Getting Started

For a phone to send a response (reply) to a message, it needs a mobile number to respond to. When you send messages with an alphanumeric sender ID, the receiving phone does not have a mobile number to reply to, and therefore it cannot establish two-way SMS.

Here are some suggestions as to why you might be experiencing difficulty logging into your touchSMS account:

• • • Ensure that you’re using the correct username and password, and that the caps lock is turned off.
    • Clear your browser history and cache and try logging in again.
    • Try using a different internet browser.
    • Try resetting your password using the forgotten password link.

Please note – If you haven’t correctly verified your mobile number and email address you cannot access your account until you do so.  If you are unsure you will need to contact our support team to get access to your account.

If submitting a ticket to our support team, please provide details such as:

• • • The touchSMS username you’re trying to log in with.
    • The issue you’re experiencing.

To ensure successful delivery, your contacts mobile numbers should be written in the correct international format.

To change mobile numbers from the domestic format to the correct international format, simply remove the first ‘0’ or ‘+’ of the mobile number and replace it with the relevant international code (e.g. 61 for Australia and 64 for New Zealand). Incorrect formatting may result in undelivered messages or a message being sent to an incorrect handset. Below are some country specific examples:

Australia
– Country Code: 61
– Number: 9 digits long, excluding the leading ‘0’.
– Example domestic number: 0443123123
– Example International number: 61443123123

New Zealand
– Country Code: 64
– Number: 6-8 digits long, excluding the leading ‘0’.
– Example domestic number: 0222123123
– Example International number: 64222123123

United Kingdom
– Country Code: 44
– Number: 10 digits long, excluding the leading ‘0’.
– Example domestic number: 077812312312
– Example International number: 4477812312312

Sign up for a trial account with touchSMS with no obligation or hidden costs. You will receive 10 trial credits once your account has been verified and you will have 14 days to use them. Once you trial is over to continue sending you can purchase credits. There are no set-up or monthly cost you simply pay for what you intend to use.

To register for a trial account click here

Be sure to enter a valid mobile number and email address in order to verify your account.

When you sign-up for a touchSMS account, we will send you an SMS verification code that you are required to enter during the signup process.  If you haven’t received an SMS verification code, please see the steps below to resolve this issue.

Have you entered the incorrect mobile number?

If you have accidentally entered your number incorrect you will need to contact touchSMS support directly with your username (email) and correct mobile number – click here

I have entered my mobile number correctly

1. 1. Check that your mobile phone is within reception range and switched on.
   The SMS verification code will be sent to the mobile phone number that you provide on sign-up, please try turning it on and off and ensure that it has mobile coverage and is switched on.
2. 2. Contact the touchSMS Support Team
   If your issue is still not resolved and you are yet to receive your SMS verification code, our friendly support team will be happy to resolve this for you as quickly as possible. When contacting our support team, please provide details such as:

• • • Account username (email used to sign-up)
    • The correct mobile number you wish to have associated with your account.

Of course, you can speak to a team member at any time. Simply click on Livechat, submit a support ticket or call on +612 9518 7455 to get in touch with us.

Yes, touchSMS supports international messaging.

For more information on international sending routes – please contact the touchSMS Support Team

Recent changes to local legislation now prevent delivery of SMS to Philippine numbers, from overseas A2P providers, such as touchSMS.

In order to send messages to the Philippines via touchSMS, you must purchase a Philippine Virtual Number or register Alpha Sender ID to be approved by the local carrier.

Cost of Philippine Virtual Numbers:

Provisioning:                      $AUD 250.00

Monthly Rental:                $AUD 190.00

A Philippine virtual number also attracts a fee for every inbound message of $AUD 0.02c per message

For more information on international sending routes – please contact the touchSMS Support Team

Yes, these Sender IDs are called Alphanumeric or Alpha Sender IDs.

This option is available for sending SMS to Australia and some other selected regions. See our Sender ID Options by Country for more information.

Sending SMS from an Alphanumeric Sender ID – No Replies

An Alphanumeric Sender ID is usually a business or brand name that appears in place of a phone number when sending an SMS. It offers instant brand recognition but does NOT allow recipients to reply.

Alphanumeric Sender IDs can be up to 11 characters and include letters, numbers and spaces.

We generally only recommend using these Sender IDs for reminders and alerts where you do not need to worry about receiving opt-outs or replies. If you choose to use an Alphanumeric Sender ID for marketing/promotional campaigns, you must include an Opt Out Link in the message.

Pros:

• Branded experience for users

Cons:

• Users cannot reply to messages sent using an Alphanumeric Sender ID.
• If your message is commercial or marketing, you must still provide a valid opt-out method. See Opt Out Link

Create an Alphanumeric Sender ID on your Account

To register an Alphanumeric Sender ID for commercial messaging, log into your touchSMS account and navigate to:

Settings > Senders IDs

Follow the prompts to submit your Alphanumeric Sender ID for registration.

NOTE: In accordance with local legislation, all Alphanumeric Sender IDs are submitted to the touchSMS for review before they are allocated to your account for sending. Your Sender ID request can take up to 24 hours for approval.

For more information read Understanding Sender ID Options