Question 1

What counts as a credit?

Accepted Answer

One credit equals one SMS message segment. Carriers split texts into segments of up to 160 characters of plain text (70 if you use emoji or certain special characters). Longer messages use multiple credits, counted once per recipient. Attaching a photo sends the message as MMS, which uses 3 credits per recipient. Example: You send one 200-character SMS to 100 people. That is 2 credits per person, or 200 credits total. If you attach a photo, each recipient uses 3 credits instead, or 300 credits total.

Question 2

Do unused credits roll over to the next month?

Accepted Answer

No. Included plan credits reset at the start of each billing cycle. Any credits you did not use during the month do not carry forward. Your usage counter resets to zero when your new billing period begins. Example: You are on a 6,000-credit plan and use 4,000 credits in March. The remaining 2,000 credits do not carry into April. On April 1 you start fresh with 6,000 credits and zero usage.

Question 3

When do my credits reset?

Accepted Answer

Credits reset at the start of each billing period, on the same schedule as your monthly plan renewal. You can see your current usage and reset date on the Billing page in your dashboard.

Question 4

What happens if I go over my included credits?

Accepted Answer

You can enable overages on the Billing page to keep sending after you hit your cap. Extra usage is billed at the per-credit rate shown for your plan and appears as a line item on your next renewal invoice. If overages are off, sending pauses until your credits reset, you upgrade, or you turn overages on. Example: Your plan includes 6,000 credits and you send 7,500 in one billing period. That is 1,500 credits over your cap. With overages enabled at $0.032 per credit, you would be billed an extra $48 on your next renewal invoice.

Question 5

What are bonus credits?

Accepted Answer

Bonus credits are extra credits added to your account by our team, usually for testing or support cases. They count toward your send cap alongside your plan credits and are not removed when your billing period resets. Example: Your plan includes 6,000 credits and we add 500 bonus credits. Your send cap becomes 6,500 for the current period. When the billing period resets, you still start with 6,000 plan credits plus the 500 bonus.

Question 6

What happens when I upgrade my plan?

Accepted Answer

Your included credit allotment increases right away. Usage for the current billing period keeps counting from where it left off. It does not reset mid-cycle. Example: You are on Business 6K with 6,000 included credits and have used 5,500. You upgrade to Business 12K with 12,000 included credits. You immediately have 6,500 credits remaining for the rest of the billing period.

Question 7

What happens when I downgrade my plan?

Accepted Answer

Your included credit allotment drops immediately, but usage for the current period stays the same. If you have already used more credits than your new plan includes, sending pauses unless overages are enabled. With overages on, you can keep sending and extra usage bills at your new plan's overage rate until the period resets. Example: You are on Business 12K with 12,000 included credits and have used 8,000. You downgrade to Business 6K with 6,000 included credits. You are now 2,000 credits over your new cap. Sending pauses unless overages are enabled.

Question 8

Can I upgrade or downgrade any time?

Accepted Answer

Yes. Change plans from the Billing page in your dashboard or through the Stripe customer portal. Upgrades and downgrades take effect when Stripe updates your subscription, usually within a few minutes.

Question 9

What happens if I cancel?

Accepted Answer

Cancellation stops future renewals. Your plan stays active through the end of the paid billing period, then sending is blocked until you subscribe again. Unused credits do not roll over and are not refunded.

Question 10

Do you refund unused credits or partial months?

Accepted Answer

Fees are non-refundable and non-creditable, including for partial billing periods, unused credits, and downgrades, except where required by law.

Question 11

What's included in every plan?

Accepted Answer

Every plan includes unlimited campaigns and templates, a two-way team inbox, CSV import with dedupe and validation, carrier verification support, automatic opt-out handling, and live delivery analytics. Higher tiers add more monthly credits, phone numbers, and team seats.

Question 12

What kind of phone numbers are included?

Accepted Answer

Plans include dedicated toll-free numbers. Local area-code numbers are optional and require carrier registration at $10/mo when you submit. You can add extra numbers as a subscription add-on from Billing.

Question 13

Do I need carrier registration to send?

Accepted Answer

Yes. US carriers require business texting platforms to verify who is sending and why. Quick Send handles the paperwork. Toll-free numbers are included on every plan. See the Carrier registration section below, or How Registration Works, for timelines and what to prepare.

Question 14

Can my team share one inbox?

Accepted Answer

Yes. Every plan includes team seats so multiple people can manage campaigns, reply from a shared inbox, and assign conversations. Add extra seats from Billing if you need more.

Question 15

If my toll-free number is approved, can I send from a local number?

