Support, SMS365

How to reach us

Email [email protected] — this is the fastest way, and the only one we promise a time against.

For anything commercial — quotes, volume pricing, reseller arrangements — write to [email protected] instead.

Hours and response times


Hours	Monday to Friday, 9am–5pm Australian Eastern time (AEST/AEDT), excluding NSW public holidays.
First response	Within one business day of your email arriving.
Messages not sending	Put URGENT in the subject line. We look at these first, including outside the hours above where we can — though outside them we cannot promise a time.

A first response means a human has read it and told you what is happening, not that it is fixed. If something needs longer, we say so and keep you posted rather than going quiet.

We do not currently offer a contractual service-level agreement. If you need one, write to [email protected] and we will talk about it honestly rather than selling you one we cannot keep.

What to send so the first reply is useful

You do not have to do any of this, but when a message is not arriving, these turn one round-trip into none:

The workspace name the send came from.
The message ID, if you have it — it is on the message in the console, and in the API response.
The recipient number, and roughly when you sent it.
What you expected, and what happened instead.

Please do not send us passwords, API keys or one-time codes. We never need them, and we will ask you to rotate anything that reaches us.

Things you can answer yourself, faster

Why a message did not go out. Every message carries its own status and reason in the console, including when a recipient has opted out, a spend cap stopped it, or a number was outside your allowed countries.
What you have spent. The usage and billing pages reconcile to your invoices, line by line.
How to integrate. See Developers for the API, SDKs and webhooks.
Pricing. See Pricing.

Reporting a security problem

If you believe you have found a vulnerability, write to [email protected] before doing anything else and give us a reasonable chance to fix it. We will not pursue anyone who reports in good faith and does not access other people's data. See Terms of Service §17.

Privacy requests

For access, correction, erasure or a privacy complaint, contact our Privacy Officer — the details and what to expect are in Privacy Policy §17.

If you received a text message from a business using SMS365 and want it to stop, use the opt-out link in the message, or reply STOP where the message invites it. To have your details removed altogether, contact the business that messaged you: they decide who is on their list, and we act on their instructions. We will help them act on your request.

Who you are dealing with

SMS365 is operated by Peritus Digital Pty Ltd (ABN 58 675 347 716), in New South Wales, Australia. We operate online, so support and privacy correspondence is by email — see Privacy Policy §17.