HelpSMS (text messages)What happens if… (text messages)
What happens if… (text messages)
Find the situation, read the one-line answer, and follow the link if you want the whole story. In every case the visitor keeps their place in the line.
This page is an index. The pages it points to are the full explanation.
Text messages are not open in any country yet. Until we open a country, texts cannot be switched on, so none of these situations can happen to your business yet. This index describes what will happen once a country opens. If you try to switch texts on today, the app says This add-on isn't available for your business right now. and nothing is charged.
What it is
Questions about text messages nearly always start with “what happens if…”. This page groups them under the part of the system they belong to. Each line says what happens, and what you do.
How to check it in turnda
- The Text messages card in Billing shows a coloured box with the exact sentence for your situation. The sentence in the box is the one used in this index.
- The visitor’s tracking page shows one calm sentence for any refusal.
- The by-country table on the card shows sent, given back and phone off.
A real example
On a Saturday morning the bakery’s card shows You’ve reached your limit of 3 this month. Ana looks it up here, under “Money and packs”: new visitors are no longer offered texts, and people already waiting still get “almost your turn”. She raises the limit to 4 with Raise my limit, and the button comes back on visitors’ pages at once.
What happens in the system
- 1Something goes wrongCard, limit, country, number
- 2Texts stop for new visitorsOr the one text is refused
- 3The visitor is told onceOne calm sentence
- 4The line carries onTracking page, lobby TV, email
What you need to do
Money and packs
| What happens if… | What happens | Full page |
|---|---|---|
| My card is declined for the next pack | No new pack is bought, and we do not keep retrying. The texts you hold keep working. Update your card and the pack is bought the moment it works. | Packs, zones and your monthly limit |
| My bank wants me to confirm a pack payment | Your texts left carry you while you confirm. We also email you the link. | Packs, zones and your monthly limit |
| I reach my monthly limit | New visitors are not offered texts. People already waiting still get “almost your turn”. Texts start again next billing month, or as soon as you raise the limit. | Packs, zones and your monthly limit |
| Only 10% of my texts are left | The next pack is bought automatically, up to your limit, with an email and an invoice. | Packs, zones and your monthly limit |
| My package payment fails | Texts keep working for a few days. No new pack is bought until your card works. | Billing & packages |
| I move to the Free package, or switch texts off | Texts stop. Your unused texts are kept, and come back if you switch texts on or pay for a package again. | Switching on text messages |
| I switch from WhatsApp to texts | WhatsApp stays on until your first text pack is paid. If the payment fails, nothing is lost. | WhatsApp or text messages: one channel |
| I do not recognise a charge | Press Ask about this charge before you go to your bank. While a bank dispute is open, no new pack is bought. | Packs, zones and your monthly limit |
| There is no card on file | No pack is bought for you. The texts you hold keep working. Add a card to switch automatic packs on. | Packs, zones and your monthly limit |
| Texts are down on our side | This is our problem, not yours. Visitors keep their tracking link, the lobby TV and email. If texts cannot go out for 72 hours (three full days) in total within any 7 days, your unused texts are refunded to your card automatically. If that refund fails the first time, later checks try it again. | Refunds: when, how and how long |
| turnda pauses texts | The card says “Text updates are paused by turnda.” It is a pause on our side. The tracking page and email still work, and we tell you when it ends. | Text messages, start to finish |
Countries and registration
| What happens if… | What happens | Full page |
|---|---|---|
| A visitor’s country is not open for me | They see one calm line, can see which countries you cover, and keep the tracking page. Today that is every country. | Countries for text messages |
| I want a country that is on request | Press Request this country. Nothing is charged when you ask. | The registration fee for a country on request |
| I am the second business to ask for the same country | You pay nothing for the registration. You are told who is paying. | The registration fee for a country on request |
| The registry refuses the registration | Everything is refunded to your card except the registry’s own fee and the card fee, which cannot come back. | The registration fee for a country on request |
| The registry is slow | After several weeks you can ask for your fee back, on the same rule as a refusal. If you wait, we keep trying. | The registration fee for a country on request |
| My card is declined for the registration fee | Update your card. We try once more. If it is not paid within 14 days, the request stops and the next business is asked. | The registration fee for a country on request |
| The yearly renewal comes round | You press Keep or Stop. If you stop, other businesses in that country are offered the renewal. | The registration fee for a country on request |
| Nobody pays the renewal | Texts to that country end on the date shown. Your unused texts for it are refunded that day if no other location can use them. | The registration fee for a country on request |
| I open a branch in a country that is not supported | Visitors there use the tracking page, the lobby TV and email. There is nothing to switch on. | Countries for text messages |
Visitors and texts
| What happens if… | What happens | Full page |
|---|---|---|
| A visitor taps Stop these texts | No more texts for that number. Text 2 is cancelled. They can turn texts back on. Visitors cannot reply to a text, except that where a text comes from a turnda phone number, replying STOP also stops them. | When a text counts, and how stopping works |
| A visitor types a wrong number | They tap Wrong number? Change it, once. The old number gets nothing more. | How text messages work for your visitors |
| A visitor’s phone is off | The text still counts, because it was sent. It arrives when the phone is back on. | When a text counts, and how stopping works |
| A network blocks a text | It is given back to your pack. You are not charged. | When a text counts, and how stopping works |
| A visitor is called straight away | No “almost up” text is sent, so nothing counts. | When a text counts, and how stopping works |
| A visitor says no text came | Start with the sentence on their tracking page. | A visitor did not get a text |
| A visitor’s number is a landline | Nothing is sent and nothing is taken from your pack. | Why a visitor was not signed up for texts |
Your name, unusual activity and privacy
| What happens if… | What happens | Full page |
|---|---|---|
| My Name for texts differs from my business name | turnda looks at it first. Until then texts use your business name, and we email you. | Your name on text messages |
| My Name for texts has accents | They are made plain, and the screen tells you. | Your name on text messages |
| Use jumps far above normal | Automatic buying pauses to protect your card. Your texts keep working. Press Resume when you have checked. | Why a visitor was not signed up for texts |
| A visitor asks for their number to be erased | Use Visitor data requests and enter the number. We find it by a code made from the number, not by reading numbers. | Privacy: your visitors’ numbers |
| A manager tries to switch texts on | Only the owner can. A manager has no Billing page. | Switching on text messages |
What turnda does not cover
- Every possible situation. If yours is not here, write to support and we will add it.
- The mobile networks, the visitor’s phone and the country’s registry. They decide delivery and timing, as explained on each page.
- Your bank. It decides on declines, confirmations and disputes.
Common questions
| Question | Answer |
|---|---|
| Does anything on this page ever take a visitor out of the line? | No. Texts are an extra. The tracking page, the lobby TV and email keep working. |
| Where do I read the whole thing from the start? | Text messages, start to finish |
| Who do I write to? | Support. See Get help & contact support. Say the country, the day and what the screen said. |