Omnisend Email Marketing & SMS

Thank you for taking the time to share your experience. We sincerely apologize for the frustration this situation has caused. We fully understand how important it is to be able to send campaigns without disruption, and we’re truly sorry for the inconvenience and for any misunderstandings that may have occurred during the troubleshooting process.

We never intend to place blame, and we genuinely appreciate the time you spent testing across different devices and browsers. Based on our investigation, we were not able to reproduce the issue on our side, nor did we receive similar reports from other customers, which leads us to believe this may have been an isolated case. That said, we recognize how disruptive this was for you, and we’re sorry it impacted your experience.

Regarding the concerns you raised about billing, our senior support specialist has reached out to you directly to continue the conversation and make sure everything is reviewed thoroughly. While we cannot discuss account-specific outcomes publicly, please rest assured that every case is evaluated carefully and in accordance with our policies.

If you would still like us to continue investigating the root cause of the issue or provide further clarity on what may have happened, our team remains fully available and ready to assist.

Obrigada por compartilhar o seu feedback e a sua experiência conosco.

We’re very sorry to hear about the difficulties you experienced with your SMS campaign and understand how frustrating this must have been, especially when working with a time-sensitive promotion.

After investigating the issue, our Deliverability team found that the affected messages included a bit.ly link shortener. Unfortunately, messages containing public link shorteners are often rejected by mailbox providers or mobile carriers for security and deliverability reasons. To clarify, two of your campaigns triggered this issue by including a bit.ly URL. While one of them appeared to send successfully, it still activated SMS spam filters, which then affected later campaign deliveries.

To resolve this, we kindly advised resending your message without using public link shorteners. You can use Omnisend’s built-in link shortener or set up a branded custom shortener connected to your own domain for improved deliverability.

Our senior support specialist remains in contact with you, and we’re here to fully assist until everything is resolved. We truly appreciate your patience and hope to have the opportunity to turn your experience into a positive one.

Thank you for taking the time to share your experience with us. We’re sorry to hear that the SMS estimate shown during signup felt misleading — we understand how disappointing that must have been.

When you upgrade to the Pro plan, you receive monthly SMS credits equal to the price of your plan. The number of SMS messages shown during signup is always an estimate because actual SMS costs vary by country and by message length. This means the system can’t display a guaranteed fixed number, only an approximate value.

In your case, you did receive your full monthly SMS allowance. The credits were used more quickly because SMS messages sent to the UK are more expensive compared to the U.S. rate used for estimation, which reduces the total number of messages that can be sent with the same credit amount.

To help clarify this during signup, the plan page includes an information (“i”) icon next to the estimate, noting that the actual number of SMS may differ based on recipient country pricing. Still, we understand how this could have been confusing, and we appreciate you bringing it to our attention.

We will be using your feedback to improve the clarity of our signup process — especially around how SMS estimates are communicated — to ensure this information is even clearer for future users.

Thank you for taking the time to share your experience, and first and foremost—we’re truly sorry to hear about the personal challenges you’ve been facing. We completely understand how important your email list and campaigns were to your business, and we regret that the loss of this data added stress during an already difficult time.

Omnisend automatically deletes accounts that remain inactive for over 6 months, in line with our data retention policy. We do send multiple reminder emails during this period to help avoid unintended deletions, but we fully recognize that important messages can be missed—especially when life gets overwhelming.

We genuinely value the trust you placed in us over the years, and while we unfortunately cannot recover deleted data, your feedback is being shared internally as we continue to evaluate how we support long-time users during periods of inactivity.

If you ever decide to return, we’d be more than happy to assist with rebuilding your account and support you every step of the way.

Wishing you and your business all the best.

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your dissatisfaction, especially as a long-term customer of over eight years. We deeply value the trust you’ve placed in us, and it’s disheartening to learn about your disappointment.

To clarify, your account suspension was due to your domain being listed on Spamhaus, a globally respected authority in spam prevention. This listing indicates potential issues with subscriber list acquisition or non-compliant practices. To ensure the highest email deliverability rates and protect the integrity of our platform, we are unable to allow sending from accounts associated with domains flagged by Spamhaus.

We understand this can be frustrating and want to assist you in resolving the matter. We’ve previously shared guidance on how to address this listing, as delisting is a critical step for reactivating your account.

Regarding your subscription fee, while we understand your perspective, our terms state that refunds are not provided in cases involving policy violations, including issues related to spam or improper subscriber list management.

We’re truly sorry that this experience has impacted your perception of our service. Your loyalty over the years means a great deal to us, and we’d be happy to support you through the delisting process or address any additional questions you may have.

Hello there,

Thank you for sharing your feedback. We sincerely apologize for the frustration and inconvenience you’ve experienced with our service. We understand how critical timely support and reliable functionality are for your business.

The domain verification issue you’re encountering is related to having multiple SPF records on your end. To resolve this, please merge the records into one and delete the extras, as our agents have advised. A senior agent has already reached out to you to address your request and provide further assistance.

We strive to respond as quickly as possible and regret that we did not meet your expectations in this instance. We are committed to resolving this matter and improving your experience with our service. If you need any additional help, please respond to the email from our senior agent.

Thank you for your understanding and patience.

Thank you for taking the time to share your experience. We’re sorry to hear that it felt so frustrating, and we understand how disappointing it can be when expectations are not met.

We want to clarify that our Terms of Service state that paid charges are non-refundable once processed. This policy is in place to keep billing consistent and transparent for all customers. That said, we recognize that every situation is unique, and concerns are reviewed on a case-by-case basis rather than dismissed outright.

In this case, a senior support specialist has already reached out to you directly regarding your account to make sure your concerns are properly reviewed and explained. We are unable to discuss account-specific outcomes publicly, but please know your feedback has been seen and taken seriously.

Should you decide to keep working with us, we remain ready to support your business every step of the way.

Hello there,

Thank you for sharing your feedback and bringing this issue to our attention. We sincerely apologize for the inconvenience and frustration you've experienced with the Facebook Custom Audiences integration.

We have checked our records and do not see any open tickets related to this specific issue. A senior representative has reached out to you to get more details and understand the situation better. Please respond to their email at your earliest convenience so we can work towards a resolution.

We appreciate your patience and cooperation as we address this matter. If you have any further concerns or need additional assistance, please feel free to reach out to us.

Thank you for taking the time to share your experience. We’re sorry to hear about the frustration you’ve faced regarding billing and contact limits, and we completely understand how this can be confusing.

The reason you’re seeing these additional charges is that your account has exceeded 100% of the contact reach limit included in your current plan. For example, if your plan allows sending to up to 10,000 billable contacts and you reach out to more than that number, the system automatically notifies you and pauses further sending until the plan is upgraded. This ensures fair and transparent usage across all accounts.

It’s important to note that the Fixed Tier Plan has always been designed with this limitation, and the contact count resets at the start of each billing period. To continue sending, an upgrade to the next available tier is required, after which the restriction banner will be lifted.

As your audience continues to grow, so do the needs of your email marketing. Since you’re now reaching more people than your current subscription tier allows, upgrading ensures that you can keep engaging your expanding customer base without interruptions.

We appreciate you giving us the opportunity to address your concerns and look forward to supporting you moving forward.