Omnisend Email Marketing & SMS

Thank you for taking the time to share your experience and for flagging your concerns. We understand how frustrating it can feel when pricing doesn’t match your expectations, especially if it seems unclear at the start. We want to clarify that Omnisend does not charge a flat mandatory $500 monthly fee just to keep an account active. Our pricing is based on the selected plan tier and usage, including contact count and optional add-ons such as SMS. From what we can see, you were using a plan subscription alongside additional SMS credits purchased separately. While this setup is available, it is not always the most cost-effective option, and we understand how this could lead to higher-than-expected charges if not optimized. After reviewing your account, we found that your charges have remained consistent throughout your billing cycle, with no unexpected increases. That said, we genuinely want to help clarify any confusion and make sure your plan works for your business. Our support team has reached out to you directly to review your billing in detail and explore options to optimize your pricing setup based on your actual usage.

Thank you for sharing this feedback. We understand how discouraging it is to put significant time into setting up automations and forms and then run into issues with them not appearing on your site. We’re sorry to hear that the support experience didn’t meet your expectations. When forms or popups don’t display, it’s typically related to how the required storefront script is loading on the live site, or how and where the embed is placed within the theme. Depending on a theme’s structure or customizations, code that looks correctly added in the editor may not render on the published storefront in the same way. This is a common Shopify behavior and doesn’t indicate misuse or error, but it does impact whether forms can load and display. Because of Shopify’s permissions, our support can’t directly access or modify a merchant’s theme files. When the necessary snippet or embed placement can’t be detected from the live storefront, the only path forward is to guide placement at the theme level so it loads site-wide, then continue validating from there. We understand how this can feel like slow progress when you’re actively trying to move quickly and launch. We want to reassure you that our goal is to help move things forward, not deflect responsibility. A senior specialist is currently involved and continuing the troubleshooting with you to reach a clear resolution. If you’re open to continuing, we’re here to support you every step of the way.

Thank you for taking the time to share your experience. We understand how disappointing it can be when the pricing you expected doesn’t align with what you see when reviewing available plan options. To clarify, the $16 plan shown on the Shopify App Store is a starting price and applies to stores with up to 500 contacts, including 6,000 email sends to that audience. As the size of an account’s contact list increases, pricing adjusts automatically to the corresponding tier to support that audience size. (https://www.omnisend.com/pricing) Omnisend pricing is based on the number of contacts rather than only the number of emails sent. Even if email volume is low, supporting a large audience still involves deliverability, compliance, and infrastructure costs, which is why we do not currently offer a purely pay-per-email model, though this feedback has been shared internally. We recognize that this pricing structure can feel misleading when the audience-size limits are not immediately clear, and we appreciate you calling this out. Our team is actively reviewing how this information is presented to make expectations clearer upfront. If you decide to review your options or need support at any point, our team is here for you.

Thank you for taking the time to share your experience. We’re sorry to hear how frustrating the setup process felt and appreciate the opportunity to clarify the points you raised. Regarding domain validation, we can see that your domain was successfully validated. When multiple tools attempt to use the same DNS records, conflicts can occur, but once the records are aligned, validation completes as expected. Regarding pricing, Omnisend plans are based on the total number of contacts in the account, not just the number of emails sent. This is outlined on our pricing page and helps support deliverability, automation features, and overall platform usage, though we understand it may feel different compared to other tools. About the delivery rate, our logs show that the majority of failed deliveries were hard bounces caused by recipient mailboxes that were unavailable, non existing, or full. This points to list quality rather than a sending issue on our side. Omnisend attempts delivery to the addresses provided, and we surface bounce data transparently so customers can address underlying list problems. In automated workflows, this is often linked to invalid signups or bot activity, which is why our team recommended adding additional protections like CAPTCHA or more advanced bot prevention. Our team provided concrete steps designed to improve deliverability, and the recommendation to review Shopify was simply part of eliminating any external factors that may affect data being sent to email tools. While this process can be frustrating, it’s intended to quickly narrow down the true source of the issue. We’re always happy to continue the investigation or review your setup again, and our support team remains available to support your business and help you achieve better results.

Thank you for taking the time to share your experience. We’re sorry to hear that it felt so frustrating, and we understand how disappointing it can be when expectations are not met. We want to clarify that our Terms of Service state that paid charges are non-refundable once processed. This policy is in place to keep billing consistent and transparent for all customers. That said, we recognize that every situation is unique, and concerns are reviewed on a case-by-case basis rather than dismissed outright. In this case, a senior support specialist has already reached out to you directly regarding your account to make sure your concerns are properly reviewed and explained. We are unable to discuss account-specific outcomes publicly, but please know your feedback has been seen and taken seriously. Should you decide to keep working with us, we remain ready to support your business every step of the way.

Thank you for sharing your experience and for being open about how frustrating this felt. We’re sorry to hear that the onboarding process didn’t meet your expectations, especially after being referred to us. We want to clarify what happened with the SMS setup. Promotional SMS messages to UAE numbers require a registered Sender ID, which is a government requirement. This registration process is handled by the local SMS provider and requires very specific documentation. In your case, the initial submission was missing required details, which led to follow-up requests and unavoidable back and forth before the provider could proceed with verification. We understand how this can feel like unnecessary delays, particularly when timing and revenue are critical. While we guided the process and kept you informed, the approval timeline and requirements are ultimately controlled by the SMS provider and local regulations, not by our platform. That said, your feedback about the onboarding and support experience is important to us, and we’ll be using it to improve how we set expectations and guide customers through regulated SMS setups like this. If you’re open to continuing the onboarding, our team is here to help and happy to support you further.

