Managing your Omnisend account involves controlling user access, understanding billing, tracking email credits, and troubleshooting login or store connection issues. This FAQ answers the most common account management questions to help you stay in control of your settings.
User Access & Permissions
Can I use the same email address for multiple Omnisend accounts?
No. Each Omnisend account requires a unique owner email address. However, you can manage multiple stores under one account by adding them in Profile menu → Stores. Switch between stores from the profile menu.
If you need separate billing or ownership for each store, create separate Omnisend accounts with different owner emails and invite your main email as an Admin to access all of them.
Can I assign different user roles?
Yes. Go to Account settings → Users → Add user to assign roles to your teammates. If you're using a multi-account setup, follow the instructions to provide account-level or store-level access.
💬 Learn more: User Roles Management | Managing Multiple Stores.
Does Omnisend send login details to new users?
No. When you invite someone to your account, they receive an email invitation. They must click the button in the invitation email to create their login details.
What happens next:
New users: If they don't have an Omnisend account yet, they'll fill out a short form with their email and password.
Existing users: If they already have an Omnisend account or a role in another Omnisend store, they'll be added immediately to your account with your selected role after accepting the invitation.
Until they accept the invitation, they'll appear in Pending status.
I'm getting a "Try Again Later" error when logging in. How do I fix it?
This issue may be caused by automatic form fillers adding your account details too quickly. Try these steps:
Wait a few seconds before selecting your details
Disable automatic form fillers
Clear your browser cache and cookies
Use a different browser or incognito/private mode
If the issue persists, contact our Support Team via live chat or email [email protected].
What if I need to transfer ownership but don't have access to the old email?
If you can't access the old owner email, contact our Support Team via live chat or email [email protected]. You'll need to verify your identity by confirming recent account activity or other security details. Ownership transfers without email access typically take 1–2 business days to process.
Billing & Pricing
How can I change the currency in Reports?
The currency is set based on your registration form responses. Contact our Support Team to adjust it. You can request the currency change via live chat or email [email protected].
How long is the billing cycle?
A billing cycle lasts 30 days. Your subscription renews every 30 days. Check your next invoice date under the store menu on the left side.
Where do I check my email sending limit?
Check your email credits balance in the store menu on the left.
Free plan: 500 emails/month to up to 250 contacts.
Standard plan: Your contact list size (subscribers + non-subscribers) × 12 = email credits for your billing cycle.
Example: 2,500 billable contacts = 30,000 email credits (2,500 × 12).Pro plan: Unlimited email credits.
💡 Check billing tiers on our pricing page.
Will I pay more if my contact count grows?
Yes. Every billing day, we count your subscribers and non-subscribers to determine your pricing tier. Pricing is based on the number of subscribed and non-subscribed contacts in your account on your billing day. Check your contact list's price on our pricing page.
Can my store be charged in a different currency?
No. All Omnisend payments are processed in USD ($). Prices do not include VAT. Your bank may convert the charge to local currency if applicable.
How do I find and download my invoices?
Go to Profile menu (top right) → Billing history. Click the Download icon to download it to your invoice as a PDF. For missing invoices, contact our Support Team.
Why did my payment fail, and how do I fix it?
Common reasons include:
Insufficient funds
Card blocked for international transactions
Bank security limits (check with your bank)
Expired or incorrect card details
To fix this, update your payment method in Profile menu → Billing info. If the issue persists, contact your bank to authorize the charge or use a different card.
Note: We cannot split invoices into smaller payments.
How do I add my VAT number to invoices?
Go to Profile menu → Billing info → enter your VAT number in the billing details → Save. This will appear on all future invoices.
Note: You cannot edit invoices that have already been issued. VAT added to your billing info applies only to new invoices going forward.
Contacts & Subscription Status
What types of contacts do I have? What am I charged for?
You have three types of contacts: subscribed, non-subscribed, and unsubscribed. Check them by creating a segment based on subscription status.
Contacts are color-coded by subscription status:
Subscribed (green): Opted in to receive your newsletter. Can receive all campaigns and Automation Workflows.
Non-subscribed (yellow): Placed an order, abandoned a cart, or created an account but didn't opt in to newsletters.
Unsubscribed (red): Opted out (clicked the unsubscribe link), bounced, or reported your email as spam.
You're billed for subscribed + non-subscribed contacts because non-subscribers can still receive automated messages.
Check the number of contacts you were billed for in your invoice details. Access invoices in Profile menu (top right) → Settings management → Billing history.
💬 Learn more: Contact Statuses.
How can I collect SMS subscribers?
You can collect SMS subscribers in several ways:
Signup Forms: Add the phone number input field to your Signup Form and make it required. All subscribers will be added to your Audience immediately. For existing customers, add an email input field so their data updates with the phone number they provide.
Subscriber Preference Page: Let customers update their subscription preferences and add their phone number.
Import from file: When importing contacts with phone numbers, choose whether to upload them as subscribed to SMS.
Checkout: For Shopify stores, turn on SMS collection at checkout. Go to Settings → Checkout → scroll to Marketing consent → select Collect SMS opt-in.
For BigCommerce and WooCommerce, customers' phone numbers sync as non-subscribed.
Text to Join: US/CA customers can use Text to Join. Customers text a keyword to your number to sign up for SMS marketing.
💬 Learn more: Understand SMS Opt-in Methods.
Troubleshooting
Do you support RTL languages (Arabic, Hebrew)?
We do not currently support RTL text rendering. While you can type or paste RTL content (e.g., Arabic, Hebrew), it won't display correctly by default.
Applying custom styling like
direction: rtlmight help align the text in the correct direction.However, punctuation and overall formatting may still appear incorrectly, as the platform is not optimized for RTL structure.
If you need more information about requesting a new language, contact our Support Team.
How do I fix API connection issues when importing from my store?
For Shopify stores, check if you have the Omnisend app installed in Shopify. If you changed your store link/domain, contact our Support Team at [email protected] to fix it.
Didn't find an answer to your question? Contact our Support Team via in-app chat or [email protected].