FAQs
61 articles
Why isn't my abandoned cart automation collecting subscribers?Answer
Abandoned cart automations are not a list growth tool, but rather are a way to re-engage high-intent subscribers after they abando...
Why isn't my abandoned cart automation sending text messages?Answer
Text messages from an abandoned cart automation are sent to subscribers who have compliantly opted in to your store's SMS program ...
Why isn't my browse abandonment automation sending messages?Answer
Browse Abandonment text messages can only be sent to individuals who have compliantly opted into your store's SMS program. Learn m...
We think our browse abandonment delay is broken. Why is it taking so long to send?Answer
Due to the way browsing sessions are captured, it can take up to 30 minutes for a subscriber to enter a browse abandonment automat...
Why is my Recharge test message listing the wrong product?Answer
When testing a Recharge automation that uses a message tag, such as {charge_product_titles}, Postscript will populate a default pr...
Why does total messages sent not match the totals for individual messages? Tip: Select any of the images or GIFs in this article for a closer look.
Answer
Very often shops will see the number of Total Messages...
Why is our automation not sending?Answer
Ensure you have enabled the automation. You can enable it from your automations listing or from the specific automation's detail p...
Where can I find my Shopify collection ID for a Postscript coupon?Answer
If you want to apply a discount to a Shopify collection, you'll need your collection ID. You can locate this information in Shopif...
How can we get more credits to send our campaign? Is your shop on legacy billing? If you downloaded Postscript before 3/1/2022, then your shop is on legacy or credit-based billing. Thi...
Why didn't our campaign send to the full segment?AnswerA campaign might not send to a full segment for a few reasons. The first, and most common, is that quiet hours were in effect for a ...
What is Safe Send?Answer
Safe Send is a feature that can be enabled only for campaigns. When turned on, it prevents a campaign message from being sent to a...
How can I make my coupon auto-apply at checkout?Auto-applying coupons at checkout works differently depending on coupon type (e.g., Postscript-generated coupons vs. Shopify-generated cou...
Why are the product drop-downs not populating with all of our products? Tip: Select any of the images or GIFs in this article for a closer look.
Answer
Product drop-downs are available when creating a segme...
How do we score a "strong" rating on our message strength bar?Answer
We are in the process of improving the strength indicator. When we first created it, we recommended certain "best practices" to ma...
What's the difference between SMS and MMS?Answer
An SMS message is a text-only message, whereas an MMS message includes an image or GIF along with the text. Single SMS messages ha...
Why are message tags and links not populating correctly in my test message?Answer
Postscript message tags are dynamic, meaning they populate based on information unique to the customer. Since test messages aren't...
I want to set up an integration, but when I click on it in Postscript, it takes me to a help article. How do I set it up?Answer
Our Apps tab links to a Help Center article about the integration if the setup must take place in the other app. If set up is requ...
Can we send GIFS through our Gorgias intergration?Answer
At this time, your shop can receive GIFs from your customers and subscribers, but you are unable to send them through the Postscri...
Do we need to collect country codes for our international customers?Answer
When collecting international phone numbers, you must also collect their country code. If you are using our shareable link, you'll...
Can we use Postscript with an international texting app, like WhatsApp?Answer
Our platform only works through the native texting app on a subscriber's phone. We are not compatible with WhatsApp and similar in...
Can we send MMS messages to international customers?Answer
Due to current carrier restrictions, we currently cannot send MMS messages outside of United States, Canada, or Puerto Rico. If yo...
How does compliance work with international customers?Answer
At Postscript, we adhere to the TCPA regulations no matter which country you're sending your texts to. TCPA guidelines effectively...
Can we change or remove the coupon in a keyword reply?Answer
Yes, you can change or remove the coupon included in a keyword reply. Simply head over to the details page for the specific keywor...
Can we customize the response a subscriber gets when they text HELP?Answer
Shops using a toll-free number (TFN) cannot customize their HELP keyword response (i.e., Reply STOP to unsubscribe. Msg & Data...
Deactivate Your Postscript AccountIf you wish to pause your Postscript plan for a period of time, you can do so without losing message drafts, customized popups, and other ...
Does Postscript deduct credits when a message fails to send? Is your shop on legacy billing? If you downloaded Postscript before 3/1/2022, then your shop is on legacy or credit-based billing. Thi...
Can our shop still send messages if we're on a paused plan? Is your shop on legacy billing? If you downloaded Postscript before 3/1/2022, then your shop is on legacy or credit-based billing. Thi...
Does it cost our shop credits when a subscriber responds to a text? Is your shop on legacy billing? If you downloaded Postscript before 3/1/2022, then your shop is on legacy or credit-based billing. Thi...
Why am I getting an error when I try to upgrade my plan? Is your shop on legacy billing? If you downloaded Postscript before 3/1/2022, then your shop is on legacy or credit-based billing. Thi...
