I was using this company few years,but their service (http api) turned to be very unreliable,so many sms delivery failed and customer service is the worst one can imagine.After waiting for example a w... See more
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Very poor customer support. They account management is pretty weak. They don't follow up promptly and you get weak support if at all. If you rely on them for running you business, you bette... See more
Company replied
Finally switched to their new platform. Began with campaign manager which you have to click on 4 or 5 times before you can get to it. Have scheduled messages that need to be redone but you are u... See more
Not only is this the most expensive company, (180 USD as "Setup Costs") where other do not charge for this at all. The worst is their lack of service. I was trapped into their confusing service proces... See more
Company replied
Company details
- Telecommunications Service Provider
- Business to Business Service
- e-Commerce Solution Provider
- Software Company
Written by the company
Clickatell is a pioneer in mobile messaging and Chat Commerce innovations. The Clickatell Chat Commerce Platform enables brands to connect, interact and transact with consumers by providing innovative, intuitive conversational commerce journeys through the convenience of messaging, securely and at scale. Global brands use Clickatell’s trusted Chat Commerce Platform to reduce costs while maximizing value and elevating customer experiences across all stages of the consumer lifecycle. Clickatell is headquartered in Silicon Valley, CA, and has offices in Canada, South Africa and Nigeria. Learn more at www.clickatell.com.
Contact info
United States
- support@clickatell.com
- www.clickatell.com
1.4
Bad
91 reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very Satisfied Customer
We’ve been using Clickatell for the past 13 years for SMS delivery to numerous countries.
We’ve found their services to be :
Easy to use
Of high quality
Value for money
We would highly recommend Clickatell for enterprise grade SMS services as well as smaller projects
28 September 2018
Unprompted review
Reply from Clickatell
Hi Clement
Your continued support over the last 13 years means the world to us, and we look forward to many more years of reliable SMS delivery for your business.
Thank you for taking the time to leave us your feedback!
Team Clickatell
Professional service
We use Clickatell everyday and I find their service highly professional.The account Manager I deal with is always very accommodating and is always willing to go the extra mile. I will highly recommend Clickatell. .
28 September 2018
Unprompted review
Reply from Clickatell
Hi Marwaan
We're really grateful that you took time out of your day to leave us your feedback and are also very happy to hear about your positive experience! Both as a team and as individuals, we do try to provide the best possible service, and we're glad your account manager has displayed this.
Thank you once again for your continued support.
Team Clickatell
An Honest Review of Clickatell
We have been using Clickatell for about 5 years for SMS delivery to numerous countries. We also have a dedicated short code to the USA.
Firstly, the SMS are sent and received quickly.
Secondly, the reporting is real time and excellent.
Thirdly, we have used many aggregators over the years and we are happy with the price per credit.
Fourthly, we get immediate and excellent customer service.
We are really happy to recommend Clickatell.
31 August 2018
Unprompted review
Reply from Clickatell
Hi Phillip
We are so happy to hear about your positive experience over the last couple of years. Our reliable SMS services are just as important to us as a great experience with our team, and we have every intention of maintaining these standards.
Thank you for taking time out of your day to share your feedback! We really do appreciate your support.
Team Clickatell
The system works fine and the people…
The system works fine and the people are great! Though there are still a lot of room for improvement. I said that because the quality and deliverability of our SMS can still be improved.. well I hope. Cheers, guys!
28 August 2018
Unprompted review
Reply from Clickatell
Good day
Thank you for taking time out of your day to share your experience with us! As discussed, certain industries see a higher rate of delivery issues due to the regulation of their content, but we will continue working closely with you to monitor delivery and, if necessary, immediately escalate any issues to our Support Team.
Thanks once more for your valued feedback.
Fraud Company....
Fraud Company. They have taken the money and failed to provide the service. It's been more than 6 months since then they are just making the excuses to return my money. This was the last email sent by the employee of clickatell...
Note that your refund request for the funds linked to your Developers central account is still in pending status, feedback will be provided soonest.
