Browse our FAQ's for info on getting started
Why can’t SMS recipients respond to messages sent using my ‘company name’ (Alphanumeric sender ID)?
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.
Why can’t I log into my account?
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.
What format do my mobile numbers need to be in?
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:
– Country Code: 61
– Number: 9 digits long, excluding the leading ‘0’.
– Example domestic number: 0443123123
– Example International number: 61443123123
– Country Code: 64
– Number: 6-8 digits long, excluding the leading ‘0’.
– Example domestic number: 0222123123
– Example International number: 64222123123
– Country Code: 44
– Number: 10 digits long, excluding the leading ‘0’.
– Example domestic number: 077812312312
– Example International number: 4477812312312
SMS Length and Message Parts
This link helps you calculate how many characters you can send in an SMS: http://smscharactercount.com
When composing your SMS, there are 2 types of characters you can use:
Standard characters – those from the GSM Basic Character Set (see below)
Unicode characters –characters that aren’t in the GSM 03.38 basic character set, including emojis.
According to carriers, 1 standard SMS message has a maximum of
Tip: No matter how many message parts, your SMS will always be delivered as 1 long message to the recipient. It will NOT be split or delivered separately.
When a message is longer than 160 characters, this is referred to as a multi-part message. The total SMS limit then becomes 153 characters per ‘part’ as the 7 characters are used up by invisible headers and footers which denote which part of the message is being sent (i.e. Part 1 of 2). For example: If a message is
longer than 6 message parts, it will be truncated (see below).
GSM Basic Character Set:
1 – 160 characters = 1 Message
161 – 306 characters = 2 Messages
307 – 459 characters = 3 Messages
460 – 612 characters = 4 Messages
613 – 765 characters = 5 Messages
766 – 918 characters = 6 Messages
919 – 1071 characters = 7 Messages
1072 – 1224 characters = 8 Messages
Non-GSM (Unicode) characters:
1 – 70 characters = 1 Message
71 – 134 characters = 2 Messages
135 – 201 characters = 3 Messages
202 – 268 characters = 4 Messages
269 – 335 characters = 5 Messages
336 – 402 characters = 6 Messages
403 – 469 characters = 7 Messages
470 – 536 characters = 8 Messages
Sign up for a trial account with touchSMS
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.
I didn’t get an SMS verification code – what should I do?
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. 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. 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.
I am new to this! Can a human assist me?
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.
Does touchSMS support international messaging?
Yes, touchSMS supports international messaging. For more information on international sending routes or international pricing – please contact the touchSMS Support Team
Can we use our ‘company name’ as a sender ID?
Yes, these custom Sender ID’s are referred to as Alphanumeric or Alpha Sender ID’s.
Use a Custom Sender ID – No Replies
A Custom (or Alphanumeric) Sender ID is usually a business name or branded word that appears in place of a phone number as the Sender ID. It offers instant brand recognition but is suitable for one-way messages only – recipients cannot reply to messages sent from a custom sender ID.
Custom Sender IDs may be up to 11 characters. Accepted characters include both upper- and lower-case ASCII letters and the digits 0 through 9: A-Z, a-z, 0-9.
The most important thing to understand about a Custom Sender ID, is that the recipient CANNOT reply to the message. We generally only recommend considering a Custom Sender ID for things like reminders and alerts where you do not need to worry about receiving opt-outs or replies.
- Branded experience for users
- Users cannot reply to the message in any way as it is not a number.
- If your message is commercial or marketing in nature, you must still provide a valid opt-out method.
If you would like to use a custom Sender ID for commercial messaging, login into your touchSMS account click on Settings > Allowed Senders IDs
For more information read article Understanding Sender ID Options