Getting Started

From contact uploads to API challenges, we've got the answers to all of your SMS enquiries. Explore the frequently asked questions about our platform and integrations below. For more in-depth tutorials and guides, view our SMSGlobal knowledgebase.

  • Sign up for a free trial with SMSGlobal

    Sign up for a free trial with SMSGlobal - no obligation and no cost. We will provide you with a complimentary toll-free number, and you pay what you want when you want. Our API Integrations, Email to SMS and Web SMS products are free to use, and you pay for your credits as you go. Get Started Today

  • I didn't get an SMS verification code–what should I do?

    When you sign up for an MXT account, we will send you an SMS verification code that you will need to enter when you first log-in to your account. If you haven’t received an SMS verification code, please see the steps below to resolve this issue.

    1. Check that your mobile phone is within reception range and switched on.

    Please try turning your handset off and on, ensure that it has reception and is switched on.

    2. Ensure that your mobile number has the correct international format.

    Our SMS Gateway delivers your SMS verification code to the mobile number that you provide on sign up, if your mobile number is formatted incorrectly (for example, without the country prefix), we will not be able to deliver the SMS to your handset.

    3. Ensure that you have entered your mobile number correctly.

    Is it possible that you entered an incorrect digit? If this may be the case please contact our Support Team with the correct mobile number and the username/email you provided on sign up.

    4. Carrier delay – Please wait 15 minutes

    On rare occasion, our carriers might be experiencing and upstream issue outside of SMSGlobal's control, leading to minor SMS delays. Please try waiting for 15 minutes, and turn your mobile off and on to check if the SMS verification code has reached your handset.

    5. Does SMSGlobal support your country destination?

    It could be a possibility that your country destination is not on the SMSGlobal coverage list or fully supported. If you think this may be the case, please contact our Support Team to investigate this further.

    6. Contact the SMSGlobal Support Team

    If your issue is still not resolved and you are yet to receive your SMS verification code, our friendly Support Team will be happy to resolve this for you as quickly as possible. When contacting our support team, please provide details such as:

    - Account username (email used to sign up).

    - Correct mobile number you wish to have associated with your account.

    - Country that you're trying to sign up from.

  • Why can't I login to my account?

    Here are some suggestions as to why you might be experiencing difficulty logging into your MXT account:

    - Ensure that you're using the correct username and password, and that the caps lock is turned off.

    - Clear your browser history and cache and try logging in again.

    - Try using a different internet browser.

    - If you have made too many password attempts, and you are receiving a notice stating too many failed attempts, please contact our Support Team to help troubleshoot this issue.

    Please note - If you haven’t used your account in over two years, your account may be suspended due to inactivity or inappropriate usage. If you wish to start sending again, you will need to contact our Support Team to gain access to your account again.

    If submitting a ticket to our support team, please provide details such as:

    - MXT username you're trying to log in with.

    - The issue you're experiencing.

  • In what format do my mobile numbers need to be?

    To ensure successful delivery, your contacts' mobile numbers must be in the correct international format.

    To change mobile numbers from the domestic format to the correct international format, simply remove the first '0' or '+' of the mobile number and replace it with the relevant international code (e.g. 1 for the U.S). Incorrect formatting may result in undelivered messages or a message sent to an incorrect number. Below are some country specific examples:

    U.S.
    - Country Code: 1
    - Number: 10 digits long, excluding the leading '0' or '+'.
    - Example domestic number: 2126544321
    - Example International number: 12126544321

    Australia
    - Country Code: 61
    - Number: 9 digits long, excluding the leading '0'.
    - Example domestic number: 0447973739
    - Example International number: 61447973739

    India
    - Country Code: 91
    - Number: 10 digits long, excluding the leading '0'.
    - Example domestic number: 09000654321
    - Example International number: 919000654321

    UK
    - Country Code: 44
    - Number: 10 digits long, excluding the leading '0'.
    - Example domestic number: 07723654321
    - Example International number: 447723654321

    UAE
    - Country Code: 971
    - Number: 8 digits long, excluding the leading '0'.
    - Example domestic number: 047654321
    - Example International number: 97147654321

  • Does SMSGlobal support international messaging?

    Yes, SMSGlobal supports international messaging. When sending an SMS/MMS internationally, you need to ensure that your contacts are in their correct international format and using the correct Country Prefix/dialling codes.

    However, if you are using a short code or toll-free number, international sending may be limited. For more information, please see our Pricing Page for rates, as well as the correct mobile number format with the country specific.

  • What is opting-in?

    Contacts must provide the correct details as well as consent to receive bulk SMS.

    When recipients opt-in to receive SMS, they also should be notified that they have the option to unsubscribe or opt-out of communication at any time by responding with a phrase such as 'Stop'.

  • What happens when a recipient opts-out?

