> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tracklysms.com/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ

> Frequently asked questions

Common questions about Trackly SMS.

## General

<AccordionGroup>
  <Accordion title="What is Trackly SMS?">
    Trackly SMS is an SMS marketing platform for affiliate marketers. It provides messaging infrastructure, audience segmentation, automation, and revenue tracking.
  </Accordion>

  <Accordion title="How is it different from Twilio?">
    Twilio is a low-level messaging API. Trackly is a complete platform with:

    * Built-in audience management
    * Campaign scheduling
    * Welcome journeys
    * Link tracking and attribution
    * Offer/revenue management
  </Accordion>

  <Accordion title="What SMS providers do you support?">
    We integrate with:

    * Infobip
    * Twilio
    * CM
    * Lime
  </Accordion>
</AccordionGroup>

## Pricing & Billing

<AccordionGroup>
  <Accordion title="How is pricing calculated?">
    You pay per message segment:

    * Standard SMS: 160 characters = 1 segment
    * Unicode (emoji): 70 characters = 1 segment
    * Longer messages = multiple segments
  </Accordion>

  <Accordion title="What does a segment cost?">
    Tiered pricing based on volume within a 360-day annual cycle:

    * **First 1M segments**: \$0.0045 per segment
    * **After 1M segments**: \$0.0030 per segment
    * **Platform fee**: \$19.99/month (waived if you send 1M+ segments in a calendar month)
    * **Free tier**: 500 messages/month with no payment method required
  </Accordion>

  <Accordion title="When am I billed?">
    Auto-charge thresholds scale with your volume:

    * Under 100K segments: every 10K segments
    * 100K - 500K: every 50K segments
    * 500K - 7M: every 100K segments
    * Over 7M: every 1M segments

    Monthly billing also runs for platform fees and any remaining usage balance.
  </Accordion>
</AccordionGroup>

## Technical

<AccordionGroup>
  <Accordion title="Is there an API?">
    Yes! The **v2 API** is the current version with full CRUD for contacts, audiences, creatives, offers, schedules, revenue, and more. See [API Reference](/api-reference/v2/overview). The v1 API is deprecated.
  </Accordion>

  <Accordion title="Can I import my existing contacts?">
    Yes. Import via CSV through the dashboard (up to 5,000 contacts per batch with dry-run validation) or the [bulk API endpoint](/api-reference/v2/contacts/bulk-create). See [Importing Contacts](/guides/contacts/importing).
  </Accordion>

  <Accordion title="Do you support OTP/2FA verification?">
    Yes. The v2 API includes OTP endpoints for sending and verifying one-time passcodes via SMS. Use `POST /api/v2/otp/send` to send a code and `POST /api/v2/otp/verify` to verify it.
  </Accordion>

  <Accordion title="What is BYOC (Bring Your Own Carrier)?">
    BYOC lets you use your own SMS provider credentials instead of Trackly-provisioned numbers. Configure your provider's webhook forwarding, and Trackly handles the rest — routing, tracking, billing, and compliance.
  </Accordion>

  <Accordion title="Which affiliate platforms do you integrate with?">
    Trackly integrates with TUNE/HasOffers, Everflow, and Cake for offer syncing, conversion tracking, and revenue attribution.
  </Accordion>

  <Accordion title="How do I handle opt-outs?">
    Opt-outs are handled automatically. When someone replies STOP, they're immediately unsubscribed.
  </Accordion>

  <Accordion title="What happens to undelivered messages?">
    Failed messages are logged with the reason. You'll see failure rates in your reports and can get Discord alerts.
  </Accordion>
</AccordionGroup>

## Compliance

<AccordionGroup>
  <Accordion title="Is Trackly TCPA compliant?">
    We provide tools for compliance (opt-out handling, consent tracking), but compliance is ultimately your responsibility. Ensure you have proper consent before messaging.
  </Accordion>

  <Accordion title="How are STOP messages handled?">
    STOP and similar keywords are automatically detected. The contact is immediately unsubscribed and won't receive further messages.
  </Accordion>

  <Accordion title="Do you store message content?">
    Yes, message content is stored for reporting and troubleshooting. See our privacy policy for retention details.
  </Accordion>
</AccordionGroup>

## Features

<AccordionGroup>
  <Accordion title="What are Welcome Journeys?">
    Automated message sequences triggered when contacts join your list. Send a series of onboarding messages automatically.
  </Accordion>

  <Accordion title="How does ML creative selection work?">
    Our machine learning models analyze contact behavior and predict which message will perform best. The system automatically selects the optimal creative per contact.
  </Accordion>

  <Accordion title="Can I A/B test messages?">
    Yes! Create multiple variants in a campaign and set percentage splits. Track which performs better.
  </Accordion>

  <Accordion title="How does link tracking work?">
    URLs in messages are replaced with short tracking links. When clicked, we log the event and redirect to the destination.
  </Accordion>
</AccordionGroup>

## Account

<AccordionGroup>
  <Accordion title="Can I have multiple team members?">
    Yes! Add team members with different roles (Owner, Member, Viewer). See [Team Management](/account/team-management).
  </Accordion>

  <Accordion title="How do I reset my password?">
    Click "Forgot Password" on the login page. Check your email for a reset link.
  </Accordion>

  <Accordion title="Can I have multiple sending numbers?">
    Yes. Each number is a "Sending List" with its own configuration and contacts.
  </Accordion>
</AccordionGroup>

## Support

<AccordionGroup>
  <Accordion title="How do I get support?">
    The fastest way is through the **Support** page in your dashboard:

    1. Click **Support** in the sidebar
    2. Switch to the **New Ticket** tab
    3. Fill in your subject, description, and priority

    You can also create tickets via Discord slash commands if you've linked your account.
  </Accordion>

  <Accordion title="What are support hours?">
    * Weekdays: 9 AM - 9 PM ET
    * Saturday: 10 AM - 6 PM ET
    * Urgent issues: 24/7 on-call
  </Accordion>

  <Accordion title="Where can I report bugs?">
    Create a support ticket from your dashboard (**Support > New Ticket**) with the bug details, steps to reproduce, and any error messages.
  </Accordion>
</AccordionGroup>

## Still Have Questions?

<CardGroup cols={3}>
  <Card title="Support Tickets" icon="ticket" href="https://app.tracklysms.com/support">
    Create a ticket in your dashboard
  </Card>

  <Card title="Discord" icon="discord" href="https://discord.gg/tracklysms">
    Community & real-time help
  </Card>

  <Card title="Email" icon="envelope" href="mailto:support@tracklysms.com">
    Traditional contact
  </Card>
</CardGroup>

## Next Steps

<CardGroup cols={2}>
  <Card title="Support" icon="headset" href="/resources/support">
    Get help from our team
  </Card>

  <Card title="Send First SMS" icon="paper-plane" href="/quickstarts/send-first-sms">
    Get started with a quickstart
  </Card>
</CardGroup>