Log in to your Text2reach account and in the navigation panel on the left click SUB-USERS > ADD USER (if this section is not visible, please contact our customer support team at [email protected]). Enter the new user's email address in the LOGIN field. If the new user will set their own password, tick INVITE. You can also set a password immediately in the PASSWORD field or generate one automatically. Select the default country code for phone numbers, the default sender ID, the language, and assign the required permissions. If no password was set, the new user will receive an invitation email with instructions on how to set their password and access their account.

Log in to your Text2reach account and in the navigation panel on the left click SUB-USERS. Find the user in question and delete them using the red button on the right side of the row. Confirm the deletion and the user becomes deactivated.

Go to SETTINGS > SECURITY. Enter your existing password in the CURRENT PASSWORD field. Enter the new password and repeat it. The password must contain at least 8 characters, including at least one uppercase letter, one lowercase letter, one number and one special character.

Go to SETTINGS > SECURITY > TWO-FACTOR AUTHENTICATION. Enter your current password. Using an authenticator app (Google Authenticator, Microsoft Authenticator, 1Password and similar), scan the QR code shown on screen. Save the backup codes displayed below in a safe place outside your phone. They are the only way to access your account if you lose access to the app. Enter the six-digit code generated by the app to confirm that the configuration is correct.

To switch to postpaid billing, please contact our customer support team at [email protected]. Postpaid status is granted once a mutual agreement has been signed. Our team will contact you during business hours from 9:00 to 17:00 regarding the agreement and the contact details required.

You can view your current account credit limit under SETTINGS> PROFILE. Limits are set individually by mutual agreement. If you would like to increase your daily or monthly limit, contact our customer support team at [email protected].

The credit limit is an account safety mechanism. It caps the maximum amount that can be spent within a given period, protecting you from unexpectedly large costs in case of account misuse or a technical error.

Example: an employee's email account is compromised and used to log in to the web platform. Overnight, fraudsters begin sending thousands of messages to international numbers where the cost per message is many times higher than in Latvia. Once the daily credit limit is reached, sending is automatically stopped — the loss does not exceed the limit instead of growing to several thousand euros.

Go to SETTINGS > BILLING. You can change the company name, phone number, registration number, VAT number, address, bank details and billing information.

The sender ID is the name of the message sender that the recipient sees in the sender field of the received message.

Requirements for a sender ID:

• Length: 3-11 characters
• Content: only your own brand or company name is allowed
• Generic names not tied to a specific brand are not permitted - for example INFO, SMS, SALE, PROMO

Special characters: these are allowed in the Baltic states, but in other countries mobile operators may not support or accept them.

A new user can change the sender ID after the first top-up of at least EUR 5 has been made to the Text2reach account.

You can change or add a sender ID under SEND, either by clicking the plus to add a new one or by selecting an existing one from the list.

To check in which countries legislation and regulators require sender ID registration, go to PRICES > SENDER ID. Find the country you are interested in and review the conditions for sending messages to numbers in that country. If sender ID registration is required, please contact our customer support at [email protected] and specify the country or countries where registration is needed.

In several countries, mobile operators or regulators have introduced mandatory sender ID registration to reduce fraud and prevent unauthorised parties from impersonating banks, public authorities or other brands. In these countries, unregistered sender IDs may be blocked or replaced with a different sender identifier. Requirements, the registration process and timelines differ by country. Registration usually takes from a few days to several weeks depending on the country. In some cases additional documents may be required, such as a company registration certificate, a letter of authorisation or proof of brand ownership.

To find out the requirements, registration timeline and total cost for a specific country, please write to [email protected]. Before that, we recommend reviewing the information under PRICES > SENDER ID.

How a sender ID is displayed in the destination country is determined by local mobile operators, and in some cases the sender ID may be replaced with a different identifier.

