Friendly Asked Questions

If your question is not addressed here, please do not hesitate to contact our support team.

General

This section contains general questions about our service.

How many messages can I send per second?

Depending on your subscription, you can send requests as fast as you like. Messages are queued before they get sent. They will be sent at a rate of one message per the number of message segments in seconds. For example, if your SMS message is under 160 characters and does not include any non-GSM characters, it has 1 message segment, and will be released at the rate of one message per second. If your SMS message has 3 segments, a single message will be released every 3 seconds.

On U.S. and Canadian toll-free phone numbers, the rate limit is 3 message segments per second.

It is currently not possible to adjust this rate, but if you will be sending more messages, you can purchase additional numbers. Please note that the carrier might have additional limits and your messages may be subject to mobile carrier filtering and can get blocked. Recipient carriers always reserve the right to filter out messages from certain numbers, and routinely do so to protect their users from spam.

Can I send bulk messages or other high-volume SMS / Do you support short codes?

At present we support sending and receiving individual messages, for example alerts and notifications, order confirmations or conversations with your customer. We do not support sending out bulk messages (i.e. 30 or more identical or similar messages going out within a few minutes). Doing so might get your number blocked.

However, we're considering to support this feature by using short codes. If this is something you are interested in, please do not hesitate to contact us.

What SMS messages are not allowed to be sent?

Our Acceptable Use Policy (AUP) describes actions that are not permitted. Our Terms of Use (ToU) describes the agreement between you and arvato Systems regarding the use of arvato’s website and/or services.

Below is a list of highlights from the AUP of what practices are not allowed when sending and receiving SMS messages using arvato's SMS service.

Follow these guidelines and you will likely be compliant with federal and state restrictions, carrier regulations, and best practices established by industry trade groups. This list is provided by way of example and should not be considered exhaustive.

Please note: these guidelines do not replace nor cover all prohibited activities as covered by the arvato Systems General Terms & Conditions, Acceptable Use Policy or full Terms of Use.

The following behaviors are not permitted when using the arvato SMS Service:

Sending unsolicited messages

No one likes SPAM. You should only send SMS messages to recipients who have opted in to your service and are expecting communication from you. Our third party service actively monitors for this kind of activity and we may block the phone number or suspend your account if we receive complaints from your subscribers.

Sending mass marketing or bulk messaging

Mobile carriers do not allow marketing SMS messages, whether solicited or not, to be sent on long codes (10-digit numbers). Marketing messages may only be sent using shortcodes (special 5 or 6-digit numbers). If you’re interested in a dedicated US shortcode please contact our sales team.

Mass marketing restrictions vary from country to country. We do not support mass marketing on US or international phone numbers.

Sending harassing or abusive messages

Sending threats, unwanted messages and "SMS-bombing" – sending many messages to a single number without the recipient’s permission – are not allowed. You are responsible for ensuring that the users of your application do not send harassing or abusive messages.

Using arvato SMS service to provide emergency services, such as 911-types of communication

Inbound and outbound communications between emergency service providers and end users are explicitly not permitted. SMS notifications can be used to provide information during an emergency, but should not be used as a replacement for or a means to contacting actual emergency services.

It is acceptable to send notifications that do not directly impact life safety. For example, early warning alerts, safety advisories, event cancellations, etc. are allowed. We recommend building in redundancy for important applications and using SMS notifications in conjunction with other public warning systems like sirens, radio and TV broadcasts if applicable.

Engaging in fraud, phishing or sending of sensitive data

We take fraud and abuse very seriously. Please report it by contacting our support.

Sending messages with fraudulent information or phishing to request confidential information from subscribers is not allowed. It’s also never a good idea to provide financial information or any other sensitive personal information to your customers over SMS.

Misrepresenting your identity (no spoofing)

Spoofing the SenderID or otherwise attempting to mislead message recipients as to who is sending the SMS message is not allowed. It’s good business sense to identify your brand or name in each message you send. But it’s not ok to identify yourself as another individual or business.

Sending messages with pornographic or objectionable images

Do not send pictures that promote or potentially further any illegal activity or violate any legal or federal legislations or are likely to cause offense to recipients. These include but are not limited to pornographic or objectionable images.

What countries are supported?

Country Beta/GA Type Domestic SMS Global SMS Domestic MMS Address required
Australia GA Mobile Yes Yes No No
Austria GA Mobile Yes Yes No No
Belgium GA Mobile Yes Yes No No
Canada GA Local Yes Yes Yes No
Canada GA Toll-Free Yes No No No
Chile Beta Mobile Yes Yes No No
Czech Republic Beta Mobile Yes No No No
Denmark Beta Mobile Yes Yes No No
Estonia GA Mobile Yes Yes No No
Finland GA Mobile Yes Yes No No
France Beta Mobile Yes No No Any
Germany GA Mobile Yes Yes No Any
Hong Kong GA Mobile Yes No No No
Hungary Beta Mobile Yes Yes No No
Ireland GA Mobile Yes No No No
Israel Beta Mobile Yes Yes No No
Lithuania GA Mobile Yes No No No
Mexico Beta Mobile Yes No No Foreign
Norway GA Mobile Yes Yes No No
Poland GA Mobile Yes Yes No No
Puerto Rico GA Local Yes Yes No No
Spain GA Local Yes No No No
Sweden GA Mobile Yes Yes No No
Switzerland GA Mobile Yes Yes No No
United Kingdom GA Local Yes No No No
United Kingdom GA Mobile Yes Yes No No
United States GA Local Yes Yes Yes No
United States GA Toll-Free Yes No No No