Omnisend Email Marketing & SMS

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.

Making the switch can be a big decision, and we’re so glad Omnisend has been the right fit for you! A platform that’s intuitive and a support team that’s got your back — that’s exactly what we aim for. Thanks for choosing us to power your email marketing efforts!

Greatest Email/SMS marketing tool to date? Now that’s a title we’ll wear with pride! We’re so glad Omnisend is making your Shopify journey smooth and effective right from the start. Patrick, thanks for the love — we’re excited to be part of your Black Heart Tees Clothing success story! 🚀

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.

Omnisend isn’t for the faint of heart? We’ll take that as a compliment! Our platform is packed with powerful features, and we know that navigating all that potential can take some time — but that’s exactly why our support team is always here to help. We’re so glad our team guided you through the setup, found solutions that worked for your unique needs, and followed up to make sure everything was on track. That’s the level of support we believe every business — big or small — deserves! We hear you on pricing, and we truly appreciate your commitment. It means the world to us that you’re growing with Omnisend, and we’re excited to see how you make the most of all the features at your fingertips!

Spectacular transitions and fewer apps cluttering your store? Now that’s what we love to hear! 🚀 We’re thrilled that Omnisend is streamlining your workflow and making things easier. And of course, our customer service team will be so happy to hear they made a difference! Thanks for the fantastic feedback!

Accidentally deleting a huge part of your email contacts? 😱 Talk about a heart-stopping moment! We’re so relieved we could help recover them — and Chaymae will be thrilled to know she made a difference! Huge thanks for your kind words, and here’s to smooth sailing (and fewer accidental deletes) from here on out!

Burak and Didem, take a bow! We’re beyond happy to hear that our support team made your setup process smooth and stress-free. Helping you get started (even before you’re fully onboarded) is exactly what we’re here for! We can’t wait for you to explore more of Omnisend, and we’ll be right here whenever you need us. Thanks for the amazing shoutout — your kind words truly made our day! 🚀

This review may be silent, but those 5 stars are loud and clear! ⭐⭐⭐⭐⭐ Thanks for the love — we appreciate you!

Saleh, coming in clutch with quick thinking and a great solution! 🚀 We love hearing that he made your experience smooth and stress-free. Thanks for the awesome feedback — so glad you're enjoying the app!

Johnny didn’t just help — he tremendously helped! 🚀 Thanks for your awesome feedback — we truly appreciate it!

Make sure everything is working before leaving the conversation. That’s the kind of care we love to provide! 😊 Dilara will be so happy to hear this. Thanks for sharing your experience — we truly appreciate it!

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.

Didem delivering fast and awesome support — just what we love to hear! 🚀 We’ll make sure she sees this shoutout. Thanks for the kind words!

If there were an award for best support combo — patience, kindness & efficiency — Chaymae would be taking home the gold! 🏅 Thanks for the kind words, we truly appreciate it!

Great app + great support = happy customers! 🎉 We love that Maria made a difference for you. Thanks for the shoutout!

Hearing that you’re ‘very happy’ makes us very happy! 😊 Our support team will be thrilled to know they made a difference. Thanks for the kind words!

If speed and helpfulness were an Olympic sport, we think Mariia would be taking home the gold! 🏅 So glad she could get everything sorted for you quickly. Thanks for the awesome review!

Thank you for sharing your experience. We’re sorry to hear about the issue you encountered with the signup form. Our senior support specialist has thoroughly investigated this and confirmed that the Omnisend app has been uninstalled, the form status is disabled, and there are no remaining Omnisend snippets in your store's code. We've also checked your website directly and did not find any ongoing connection to Omnisend (we've sent you screenshots confirming these findings via email). Given that uninstalling Omnisend automatically disconnects it from your store, our forms can no longer appear there. It’s possible that the signup form you’re seeing is coming from another platform or is being displayed due to browser cookies or cache. We’d be happy to assist you further in pinpointing the source of this form to ensure everything is working smoothly on your end. Your experience matters to us. If there's anything else we can do to make things right, we're just an email away!

Emna, take a bow! 🎉 We love hearing how helpful she was — sounds like she deserves an A+ for top-tier support! Thanks for sharing your experience, and know that we’re always here whenever you need a hand. 😊