Find answers to common SMS channel questions about subscriber migration, TCPA compliance, campaign reporting, and advanced setups, such as MMS and two-way messaging.
Setup & Migration
How do I migrate SMS subscribers from another provider?
Go to Audience → Contacts → Add or update contacts and upload your subscriber list. During import, map the SMS opt-in date and set subscription status.
Note: TCPA consent records from other platforms won't transfer. If needed, import them as a custom property.
Does Omnisend automatically add country codes to phone numbers from checkout?
Yes. Omnisend adds country codes based on the location customers select at checkout.
Compliance & Opt-In
Does Omnisend support double opt-in for SMS? Is it required by EU?
Omnisend doesn't send double opt-in confirmations via SMS, but GDPR doesn't require it. According to GDPR rules, a checkbox on your signup form with clear consent language is enough. Learn more about SMS opt-in methods.
Does the unsubscribe link and STOP instruction count toward SMS character limits?
Yes. Both the unsubscribe link and STOP instruction are included in your total character count. US recipients receive a longer message because opt-out instructions are required.
What happens if a phone number is incorrectly formatted?
Omnisend blocks SMS to invalid phone formats. If a country code is wrong, the SMS is sent but bounces. Omnisend then auto-unsubscribes that number so you're not charged again. Learn more about SMS bounces.
Reporting & Tracking
How do I view the content of an SMS campaign I already sent?
Go to Reports → Campaigns → Link Activity to view your sent SMS. To edit or reuse it, copy the campaign to drafts.
Can I track how many contacts replied STOP or HELP?
Check unsubscribe rates in Reports → Campaigns or Automation. You'll find the unsubscribe rate for each message sent under the Engagement & deliverability table. Currently, HELP reply data isn't shown in reports.
Note: Opt-out instructions are mandatory for SMS messages sent to the US. Learn more about TCPA Requirements for SMS.
Features & Customization
Can I add a link to the subscriber preference center in my SMS?
Yes. Click the three dots menu and select the personalization tag for the Preference center link.
Can I send unique discount codes via SMS?
Yes, in Automations. Add a unique discount personalization tag to your SMS message. Learn more about unique discount codes in SMS.
Note: Unique discount codes are not available in SMS Campaigns. Use a custom property instead with pre-assigned codes for each contact. Learn about custom properties.
Why can't I customize my SMS sender name for US, Canada, or certain countries?
Custom sender names aren't supported in US, Canada, Colombia, Philippines, and some other markets due to carrier restrictions. In US/Canada, recipients see your dedicated toll-free number.
To help recipients recognize your brand, start your message with your brand name (e.g., 'YOURBRAND: Your offer...'). For supported countries, set the sender name in Store Settings → SMS → Sender's name.
Links & Messaging Type
Why do you shorten links in SMS?
Shortening your links reduces character count, helping you stay under SMS limits and enabling click and sales tracking.
Can I use my store domain for SMS short links?
Yes. Use Branded SMS Short Links by verifying your custom domain or subdomain. We recommend using a subdomain instead of your email domain.
What type of SMS messaging does Omnisend use?
Omnisend uses toll-free numbers to send your messages.
SMS Credits & Billing
Why was I charged for multiple SMS when I only sent one message?
SMS has character limits: 160 for standard text or 70 if your message includes emojis or special characters. If your message exceeds these limits, it automatically splits into multiple segments. You're charged for each segment, even though recipients see one combined message.
To avoid unexpected costs, keep messages under 140 characters to account for auto-added compliance text (unsubscribe link + STOP instruction).
Advanced Features
Can I reply to SMS messages?
Yes, with Gorgias integration. Set up two-way SMS messaging so your support team receives replies and can message contacts back. Available for US recipients only.
Can I send MMS messages?
Yes, to the United States and Canada. Learn more about MMS.
If you didn't find the answer to your question, reach out to our Support Team via in-app chat or at [email protected].