Why is there an insufficient funds notification for my campaign even though I have credits? Is your shop on legacy billing? If you downloaded Postscript before 3/1/2022, then your shop is on legacy or credit-based billing. Thi...
SMS Marketer's Guide to iOS 26What you need to knowA key change in Apple’s iOS 26 update makes it easier for users to find and enable the Screen Unknown Senders feature...
Are marketing texts subject to Do-Not-Call regulations?Through an order in December 2023, the Federal Communications Commission (FCC) explicitly included marketing text messages under its Do-No...
Why do I have to include my shop name at the beginning of each message?Answer
It is a CTIA and carrier requirement to include your shop's name in each SMS marketing message.
Not including it could lead to hi...
What is the TCPA-approved compliance language I need to use when collecting subscribers?Answer
When collecting subscribers, the TCPA requires you to include necessary compliance language that informs visitors that they are op...
Why am I getting a "white space" error when I try to create an opt-in link? Tip: Select any of the images or GIFs in this article for a closer look.
Answer
This error commonly occurs when you have created or se...
Why does confirmed opt-in matter?Answer
Confirmed opt-in (also known as double opt-in) allows brands to validate phone numbers entered at checkout, in popups, or via form...
Can people still opt-in to our shop's SMS if we're on a paused plan? Is your shop on legacy billing? If you downloaded Postscript before 3/1/2022, then your shop is on legacy or credit-based billing. Thi...
Triggering Popups Based on Exit IntentPostscript popups can be triggered at different moments in the subscriber's customer journey. Triggering a popup on exit intent is an exce...
Why is our popup not showing up?Answer
There could be a few reasons why your popup isn't showing for you (or your shoppers). We walk through some troubleshooting steps b...
Can we move the minimized popup to another corner?Answer
At this time, we are unable to make changes to where the minimized or small popup appears on your shop's website. For now, it rema...
How can we make it so our popup doesn't show on a specific page?Answer
The Postscript popup design page allows you to specify the pages where you do not wish for the popup to appear. You will need to e...
Will our popup appear for someone who has already subscribed?Answer
Postscript's popups are cookied, which means they only appear on a customer's first visit to your shop. If a customer opts-in via ...
Why isn't my Klaviyo popup or form collecting subscribers?With Klaviyo forms and popups, you can easily grow your email and SMS subscriber lists in one location. In some cases, you may need some t...
Why is my contact card appearing as a .vcf file?Contact cards, also known as V-Cards or .vcf files, are digital "business cards" containing your brand's contact information including pho...
Why didn't my subscriber receive a coupon when subscribing?Answer
There could be a few reasons why your subscriber did not receive a coupon upon subscribing to your SMS program. We walk through so...
Why am I not receiving a message when testing a keyword, popup, or message?Answer
When testing out different parts of the Postscript setup, such as a keyword, a desktop or mobile popup, or even a campaign or auto...
Why are subscribers getting SMS messages from two different phone numbers? Tip: Select any of the images or GIFs in this article for a closer look.
Postscript handles transactional messages, such as shipping no...
How can I download past invoices?Answer
From your Postscript dashboard, select your shop name on the left-side navigation panel.
Then, select Billing. Select the Invoi...
How can I view my payment history?Answer
From your Postscript dashboard, select your shop name on the left-side navigation panel.
Then, select Billing.
Select the Invoi...
What is my phone number subscribers can text to opt into my SMS?Answer
When you install Postscript, your brand is automatically assigned a toll-free number (TFN) that you can find on your keywords page...
How do I reset my password?Answer
There are two methods to logging into Postscript - via your shop's Shopify admin or with login credentials (i.e. email and passwor...
How can I submit ideas or feedback to Postscript?At Postscript, we're always looking for ways to improve your experience with our app. In fact, many of our best features are ones submitte...
Uploading TXT Files to ShopperBrands can always set up, update, and optimize Shopper via the Postscript app UI, but some find it helpful to upload additional informatio...
What is a Subscriber vs. a Customer?Both in Postscript and in the Help Center, you'll see references to Subscriber and Customer. It's important to understand how Postscript d...
Can I manually link a Postscript subscriber to their Shopify profile?Answer
Yes! You can manually link a Postscript subscriber to their Shopify profile by adding their opted-in phone number to their custome...
How many messages can we send in a day?Answer
There is no limit so long as each campaign and automation are individually within compliance guidelines.
That said, sending a larg...
How can I add or change a subscriber's name on their profile?Answer
Postscript pulls all subscriber and customer details from their Shopify profile, with the exception of their phone number and emai...
How can I manually unsubscribe a subscriber?AnswerIf you know the number of the subscriber, you can enter it in the Search field in the side menu of your Postscript dashboard.On the ...
Where can I upload a list of previously collected subscribers?Answer
You can upload a list of existing SMS subscribers here. Note that in completing and submitting your upload request, you are certif...
How long will it take to upload my subscriber list?Answer
Our Postscript Support Team uploads and tags subscriber lists in 3 business days. You'll receive an email notification once a team...