    When someone opts-out of SMS communication by responding to a text with 'Stop', our robust platform automatically assigns the contact to the opt-out list. Their contact information will still be available if they have a change of mind, but they will be taken out of the active contact lists and no longer receive SMS.

    Through our sophisticated reporting system, you can track how many opt-ins and opt-outs have occurred over a specific time.

  • How is bulk SMS regulated?

    In the U.S., the Telephone Consumer Protection Act (TCPA) lays out the official requirements for sending bulk SMS and is regulated by the CTIA. Understanding the difference between Application-To-Person (A2P) and Person-To-Person (P2P) text messaging is very important—including what types of numbers are used to send SMS for either A2P or P2P.

    Check out the CTIA's Messaging Principles and Best Practices as it is a thorough guide on industry standards and how to send SMS appropriately.

  • What are A2P and P2P?

    Person-To-Person (P2P) is consumer messaging, whereby a consumer contacts one or more other consumers via message in a consistent conversation.

    Application-To-Person (A2P) is non-consumer messaging. Text messages sent to and from large-to-small businesses, entities and organizations are classified at A2P, including bulk SMS.

Virtual Numbers

  • What is a virtual number?

    A virtual number is a unique number used by an account to send online SMS. SMSGlobal provides dedicated virtual numbers including toll-free numbers, short code and long code.

  • How do I acquire a virtual number?

    When you sign up with SMSGlobal, you will be provided with a complimentary toll-free number to use with us. That's right, for free!

    If you prefer short code or long code, there is a setup fee and a monthly subscription cost with those dedicated numbers. Our Pricing Page has all the available options for dedicated numbers including toll-free numbers, short code and long code.

  • For how long can I use a virtual number?

    All virtual numbers are available for as long as the account user is actively using it and has paid up to date (if applicable).

Shortcode

  • What is short code?

    In the U.S., short code consists of five to six digits and is explicitly used for A2P mobile messaging. SMSGlobal only provides dedicated short code, meaning you get your very own five or six digit number without the risks associated to having a shared short code.

  • When should I use short code?

    According to the TCPA, short code is strictly used for non-consumer high traffic SMS from businesses, entities and organizations. High volume messages such as One-Time Passwords (OTP), SMS marketing campaigns, promotional texts and informative notifications are defined as A2P mobile messaging.

  • Why use a short code?

    As short code is condensed to five or six digits, these numbers are highly memorable and can easily be associated with a name, brand or business.

    Short code is classified as a high tier service which includes benefits like an easy-to-remember number that is personalized to your business, it supports 2-way texting and also registered as an A2P number with all U.S. carriers so it is less likely to be flagged as spam or blocked for promotional content

  • How do I apply for a dedicated short code?

    To apply for a short code, please follow these instructions:

    1. Fill out the Short Code Request Form and our team will be in touch

    2. Answer the questionnaire to begin the application process

    - Our team will need information like your name, SMS volume, message content, your Opt-in and Opt-out process, and what platform you use to send SMS

    3. Once all the appropriate information is gathered, and payment is confirmed, the supplier will process the request

    4. Be patient; all U.S. carriers must activate a short code, and this can take 4-8 weeks

    5. The application is complete! We will set up your short code ready to use

  • What does the CTIA say about short codes?

    Consistent with laws and regulations, CTIA reinforces Short Code Best Practices. High on the list of these Best Practices include obtaining express consent from the consumer (opt-in), providing the option to revoke consent (opt-out), avoiding excessive and malicious content (spam) and present a clear understanding of who is sending the A2P messages (business or brand name).

  • How long does it take to acquire a short code?

    The application process for a dedicated short code can take 4-8 weeks as all U.S. carriers have to activate a short code before it is useable.

  • How much does short code cost?

    Dedicated short codes come at a monthly cost to the account user on top of SMS costs. To see our payment options, please visit our Pricing Page.

  • Can I use short code for calls?

    No, short code does not support calls. If you were interested in using a toll-free number (a number that supports both calls and text), please see our Toll-Free Number service.

Toll-free SMS

  • What is toll-free SMS?

    A toll-free number supports both calls and text, and so toll-free SMS refers to sending text messages to and from a number that also hosts voice.

    This is the perfect option for businesses with high volume support services. If a phone line is busy with calls, an automated voice message can prompt waiting callers to opt for a call back with an SMS confirmation or begin a text exchange about their inquiry. Also, vice versa, an SMS exchange with a Support Team member can lead to a phone call if necessary. All using the same number!

  • How do I get a toll-free number?

    When you sign up for free with SMSGlobal, you will automatically receive a complimentary toll-free number to use at your discretion. There is also the option of adding an existing toll-free number to your account.

  • Can I add SMS to an existing toll-free number?

    Yes, if you already have a toll-free number you use for calls, adding SMS is easy. When you sign up for free with SMSGlobal, you can add your existing number to your account to send and receive SMS using the same number.

