Prepaid Credit Expiry FAQs – Sinch MessageMedia

Prepaid credit expiry is included in our Customer Terms where unused credits purchased have a set expiration date.
These credits must be used within 12 months from the purchase date.
If the credits are not used within this timeframe, they expire and can no longer be redeemed for messaging.

Which accounts does this apply to?

All prepaid customers and their accounts that use prepaid credits or "prepaid money".

When do my prepaid credits expire?

Prepaid credits expire 12 months after purchase. If you top up within this period, the expiry date extends to 12 months from the new top-up date, and the remaining credits roll over.

Note: Trial credits (25 free credits upon sign-up) expire after 2 weeks.

How do I get notified about my credit expiry?

Notifications are only sent to ACTIVE PREPAID customer accounts. The system automatically sends credit expiry notifications to the account administrator's email 7 days and 1 day before the credit expires. Also, when credits have expired, a notification message appears at the top bar when users log in online.

image (1).png

What if I missed adding credits after it expires?

The ‘Prepaid Balance’ will display 0 credits. Expired credits cannot be rolled over or restored. A new purchase is necessary to continue sending messages through the online platform. This will record a new purchase date in the invoices tab.

How do I keep track of this change?

You can view the purchases or allocation of new credits, as well as the number, date, and time of expired credits in the online account's Activity Log.

Customer Terms

Part A (General Terms)

5. Prepaid Plans

5.1 If you are on a Prepaid Plan:

(a) Prepayments are not redeemable for cash or other credit.

(b) Your Prepaid Plan may specify a Use-by Date. Unless a Plan or your Order Form specifies otherwise, a Use-By Date of one year from the date your last purchased credit under the Account applies to all Prepaid Entitlements under Prepaid Plans.

Related articles