This article lists all of the frequently asked questions regarding our SMS charges and how the billing works.
Last Updated: December 2022
On this page:
- How many SMS messages can I send?
- What counts as an SMS message or usage?
- Do I get charged extra if I go over my SMS limit?
- When do I start getting charged for SMS messages?
- How do I track my SMS usage?
- Do I get a notification or warning when I am about to reach my limit?
- Will I get reimbursed for any additional SMS usage if I add a new user after reaching my limit?
- Why is Coviu charging my SMS usage?
- More support options
How many SMS messages can I send?
The number of SMS messages that you can send is dependent on the plan that you have signed up for. If you are unsure about what plan you are on, you can click here to learn more. The table below shows the SMS message limits for all of our latest plans.
| Plan | SMS messages per user (monthly) | SMS messages per user (annually) | Cost per additional SMS message (tax inclusive) |
| Australia | |||
| Essentials | 10 | 120 | $0.15 |
| Standard | 30 | 360 | $0.12 |
| Premium | 60 | 720 | $0.10 |
| Enterprise | By negotiation | By negotiation | Any exceeding this limit will be addressed at contract renewal. |
| United States | |||
| Essentials | 30 | 360 | $0.035 |
| Standard | 90 | 1,080 | $0.030 |
| Premium | 180 | 2,160 | $0.025 |
| Enterprise | By negotiation | By negotiation | Any exceeding this limit will be addressed at contract renewal. |
Note:
- If you are still trialling Coviu, you get 30 SMS messages in total (regardless of how many users are in your account) for the entire trial period; you will not be able to send any more than this.
- If you have chosen the annual billing frequency, the total excess cost per additional SMS message will accumulate over your current billing period and you will be billed at your next billing date or account renewal in the next year. You may reach your limit earlier in the year, depending on your usage.
To calculate the total number of SMS messages that are allocated to your Coviu account (either monthly or annually), you have to multiply the limit numbers above by the number of users in your account.
For example, if you are Australia-based and under our Essentials Monthly plan with 10 users in your account, then the total number of SMS messages that are allocated to your Coviu account is 100 per month.
For example, if you are US-based and under our Standard Annually plan with 5 users in your account, then the total number of SMS messages that are allocated to your Coviu account is 5,400 per year.
What counts as an SMS message or usage?
- SMS alerts for all users sent for the Waiting Area arrivals. A warning about additional costs will be presented to you when enabling this feature. (Only for Standard, Premium or Enterprise plans.)
- SMS invitations to clients or patients to the Waiting Area. (Only for Standard, Premium or Enterprise plans.)
- SMS invitations to clients or patients from within an active call. (Only for Premium or Enterprise plans.)
- SMS confirmations and reminders for Scheduled Sessions. Click here to find out how you can configure your communications. (Only if you have the Scheduled Sessions App installed.)
- SMS confirmations and reminders for Customer Connect bookings. Click here to find out how you can configure your communications. (Only if you have the Customer Connect App installed.)
Do I get charged extra if I go over my SMS limit?
Yes. Any SMS messages that are sent after your limit is reached will incur a per-message cost as shown in the table here. The excess usage costs will accumulate over your current billing period and you will be charged for this at your next billing date or account renewal in the next month or year (depending on your chosen billing frequency).
When do I start getting charged for SMS messages?
After 13 December 2022, your SMS usage will be tracked from the first day of your next billing period. For example, if your monthly plan renews on 1 January 2023, then your SMS usage will be tracked from 1 January 2023 (not before). Another example is if your annual plan renews on 30 June 2023, then your SMS usage will be tracked from 30 June 2023.
Once the SMS usage is tracked, the SMS Usage Tracker will appear and be visible on the Dashboard and Billing & plan > Account Summary page for the Owner and Administrators of the account.
How do I track my SMS usage?
If you are the Owner or Administrator of the account, the SMS Usage Tracker will be visible to you on the Dashboard and Billing & plan > Account Summary page.
For example, if you are Australia-based, under our Essentials Annually plan and have sent 20 messages in your first month, the SMS Usage Tracker will show 20 of 120 (17%) SMS messages used.
The Next Bill total at the top right corner of the Billing & plan > Account Summary page will include additional costs for SMS messages as they accumulate past the limit.
Note:
- The numbers that are shown in the SMS Usage Tracker are updated within the hour.
- The number and cost for additional SMS messages shown under Billing & plan > Account Summary > Next Bill and Account Details are updated on a schedule and it could take up to three days to reflect the correct number and cost.
- If you are still trialling Coviu, the SMS Usage Tracker will not be visible to you as you have a 'hard' limit of 30 SMS messages during your trial period (meaning that you will not be able to send any more SMS messages after this limit is reached).
Do I get a notification or warning when I am about to reach my limit?
No. We do not send any type of notifications or warnings when you are near, have reached or have passed your SMS limit.
If you are the Owner or Administrator of the account, you can view the SMS Usage Tracker on the Dashboard or Billing & plan > Account Summary page, and the colour of the usage bar will change from green to orange and orange to red as you get closer to your SMS limit.
Will I get reimbursed for any additional SMS usage if I add a new user after reaching my limit?
No. The charges that already exist on your account will not be negated if you add new users to your account after reaching your SMS limit. However, your SMS limit will be updated accordingly and this is visible via the SMS Usage Tracker.
Why is Coviu charging my SMS usage?
We have done an analysis of our customers' SMS usage and have provided an allowance that covers most (if not all) of your existing SMS messaging needs. As we provide SMS functionality throughout more areas of the platform, such as being able to provide multiple appointment reminders to both hosts & guests, we need to do this in a way that is scalable for our services.
More support options
You have completed another Coviu help article. You now know about our SMS charges and how the billing works.
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If you still require any assistance, please do not hesitate to get in touch with our friendly Customer Success team using any of the contact methods available here.