Frequently Asked Questions
Why message status is 'Accepted' but end user did not receive my message?
In some case, messages may be sent from Pony Express but are not received at the end user's handset. This can happen for a number of reasons, including carrier content filtering, availability of the destination phone, etc.
Will I be charged when a message is failed?
What is a message credit?
Each message you send or receive consist of segments. Each segment counts as 1 Pony Express message credit.
What's the setup process like?
What type of support is offered?
Could we receive replies from our subscribers/group members?
Do you only offer long code (10-digit) telephone numbers?
Do I need to have written authorization from customers to send SMS?
What does it mean an active account?
Is there any expiration date to use my credits purchased?
No, there is no expiration date for credits as long as your account is active (your account will stay active as long as you send a message in the last 6 months)
How can add the web widget on my website?
Select a Group
Click Create Widget
Copy the code and paste it into your website, that's all!
Can you get a local number when you sign up for your service?
I currently have email addresses of my customers, how do I can start sending them info via text messaging?
Why my message status is 'sent' but not 'delivered'?
Is there a limit on the number messages I can send?
How do I upload contacts with a CSV file?
How long does the service take to set up?
Will my SMS credits expire?
Can I schedule messages to be sent at a later date?
How long do messages stay in my inbox for?
Why are my messages using up two credits?
The first time you message a person, a legal suffix will be automatically added to your messages: "(STOP to end. Contact Pony Express HQ for help. T&C:goo.gl/RXSsEP.)". This is a legal requirement and it will increase your message credit to two.
Using over 160 characters per message
Using MMS (an image) per message
What is Pony Express HQ?
Send a message to as many customers as you’d like at any time to promote an event, business, service, deal, or product
Respond to questions quickly for customer service
Take a poll or gather votes
Get your own, dedicated phone number to send messages from
Schedule messages in advance or send and reply in real-time
Send messages with emojis and/or images (not everyone has this!)
Create as many groups as necessary (i.e. “VIP’s” or “new customers”)
Use as many “keywords” as you want (i.e. “Text HAPPYBDAY to get your Birthday discount!)
How can I check if a message has been sent?
Can people opt-out of my phone number?
Do I need a mobile phone?
For verification purposes, you need a US-based text message enabled phone number. Please contact support if you have a problem verifying your account.
Can I receive replies?
How do I see my received messages?
What is an MMS message?
Do I receive picture messages from customers?
What is an SMS?
What is a keyword?
What is a message credit?
Are there any contracts or hidden fees?
What are my payment options?
Can I change my plan?
Are there any limits on number of contacts?
During the trial period, there is restriction on the number of subscribers you can reach. After the trial period, there are no limitations.
How about the hidden fees?
Which countries does Pony Express HQ support?
Pony Express HQ currently only provide service to the US.
When I choose Standard plan, what are my benefits?
Free US phone number
Free account setup and monitoring
Free email support
When I connect my Twilio account, what are my benefits?
No contract obligation
How can I connect my Twilio account?
Click the “Setup Twilio” button
For Twilio Integration, Access your Twilio account and on the dashboard click on “Show API Credential”. To find this information on Twilio, select Programmable SMS under “Communications Cloud” on the top menu and copy your Account SID and Auth token and paste are Twilio API Credentials. Cloud” on the top menu and copy your Account SID and Auth token and paste are Twilio API Credentials.
Choose your Twilio phone number which does you want to associate with Pony Express? Once you associate a Twilio phone number, you can start using Pony Express dashboard to send and receive SMS.
If I don't have a Twilio account, may I still use Pony Express?
What is the SMS Character Limit?
SMS Character Limit; The character limit for a single SMS message is 160 characters, however most modern phones and networks support concatenation and segment and rebuild messages up to 1600 characters. Messages not using GSM-7 encoding are limited to 67 characters.