Kind Regards
XXXXX (removing employee name and code as per Trustpilot guidelines)
XXXX
Will never ever use this fraud company..
22 August 2018
Unprompted review
Always on top of things
Always on top of things
Amazing service and going the extra mile.
16 August 2018
Unprompted review
Reply from Clickatell
Hi Chantel
Thank you for taking time out of your day to share your feedback with us! We're so pleased to hear that you've had a positive experience and will make every effort to continue providing you with the same high standard of service.
Team Clickatell
Good service and Support
The service is easy to use and integrate. Some issue with the Sender ID and concatenated messages but there is a real effort to improve.
The support is response and can be better.
16 August 2018
Unprompted review
Reply from Clickatell
Hello there
Thank you for taking the time to share your experience with us!
We’re really happy to hear that you’ve found our services user-friendly and our support team helpful. Regarding the concatenated messaging, our team has worked with you through testing and routing changes to resolve this and will continue to do so, if required. Sender ID remains a best-effort service and unfortunately can’t be guaranteed but your account manager will continue working with you to try and ensure successful implementation.
Thanks once more for your valued feedback which helps us to continue providing the best possible service to you and our other customers.
Team Clickatell
Excellent products and service
Excellent products and service. Best in class. Technically exceptionally easy to integrate, great reporting and amazing delivery rates.
15 August 2018
Unprompted review
Reply from Clickatell
Hi Blair
Thank you so much for your feedback! We appreciate you taking the time to share your experience with us and look forward to providing you with a continued positive service.
Team Clickatell
Terrible support
Terrible support. All you can do is send an email and hope that they will respond. They may or may not respond after a day. Problem may or may not resolve but they will not follow through the resolution. No way to talk to anyone.
They cancelled service (quarterly package) even though auto-pay was setup, and did not notify us. Signed up again for an annual package to avoid such problems, and SMS is still not working. No timely response. No response at all after one or two response. I don't even know how to get a refund or if I can get a refund. We are well known global company. It is absolutely frustrating. You cannot rely on them to resolve the problem if SMS is critical to your business. We are using their service for over 3 years.
27 July 2018
Unprompted review
Reply from Clickatell
Good afternoon
We sincerely apologize for the inconvenience you’ve experienced.
Your case was escalated to our support team and we understand that they have been in contact with you to assist with resolution.
• We have confirmed that your payment was not automatically processed and that notifications to inform you of your expiring two-way subscription were not delivered. Our team is investigating the cause of this error and will keep you updated on progress from our side.
• Further to this, we’re also working on your request to replace your old long number with a new one.
• Your refund request has also been escalated to our Finance department for feedback and action.
Our support team will be in touch with a further update within the next 24 hours.
Thank you for your feedback.
Absolutely no support
Not sure how this company is even in business. I have registered multiple phone numbers and none of the test SMS is going through. I have been working with the "support" team, but everyone is clueless. It's been weeks and no progress. In case anyone from Clickatell is reading this. Here is my ticket number: ref:_00D305v1t._5003413nCG9:ref
8 July 2018
Unprompted review
Reply from Clickatell
Hi Neil
Please accept our sincere apologies for the inconvenience you’ve experienced. We will certainly work harder to provide an improved support service for you in the future, should it be required.
With reference to your specific issue, we can confirm that our support team responded to you on Monday (July 9th) to advise you that the U.S. two-way number which was being used had been blocked due to the carrier noticing you were sending A2P (application to peer template messages) traffic, which is not permitted when using a U.S. long number.
We have since replaced the blocked U.S. number with an alternative, which you have confirmed to be in working order. In addition, we have refunded your remaining balance as requested.
Should you require further assistance in any way, you can email our support team on support@clickatell.com.
We appreciate your support and continue to welcome constructive feedback like yours.
I shared a review in March around not…
I shared a review in March around not being able to merge my accounts (so I have extra credit still stuck in the different profile) and I've never had someone from Clickatell contact me around how we'd be able to migrate that credit - even though the feedback loop from Clickatell on Trustpilot said they'd do so.