The most common reasons:

• Alphanumeric sender IDs are not allowed in the country. For example, in the USA, Canada and China messages are delivered from a numeric sender ID (a number) rather than a name.
• The sender ID is not registered in a country where registration is mandatory. In this case the operator may replace it with a generic name or a phone number.
• The operator's internal policy. Some operators replace sender IDs for certain message categories or campaigns.

If the sender ID is replaced in a country where it is registered, please contact our support team at [email protected], providing the recipient's phone number and the time the message was sent. This will help us check the specific delivery case faster.

Yes. An account can have several sender IDs — for example, separate ones for different brands, products or countries.

Each sender ID must meet the same requirements: 3–11 characters and a connection to your brand. In countries with mandatory registration, each sender ID must be registered separately and a fee applies to each one.

A single standard message can contain up to 160 characters (GSM-7 encoding, standard Latin letters and punctuation only). If the text uses special characters (for example Latvian letters with diacritics, Cyrillic letters, an em dash and similar), Unicode encoding is used and a single message can then contain up to 70 characters (each subsequent part up to 63 characters). Longer messages are automatically split into several parts. You are charged per SMS part, although the recipient receives it as a single message.

The phone number must be entered in international format — country code first, followed by the phone number, without spaces, dashes or brackets. The system removes the + sign before the recipient's number automatically. If no country code is given, the system automatically adds the default country code set in your account settings (SETTINGS > GENERAL INFORMATION > DEFAULT PHONE NUMBER COUNTRY CODE). For this reason, always include the relevant country code when sending messages abroad.

Examples:

• Latvia - 37120123456
• Estonia - 3725123456
• Netherlands - 31612345678
• France - 33612345678
• Italy - 393401234567
• United Kingdom - 447700900123
• USA - 13476989991
• Poland - 48512345678

SMS messages can be encoded in different ways, and the use of diacritics, special characters and emoji can change the encoding of a message and therefore the maximum number of characters in a single SMS.

If the message uses only GSM-7 standard characters — Latin letters without diacritics, numbers and standard punctuation — a single SMS can hold up to 160 characters.

If the message contains even one diacritic, for example ā, č, ē, ģ, ī, ķ, ļ, ņ, š, ū, ž, or any other character outside the GSM-7 standard, the message may be encoded in Unicode. In that case a single SMS holds up to 70 characters. If the message is split into several parts, each subsequent part holds up to 67 characters. Each SMS part sent is charged separately.

Example: a 150-character message without diacritics can fit into one SMS, whereas a message of the same length with diacritics may be split into several SMS parts, increasing the cost.

Depending on the specific character and operator support, emoji may not be displayed on the recipient's device.

In the web panel under SEND, below the message input field, you can see both the number of characters used and the number of SMS parts. This lets you check how the message will be split and what it will cost before sending it.

Important: to prevent accidentally sending diacritics, special characters or long messages and incurring unexpected costs, additional settings can be enabled in the web panel before sending:

• Allow diacritics and special characters
• Allow concatenated messages (up to 7 parts)

These settings let the user make a deliberate choice about whether to allow messages with diacritics and special characters, as well as multi-part messages.

Yes. Before sending a campaign, we recommend sending a message to your own number to check the sender ID, how the text appears on the recipient's phone, whether links work and whether personalisation variables are replaced correctly.

A test message is charged the same as any other message.

It is particularly worth testing messages that contain diacritics or links.

Under SEND, after entering the text, click the TEST SMS button below, enter a test number in the TEST PHONE NUMBER field and click SEND TEST SMS. Wait for the message on your device and check its content.

Messages may only be sent to recipients who have given their consent to receive them. Obtaining consent and being able to prove it is the sender's responsibility.

Prohibited content:

• messages sent without the recipient's consent;
• fraudulent messages and impersonation of another company, brand or institution;
• advertising of gambling, adult content, narcotic substances and other products or services restricted or prohibited by law.

