Frequently Asked Questions

General Questions

1. What is Cellcast, and how does it work?

Cellcast is a messaging platform that allows businesses to send SMS, MMS, and Email-to-SMS for marketing, notifications, and customer engagement.

2. Are you Australian-based and owned?

Yes, Cellcast is proudly Australian-based and owned.

3. What types of messages can I send with Cellcast (SMS, MMS, Email-to-SMS)?

You can send SMS, multimedia messages (MMS), and Email-to-SMS for various purposes.

4. Is sending SMS more effective than emails?

Yes, SMS typically has higher open and engagement rates than email, making it more effective for time-sensitive communication.

5. Is there a minimum usage requirement?

No, there is no minimum usage requirement.

6. Do I need technical expertise to use Cellcast?

No, Cellcast is user-friendly and does not require technical expertise.

7. How do I purchase credits?

You can purchase credits directly through the Cellcast platform.

8. What is the difference between a quick message and a campaign?

Quick messages are for one-off communications, while campaigns are for sending to larger groups with more options.

9. How do I upload new contacts?

Contacts can be uploaded via Excel or CSV files or manually added in the platform.

Pricing and Billing

10. How much does it cost to send an SMS or MMS?

Pricing depends on the volume and type of message. Click here to view Pricing.  

11. Is Cellcast a prepaid or postpaid platform?

Cellcast operates as a prepaid platform.

12. Do credits expire if unused?

No, credits do not expire.

13. Are there any setup or monthly subscription fees?

No, there are no setup or subscription fees.

14. What payment methods do you accept?

We accept major credit cards and bank transfers.

15. Do you offer discounts for bulk SMS purchases?

Yes, we offer discounts for high-volume purchases. Click here to view Pricing.

16. Are there any hidden costs?

No, there are no hidden costs.

17. Do I get charged for receiving inbound messages?

No, inbound messages are free for you, only the senders’ standard rates would apply to them.

18. What is the cost to send internationally?

Costs vary by destination; please refer to our pricing guide.

19. Do I still get charged if the recipient is undeliverable?

Yes, charges apply once the message is sent.

20. How much is a dedicated number?

Dedicated numbers are $18 AUD per month or $168 AUD for the year.

21. Do all Sender IDs have charges to set up?

No, except for dedicated numbers, sender IDs do not incur charges, they are free to set up.  

Account Management

22. Can I set up multiple sub-accounts for my business?

Yes, sub-accounts can be created to manage multiple teams or clients.

23. How can I manage credits in sub-accounts?

You can allocate and monitor credits through the main account. You can draw credits on your sub account from your Main account.

24. How do I manage access and permissions for team members?

Permissions can be customised for each user in the account settings.

25. What Sender ID options are there, and what is the difference between them?

Options include shared numbers, dedicated numbers, Alpha IDs (e.g., your business name), or using your mobile number.

26. Can I have multiple Sender IDs?

Yes, multiple Sender IDs can be configured as needed.

27. What happens if I want to pause or close my account?

You don’t need to notify us if you wish to pause your account. However, if you want to close your account, simply contact us, and we’ll assist you. For dedicated number subscriptions, you can cancel them directly through your account settings.

28. Is it possible to integrate Cellcast with my CRM or other software?

Yes, Cellcast supports integration with various CRMs and software. View our API documentation for more information.

Messaging Features

29. Can I schedule messages to send at a specific time?

Yes, you can schedule messages in advance.

30. Can I stagger my SMS?

Yes, staggered delivery is available to optimise timing and help manage responses.  

31. How does Cellcast handle opt-outs and compliance with privacy laws?

Opt-outs are automatically managed, ensuring compliance with all regulations.

32. Can I personalise messages with recipient details (e.g., first name, appointment times)?

Yes, personalisation options are available for all messages.

33. How do I send bulk messages using a CSV or contact list?

Simply upload the file, and the platform will process the list.

34. If I accidentally upload the same contact twice, will they get two SMS?

No, the system automatically detects and avoids duplicates.

35. Does Cellcast support two-way messaging?

Yes, two-way messaging is supported through most sending options.

36. Can I manage my responses through the platform?

Yes, responses can be managed directly in the platform.

37. Can I manage responses from my handset?

Yes, responses can be managed via mobile through a registered mobile ID.

38. Can I send messages internationally?

Yes, international messaging is supported to selected countires.

39. What is the difference between a saved template and a saved campaign?

Templates are reusable message formats; campaigns are full message distributions.

40. Can I receive responses when using a business (alphanumeric) Sender ID?

No, alphanumeric Sender IDs are one-way only.

