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Messages FAQ

Branden Williams
  • Updated

  1. Can you text internationally?

  2. Will my cellphone bill be charged for texts I send using SendHub?

  3. How many people can I include in one message?

  4. What is FCC regulation: Prior express written consent is required?

  5. What does it mean that data rates may apply?

  6. Why do groups messages require ''Text Stop to end”?

  7. Why is my message being received out of order?

  8. Can I send messages longer than 160 characters?

  9. Can I export/print my messages?

  10. Is MMS supported?

  11. What is bulk SMS/MMS?

 

1. Can you text internationally?

Unfortunately, we only work within the United States and Canada. We do not yet service Puerto Rico or other US commonwealths, and we're unable to send messages or make calls to any foreign countries at this point. We are hoping to expand internationally in the future.

2. Will my cellphone bill be charged for texts I send using SendHub?

Using SendHub: Your cellphone will not be charged for texts you send and receive on our web-based application or iOS or Android mobile applcations. Your contacts will be charged as normal for receiving messages.

Using SendHub from your cellphone's texting app: If you forward your SendHub messages to your cellphone, you'll be charged as normal for inbound messages. If you're replying and sending messages you'll be charged for sending 1 message each time.

For example, if you reply to an individual message and then send a message to a group of 50 people, you'll have used 2 texts from your cellphone texting plan and 51 texts on SendHub (as long as you are only sending messages that are one segment long).

3. How many people can I include in one message?

Each plan allows for different maximum numbers of recipients per message. For example:

  • Starter Plan: maximum of 100 recipients per message (e.g. 1 group of 100 people/contacts)


Other plans are available at www.sendhub.com/pricing and custom plans can be created with our Sales team. Contact sales@sendhub.com or text/call 844-SENDHUB


4. Why is prior express written consent required per FCC regulation?

You are required to have prior express written consent, NOT PRIOR EXPRESS CONSENT, to send commercial messages to cell phones. You must be in compliance with this requirement beginning October 16, 2013. This requirement has been included within our Terms Of Use prior to October 16, 2013. Please refer to section 2 of our Terms of use.

In a nutshell, if you are sending marketing-related text messages, you need to have people's prior express written consent to text them. A web-form works and is a popular method to getting people to opt in so many of our customers use our Join Widget. You can also use our Unlimited Groups and Keywords to invite people to opt themselves in. Our system does offer a double opt-in process to opt in with a keyword. It will require they share their name, if you don't already have it, to help keep you compliant.
 

5. What does it mean that data rates may apply?

The message: "Msg/Data rates may apply. Reply STOP to block this number." is received after sending group messages to remind your recipients that messages or data rates may apply depending on their cellphone plan. It also gives information about how to stop receiving messages from a particular sender or unsubscribe from the group. It is mandatory for this message to be sent every 7 days when you send a bulk message to more than 25 people.

6. Why do group messages require ''Text Stop to end”?

TCPA regulations require that every message sent from shortcode or groups of 25 numbers and greater require an option to opt out. To learn more please refer to our terms of use.

Note: We also support the Spanish phrase “Text STOP para bloquear” for text to stop.

Pro Tip: You can always add a custom STOP phrase to all messages by adding it as your signature in "My Settings ".

7. Why is my message being received out of order?

Unicode characters such as æ or ë or í are not supported by all carriers. If your messages are received out of order it may be due to your use of unicode characters. Remove these characters and this may solve the issue.
 

8. Can I send messages longer than 160 characters?

Yes, with SendHub you can send messages greater than 160 characters (up to 1,600 characters). Every 160 characters count as 1 message sent (segmentation) when using GSM encoding. For example, if you're sending a message of 1,600 characters to 100 contacts at once, you'll be using 1,000 messages of your monthly allotment. If your message contains special characters or emojis the segmentation happens at every 70 characters.

We have have a built-in SMS calculator to help you make sure you won't be segmented. You can read about it and how you are billed for long messages here.

When you send a message to more than 25 people a "more" link is always added to the end of the message. Messages to SendHub numbers will not include a "more" link.

9. Can I export/print my messages? 

On the Company Usage menu option within the web app is a "Download Data" link that will export your last 30 days of message (and voice call statitics).  Unfortunately you currently cannot export or print past 30 days of your messages from SendHub. However we’re adding new features all the time.
 

10. Is MMS supported? 

Yes! SendHub supports outbound MMS and inbound MMS. Inbound MMS is included on all of our plans; however outbound MMS requires a custom quote. Please contact sales at sales@sendhub.com to discuss a quote with MMS.

11. What is bulk SMS/MMS?

Bulk SMS allows the sender to instantaneously send large numbers of text messages to several numbers. With bulk MMS now available, you can send richer, more engaging media to more of your clients at once. 

If you have checked our pricing plans and your business needs more "Max SMS recipients" and/or messages, please contact sales at (844) 990-4400 and they can work with you to create a customized plan for your business.

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