Omnisend Email Marketing & SMS

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 and for flagging your concerns. We understand how frustrating it can feel when pricing doesn’t match your expectations, especially if it seems unclear at the start.

We want to clarify that Omnisend does not charge a flat mandatory $500 monthly fee just to keep an account active. Our pricing is based on the selected plan tier and usage, including contact count and optional add-ons such as SMS. From what we can see, you were using a plan subscription alongside additional SMS credits purchased separately. While this setup is available, it is not always the most cost-effective option, and we understand how this could lead to higher-than-expected charges if not optimized.

After reviewing your account, we found that your charges have remained consistent throughout your billing cycle, with no unexpected increases. That said, we genuinely want to help clarify any confusion and make sure your plan works for your business. Our support team has reached out to you directly to review your billing in detail and explore options to optimize your pricing setup based on your actual usage.

Thank you for taking the time to share your experience. We understand how disappointing it can be when the pricing you expected doesn’t align with what you see when reviewing available plan options.

To clarify, the $16 plan shown on the Shopify App Store is a starting price and applies to stores with up to 500 contacts, including 6,000 email sends to that audience. As the size of an account’s contact list increases, pricing adjusts automatically to the corresponding tier to support that audience size. (https://www.omnisend.com/pricing)

Omnisend pricing is based on the number of contacts rather than only the number of emails sent. Even if email volume is low, supporting a large audience still involves deliverability, compliance, and infrastructure costs, which is why we do not currently offer a purely pay-per-email model, though this feedback has been shared internally.

We recognize that this pricing structure can feel misleading when the audience-size limits are not immediately clear, and we appreciate you calling this out. Our team is actively reviewing how this information is presented to make expectations clearer upfront.

If you decide to review your options or need support at any point, our team is here for you.