We need to tell you about an important update to our terms and conditions. The update is applicable to customers based in the UK who make use of our Shortcode and Keyword Services, particularly those who rent keywords on the shortcode 84433.
Here’s the new bit:
6. USE OF SHORTCODES AND KEYWORDS
6.1 Where you use shortcodes or keywords purchased through Clockworksms or another Mediaburst product, and you also use other text message providers, you must not use these shortcodes or keywords in the text messages sent through any other text message provider.
For clarity, what it means is: Only use these shortcodes and keywords in the text messages you send through us Clockwork/ Mediaburst.
Full T&C’s are available here.
Why We Have Inlcuded this?
The reason we have done this is twofold:
1. If you send a text message from a shortcode, or if you include instructions in your message content to text a shortcode, in the event of a complaint the UK network providers use this information to track down who sent the message.
Assuming it’s one of our shortcodes they ring us up, we try to trace the number, but if you’d sent through another provider we’d have no record of any message being sent to that number. It then gets confusing and people don’t know who to believe. It’s our shortcode, so it must be us right? But it’s not. The customer gets frustrated, time is wasted, reputations are damaged.
There are occasions where people have put our codes on text messages sent through other providers and caused some huge problems, here is one example.
2. Last week we made a significant improvement to the way we handle opt out messages, people who text “STOP”.
Previously anyone who rented a keyword on 84433 would have been sent every “STOP” texted to 84433. So if one client did a massive marketing send and received many STOP requests, these would be sent to our other clients too.
I know, it sounds like crazy data sharing, but it aligns with PhonepayPlus guidelines for premium rate SMS.
Fortunately we don’t do Premium SMS anymore so we can use a system far better than their guidelines.
Now, when someone texts “STOP” to 84433, by matching against clients who sent messages to given phone numbers we are able to work out which client should get the STOP, and send it to them, and only them.
The reason this affects our Terms and Conditions is that if you were to send a message through another SMS Provider with 84433 as the FROM field, and the recipient replied with STOP, it won’t get matched to you. So you won’t get the STOP, you won’t opt the person out, you will probably end up texting them again, and this could lead to all sorts of problems.
I hope this makes sense, and in all honesty I hope it doesn’t actually change anything for anyone. But if it causes any issues please get in touch with us.