {end sms}
      • {end}
    • You can create your own custom tags by clicking Edit
      • In the text area type your custom tag. For example, if you end your emails with "Regards, Paul Rogers" you could use the keyword "Rogers" so your message will end with "Regards, Paul"
        • Neither the keyword nor any subsequent characters will be submitted in the message content

Why should I set an SMS limit?

Limits can be set per hour and/or per day. Setting an SMS limit is a good way to:
  1. Control your usage
  2. Prevent user error whereby a user might upload a misconfigured file with many more recipients than intended
  3. Prevent machine error whereby an automated system might send more messages than intended
You don't want to limit your account from sending important messages, so use common sense when setting the limit. You could look at past messaging trends when calculating - but beware of seasonal changes in sending patterns and organic increases due to business growth.

What is the difference between deleting and unsubscribing a contact?

It's very important to understand the difference between deleting and unsubscribing a contact because you must ensure you do not send to contacts who may have opted out from receiving messages from you.

Deleting a contact removes them from your address book; however, if they are created as a contact again you may inadvertently send them another message.

Unsubscribing a contact means that as long as the recipient stays unsubscribed they will not receive a message from your account regardless of you including them in future broadcasts.

How do I exclude the subject line from Email to SMS messages?

By default, Email to SMS includes the subject line in messages. To prevent the subject line from being included:
  • Go to Configuration > Email to SMS
  • Under Settings click Edit
  • Select the radio button for "Exclude subject line from SMS content"

Is there a limit to the size of the CSV file I can upload?

A: Yes

The size limit is 100MB.

This equates to more than 1,000,000 entries so it should be more than enough for your sending requirements. You will receive an error if you attempt to exceed this limit in which case you must split your CSV file and upload multiple times.

Where do my inbound messages go?

Inbound messages can be accessed in a number of locations within the web portal

  1. Dashboard
    • The account dashboard provides a table of the most recent inbound messages so you are immediately aware of any new messages that need to be actioned
    • A direct link to the inbox is also located in the table header
  2. Inbox
    • Accessible via Messages > Inbox or linked from the dashboard
    • The inbox provides a list of all messages received in the last 30 days
    • Clicking on a message displays a conversational view of the messages to and from the recipient
    • A compose message text area allows you to respond to inbound messages directly from the inbox
  3. Detailed Reports
    • Accessible via Reports > Detailed Reports
    • Scroll towards the bottom of the page to see an inbound log table
    • You can filter the outbound and inbound table by a specific number to see all messages to and from a recipient within a specific date range

Will I be charged for sending messages to an unsubscribed contact?

A: No, you will not be charged for any messages submitted to unsubscribed contacts.

We will see that the contact is unsubscribed and prevent this message from being processed by the messaging gateway.

Can I search for specific numbers and contacts in the inbox?

A: Yes, you can

In the inbox, just enter the contact name or number you're looking for in the search bar and press enter:

If no messages come up, you might need to try searching in the "Closed" messages tab. Just click on "Closed" just above the search bar, and then perform your search again.

How do I send a message to all of my contacts at once?

  • When selecting ‘Add Contact Groups’ the first option will always be “All Contacts”
  • This option is also available in the "Quick Message" function - just type "all" into the recipient field:

Why must I configure and automatic top-up on my pre-paid account ?

  • One of the most important things for a campaign is to make sure it goes out on time and a great way to do this is using Scheduled Messages; however scheduled and recurring campaigns will fail if there are insufficient credits in your account. 
  • To reduce the likelihood of this happening, you are required to configure and enable Auto Top-Up on your account, so when a scheduled campaign sends with insufficient credits, it will automatically be topped up to prevent failures and your contacts will get the message on time.


    Please contact your Administrator to configure Auto Top-Ups for your accounts to ensure your scheduled messages are sent out on time.  You can see how to do that here

Can I send video?

  • You can send video links, provided your video is hosted on an accessible platform (e.g. YouTube or Vimeo etc.); however it is not possible to send .mp4 or .MOV files as attachments
  • You can send GIFs instead of images when sending MMS messages

Where has the "Add Unsubscribe" button gone from the new message screen / message content field?

  • This feature was recently updated to allow greater customisation of opt-out keywords and messages
  • To enable the Opt-out/Unsubscribe function, it must first be activated in the Account Settings menu under Automatic Unsubscribe (Opt-out)
  • Read this article for full instructions