Accepted Answer

Not yet. Toll-free and local numbers use two separate carrier reviews. Toll-free approval only lets you send from your verified toll-free numbers. To send from a local area-code number, you also need 10DLC registration approved. Example: Your 1-833 number is approved and working. You buy a (619) number for a local presence. That local number stays blocked for sending until 10DLC registration is approved too.

Question 16

If my local (10DLC) registration is approved, can I send from toll-free?

Accepted Answer

Not automatically. 10DLC registration covers local numbers on your account. Each toll-free number needs its own toll-free verification approved before you can send from it. Example: Your 10DLC registration is approved and your (619) number sends fine. You add a toll-free number from your plan. That toll-free number needs its own verification review before it can send.

Question 17

Do I fill out the registration form twice?

Accepted Answer

No. You complete one business profile in Quick Send. If you add the other number type later, we reuse that saved profile. You only submit for the new review type.

Question 18

Can I use toll-free and local numbers on one account?

Accepted Answer

Yes. Many teams start with the toll-free number included on their plan and add a local number later, or the other way around. Each number type has its own approval status in your dashboard.

Question 19

What affects how fast I can send from a toll-free number?

Accepted Answer

Toll-free numbers use carrier verification, not 10DLC brand vetting. Each toll-free number is reviewed on its own. Before verification is approved, sending is limited and carriers may filter your traffic. After approval, verified toll-free numbers can send at high volume. Carriers typically allow up to about 20 messages per second per verified number. Review usually takes 1 to 2 weeks. See How Registration Works for setup steps.

Question 20

What is brand vetting for local (10DLC) numbers, and how does it affect sending speed?

Accepted Answer

Local numbers use 10DLC registration. Carriers register your business, review your messaging use case, and may also run an optional brand trust check (vetting) that sets daily and per-second sending limits. Quick Send's standard local registration covers business identity and use-case approval. We do not currently submit optional brand trust checks by default, so local numbers start on carriers' default sending limits. Most teams on our standard plans stay within those limits for typical campaign sizes. Sole proprietors without an EIN follow a separate SMS identity verification path instead of EIN-based registration. Use-case review usually takes 1 to 3 business days after you submit. See brand vetting classes for tier details. Example: You send 2,000 appointment reminders spread across a week from a local number. That usually fits default limits. A single blast to 50,000 contacts in one hour may need a higher trust tier. Contact support if you expect very large same-day sends.

Question 21

What brand vetting classes are available for local numbers?

Accepted Answer

These are the optional brand trust tiers carriers recognize for local (10DLC) numbers. Higher tiers raise sending limits on major carriers. Limits are approximate and can vary by carrier and use case. Vetting class | What it includes | Typical sending limits | Quick Send. Registration only | Business identity and messaging use-case review. No extra brand trust check. | Baseline (~2,000 messages per day on major carriers) | Default today. Sole proprietor (no EIN) | SMS one-time passcode (OTP) sent to your mobile phone to verify identity instead of an EIN. Required before use-case review proceeds. | Baseline (~2,000 messages per day on major carriers). Limited to 1 local number. | Select at registration. Standard brand trust check | Carrier default trust verification after registration. | Moderate (~10,000 to 50,000 messages per day) | Contact support. Upgraded brand trust check | Third-party business verification for higher trust scores. | High (~50,000 to 100,000 messages per day) | Contact support. Enhanced brand trust check | Premium third-party verification for maximum throughput. | Maximum (~200,000+ messages per day) | Contact support

Question 22

What is sole proprietor SMS verification for local numbers?

Accepted Answer

If you register for local (10DLC) numbers without an EIN, carriers require SMS identity verification instead of a tax ID check. After you submit your compliance profile, a one-time passcode (OTP) is sent to the mobile number on your registration. Enter that code in Settings → Compliance to finish identity verification. Use-case review then continues as usual. This step is separate from optional brand trust vetting. Sole proprietor registrations use the same baseline sending limits as standard registration and are limited to 1 local number under carrier rules. Toll-free numbers require an EIN, so this path applies to local numbers only. See How Registration Works for status details. Example: You choose individual / sole proprietor without an EIN and submit local registration. Your dashboard shows Pending verification. You receive a text with a code, enter it in Compliance, and your registration moves to In review while carriers check your use case.

Question 23

What if I need to send more than my current limits allow?

Accepted Answer

Carriers offer higher-tier brand trust checks for businesses that need more throughput than the default local registration provides. Quick Send does not offer self-serve upgrades to those tiers today. Contact support with your expected monthly volume and your largest typical campaign size. We can review whether a higher trust tier is appropriate for your account.

Frequently asked questions

Credits & billing