Getting Started

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 FREE 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 to verify your account.

When you sign up to touchSMS, we’ll send an SMS verification code to the mobile number you registered on your account.  If you haven’t received an SMS verification code, please see the steps below to resolve this issue.

I may have entered the incorrect mobile number

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

I have entered my mobile number correctly

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. If you are using an Android handset, ensure the verification code did not go to your Spam messages
   Android has introduced a new feature to their handsets that attempts to identify spam SMS and places it in a spam folder in your messages. Our verification code are sent using the Sender ID “touchSMS” which some handsets may misidentify as spam.
3. 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

Local legislation prevents delivery of SMS to Philippine numbers from overseas A2P providers, such as touchSMS.

To send messages to the Philippines via touchSMS, you must purchase a Philippine Virtual Number or register Alpha Sender ID for 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

To purchase a Philippine Virtual Number or submit the application for a Philippint Alpha Sender ID, please contact the touchSMS Support Team

Yes, this is called an Alpha Sender ID.
Alpha Sender IDs must be registered and verified by local carriers before they can be approved on your account for sending.
You can register a Sender ID for approval directly from your account when you log in.

Alpha Sender IDs must be specific to your company name or brand. Generic Sender IDs like “Reminder” or “Support” will not be approved by the carrier.

Submission and registration of an Alpha Sender ID is FREE – there are no additional cost associated with registration or use of an Alpha Sender ID on the touchSMS platform.

Head to Settings > Sender IDs to submit an Alpha Sender ID for registration.

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

NOTE: When sending an SMS using an Alpha Sender ID, recipients cannot reply to your message. This is a one-way SMS.

For more information, read Understanding Sender ID Options