SMS Frequently Asked Questions
What is SMS?
SMS stands for Short Message Service. It is the standard format for sending text messages of up to 160 characters across mobile networks.
Can anyone use the service?
The service is only available to Supanet internet customers. If you wish to use the service, you will have to sign up for a Supanet account.
I have more than one username and password. Which one do I use?
The master account username and password only is valid for use. If you have set up additional email accounts for yourself, or members of your family, these usernames will not be valid.
How do I add credits to my account?
You can check your remaining credits in the top right corner of the SMS Online at all times. To top up your account, select "Buy credits" from the left hand menu. Enter the number of credits you wish to add, and enter your payment details.
What networks does SMS Online cover?
SMS Online delivers to all the major UK networks, including Vodafone, O2, Orange, T-Mobile, 3 and Virgin Mobile.
Can I send messages to 3G phones?
Yes, SMS Online is compatible with the latest handsets.
How long will it take to deliver my message?
When you click "Send", an immediate delivery attempt is made. If delivery fails because the number has not been recognised, then no further attempts will be made. However, if the message cannot be delivered because the phone is unavailable - either because it is switched off, or because of bad reception - you can specify how long you want the system to try delivering the message. You can select anywhere between 1 and 72 hours, depending on the urgency of your message.
How long will my messages remain on the system?
Sent messages will automatically be deleted after 7 days. Received messages will automatically be deleted after 14 days.
Is there a limit to how many messages I can send or receive?
No, as long as your account is in credit you can send and receive as many messages as you like.
Can I send the same message to more than one person?
If you wish to send to more than one person in your contacts list simply tick the boxes next to all the people you want to send the message to, under the "Select your contents" heading on the right of the "New message" screen. By clicking the box at the very top of the list, you can send the message to everyone in your contact list. You can also enter up to 50 mobile phone numbers in the "One-off numbers" box, separated by commas.
Can I send text messages overseas?
No. The service is only available to UK-registered mobile phones.
What does "auto-open message" mean?
There are two types of text message; "Normal SMS" and "Flash SMS". When a "Normal SMS" is received by a phone, the message is stored in the phone’s message box and only displayed when selected by the phone’s user. However, a "Flash SMS" is automatically opened and displayed on a recipient’s phone when it arrives, without the recipient needing to take any action. The default setting is to send a "Normal SMS". To send a "Flash SMS", tick the box next to "Auto-open message". Please be aware that not all mobile phones store this type of message in memory and may result in received messages being accidentally deleted by the recipient.
Can I still use SMS Online if I change my mobile number?
You can enter a new mobile number by choosing the "Change details" option on the left hand menu.
How will the recipient know where the message is from?
You can choose to either send your mobile phone number, in which case replies can be sent directly to your phone or your SMS Online inbox, or the originator. The originator can either be the first 11 characters of your Supanet username or a name you enter yourself, up to 11 characters. If you choose this option, the recipient will be unable to reply to the message.
Can I store the numbers I use most frequently?
Yes. You can organise your contacts into different groups using the menu options on the left hand menu. Using these options you can create new groups, add and remove contacts and import existing contact lists into SMS Online.
How do I import contacts?
Contact files should be saved or exported from other applications in CSV (Comma Separated Variable) format. These can then be added to SMS Online by using the "Import contacts" function.