FAQs

General

[su_spoiler title=”Account Purchases (5)” icon=”arrow” style=”fancy”] [su_spoiler title=”How do I add credit to my account?” icon=”arrow”]
  • To add credit, first please be sure you have an active credit card available on your account. To add a credit card:
    • Select MY ACCOUNT >  MAKE A PAYMENT from the dropdown menu.
    • Next, please click the +NEW CREDIT CARD button. After submitting your credit card information, you will receive 2 charges between $0.10 USD and $1 USD and will have up to 72 hours to input these values and verify your credit card.
    • Please note: these 2 charges will be voided after 72 hours or when confirmed on the account, whichever comes first.
  • To make a payment:
    • Select MY ACCOUNT > MAKE A PAYMENT from the dropdown menu.
    • Next, type in the amount, select your credit card, and click CHECKOUT.
[_/su_spoiler] [su_spoiler title=”My credit card is not working?” icon=”arrow”]
  • If your credit card is not working, please check that you have entered your address and card information exactly as it appears on your credit card and bill.
  • Please also be sure that your card has enough funds to cover the cost of the amount you are applying to your account.
  • Lastly, please check to ensure your credit card was verified and is active on your account.
  • If your credit card is still not working, please contact our Support team.
[_/su_spoiler] [su_spoiler title=”How do I setup automatic payments on my account?” icon=”arrow”]
  • Select MY ACCOUNT > MAKE A PAYMENT from the dropdown menu.
  • Next, type in the amount, select your credit card and select ENABLE / DISABLE AUTO-RECHARGE at the bottom of the page.
  • Follow the instructions in the popup window to enable your account with Auto-Recharges and click APPLY.
[_/su_spoiler] [su_spoiler title=”Which messages do I pay for?” icon=”arrow”]
  • You are billed for every SMS message submitted to the Telintel Managed Messaging Platform, including auto-responses.
  • You can check your current rates by selecting MY ACCOUNT > MY RATES from the dropdown menu.
[_/su_spoiler] [su_spoiler title=”What happens if my account balance reaches zero?” icon=”arrow”]
  • When your account balance reaches zero, your SMS activity will automatically be blocked until the balance is replenished.
[_/su_spoiler] [/su_spoiler] [su_spoiler title=”Account Reports (1)” icon=”arrow” style=”fancy”] [su_spoiler title=”Where do I find reports?” icon=”arrow”]
  • You can view overall activity reports by logging into your account and scrolling to the section titled REPORTS located in the lower half of the dashboard.
  • To view Message Delivery Reports please select SMS > REPORTS from the dropdown menu.
[_/su_spoiler] [/su_spoiler] [su_spoiler title=”Account Safety (3)” icon=”arrow” style=”fancy”] [su_spoiler title=”How do I change my password?” icon=”arrow”]
  • To change your password:
    • Log into your account and click MY ACCOUNT > PERSONAL INFO from the dropdown menu.
    • Enter your new password and then click SAVE. Your new password will be active the next time you log in.
[_/su_spoiler] [su_spoiler title=”My password isn’t working?” icon=”arrow”]
  • Please note: passwords are case sensitive. Please ensure you enter your password exactly as shown.
  • If your password still does not work please reset your password.
  • If you continue have problems please contact our Support team.
[_/su_spoiler] [su_spoiler title=”How is all my data protected?” icon=”arrow”]
  • Data protection is a top priority here at Telintel.
  • All Telintel servers are protected behind a firewall. The actual servers reside in a hosting facility that is monitored 24/7/365 by onsite security.
  • Your data is never re-sold, re-marketed, or shared with anyone without your previous written permission.
[_/su_spoiler] [/su_spoiler] [su_spoiler title=”Account User Management (2)” icon=”arrow” style=”fancy”] [su_spoiler title=”Can I create multiple users for my account?” icon=”arrow”]
  • Yes. Please log into your dashboard and click MY ACCOUNT > USERS from the dropdown menu.
  • Next, click +NEW button located at the top left of the table. Enter the appropriate information, and click SAVE.
[_/su_spoiler] [su_spoiler title=”Can I control what users are allowed to access in my account?” icon=”arrow”]
  • Yes. When you add a new user you have the option to elect if the user should have Admin access to your account.
  • Non-Admin account users cannot view or access the follow:
    • Make a Payment.
    • Billing Details.
    • Manage Credit Cards.
    • Purchase Numbers.
    • Purchase Keywords.
