Accounts

Accounts

What reporting is available on the dashboard?

Your dashboard will show you all of your inbound, outbound, and bounced (failed) messages and the corresponding dates that they were sent/received. In the history/reporting section under the SMS tab,…

Why your ClickSend balance can change when Exchange Rates move

ClickSend is a global company with staff in Australia, Great Britain, The United States and beyond. We are headquartered in Perth, Australia, and our accounts are maintained in Australian currency (A…

Does ClickSend charge VAT?

As ClickSend is an Australian-based company, we are excluded from charging VAT on our UK or non-AU invoices. The total price on your invoice does not include any taxes i.e. you don't have to add VAT…

Bank Details on Company Letterhead

Our bank details are listed on our company letterhead on the attachment below. Bank Details Update June 2022.pdf

US Tax form W9/W-8BEN-E

We are an Australian company. Here is our completed W-8BEN-E form: fw-8-bene.pdf

How to update the Billing Contact

Billing contact details can be updated within your account. Navigate to your profile in the top right corner. Select Billing from the dropdown. Edit Billing Contact and hit save..

Can I get a number that isn't on the dashboard?

Yes, we can search for any number you want. USA. If you want a specific area code we can get you a 10DLC. Vanity Numbers What is a vanity number? A vanity number is a local or toll-free phone number…

How do I view my balance via the API?

You can make a GET call to the account endpoint and view "balance" in the response: https://rest.clicksend.com/v3/account Documentation including examples can be found in our API docs here: https://d…

Do you support bank transfer/wire transfer/EFT?

We accept payments via bank transfer. Ask our 24/7 online chat team to raise an invoice for you. They'll need: Company name. Contact email address. Amount. Currency. If sending outside of Australia,…

Does prepaid credit expire?

We'll expire your prepaid credit balance if you don't send a message OR top up your account within 6 months. e.g. If you send a message at least once every 6 months, your credit won't expire. OR If y…

GDPR Data Processing Schedule

Please refer to our legal docs here: https://www.clicksend.com/legal /

Can I set the timezone on my account?

Yes, you can set your account timezone here: https://dashboard.clicksend.com/account/general

Billing FAQ

By default, all accounts are pre-paid. When you make a recharge from your account you are purchasing credit that will be applied to your ClickSend balance. This can be used on any product or re-occur…

Does ClickSend charge international fees?

No, ClickSend does not charge international fees. We support all major currencies. International fees may be charged by your bank, please contact them directly.

How long do you store message history?

Generally, we store message history for 4 months (excluding requirements to comply with any law, rule, legal decision or regulation that we are obliged to comply with). This includes all information…

Email notification on message failure

You can setup email notifications on message failure. We'll automatically email you when a message fails. This can be setup for each product (SMS, Fax, Voice, Post etc). For each product, the setup i…

Can I use my local currency? How does currency conversion work?

Yes, we support all major currencies. Your currency will be automatically selected based on your location. Your balance will always show in your local currency and you will always be charged in your…

How are dedicated numbers charged if I buy one half way through a month?

If you purchase a dedicated number, auto recharge will be automatically enabled at the end of each month. When you first purchase a number, we'll charge you a pro-rated amount for the remainder of th…

I can't login - Authorisation Failed

If you're having issues logging in: Try resetting your password. Try changing your browser - for example, try Google Chrome. Try connecting to an alternative internet connection - for example, some b…

What Payment Methods Do We Accept?

