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. We’re very sorry to hear about the situation you described and understand how concerning it must have felt. Please note that we identified suspicious activity on your account in a timely manner and took the necessary steps to prevent further issues while also sharing the mitigation measures with you. We found that 2-Factor Authentication (2FA) was not enabled on the account during the incident, which unfortunately made it easier for the suspicious activity to occur. To help strengthen security, we make 2FA available and always recommend that account owners enable it for an added layer of protection. We strongly recommend enabling 2FA on any digital platform, including Omnisend, to add an essential layer of protection. The security of our customers remains a top priority, and we will continue enhancing safeguards to help protect accounts.

Thank you for taking the time to share your experience. We’re truly sorry to hear that your first steps with Omnisend left you feeling disappointed, especially after the effort you put into setting things up. To clarify, the feature being retired is our built-in Product Reviews tool, not the ability to send review request emails. You can still fully use integrations like Stamped (and others such as Yotpo) to continue requesting and collecting customer reviews without any interruption. We understand how crucial reviews are for growing a store, and we’ll always support integrations that make this possible. Regarding templates, our goal is to provide a balance of ready-to-use options and customization flexibility. We’d love to better understand what felt limiting for you so that we can improve. Your feedback helps guide our product development, and we genuinely appreciate you bringing these points up. While we regret that your experience didn’t match your expectations, we hope to earn back your trust and show you the value Omnisend can bring to your store. If you’d like to continue the conversation, our team is here to help and make sure you get the setup that works best for your business.

Thank you for taking the time to share your experience, and we’re truly sorry for the frustration and delays you’ve faced. We understand how critical accurate customer data and automations are for your business, and we deeply regret the inconvenience this has caused. Please rest assured that your case has been prioritized and is currently under review by our development team. Additionally, one of our senior specialists has already reached out to you directly to follow up more closely and ensure you receive timely updates as we work toward a resolution. Your feedback is invaluable, and we’re committed to resolving this for you as quickly as possible.

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.

We’re sorry to hear about your experience. While we understand your frustration, please know that your account was suspended following a violation of our Terms of Use, which all users agree to upon registration. As per those terms, accounts suspended for violations are not eligible for refunds, including any unused credits. We take platform integrity seriously and apply these policies consistently to protect all users. If you have any remaining questions, feel free to reach out to our support team directly.

We're sorry to hear about this situation. At this time, we haven’t received any direct communication from the verified account owner, but our support team is fully prepared to assist as soon as we do. If the account has been compromised, it may be due to factors outside of our app. Please know that we take security extremely seriously and are ready to cooperate fully in investigating the issue. To move forward, we kindly ask the verified account owner to contact us directly at [email protected]. Thank you for bringing this to our attention — we're committed to resolving it as quickly as possible.

Thanks for sharing your feedback! We’re sorry to hear that Omnisend didn’t meet your expectations. However, we’d like to clarify that we do, in fact, offer a dynamic discounts feature. Our system automatically generates unique discount codes for each customer, applies them at checkout with a single click, and even allows for reusing or refreshing the code throughout multiple emails in an automation — whichever fits your strategy best. Our support team has already provided a detailed explanation of how dynamic discounts work in Omnisend, along with the various ways you can effectively use them. We hope this has addressed your concerns and made it clear that Omnisend fully supports both dynamic and custom discounts to fit different marketing needs. Additionally, our senior support specialist has reached out to you to offer further clarification and ensure you’re making the most of Omnisend. If you have any further questions, we've got your back!