    • Add Users.
  • To edit user settings:
    • Log into your account and go to MY ACCOUNT > USERS from the dropdown menu.
    • Double click the user you would like to edit, modify their information, and click SAVE.
[_/su_spoiler] [/su_spoiler] [su_spoiler title=”Product Information (7)” icon=”arrow” style=”fancy”] [su_spoiler title=”What is SMS?” icon=”arrow”]
  • SMS stands for Short Message Service, also known as text messaging.
  • With a SMS, you can send a message of up to 160 characters to another device. Longer messages will automatically be split up into several parts.
[_/su_spoiler] [su_spoiler title=”What is a short code?” icon=”arrow”]
  • Short codes (also known as short numbers) are special 3-7 digit numbers used for send Application-to-Person (A2P) type text messages. For example: 30838.
  • Short codes intended use must be Mobile Network Operator approved. This approval process typically takes 6-16 weeks.
  • Since short codes are Mobile Network Operator approved, they can handle much higher throughputs per second than a long code / number. Telintel offers a default throughput of ten (10) SMS per second, however, you may contact the Telintel Support team should you require additional throughput for your program.
[_/su_spoiler] [su_spoiler title=”What is a long code / number?” icon=”arrow”]
  • A long code / number (also known as a virtual mobile number (“VLN”)) is a dedicated phone number used in an international notation (for example: +17868716500 or 17868716500) for Application-to-Person (A2P) messaging.
  • Long codes / numbers are meant for person-to-person communications, and can send only one (1) message per second. Telintel recommends using a short code if your program requires a higher throughput (for example: an application that needs to send time-sensitive messages to many users at once).
  • Long codes / numbers intended use is not Mobile Network Operator approved, thus they are subject to Mobile Network Operator content filtering and suspension due to heavy traffic.
[_/su_spoiler] [su_spoiler title=”What is 1-Way SMS?” icon=”arrow”]
  • 1-Way SMS is an Application-to-Person (A2P) service for outbound SMS messaging only.
  • Messages may be sent from a long code / number, shared short code, or dedicated short code.
[_/su_spoiler] [su_spoiler title=”What is 2-Way SMS?” icon=”arrow”]
  • 2-Way SMS is an Application-to-Person (A2P) service for inbound and outbound SMS messaging.
  • Messages are sent and received via a mobile originated long code / number, a shared short code, or a dedicated short code.
[_/su_spoiler] [su_spoiler title=”What does A2P mean?” icon=”arrow”]
  • A2P stands for Application-to-Person, an SMS is sent between an Application and a person’s mobile handset.
[_/su_spoiler] [su_spoiler title=”Do you have international networks coverage?” icon=”arrow”]
  • Yes. Telintel currently covers the networks of more than 200 countries. The latest 1-Way and 2-Way coverage lists with pricing are available on our Rates pages.
[_/su_spoiler] [/su_spoiler]

Contacts Management

[su_spoiler title=”Contacts uploading & exporting (8)” icon=”arrow” style=”fancy”] [su_spoiler title=”How do I upload my contacts?” icon=”arrow”]
  • To upload your contacts, please go to GROUPS & CONTACTS and click IMPORT CONTACTS.
  • Next, download a Contacts import template by clicking DOWNLOAD SAMPLE FILE.
  • When you have filled in the required information in the correct format and saved your file then you simply return the IMPORT CONTACTS window, browse for your file and click UPLOAD.
  • You will receive a confirmation when your Contacts upload is complete.
[_/su_spoiler] [su_spoiler title=”What are the mandatory Contact fields / data required on your upload template?” icon=”arrow”]
  • The only mandatory Contact field / data is a mobile number, however, it is strongly advised that you also include the first and last names of each contact.
[_/su_spoiler] [su_spoiler title=”What is the maximum number of lines of data that I can upload to my Contacts?” icon=”arrow”]
  • There is no maximum number of lines of data or data limit for the Telintel Managed Messaging Platform. However, it is important to note that the upload speed will vary as it is dependent on the user’s own intranet upload speed. If a user attempts to upload several thousands of contacts at any one time with a low upload speed than the upload may give a timeout error. Therefore, we suggest uploading up to 7,000 contacts per upload session.
[_/su_spoiler] [su_spoiler title=”How do I export my contacts?” icon=”arrow”]
  • To export your contacts, please go to GROUPS & CONTACTS and click EXPORT.