  • How long does it take to set up toll-free SMS?

    In a matter of minutes! Sign up for free with SMSGlobal, and once you've entered your details, we'll provide you with a complimentary toll-free number ready to use right away.

  • Does toll-free SMS support 2-way texting?

    Yes. Two-way SMS is an advantage of having a toll-free number, especially when using it for business support services with the possibility of an SMS exchange leading to a phone call or vice versa.

  • Why should I use toll-free SMS?

    Hosting both voice and text for one number enhances communication and is twice as accessible to your contacts. Not to mention, now your customers don’t need to remember two numbers, only the one toll-free number!

  • How is it free?

    For a limited time, SMSGlobal is providing a complimentary toll-free number on sign up to make sure you get all the benefits of experiencing a toll-free number without the risk.

Technical

  • How do I test SMSGlobal's Services?

    We offer developers a sandbox testing service to build and test their applications using our SMS messaging gateway. The system allows users to test integration in a closed-loop, and test the code and reporting functions as if they were sending campaigns in production.

    Please submit an enquiry to our integration specialists to help get an account set up.

  • Is it easy to integrate with SMSGlobal?

    Yes. Our flexible Integrations and robust messaging gateway can integrate SMS into all facets of any business, such as applications, websites, intranets, CRM's, ERP's and other software.

    Our team of mobile messaging specialists have years of experience integrating complex messaging requirements into existing corporate systems.

    If you require an integration with our platform, please don't hesitate to contact our Integration Specialist who can assist further with your requests.

  • What plugins can SMSGlobal integrate with?

    SMSGlobal's system can easily be integrate with a variety of software from a range of different industries. If you would like more information, please contact our Support Team with your requirements, and they'll help you build something amazing.

  • Sub-accounts & Custom Site Branding (white–labelling)

    All SMSGlobal users have free access to sub-accounts. Sub-accounts are SMSGlobal accounts that are subsidiary to the main account. The owner of the primary account can allocate budgets and permissions to sub-accounts to control expenditure and operations.

    Custom site branding allows customers to rebrand MXT to suit their company's brand. To set up site branding, please get in touch with a member of the SMSGlobal Team.

Accounts and Billing

  • What pricing plans & payment options are available?

    We offer various differing pricing plans, whereby the more you spend, the lower your SMS rate is. These pricing tiers are activated based on the amount of money added to the account in one transaction. SMSGlobal offers plans suitable for every business' SMS messaging needs based on usage and volume. All Tier plans offer the same features and benefits, but the more credit you purchase, the lower the rate per SMS.

    SMSGlobal accepts the following method of payments:

    - Secure online payment via your PayPal account.

    - VISA, MasterCard and American Express.

    - Direct Deposit (this may take up to 3-5 business days).

  • How does an SMSGlobal free trial work?

    When you sign up for an account with SMSGlobal you will not incur any hidden costs or unwanted contracts–you pay what you want when you want. Our API Integrations, Email to SMS and Web SMS products are free to use, and you pay for your credits as you go. SMSGlobal gives you the power to choose your payment plan: post-paid or pre-paid, it’s all up to you.

    Set up an account and have a free trial with no commitment, obligation or hidden costs and lots of flexibility.

  • What currency options are available?

    When opening an account, the currency will be set to the country in which you have signed up by default. E.g. if signing up in the U.S., your currency will default to USD. If you require a different currency, our Support team will be happy to assist you in updating your account to suit your requirements.

    We currently offer the following currencies:

    CurrenciesCurrency
    AUDAustralian Dollar
    NZDNew Zealand Dollar
    EUREuro
    GBPPound Sterling
    USDUS Dollar
    CHFSwiss Franc
    DKKDanish Krone
    HKDHong Kong Dollar
    NOKNorwegian Krone
    SARSaudi Riyal
    SEKSwedish Krona
    SGDSingapore Dollar
    AEDUAE Dirham
    EGPEgyptian Pound
    LBPLebanese Pound
    QARQatari Rial
    BHDBahraini Dinar
    OMROmani Rial
  • What are the minimum purchase requirements?

    The minimum purchase requirements are as follows:

    CurrenciesCurrencyMinimum spend rounded
    AUDAustralian Dollar5
    NZDNew Zealand Dollar5
    EUREuro5
    GBPPound Sterling5
    USDUS Dollar5
    CHFSwiss Franc5
    DKKDanish Krone30
    HKDHong Kong Dollar30
    NOKNorwegian Krone30
    SARSaudi Riyal20
    SEKSwedish Krona30
    SGDSingapore Dollar5
    AEDUAE Dirham20
    EGPEgyptian Pound50
    LBPLebanese Pound6000
    QARQatari Rial20
    BHDBahraini Dinar5
    OMROmani Rial5
  • Will my credits expire after a certain period?

    They might as SMSGlobal reserves the right to cancel credits if an account has been inactive for two years.