In-App & Web Contact Form
Signed-in users can click Contact in the left sidebar (/contact_us_requests/new) to message our team directly with their account context attached, or use our public Contact Us page.
FAQ, Troubleshooting & Support
Find quick answers to common questions about using Rayo SMS, or reach out to our 24/7 support and engineering team.
Account & Verification
Section titled “Account & Verification”Why can’t I send SMS right after signing up?
Section titled “Why can’t I send SMS right after signing up?”Before sending live SMS messages to handsets, your account must meet three requirements:
- Confirmed Company Details: Your submitted billing/company profile must be reviewed and marked as Confirmed.
- Confirmed & Active Sender ID: You must have at least one Sender Identifier that is both Confirmed and Active (
Can Be Used? = Yes). - Available Credits: Your account must have a positive SMS credit balance.
Tip: While waiting for company confirmation or before purchasing credits, you can test both the Web Application and the HTTP API using Simulation Mode (simulateSendFlag), which consumes 0 credits.
How do I update my confirmed Company Details?
Section titled “How do I update my confirmed Company Details?”Once your Company Details have been confirmed, they are locked in the UI to ensure tax and invoicing integrity. To request a change (such as a new address, company name, or VAT detail), submit a request via the in-app Contact form or the Contact Us page.
Messaging & Character Count
Section titled “Messaging & Character Count”Why did my message count as 2 or more credits?
Section titled “Why did my message count as 2 or more credits?”A standard single-part SMS supports up to 160 characters (1 credit). When a message exceeds 160 characters (up to the 1,000-character maximum), it is split into concatenated segments of 153 characters per part (because 7 characters worth of header data are used to reassemble the message on the recipient’s handset). Each 153-character segment consumes 1 credit per recipient. See Character Limits, Encoding & Cost Calculation.
Why can’t I paste more than 500 numbers in the Recipients box?
Section titled “Why can’t I paste more than 500 numbers in the Recipients box?”The manual Recipients text box in the Send Message screen accepts up to 500 mobile numbers per submission. To send a campaign to more than 500 recipients at once, import your numbers into a Contact Group and select that Group when sending.
Why was a message blocked as a duplicate?
Section titled “Why was a message blocked as a duplicate?”To prevent accidental double-sends and protect your credits, Rayo SMS blocks sending the exact same SMS text to the same mobile number within a 6-hour window (has already been sent this message within the last 6 hours). If you need to send another message to the same number within 6 hours, change the message text (for example, by including a unique code, timestamp, or different wording).
Sender Identifiers (Sender IDs)
Section titled “Sender Identifiers (Sender IDs)”Why can’t I delete a Sender ID?
Section titled “Why can’t I delete a Sender ID?”A Sender Identifier can only be deleted if it has never been used to send an SMS. Once a Sender ID has been used in at least one delivery, it cannot be deleted (It can't be deleted because it has been used for SMS delivery in the past) in order to preserve historical delivery audit logs. Click Deactivate instead to hide it from active use. See Managing Sender Identifiers.
Why didn’t my new mobile Sender ID let me create a second one?
Section titled “Why didn’t my new mobile Sender ID let me create a second one?”Only one mobile telephone number Sender Identifier can be in the pending_confirmation state at a time. You must either confirm the pending mobile number using the 5-digit SMS code sent to your phone, or wait 15 minutes for the pending confirmation to expire automatically before registering another mobile number.
Billing & Credits
Section titled “Billing & Credits”Why did I receive slightly fewer credits when paying by card?
Section titled “Why did I receive slightly fewer credits when paying by card?”Online card payments incur payment processor fees, which are deducted as a small credit equivalent (the checkout screen displays the estimated net credits before you complete payment). To receive 100% of your ordered credits with zero processing fees, choose Bank Deposit or Purchase With Credit on the Order Credits page.
Do SMS credits expire?
Section titled “Do SMS credits expire?”Yes. Purchased SMS credits are valid for 1 year (365 days) from the date of purchase. Any credits remaining unused after 365 days are nullified.
Contacting Rayo SMS Support
Section titled “Contacting Rayo SMS Support”24/7 Live Chat & Engineering Support
Our support team is available 24/7 via live chat on our official website. We also provide direct developer-to-developer engineering assistance for custom HTTP API and White-Label integrations.
Legal & Terms of Service
Section titled “Legal & Terms of Service”For complete commercial, privacy, and acceptable-use policies, please review our Terms and Conditions of Service.