[_/su_spoiler] [su_spoiler title=”Is there a limit to the number of contacts I can have?” icon=”arrow”]
  • No, you may add as many contacts as you would like.
[_/su_spoiler] [su_spoiler title=”Where do I find contacts that are opted-out?” icon=”arrow”]
  • To view a contact’s status (contacts who have opted-out of a campaign, contacts who have been invited, contacts who have subscribed, or contacts who have not responded) select CAMPAIGNS > CAMPAIGN REPORT > CONTACTS INVITED
[_/su_spoiler] [su_spoiler title=”How do I edit or delete a contact?” icon=”arrow”]
  • To edit or delete a contact select GROUPS & CONTACTS, double click on the contact and edit/SAVE their new information or click DELETE
[_/su_spoiler] [su_spoiler title=”How do I add a new contact?” icon=”arrow”]
  • To add a new contact one-by-one:
    • Select GROUPS & CONTACTS and click +NEW, input contact’s information and click SAVE
  • To add a new contact by uploading a list:
    • To upload your contacts, please go to GROUPS & CONTACTS and click IMPORT CONTACTS.
    • Next, download a Contacts import template by clicking DOWNLOAD SAMPLE FILE.
    • When you have filled in the required information in the correct format and saved your file then you simply return the IMPORT CONTACTS window, browse for your file and click UPLOAD.
    • You will receive a confirmation when your Contacts upload is complete.
[_/su_spoiler] [/su_spoiler] [su_spoiler title=”Groups Management (2)” icon=”arrow” style=”fancy”] [su_spoiler title=”How do I change a group name?” icon=”arrow”]
  • To change a group name please go to GROUPS & CONTACTS and double click the group name listed in the GROUPS section.
  • Input the new Group Name and click SAVE.
[_/su_spoiler] [su_spoiler title=”How do I delete a group?” icon=”arrow”]
  • To delete a group name please go to GROUPS & CONTACTS and click the red delete symbol red-icon next to the group name, click the YES button to save.
[_/su_spoiler] [/su_spoiler]

SMS Messaging

[su_spoiler title=”Managed Messaging Platform API (4)” icon=”arrow” style=”fancy”] [su_spoiler title=”Our API is setup correctly, but our SMS messages stopped sending?” icon=”arrow”]
  • Your IP address may be getting blocked. Please contact our Support team with your IP address so we can check and get it whitelisted for you right away.
[_/su_spoiler] [su_spoiler title=”What is the SMS Messaging API?” icon=”arrow”]
  • The SMS Messaging API allows any customer to directly connect with our platform and send / receive SMS messages by using your API username / password.
[_/su_spoiler] [su_spoiler title=”How do I setup the SMS Messaging API?” icon=”arrow”]
  • Please go www.TelintelSMS.com and select SUPPORT > DEVELOPERS from the menu to view our API documentation.
[_/su_spoiler] [su_spoiler title=”Does your API have error coding?” icon=”arrow”]
  • Yes. Please go www.TelintelSMS.com and select SUPPORT > DEVELOPERS from the menu to view our API documentation. Our API documentation includes an Error/Response codes reference table.
[_/su_spoiler] [/su_spoiler] [su_spoiler title=”Keywords (3)” icon=”arrow” style=”fancy”] [su_spoiler title=”What is a Keyword?” icon=”arrow”]
  • Keywords can be either campaign identification or action words that are used for 2-Way SMS communications in Dedicated or Shared Short Code campaigns.
  • When an action keyword is texted / sent by the mobile end-user’s handset to a short code number (example: Text HELP to 30838) the mobile end-user’s handset will receive on their phone the auto-response you have set up for this mandatory action keyword, your database will be automatically be updated if necessary.
  • When a campaign identification keyword is texted / sent by the mobile end-user’s handset to a short code number (example: Text TNT1 to 30838) the mobile end-user’s handset will receive on their phone the auto-response you have setup and their number will be automatically managed in your database (depending on the keyword action).
[_/su_spoiler] [su_spoiler title=”What is a Campaign Keyword?” icon=”arrow”]
  • Keywords are unique campaign identifying words that are used for 2-Way SMS communications, usually with Shared Short Code campaigns.
  • When a campaign keyword is texted / sent by the mobile end-user’s handset to a short code number (example: Text TNT1 to 30838) the mobile end-user’s handset will receive on their phone the auto-response you have setup and their number will be automatically managed in your database (depending on the keyword action).