Otherwise, been fairly good service, just disappointing that you say you will have someone get involved and I never receive any feedback from your "Products and Support teams."
4 July 2018
Unprompted review
Reply from Clickatell
Hi James
Please accept our apologies for the inconvenience caused. We value prompt communication with our clients and regret not delivering this to you.
We have just escalated your case to our Support Center Manager who will be in touch with you before 10am tomorrow morning to discuss the specifics of the issue you are experiencing.
Thanks once more for your feedback.
Not so good for systems notifications…
Not so good for systems notifications purpose e.g. Synology
Back in 2015 I set up multiple Synology devices for my customers and decided to be proactive by setting up notifications via integrated into Synology's DMS system clickatell.com SMS provider. I then purchased minimum credits thinking they'd last me for years as systems done by us usually don't go down (it's been 4 years and not a single down time).
I just logged into my account today only to see NIL credits! This would mean if a system went down and I was away from email then would not be nbotified. I then googled and came across this:
"If you regularly use your account to send or receive messages, your credits won’t expire. However, if you don’t actively use your account, your credits may expire at some point.
Credit expiry rules differ from country to country. Clickatell expires credits from inactive accounts on an ad hoc basis, but we’ll always notify you if your account is flagged as inactive. We’ll give you 30 days’ warning so that you can send a message or make a purchase to prevent your credits from expiring."
It means that their service is not fit and rather unreliable for the above purpose. I have searched through my emails and only found registration, and credit purchase from 2015 then two notifications about service availability from 2018 which means conveniently for them I have not received a notification that would allow me to save my credits thus forcing me to make another purchase more. I'm not a fool - this is clearly a marketing technique to drive new sales and thus revenue. Credits should not be taken away from customers with a signle email. I would first send multiple notificaions including SMS to account holder's mobile (using their own credit - this is what your services is about - sending messages, isn't it?), then lock out account for a couple of years and only then remove it completely in order to clean up abandoned user accounts.
I'm forced to look into alternative providers mentioned by others in reviews atm and will be trying to persuade Synology to offer their integrations (if not will simply develop my own).
Cheers,
David
cases: #06036616 #06036635 (ticketing system could also avoid duplication of tickets - JIRA does it for example)
16 June 2018
Unprompted review
Reply from Clickatell
Dear David
Firstly, thank you for the feedback and please accept our sincere apologies for the inconvenience caused. Not needing our service certainly reflects on the great systems that you build and maintain with our partner, Synology.
Our support team have reviewed your account settings to see why the expiry notifications were not received as you mentioned, and we identified the following:
- Under Manage Account and Communication Preferences, your setting for reminder alerts was switched off. This would have prevented our email systems from sending an alert informing you of pending credit expiry.
- We also noted that the email address registered with your account and the email address which was listed to receive alerts are different.
If you would be so kind as to update your communication preferences, we are sure that these communications will not go unnoticed in the future. For clarity, we do send out both notification and reminder emails should credits be set for expiry due to our dormant account policy.
We acknowledge that communication of these settings may not be visible or clear enough, and this is something we will be looking into urgently. To rectify the situation, we will be refunding you with the expired credits for which you did not receive an alert. You can expect these credits to reflect immediately.
Clickatell appreciates your support and will continue to welcome constructive feedback like yours.
Thanks,
Team Clickatell
I’m from New Zealand sometimes the sms…
I’m from New Zealand sometimes the sms platform doesn’t work especially on weekends, but other then that it’s great
6 March 2018
Unprompted review
Reply from Clickatell
Hi Aroha, thank you for the feedback. I’ve asked our service centre to investigate this matter and try to assist with your delivery issues. Please look out for an email from support@clickatell.com – we would love to help you resolve any delivery issues you are experiencing.
The service quite offen will not SMS to…
The service quite offen will not SMS to certain numbers (027 or 021 or 022) for no reason. Emails to support to sort this out do not lead to a resolution email... very frustrating and I would change to another provider if our POS would allow.