An opt-out is mandatory for commercial and marketing messages. This can be provided with a short note at the end of the message telling the recipient how to unsubscribe from further messages.

For informational and transactional messages - for example an order confirmation, a delivery notification or a one-time authentication code - an opt-out note is generally not required.

These principles apply to Latvia and other European Union countries. Outside the EU, requirements may differ significantly. Content that is permitted in the European Union may be restricted or entirely prohibited elsewhere. In some countries foreign senders may be prohibited from sending advertising messages, prior sender ID registration may be required, or specific requirements may apply to the opt-out format and to sending hours.

Important: before your first campaign to a new country, we invite you to contact [email protected]. We can review the planned content and sender ID and advise whether prior registration is required in that country or whether additional requirements apply.

Yes. Sending speed depends on the specific operator and destination country. Messages are passed to operators at a set rate, so large campaigns are sent out gradually rather than all at once.

Large campaigns - for example sending to several thousand recipients - may be processed in stages, and the total sending time can vary depending on the campaign size, destination and operator capacity.

If you are planning a large send with a specific delivery window, we recommend arranging it with our support team in advance by writing to [email protected].

Message text can be personalised using variable fields available under SEND, in the message text input field. The available variable fields are first name, last name, salutation, unsubscribe link, and automatic generation of an individual PIN code.

When you insert a variable field into the message text, each recipient receives an individually tailored message with the information relevant to them.

Important: if the message uses the First name, Last name or Salutation variables, that information must be included in the contact group and uploaded together with the contact data.

If you use an alphanumeric sender ID - for example your brand name - the recipient cannot reply to the message. Such a sender ID is only a name, not a number, so there is nowhere for a reply to go. To receive replies, you need a two-way number. In that case the message appears to the recipient as coming from a number assigned to you, and they can reply to it like any other SMS.

Replies received are visible under REPORTS > SMS MO, where you can see the sender's number, the reply text and the time it was received. Replies can also be passed to your own system automatically via the API by specifying the URL where you want to receive reply messages. https://www.text2reach.com/en/2way-sms-api-documentation/

To activate a two-way number, please contact our customer support at [email protected]

Use of a two-way communication number is a paid service.

Go to SEND and add contacts from a file, manually, or as a contact group. Prepare the message text. Send a test SMS to your own device. Check the content. If the test is successful, select LATER. Set the date and time for the campaign to be sent. Click SEND. Your campaign will be sent at the specified time.

To cancel a scheduled campaign, go to REPORTS, select the campaign in question and click the CANCEL button in the bottom left corner of the screen.

Go to CONTACTS, enter a name for the contact group and click CREATE. The new contact group will appear in the list. Click on it and add contacts — one by one, by pasting copied recipient numbers, or from a file.

The following file formats are accepted for contact uploads: .csv, .txt, .xls and .xlsx. The maximum file size is 2 MB. Depending on the information you want to use, the phone number, first name, last name and salutation must be placed in separate data columns. After the file is uploaded, the system will ask you to specify which column contains which information - for example the phone number, first name, last name or salutation. This allows the system to read and use the uploaded contacts correctly.

The blocklist is a list of numbers that messages are never sent to, even if the number is included in a campaign recipient group. It helps you honour unsubscribe requests and avoid messaging recipients who no longer wish to receive messages.

Numbers can be added under CONTACTS > BLOCKED NUMBERS — one by one or by uploading a file. Numbers can also be removed from the list if the recipient has given consent again, by deleting that number's row from the list.

The list is applied automatically when a campaign is sent, and blocked numbers are not charged.

By using the {sms_unsubscribe_link} UNSUBSCRIBE LINK variable field under{sms_unsubscribe_link} SEND, each recipient is sent an individual link in the message text allowing them to unsubscribe from messages from that specific sender ID. When the recipient opens the link and clicks the button, they unsubscribe from receiving messages. The number then appears on the blocklist automatically.

You can review your campaigns and sent messages under REPORTS > SMS MT.

