SMSHelp.net FAQs Frequently Asked Questions

SMShelp is a full service Customer Service Support Center created to better service users promptly with issues regarding general SMS services.

Support issues are dealt with in the order received, each inquiry is dealt with accordingly as quickly as possible by an individual Customer Service Specialist. To expedite your inquiry, please provide as much detailed information as possible such as Mobile number, Email, Address and Issue you may have. http://www.smshelp.net/support.html

Bulk SMS messages are also known as Standard rate SMS msgs. If you are sending a SMS msg from this service to another mobile, the other mobile does not incur any charges to receive it. Standard carrier WAP/GPRS/UMTS data charges only apply for MMS type msgs.

A premium SMS message, is a message that a user requests in order to pay for a product or service via a mobile phone. A premium SMS also known as a reversed-billed message arrives in the form of a premium rate short code mobile terminated message. Usually indicated by a 5 digit number requested by a user.

The Network Operators charge a fee to transport Bulk SMS msgs (not inclusive of operational fees). Unfortunately, this cost can not be subsidized at this time and is a mandatory fee we must pay the Networks in order to provide Bulk message services. Credits are good for 30 days. A standard SMS msg requires 1 credit per number sent, WAP/MMS (photos, ringtones) requires 2 credits per number sent. Users must redeem TopUp code on website for credits to appear.

Premium SMS messages are actually billed by your Network Provider via an agent called an Aggregator. The actual websites do not do the final billing.

For your protection, all users must Sign-up via an Opt-in method and provide Handset Verification. All users must be the Authorized User, Agree to the Terms of Use and be over the age of 16. You will receive an initial Bulk message containing a unique PIN that you must then re-enter on the site to Verify you the Authorized User and Verified Handset prior to getting access to any Premium or reverse billed service messages.

NO, SMShelp does not support any Subscription based services. All services are Opt-in on a pay-as-you-go basis. If you have made multiple request for additional credit, this is not considered a subscription service.

Please submit your number at this link: http://www.smshelp.net/block.html. Your number will be cued by the system to be blocked from future access.

The Network Providers and Aggregators manage and control the SMSC (gateway) and how it processes Bulk and Premium messages. Sometimes due to network congestion, you may receive messages that you requested earlier a few days later. Again, the Networks manage this and not the service.
Most networks expire undelivered messages in 2-7 days, depending on network's delivery policy.

The universal STOP command will only work if a service is Subscription based.

All Refunds are subject to a full investigation subject to the Terms & Conditions: http://www.smshelp.net/Terms_and_Conditions.html Refunds that are authorized will be processed in as little as 2 weeks to a maximum of 8 weeks depending on verification that a mobile number was actually billed. All refunds are sent via post, in the future refunds may come in the form of phone credit vouchers. The Networks take as long as 45-90 days to process payments in order for refunds to be made.

Unfortunately, there is no 100% proof method to stop consumer abuses. SMS service technology is relatively new and always being developed with innovations that will provide value and customer satisfaction. SMShelp is always developing new methods to help improve customer satisfaction while deterring users who abuse SMS web services.

Please submit your Feedback and Comments directly to: smshelp.net@gmail.com

Customer Care Agent
Unit 235, Rosden House
372 Old Street
London
EC1 V9LT