We truly appreciate you taking the time to share your experience. We completely understand how frustrating and disappointing this situation must have been for you. We never want our customers to feel that they’ve lost value, and I’d love to clarify what happened here. The SMS credits in your account were tied to your Pro plan subscription, meaning they were available as part of that plan's benefits. When a Pro plan is downgraded to Standard or Free (as in your case), the associated features — including SMS credits — are no longer accessible. We strive to make this clear by outlining that features such as unlimited emails, advanced reporting, and SMS credits are only available while the Pro plan is active. To clarify further, your Pro plan was renewed on February 6th, and since the subscription lasts for 30 days, it expired on March 8th. As of that date, your Pro plan benefits, including the free SMS credits associated with the plan, also expired, meaning they were no longer available for use. Regarding your SMS credits, the rollover applies only to the previous month’s balance, and SMS credits expire after 60 days. This means that while we can restore some of the unused credits from February if you decide to re-upgrade, credits from January have now expired and cannot be reinstated. Our senior support specialist has provided as much flexibility as possible within the system’s limitations and has thoroughly explained the reasoning behind these policies. We understand that this may not have been expected, and we regret any confusion. We’re always working to improve clarity around plan changes and credit usage, and we appreciate your feedback as we continue to refine our processes.

Thank you for sharing your experience with us, and I'm really sorry to hear about the challenges you've faced with spambots. As our support team clarified, the spambots were created in Shopify first, and that's what led to the unexpected increase in contacts on Omnisend. It’s important to note that this is something we’ve seen in other stores as well, and we are more than happy to help resolve it. We appreciate you taking the time to clean up your audience, and we’re confident that your current list now reflects only your genuine contacts. After calculating the overcharges from the last couple of months, our senior support specialist has informed you about the steps we’ve taken to correct the issue. To prevent this from happening again, we strongly recommend reaching out to Shopify’s support team. They’ll be able to pinpoint the source of the issue and help you implement safeguards like double opt-in and reCAPTCHA. Thank you again for your patience, and we're here if you need any further assistance.

Thank you for sharing your experience. We’re sorry to hear that our support didn’t meet your expectations — we always strive to provide timely and helpful assistance. Regarding the issue with the pop-up form, we’ve reviewed it and found that the form itself is working correctly, but custom CSS rules on your website were unintentionally hiding the background. In this case, a specific design rule using '!important' was overriding standard settings, which is generally not recommended as it can prevent certain elements from displaying as expected. Since these settings are controlled by the website, adjustments need to be made directly in the site's code. A web developer or your theme support team would typically be the best resource for this, and we’re glad to see that the issue has since been resolved. While we understand this wasn’t the ideal experience, rest assured that we did everything we could from our side to assist. If there’s anything else we can clarify or help with, please don’t hesitate to reach out.

We’re truly sorry to hear about your frustration in reaching our support team. While Omnibot is designed to streamline support and connect customers with the right resources, it looks like your request wasn’t escalated as it should have been due to a technical issue. That’s on us, and we deeply regret that your experience didn’t meet expectations. We’ve reviewed your case and haven’t encountered similar issues with Omnibot before, so your feedback is incredibly valuable in helping us prevent this from happening in the future. We appreciate you bringing it to our attention. To make things right, our senior support specialist has reached out to you directly to address your pricing concerns and explore a subscription model that better aligns with your customer count. We want to ensure you're getting the best value, and we’re here to work with you on a solution that fits your needs. Thanks again for your feedback — it helps us improve, and we hope to regain your trust.

We’re truly sorry to hear that the support we provided fell short of your expectations. We sincerely apologize for the inconvenience caused by the slight delay in delivering your emails. We understand how critical timely communication is, and we deeply regret any impact this may have had on your campaigns. Please rest assured that the issue was resolved the same day, after a few hours. Following up on the matter, our senior support specialist reached out to offer further assistance and ensure everything was fully addressed. We are continually working to improve and will take steps to prevent such situations from occurring in the future. If you have any questions or concerns, please don’t hesitate to reach out. Your feedback is incredibly important to us, and we are committed to earning back your trust and improving your experience with Omnisend.