Integration and API

41. What systems can Cellcast integrate with?

Cellcast integrates with CRMs, Zapier, and more.

42. Do you provide API documentation for developers?

Yes, API documentation is available here.

43. Can I use Cellcast with GoHighLevel?

Yes, Cellcast supports this platform.

44. Is technical support available during API integration?

Yes, technical support is avalible.

45. Does the API support Email-to-SMS functionality?

Yes, Email-to-SMS is supported through the API.

Support and Troubleshooting

46. Why do messages get held for verification?

Your first few messages or messages flagged by the keyword bank or other filters may require review.

47. How do I contact support if I have an issue?

Contact support via email, phone, or the in-platform chat.

48. Are there resources or tutorials available to help me get started?

Yes, guides and video tutorials are available.

49. What are the most common reasons for message delivery delays?

Delays can occur due to carrier issues or flagged content.

50. How do I update my account details or preferences?

Update your details in the account settings.

51. Why does it say my message has been delivered but the recipient has not received the message?

The carrier may have successfully delivered the message to the network, but the recipient's handset could be filtering it into a junk folder or blocking it altogether.

52. What are reasons for undeliverable messages?

Reasons include the number being out of service, the recipient's handset being switched off, or the handset having no network coverage.

53. Will I be assigned an account manager?

Yes, you will be assigned an account manager.  

54. Can I use the platform from my mobile phone?

While the Cellcast platform is accessible through mobile search engines, we recommend using it on a desktop for the best experience. The desktop interface offers enhanced usability and access to all features, ensuring optimal performance.

Reporting and Analytics

55. Can I track the delivery and performance of my messages?

Yes, detailed tracking is available.

56. What reporting features does Cellcast offer?

Features include delivery reports, analytics, and engagement metrics.

57. Can I see the undeliverable numbers?

Yes, undeliverable numbers are shown in reports.

58. Does Cellcast automatically remove numbers that are consistently undeliverable?

Yes, undeliverable numbers can be flagged for removal.

59. How can I measure the success of my campaigns?

Use analytics and delivery reports to assess performance.

60. Are reports exportable for sharing with my team?

Yes, reports can be exported as CSV or Excel files.

61. Does Cellcast provide real-time analytics?

Yes, real-time analytics are available.

Compliance and Security

62. How does Cellcast ensure compliance with data privacy laws like GDPR or CCPA?

Cellcast adheres to all relevant Australian regulations and ensures secure data handling.

63. What security measures are in place to protect my data?

Data is encrypted and stored securely on shore. Find out more here.

64. Does Cellcast store customer data, and if so, where, and for how long?

Data is stored securely and retained only as required. Find out more here.

65. Is Opt-out automatically included in the message?

Yes, opt-out options are added automatically.

66. Can I remove Opt-out for notification messages?

Yes, for notifications, opt-out links can be omitted. Contact us to learn more.

67. If a customer opts out of marketing messages, how can I ensure they still receive important notifications?

We recommend setting up a sub-account and dedicated one to marketing and promotional messages with an opt-out option while using the other account for notifications without opt-out. This setup ensures customers can opt out of marketing messages without affecting important notifications. Contact us to help you configure this.

68. How are unsubscribes and blocked numbers managed?

The system automatically handles and excludes these numbers.

69. If I upload a contact who has previously opted out, do I need to manually remove them?

No, the system will exclude opted-out numbers.

Technical Features

70. What is the character amount for SMS?

One Australian SMS is 160 characters. Messages exceeding this limit will be split into multiple SMS parts, and credits will be charged based on the total number of parts in the message.

71. Can I send multimedia messages (e.g., images, GIFs, videos)?

Yes, multimedia (MMS) messages are supported.

72. Does Cellcast support Unicode for special characters?

Yes, Unicode is supported.

73. What is the maximum file size for MMS attachments?

File size is limited to 500 KB per MMS.

74. Can Cellcast send internationally?

Yes, international messaging is supported to US, UK and NZ.

United States sending

75. How do I send to the United States?

United Kingdom sending

76. How do I send to the United Kingdom?

New Zealand sending

77. How do I send to New Zealand?

Special Features

78. What is the Enterprise Platform, and how does it differ from the original platform?

The Enterprise Platform offers advanced features like

79. Can I automate campaigns with triggers and workflows?

Yes, automation tools are available.

80. Do you offer mobile landing pages or other advanced marketing tools?

Yes, mobile landing pages and other tools are supported.

81. Is there a feature to tag and segment contacts?

Yes, contacts can be tagged and segmented for targeted messaging.

82. How can Cellcast help me with database reactivation or dormant customer outreach?

Use SMS campaigns and advanced segmentation to re-engage your database.

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