Text Global Frequently Asked Questions

Getting Started

1. Is there anything to download?

No, the Text Global platform(s) are accessed online by logging into your account. All you need is a PC, laptop, tablet or mobile device to access your account from anywhere with an internet connection. SMS Platform login can be found here > https://app.textglobal.co.uk/auth/login and the Enterprise Platform login can be found here > https://portal.textglobal.co.uk 

2. How do I start sending SMS text messages?

You’ll need to create a free account with us by clicking the ‘Try for free’ button in the top right corner. Once the short registration form is completed you’re ready to go! Once your account is activated we’ll be in touch to offer support an answer any questions you may have. Alternatively you can call our customer service team on +44 (0) 1244 820025

3. Do you provide any training on how to use the Text Global platform?

The Text Global platform is so intuitive and easy to use, most of our customer’s don’t require any training. Our downloadable user guide has step by step instructions and the platform is packed full of useful hints and tips. Alternatively feel free to explore our platform video tutorials. However, if you’re still unsure our customer service team would be happy to answer questions you have or set-up an online demonstration.

Pricing & Payment

1. What are the set-up costs?

Text Global do not charge our customer’s to set-up an account, it’s completely free of charge. The only thing you pay for are SMS, Email, Voice or RCS text credits.

2. How much does it cost to send an SMS text message?

The cost depends on how many messages you are looking to send. Text Global provide affordable bundles of SMS credits to suite your needs. For a more accurate quote, take a look at our pricing page. 

3. How do I pay for SMS text credits and other Text Global services?

To make things easier for you, Text Global accept online credit/debit card payments and PayPal. When your SMS credits are running low, simply select the SMS credit bundle you require and pay online. Alternatively customers have the option to pay via BACS transfer or setup a Direct Debit. 

4. Are there any contracts or long term commitments?

No, Text Global do not set-up any contracts, our services are purchased on a pay as you go basis. Simply purchase SMS or messaging credits as and when they’re required. However, we can accommodate post-paid credit term agreements on a per account basis. 

5. How do I access my invoices?

Text Global provides an online invoice for each purchase made an can be accessed by logging into your account and going to Credits > Invoices

Security

1. How secure is my data?

Data security is Text Global’s highest priority. We do not pass on your data or any data uploaded into your account.

Services & Support

1. What support does Text Global offer?

Text Global provides full support during normal working hours 8:30am – 5:30pm. Our dedicated customer’s service team can be contacted on +44 (0) 1244 820025 or email [email protected]

2. What happens if I have an urgent issue during non-working hours?

Although our office is closed during non-working hours, we endeavour to answer any urgent support related emails to resolve any issues. Just email [email protected]

3. What is a Dedicated Long Number and how does it work?

A Dedicated Number is 11 characters in length and looks like any normal mobile telephone number. It allows you to send and receive SMS texts online without using a mobile device. When sending an SMS text, the Dedicated Number is used instead of a ‘Business Name’ as the Sender Name. Therefore when a customer receives a text they can simply hit reply and the message is received within your Text Global account.

4. What is a Short Code and how does it work?

A short code is a shortened number 5 digits in length, most commonly used in the media, TV and radio. For example “For a chance to win a £1,000 holiday to Spain, text HOLIDAY to 88440”. Short codes are so effective for marketing campaigns and building opt-in lists, as they’re easy to remember and cost just a standard network rate message to text. Text Global own our own short code 88440and provide keywords at affordable low cost.

5. What is a Short Link and how does it work?

Text Global allows our customers to convert a standard webpage URL, into a shortened version. The main benefit of this service is to save characters from the message content and obtain full reporting. Reports include the number of clicks received, GEO mapping, web browser and device information. When sending a campaign simply click the ‘Link’ icon, enter your destination webpage URL and click ‘Create’. When a customer receives the text message and clicks the link, it will navigate them through to the destination website.

6. What is an API Gateway and how is it used?

API stands for Application Program Interface. It allows the Text Global platform to communicate with your software, database, website or application to automate the sending of text messages. This done through some basic integration. Many businesses use this tool to send appointment confirmations, reminders, delivery updates etc. via SMS text.

General

1. Who can use Text Global?

Text Global can be used by any business or organisation, ranging from start up one man bands to corporate blue chip companies. The platform has been designed to be user friendly and cost efficient.

2. Is there anything to download?

No, the Text Global platform is accessed online by logging into your account. All you need is a PC, laptop, tablet or mobile device to access your account from anywhere with an internet connection.

3. Do you send messages through UK operators?

Yes, Text Global only use tier 1 routes to deliver our messages direct to UK operators. This ensures that your messages are delivered promptly with the highest delivery rates possible.

4. Do you provide data?

Text Global do not provide data. However we do provide expert advice on how to obtain data through the use of Short Code Keywords, online data capture, during point of sale and other mediums.

5. How many characters are there in 1 SMS text message?

There are 160 characters within an SMS text message. If you go over 160 characters it will simply use two SMS credits per message, but the customer will only receive one text message. Text Global provides the ability to send up one text message up to 612 characters.

6. What is a Sender Name?

A Sender Name is the first thing that appears when receiving a text message. This can be a business name or number up to 11 characters in length.

7. How do I upload data into my account?

When creating a contact group there will be three options to add data (Add Single, Paste List & Upload). Data can be uploaded from an excel spreadsheet or as a CSV file. Just ‘Browse…’ for the file you wish to upload and assign the right column headers. Any information you don’t want to upload select ‘Ignore’.

8. Can I merge data into the text message?

Yes, when uploading data into your account Text Global allows up to 7 fields to be stored. These stored fields can be merged within the SMS text similar to email campaigns.

9. Can I send SMS text messages to the ROI & internationally?

Yes, our Enterprise Platform can send up to 180+ countries worldwide. Just contact a member of the sales team for pricing and how to set up an account. 

10. Can my customers opt-out from receiving marketing texts?

Yes, both of the Text Global platforms feature a URL opt-out facility, allowing customers to click a link contained within the SMS text message to unsubscribe. We then automatically remove the contact number from any existing groups and place the number into your opt-out group. In addition to this, our system will prevent the contact number from being uploaded again in the future.

11. How does Text Global keep me legally compliant?

Text Global has various measures in place to ensure you stay within the guidelines stated by the Information Commissioner’ Office (ICO). For more details visit our Legal Compliance page.

12. Will my credits ever expire?

No, unlike some other suppliers our SMS and messaging credits last indefinitely.

13. Can I schedule messages in advance?

Yes, when sending a message you have the option to select a date and time for the message to be sent. If there is something wrong with the message content, date or time you have the option to cancel the send.

14. Can I stagger messages over a set period of time?

Yes, both of our platforms have a facility to stagger messages over minutes or hours. 

15. Can I be notified when my credit balance is running low?

Yes, Text Global has an inbuilt service that alerts you when the credit balance falls below a certain threshold. You can set both email and SMS low balance notifications. 

16. How do I know if my messages have been received or not?

Text Global provides full delivery reports in real time from the network operators to indicate whether your message have been delivered. These reports can be accessed as frequently as needed and downloaded into a CSV excel spreadsheet at the click of a button.

17. What should I do if I can’t login?

It’s likely that you are entering the wrong email address or password. When trying to login there will be an option to reset your password “Forgot your password? Click here to reset”. We’ll email a password reset link to your email address….simple! If you don’t receive the email or you’re still having trouble then feel free to call our customer service team on +44 (0) 1244 820025