This article provides a comprehensive overview of how pre-paid and trial credits work, including their expiration timeframes and how topping up extends their validity. It also details the automated email notifications you will receive before your credits expire, what happens if your balance is allowed to lapse, and where you can easily check your current credit balance and expiry dates within your account settings.
When do my pre-paid 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 that my credits are due to expire?
Automated credit expiry reminder notification emails are sent to the account administrator's email 7 days and 1 day before the credits expire, advising "This is a friendly reminder that your balance of XXX SMS will expire in X days. However, if you log in and buy more credit before this balance expires, your full SMS balance will renew its expiry date."
Also, when credits have expired, a notification message appears in the top bars:
What if I don't top up before the credits expire?
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. Once expired you can also view the volume, date, and time of expired credits in the Activity Log.
Where can I see when my credits will expire?
You view how many credits you have by navigating to Settings > Billing > Account Balance. From this page you can also navigate to the Top Up page, and view any Invoices for previous top ups.
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.
(c) When your Prepaid Entitlements are used up we may cease providing Service.