6 March 2018
Unprompted review
Reply from Clickatell
Hi Steven, we’re sorry to hear about the negative experience you’ve had. We’ve escalated this to our service manager, who confirmed that they have tried to get in touch via phone and email earlier. Please look out for an email from support@clickatell.com. You can reference the following case number when responding: 05559908 and our team will assist with the delivery issues you are experiencing.
I have made a mistake with my purchase
I have made a mistake with my purchase, then I try to contact with support, and I have no answer to my request. i'm very disappointed.
I'm only have wanted to buy 10€, but was charged 60€, 10€ that I wanted plus limit 50€ that I put before and I can't saw in my shopping cart, and I don't know why if not appear in my shopping cart before paid that was charged.
6 March 2018
Unprompted review
Reply from Clickatell
Hi there,
We are really sorry to hear about your negative experience. Our support team has confirmed that they have tried to get in touch with you via both phone and email. If you have not received the communication from us, please check your spam folder for mail from support@clickatell.com. Alternatively, you can call our support team 24/7 via +27 21 910 7700. We have already created a case for you and you can reference the following number when responding: 05654493.
Please get back in touch with us so that we can help you to rectify this ASAP.
Overall satisafctory
20 February 2018
Unprompted review
Reply from Clickatell
Thank you very much! We appreciate your feedback.
The experience has been good and the…
The experience has been good and the only element i would likto to point, is the fact that i cannot include pontuation signals (Ex: carácter).
15 February 2018
Unprompted review
Reply from Clickatell
Hi Jeronimo,
Thank you for the feedback!
There are a number of reasons why character encoding issues such as the one you’ve mentioned could be occurring. Please could you email our support team via support@clickatell.com with specific examples of your use case so that we can help you troubleshoot and assist you with the correct URL encoding or Unicode solution.
Pricing advertised incorrectly.
I have not any issues with the functionality. Support has not been great, and documentation is average.
I do however have an Issue with the way they advertise their pricing. They advertise the cheapest SMS rate. However when you use their service. They enforce UNI code, which means your 70byte message uses 140bytes.
They then charge you the message rate per message part.
so:
1 part is 70 characters = 1 * message rate
2 parts is 140 character = 2 * message rate
3 parts is 210 characters = 3 * message rate
So in short your sms will cost 2 to 3 times what you thought they would.
18 October 2017
Unprompted review
Reply from Clickatell
The Clickatell REST API accepts messages in the UTF-8 character set by default. UTF-8 is the accepted international character set which is applied for all standard languages. Many mobile operators unfortunately still incorporate a more restrictive character set, meaning that this may differ between operators.
In order to ensure that your message is delivered, and is readable, we would convert the message to Unicode if you are using any special characters / symbols or any foreign language alphabetic characters that is not supported by the particular operators library in order to ensure that your customers can read your messages. Messages not containing special characters would not be converted to Unicode. Your message will only be converted to Unicode if the message content is not supported by the particular operator.
Please refer to our FAQ on Unicode support here: https://www.clickatell.com/faqs/answer/do-you-support-unicode/
Please contact our support team via support@clickatell.com if you need any further information or have any other questions regarding this so that we can assist you with your specific case as we would need your account details etc in order to help. Our digital sales team can also assist you with pricing queries. They can be contacted via onlinesales@clickatell.com.
Awful support in getting anything done.
Awful support in getting anything done.
Twilo has a much better api in our experience.
22 August 2017
Unprompted review
Reply from Clickatell
Hi there, Darren
We’re really sorry to hear about the negative experience you’ve had.
Please will you let us have further details including a case number, contact details etc. so that we can help? Please email details to onlinesales@clickatell.com and our team will be in touch to assist.
No customer support
Their system has become unusable with most users reporting being unable to receive messages. And yet, there is no one in sales or technical support who will take responsibility for resolving the problem.
I am looking for another provider.
11 August 2017
Unprompted review
Reply from Clickatell
Hi JT,
We’re sorry to hear about the negative experience you’ve had. We’ve escalated this matter to our support team.
Please let us have your contact details and we’ll get an agent to get in touch immediately to assist you with the issues you’re having.
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