Thank you for sharing your concerns with us. We truly value your feedback and would like to provide some clarity regarding how our quarterly plans work and address your billing inquiry. The quarterly plan you initially subscribed to was a one-time offer that included a 30% discount. Once the 3-month period ended, your account automatically transitioned to a monthly plan based on your contact tier, as the quarterly discount is no longer active. When you first upgraded, your contact tier allowed up to 4,500 billable contacts, which was priced at $75/month under the discounted quarterly plan. However, we noticed your billable contacts have now increased to 4,510, which has placed your account into the $80/month tier. This change, combined with the shift to a monthly plan, explains the difference in your most recent charge. Our senior billing specialist has already reached out to you to provide a more detailed explanation and offer a personalized plan based on your needs. Please check your in-app messages or email for further details. We appreciate your understanding, and we’re here to assist you further if you have any additional questions or need further clarification.

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.

Thank you for taking the time to share your experience with us, and I’m truly sorry to hear that it fell short of your expectations. I understand how frustrating it must have been to discover the Omnisend logo on your sign-up popup and to feel that our response didn’t fully address your concerns. That’s not the experience we aim to provide, and your feedback helps us improve. The Omnisend logo appears on forms and emails within the Free plan as part of a balance that allows us to provide powerful tools at no cost. With the Free plan, we offer a suite of advanced marketing features – including automations, forms, product reviews, integrations, SMS and push notifications channels, as well as live chat support available 24/7, 365 days a year – all of which can be explored without a paid subscription. Having our logo on communications created within the Free plan helps us keep it accessible and free, while also allowing businesses to use many of the same capabilities found in paid plans. This way, we can continue supporting businesses of all sizes, including those just starting out, while also offering a seamless upgrade path that removes the logo for those ready to access even more premium features. I’m sorry to hear that our first response missed the mark; that’s certainly not the standard of support we aim to deliver. As we approach Black Friday and Cyber Monday, our response times might be a tiny bit longer than usual, but please rest assured that we’re doing our best to assist everyone as quickly as possible. If there’s anything we can still clarify or assist you with, please let us know – we’d love the chance to make it right. Thank you again for helping us improve, and we wish you all the best with your email marketing journey.

Thank you for taking the time to share your feedback. We understand your concerns, and I want to let you know that our senior customer support specialist has already reached out to you via email with a detailed breakdown of your charges and an explanation of the pricing increase. To provide a more general overview, our billing system works based on the size of your audience. Each billing cycle, we calculate the number of subscribers and non-subscribers you have, which places you in a specific pricing tier. As your contact list grows, this requires more email credits, which is reflected in your subscription cost. It’s actually a good sign for your business that your contact base has increased, but we understand that rising costs can be concerning. If you’d like to reduce your fee, we recommend cleaning your list by removing inactive or old contacts who aren’t engaging with your emails. Segmenting your audience can help lower costs, and you can follow these instructions to do so: https://support.omnisend.com/en/articles/1061868-segmenting-inactive-contacts. We hope this helps clarify the situation, and if you have any further questions, feel free to reply to the email we've sent to you. We will be happy to further clarify any concerns you might have. We’re here to help ensure that you’re getting the best value from our service.

Hello there, Hello, I’m truly sorry to hear about the challenges you’ve faced and the frustration it’s caused. We understand how important it is for our customers to have a smooth experience. I want to assure you that a senior representative reached out to you previously to confirm the account deletion and provided details about the charges. Additionally, the refund you requested was processed 21 days ago. If you’re still encountering issues or have further concerns, please review the email from our senior agent. Your feedback is important to us, and we’re here to help resolve any remaining issues. Thank you for your understanding and patience.

Hello there, Thank you for sharing your feedback. We apologize for any confusion and frustration you’ve experienced regarding our pricing structure. Our billing system is designed to be transparent and fair, charging based on the number of subscribers and non-subscribers in your audience. A senior agent has already reached out to address your concerns and provide clarification. Please respond to their email so we can assist you further and resolve any issues. We appreciate your patience and understanding as we work to improve your experience with our service.

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.