We accept the following payment methods: Prepaid by Credit Card/Debit Card. $20 minimum recharge amount. You can also setup auto-recharge when your account balance is low (optional). Set it up here.…

'Forbidden' Error

{"http_code":403,"response_code":"FORBIDDEN","response_msg":"You need to be authenticated to access this file.","data":null} If you receive this error message when trying to open a file you likely ha…

API Credentials

Your ClickSend API credentials can be located within your account by clicking on the key icon in the top right corner of the dashboard. From here, you can manage your credentials such as regenerating…

Number Pool Code

There are two options in the Number Pool Code. 1. Use a pool of random numbers-The from number will be randomised. Perfect when you're sending multiple messages to the same user. 2. Use a fixed numbe…

ClickSend Reliability

High Performance Direct Routes. The only way to be certain that your messages are delivered properly and on time is to use a legitimate, reputable, “white” route. Play it safe – choose a reliable, le…

Glossary

A. A/B Test. Campaign type that tests up to three variations of the same campaign to determine the better option. Subject line, from names, content, or send time can be tested. Abuse Complaint. An ab…

Do you have a service level agreement (SLA)?

Yes, we sure do! We have a rock-solid 100% uptime SLA guarantee. Full terms and conditions here: https://www.clicksend.com/en/legal/service-level-agreement/

How to send post

Sending post online is an easy process. Using ClickSend you can send a physical letter or postcard. To get started you can sign up for a free ClickSend account here: https://www.clicksend.com/signup…

ClickSend iPhone App

You can install our iPhone app from the Apple App Store: https://itunes.apple.com/us/developer/clicksend/id1245465173

Unrecognised ClickSend.com charge on my credit card statement

Important: Did you receive a ClickSend charge that you don’t recognise? Find charges for purchases on your ClickSend account here. Before contacting us, compare your purchase history with your charge…

Can you set me up on postpaid (send a monthly invoice)

Possibly, depending on your monthly volumes. More info can be found here.

Can you add my address and company details to my invoices?

Yes, just let our support team know what you would like added. We can update all past and future invoices.

How Do I Change My Password?

Update Password. Click on your username in the top right hand corner. . Select 'My Profile'. Choose 'Change Password'. . Reset Password. You can reset your password on the login page and we will send…

Show breakdown of usage by each allowed email address

When adding/editing an allowed email address, you can choose which subaccount to attach usage to. You can adjust the settings here: https://dashboard.clicksend.com/#/sms/settings/sms-allowed-addresse…

Can I hide products I don't want?

Yes you can. Normal Users. Open the dashboard and go to Accounts -> add/edit subaccounts. Edit each user and adjust the products under 'product permissions'. Reseller Users. Your clients can adjust w…

Can I add multiple sub accounts to my main account?

Sure! If you're account type is pre-paid , they will all share the same balance. If your account type is post-paid , we will send you a single invoice at the end of each month showing a break down fo…

Do you store my credit card number?

No, we never store your raw credit card number in our system. Your credit card details are passed in a secure way to our credit card processing gateway and a secure token is returned. We only store t…

How often does your pricing change and how are we notified?

How often do we change our prices? All message delivery prices are subject to change at any time, however, it's very rare that we change our prices. For example, for delivery to Australia, we've only…

If I purchase in bulk, will the discounted rates apply to all countries?

Yes, the discounted tier you choose will apply to all countries. You can see the different pricing tiers as you go to recharge.

Why is my credit card payment showing as "Pending"?

Credit card payments will show as Pending on the transactions page for up to 7 days until they're cleared. You can ignore this, your payment will be added to your account instantly. If you need to do…

Can I import a large list of sub accounts?

Sure, send us through a list and we'll import them for you.

What happens if I recharge with a different package amount and still have credit?

When you make an account recharge, your message rate changes depending on the package you last purchased. Your balance always remains the same , it's just the rate per message that changes. For examp…

Can I get an invoice receipt for a transaction?

You can download a PDF transaction receipt from the dashboard under Accounts -> Billing/Recharge -> Transactions, or open the link below. https://dashboard.clicksend.com/#/account/billing-recharge/tr…

How to change where low credit notifications go

You will be notified by SMS and Email when your account balance is low. To do this: Log into the dashboard. Click on 'Accounts' ->'Billing/recharge' -> Billing contact. Update the email and mobile nu…

Can opt out lists be shared across multiple subaccounts/users

Yes you can choose to either share the same opt out list across all subaccounts, or each subaccount can have their own opt out list. This is linked to the Share Contacts permission: https://help.clic…