How do I resolve daily message limits on my account?

Change your account's SMS sending limits

Removing Regulatory Throttling

You may have received a notice that your daily message sending has been limited to 500 messages a day (per location) and that the ability to send bulk messages manually has been disabled. In these instances, if you wish to send a higher volume of messages, we require additional information about how you gather consent from your message recipients, your intended use cases for sending SMS messages, and links to your privacy policy and terms of service where applicable. 

After you submit your additional documentation, our team will review your submission. Once it's approved, temporary sending limits will be removed from your account. Please allow 1-3 business days after submitting your documentation for the review process.

You can log into the product and get started submitting this information here.

What Evidence and Documentation is Required?

• A description of the process that you utilize to capture customer consent
• The form through which you capture customer consent to be contacted
• If consent is captured verbally, you will need to provide the script that is read to your customers
• Links to your privacy policy and terms of service

Additional Requirements

For your submission to be approved, your consent form must contain the following disclosures:

• A statement of non-sharing of mobile numbers
• A statement on how often messages will be sent
• A disclosure that message and data rates may apply

Why is this Information Needed?

In an effort to protect consumers from unwanted text messages, mobile carriers and The Campaign Registry will suspend a company's ability to send text messages if they observe a high percentage of opt-outs or complaints. 

Additionally, failure to obtain adequate consent from customers before sending text messages could result in a violation of the Telephone Consumer Protection Act (TCPA). TCPA violations can result in fines ranging from $500-$1,500 per text message sent without consent. 

Adjusting Other SMS Sending Limits

All Swell accounts are subject to message volume limits outlined in their subscription agreement.

For most customers, daily use of Swell messaging fits comfortably within these limits. However, if you anticipate a major increase in your message volume or otherwise need to adjust your sending limits, please contact your Client Success representative or our Support team to initiate an update to your purchase agreement.