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Frequently asked questions

• How do credits work?

  Our Credits plan is similar to a pay-as-you-go plan. One credit equals one 30-second voice message or one 160-character outbound text per recipient. Longer texts and voice messages are supported, they just cost additional credits. Inbound text messages are always free! Learn more about credits.

• How many credits do I need?

  To determine how many credits you might need, think about your messaging this way; or use our estimated credits calculator.

  1. How many unique contacts will you send messages to each month?
  2. How many messages will you send them each week?

  Formula: (# of contacts) x (# of messages) x 4.3 weeks = total monthly credits

  Example: (125 contacts) x (3 messages per week) x (4.3 weeks) = 1,613 credits per month

  Longer messages and/or messages with images will consume more credits.

• Do credits expire?

  Credits never expire and are only used when we successfully communicate your messages. If a text isn’t successfully sent to your contact’s carrier or a voice message doesn’t get to a live person or voicemail, you aren’t charged for it. Learn more about credits.

• How does the monthly plan work?

  The monthly plan is best for users who want to send messages to the same contacts each month. Pricing is based on how many unique phone numbers you message. 

  You can add as many contacts as you need regardless of which monthly tier you’re on, but you’ll only be able to message as many numbers as your tier supports. You can change, or cancel your plan at any time. Learn more about monthly plans.

• How many messages can I send on the Monthly plan?

  Our data shows that sending 3-5 messages per week per recipient delivers the best results for your audience. This sweet spot helps you maintain strong engagement while avoiding message fatigue.

  For occasional needs, you can send more messages per week, but we've found that consistently exceeding 5 messages weekly can lead to lower open rates and more unsubscribes.

  Organizations following our 3-5 message recommendation typically see:

  • Significantly higher response rates
  • Substantially fewer opt-outs
  • More meaningful interactions with their audience

  Think of it like fishing – casting your line strategically and with the right timing yields better results than overwhelming the water with constant activity. Most of our customers find this plan perfectly suits them; occasionally, we may need to adjust plans for accounts with exceptionally high usage. If that ever becomes necessary, we'll reach out to discuss your options.

  Check out our Credits plan if you plan on sending daily (or consistently long multi-segment) messages.

  Please take a look at sections #10 & #17 of our Terms of Use for details on excessive usage.

• Why does the monthly plan have fewer features?

  Our Monthly plan was designed to be more cost effective for customers who frequently send messages to the same group. To do this, we have to limit some features that might consume a lot of messages.

  Text messages are sent in segments of 160 characters. Each message segment costs money when sent over the mobile network. With our Credits plan, customers are paying for each message segment sent, hence they are allowed to send up to 6 segments or 1,600 characters. Our monthly plan allows you to send as many messages (up to 320 characters) as needed for a flat monthly rate. However, monthly accounts can use up to 960 characters by using Enhanced Text Messaging.

  For example, a 2-segment message sent to 25 users 20 times a month equals 1000 total segments. ( 2 segments x 25 users = 50 segments, 50 segments x 20 days = 1000 total segments)
  This would only cost $19 on the Monthly plan. However, the same message sent on the Credits plan would cost $90.
  
  
  

• Which plan is right for me?

  One of the easiest ways to determine which plan is right for you is simply by looking at whom you message and how often you need to reach them.
  
  Rule #1:  Do the contacts you're messaging always remain the same?

  • If the answer is yes, then choose the Monthly plan.
  • If the answer is no, choose the Credits plan.
    
    

  Rule #2:  Do you need to send more than one message per day?

  • If yes, then choose the Credits plan.
  • If no, then choose the Monthly plan.
    
    

  Still can't decide, here's a little more help:

  • Religious, property management, k-12 schools, and non-profit organizations usually choose Monthly.
  • Transportation & logistics, staffing firms, utilities, businesses, and universities usually choose Credits.

• What are my payment options?

  To make it easy for customers to make payments, we accept multiple forms of payment including credit cards and checks, along with access to our online payment portal. We also have invoicing options available for both Credits and Monthly plans. Read more details in this support article.

• Can I pre-purchase months in a monthly plan?

  Yes. Our Monthly plan is billed on a per-month basis, but you can request an invoice in increments of 3, 6, or 12 months. Learn more about monthly plans.

• Are there any contracts or startup fees?

  Nope — not now, not ever. We don’t want you paying for a service you aren’t using or don’t want.

• Are there discounts for non-profits?

  There are no additional discounts for non-profits. When Text-Em-All was founded, we made the decision to offer the lowest possible price to everyone, regardless of non-profit status. However, if you’re a tax-exempt organization, be sure to send over your tax-exempt form before your first purchase.