Thank you for taking the time to share your experience. We’re sorry to hear that your initial setup felt frustrating and that the experience did not meet your expectations. We understand how discouraging it can be when testing does not behave as expected, especially during early setup. In some cases, issues can arise from how certain Shopify features or third party apps interact with automations, which can make things feel buggy even though the core platform is working as intended. Our team aims to identify these edge cases and guide customers toward a stable setup. We appreciate you raising concerns about the support experience as well. Providing clear and knowledgeable guidance is important to us, and your feedback helps us improve how we support customers during more complex setups. While this setup may not have been the right fit for your specific use case, we’re grateful that you gave Omnisend a try and shared your perspective. If you ever revisit us in the future or need clarification on anything discussed, we’re one message away.

Thank you for taking the time to share your experience. We sincerely apologize for the frustration this situation has caused. We fully understand how important it is to be able to send campaigns without disruption, and we’re truly sorry for the inconvenience and for any misunderstandings that may have occurred during the troubleshooting process. We never intend to place blame, and we genuinely appreciate the time you spent testing across different devices and browsers. Based on our investigation, we were not able to reproduce the issue on our side, nor did we receive similar reports from other customers, which leads us to believe this may have been an isolated case. That said, we recognize how disruptive this was for you, and we’re sorry it impacted your experience. Regarding the concerns you raised about billing, our senior support specialist has reached out to you directly to continue the conversation and make sure everything is reviewed thoroughly. While we cannot discuss account-specific outcomes publicly, please rest assured that every case is evaluated carefully and in accordance with our policies. If you would still like us to continue investigating the root cause of the issue or provide further clarity on what may have happened, our team remains fully available and ready to assist.

Thank you for taking the time to share your experience with us. We’re sorry to hear that the SMS estimate shown during signup felt misleading — we understand how disappointing that must have been. When you upgrade to the Pro plan, you receive monthly SMS credits equal to the price of your plan. The number of SMS messages shown during signup is always an estimate because actual SMS costs vary by country and by message length. This means the system can’t display a guaranteed fixed number, only an approximate value. In your case, you did receive your full monthly SMS allowance. The credits were used more quickly because SMS messages sent to the UK are more expensive compared to the U.S. rate used for estimation, which reduces the total number of messages that can be sent with the same credit amount. To help clarify this during signup, the plan page includes an information (“i”) icon next to the estimate, noting that the actual number of SMS may differ based on recipient country pricing. Still, we understand how this could have been confusing, and we appreciate you bringing it to our attention. We will be using your feedback to improve the clarity of our signup process — especially around how SMS estimates are communicated — to ensure this information is even clearer for future users.

Thank you for taking the time to share your feedback. We’re very sorry to hear that our pricing information felt unclear — we understand how frustrating that can be when comparing plans and getting started. On our Shopify listing, we indicate that the Standard plan starts at $16 and the Pro plan starts at $59, which is also reflected in the screenshots you shared with our support team. These starting prices apply to stores with smaller contact lists — up to 500 contacts on Standard and 2,500 contacts on Pro. During the signup process, the pricing adjusts based on the size of your audience. Since your contact list is significantly larger, the system automatically displays the plan tier that matches your sending needs. As your audience grows, the cost of email marketing increases accordingly — which is a positive sign of business growth, but we know it can also be unexpected if you’re seeing the adjusted price for the first time. If you noticed any inconsistency or something that doesn’t match what’s shown on Shopify, we’d be grateful if you could share the link or screenshots with us so we can review it right away. Transparency in pricing is very important to us, and we want to ensure everything is clear and accurate. Our support team has also followed up with you directly to further clarify how our pricing scales and to answer any additional questions you may have.

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand how frustrating this situation must have felt. At Omnisend, we take compliance with our Anti-Spam Policy very seriously to ensure that all users operate in line with industry standards and regulations. This is a key part of maintaining a safe and effective email marketing environment for everyone. When an account is found to be in violation of this policy, our Compliance team is required to take action, which may include suspending the account. While we’re unable to share specific details about individual evaluations, we hope that reviewing our Anti-Spam Policy provides more clarity on how these decisions are made and why they’re necessary. You can find our Anti-Spam Policy here: https://www.omnisend.com/anti-spam/

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.

We're sorry to hear that your experience didn’t go as expected. Your feedback matters, and we’re grateful you brought this to our attention. We reviewed the issues you encountered — the discount link not applying correctly at checkout and the segment not syncing from Shopify to Omnisend. Our team did investigate both, but unfortunately couldn’t fully resolve them without additional context, such as a screen recording or example contact. We understand how that back-and-forth may have felt frustrating, and we sincerely apologize if our support fell short of your expectations. We’d still really like the chance to make this right. If you’re open to it, we’re standing by to re-open these cases and dig in deeper with the right info — no formality, just real help.

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.

Hi there, We’re sorry to hear about your experience. Please know that our Support team escalated your case twice for a full review with our Compliance team, but after careful consideration, the suspension decision remained unchanged. As noted in our Terms of Service, we reserve the right not to disclose details of the review process. However, we want to assure you that the decision was made thoughtfully and in line with our policies designed to maintain a safe environment for all users. We’re sorry we couldn’t meet your expectations this time and wish you the best with your future email marketing efforts.