Select a period, users, or search by phone number.

Click on a specific campaign to see message statuses and detailed information about the messages sent.

Click the EXPORT button to get a .csv or .xlsx file for the selected campaigns.

As soon as the report is ready for download you will receive an email, and it will also be available for download under DATA ARCHIVE.

A message can have one of the following statuses:

• Delivered - the message has successfully reached the recipient's device.
• No status / Pending - the message is still being processed. It has been passed on to the operator for delivery, but no final status has been received yet. The status of such messages changes within 24 hours of sending.
• Rejected — sending of the message was rejected (for example an incorrect number, a duplicate message to the same recipient within five minutes, the account credit limit has been reached, or the account settings do not allow sending to numbers in that country).
• Undelivered — the message could not be delivered (the phone has been switched off for an extended period, the recipient's number is incorrect, or the sender ID is not registered for sending to a country where this is mandatory).

Most often the message has ended up in the phone's spam or blocked messages folder. Depending on the device's operating system, Google or iOS may block certain keywords or sender IDs if several recipients have reported messages of that kind as spam.

A practical tip: where possible, include an unsubscribe link in the SMS text. This encourages customers to unsubscribe rather than report the message as unwanted content.

If the problem recurs regularly with specific numbers, contact our customer support at [email protected].

Rejected messages most often occur for the following reasons: an incorrect number, a duplicate message to the same recipient within five minutes, account settings that do not allow sending to numbers in that country, or the account credit limit being reached for a given period - daily or monthly. If the credit limit has been exceeded, please contact our customer support specialists by email at support@text2reach.com or by phone at +371 27885511. Once a specialist has unblocked your account, rejected messages can be resent by going to REPORTS>, opening the campaign in question and clicking> RESEND REJECTED MESSAGES in the bottom left corner.

If messages were not sent - for example because the account was blocked after reaching the credit limit - they can be sent again. Around 5 minutes after the campaign has been sent, open REPORTS > SMS MT and select the campaign containing the rejected messages. In the campaign view, an orange RESEND REJECTED MESSAGES button will be available in the bottom left corner.

Important: rejected messages were not charged previously, so resending them does not result in a double charge.

To protect our customers, sending to numbers in specific countries can be opened or closed on request. For example, if you only plan to send messages to Latvian numbers, any messages sent to numbers in other countries will be rejected and will not be charged.

Example: an employee's Google account is compromised and used to log in to the web platform. Overnight, fraudsters send several thousand messages to international numbers where the cost per message is many times higher than in Latvia. If the account only allows sending to Latvian numbers, all of these messages are rejected and no charge applies.

The status "sent" means the message has been passed to the operator but no delivery confirmation has been received yet. It does not mean that the message has not been delivered.

The most common reasons:

• The recipient's phone is switched off or out of coverage. The operator stores the message and retries delivery for 24 hours.
• The operator returns delivery confirmations with a delay. In some countries these arrive not immediately but after a few minutes or hours.

If the status remains "sent" for more than 26 hours, the final status will no longer change. If this recurs with several messages to a particular country or operator, please contact our customer support at [email protected].

Each message has a validity period — the time during which the operator attempts to deliver it. If the recipient's device is unavailable during this time, the operator retries until the period expires.

The default validity period is 24 hours. After it expires, the message is marked as undelivered and is no longer sent.

If a message has not been delivered or another delivery-related problem has been identified, please write to [email protected] and provide the following information:

• The recipient's phone number
• The exact time the message was sent, including the date and time zone (for example 14.09.2026 at 15:42 EET)
• The Message ID from the campaign report
• The sender ID used
• The message status

If the problem affects several messages, please include several specific examples so that we can carry out a more detailed check.

Important: Operators have a set time limit for investigating message delivery enquiries. After this period, enquiries may no longer be possible to investigate, so we ask you to report delivery problems as soon as you notice them.