[_/su_spoiler] [su_spoiler title=”Can you provide an example of a Keyword?” icon=”arrow”]
  • Yes. Below you’ll find an example of how a Keyword is used in a Call-to-Action campaign. In this campaign you will notice that The Beach Store is asking users to reply with their BEACH keyword in order for those users to receive participating store locations.
red-icon
[_/su_spoiler] [/su_spoiler] [su_spoiler title=”Sending Outbound SMS Messages (10)” icon=”arrow” style=”fancy”] [su_spoiler title=”What mobile carrier networks are supported?” icon=”arrow”]
  • Our services are supported worldwide with full A-Z network coverage. Anyone can receive SMS messages by opting-in to one of your programs.
[_/su_spoiler] [su_spoiler title=”How am I billed when I send an SMS message?” icon=”arrow”]
  • You are charged per Outgoing SMS message. This includes auto-responses, single SMS messages, and group SMS messages.
    • For example: If you have 1,000 contacts in your contact list and you send an SMS to all of them then you will be billed for 1,000 SMS messages.
  • Incoming SMS messages are usually free; however, this may vary from country to country. Please check your Rates by visiting MY ACCOUNT > MY RATES for more details.
[_/su_spoiler] [su_spoiler title=”Am I charged for delivery receipts (DLR)?” icon=”arrow”]
  • No. There is no additional charge to have your delivery receipts (DLR) returned to your callback URL.
[_/su_spoiler] [su_spoiler title=”What is the throughput for Outbound SMS messages?” icon=”arrow”]
  • We offer a default throughput of 10 SMS per second. Please contact our Support team if you require a higher throughput.
[_/su_spoiler] [su_spoiler title=”How long is a single SMS body?” icon=”arrow”]
  • The maximum SMS body length is 160 GSM-encoded characters (7 bits each), which is approximately 140 bytes.
[_/su_spoiler] [su_spoiler title=”Why did my SMS messages not deliver?” icon=”arrow”]
  • A message may fail to deliver due to, but not limited to, the following:
    • Sending the wrong content (all languages are not supported on all phones)
    • There is no known subscriber assigned to that mobile number (or the number is no longer assigned to a user).
    • The phone is unreachable or turned off.
    • The SMS message was caught in a Network Operator SPAM filter.
    • The phone is roaming.
    • Ported number / network failure.
[_/su_spoiler] [su_spoiler title=”What causes a delay in delivering SMS messages?” icon=”arrow”]
  • Delays in delivery an SMS message may be due to, but not limited to, the following:
    • Periods of peak or heavy mobile network use.
    • The phone is unreachable or turned off.
    • The phone is located outside of a network coverage area or network signal is blocked.
[_/su_spoiler] [su_spoiler title=”Am I charged for rejected messages? Am I charged for rejected messages?” icon=”arrow”]
  • Telintel does not bill for any SMS message request that is rejected by our platform. Platform rejections may occur due to:
    • Incorrect API username / password
    • An insufficient available balance on your account
    • Exceeding the maximum throughput (default throughput is set at 10 SMS requests per second)
    • Invalid destination (country code and prefix are not recognized by our database)
    • The absence of mandatory parameters when sending your request through API
  • Telintel bills for any messages accepted by our platform. Once a message is accepted by our platform we forward it to our provider for delivery.
  • Telintel charges for any SMS messages placed for delivery regardless of its final delivery status. This means that after your request has passed our initial platform screening (for example: checking to be sure your MSISDN consist of a valid country code and prefix) it is placed for delivery with our provider, we are billed and in turn we bill your account. A message may still fail to deliver due to:
    • There is no known subscriber assigned to that mobile number (or the number is no longer assigned to a user).
    • The phone is unreachable or turned off.
    • The SMS message was caught in a Network Operator SPAM filter.
    • The phone is roaming.
[_/su_spoiler] [su_spoiler title=”Does Telintel deliver SMS messages to ported numbers?” icon=”arrow”]
  • Yes. A ported number refers to a mobile number that has been transferred from one network to another in the same country
  • Telintel offers fully featured, high quality messaging that includes the support of ported numbers for no extra cost.
[_/su_spoiler] [su_spoiler title=”Can I have 2-Way conversations?” icon=”arrow”]
  • Yes. Select SMS > NUMBER CONVERSATIONS from the menu and you will find the Message / Reply section and the Conversations section.
  • You can have immediate and timely conversations from your short code or long number. Simply select the Message or the Conversation you would like to reply to.
[_/su_spoiler] [/su_spoiler]