Square Text Message Marketing FAQ
How am I charged for Text Message Marketing?
Square Text Message Marketing offers a 30-day free trial. After your first 30 days, we charge a $10 monthly subscription fee, plus the cost of the number of text messages you send each month, based on the tiers below:
|Number of Texts Per Month||Cost Per Month|
|0||Monthly subscription fee|
|1 - 250||$10 + monthly subscription fee|
|251 - 500||$15 + monthly subscription fee|
|501 - 1000||$25 + monthly subscription fee|
|1001 - 5000||$50 + monthly subscription fee|
|5000 - 15,000||$80 + monthly subscription fee|
|15,001 - 25,000||$125 + monthly subscription fee|
|25,001 - 50,000||$250 + monthly subscription fee|
|50,001 - 75,000||$375 + monthly subscription fee|
|75,001 - 100,000||$500 + monthly subscription fee|
|100,001 - 150,000||$750 + monthly subscription fee|
|150,001 - 200,000||$1,000 + monthly subscription fee|
|200,001 - 300,000||$1,500 + monthly subscription fee|
|300,001 - 400,000||$2,000 + monthly subscription fee|
|400,001 - 500,000||$2,500 + monthly subscription fee|
Note: For existing Square sellers, the $10 monthly subscription fee to use Text Message Marketing will start on January 1, 2022. Additional fees will be based on how many texts you send per month.
How does Text Message Marketing pricing differ from Email Marketing? How about from Square Loyalty?
Square Marketing (email marketing) charges for the number of subscribers you have.
Square Loyalty charges for the number of qualifying Loyalty Visits you receive every month per location.
|Want to know more about Square Email & Text Message Marketing? Learn more in the Seller Community.|
Can I pause my subscription?
Yes, all of our subscription products support pausing.
Why do I need customers to opt in to Text Message Marketing instead of using the existing phone numbers in my Customer Directory?
In the US, a law called the TCPA (the same law that established the Do-Not-Call list) requires that you obtain prior, express consent from your customers to send marketing text messages. This consent was not obtained from your customers at the time you collected the phone numbers in your customer directory, so they aren’t automatically available with Text Message Marketing.
Loyalty Sellers may notice that it’s possible to text most of their loyalty enrollees about the loyalty program, but manual (blast) campaigns show a smaller number of opted-in customers. This is for the same reason; some Loyalty enrollees agreed to receive texts about the loyalty program, but not about general marketing for your business.
Luckily, once you subscribe, new customers and existing customers in your directory and/or your loyalty program can easily opt in to Text Message Marketing, too.
How do I get customers to opt in to Text Message Marketing?
Currently, your customers can opt in to Text Message Marketing via the Square Point of Sale, or by using the Text to Join functionality.
POS Checkout: A Text Message Marketing enrollment screen will appear during customer checkout, asking them to opt into your marketing program by providing their phone number, and also providing them with their first coupon. After doing this, they’ll receive their coupon and be opted-in to your Text Message Marketing program.
Loyalty subscribers will be able to collect Text Message Marketing opt-ins via the Loyalty enrollment screen, which we’ve updated to also include consent to receive Text Message Marketing.
Text to Join: During Text Message Marketing onboarding, you will be issued a unique phone number to which your customers can text ‘JOIN’ to be added to your opt-in list wherever and whenever it’s convenient for them. After texting JOIN, they’ll receive a confirmation text that they need to respond YES to in order to complete the opt-in process. This number can be promoted anywhere: on your website, social media, email, or in-store.
How do I use Text to Join?
When you sign up for Text Message Marketing, you will receive a unique phone number that you can share via social media, email or at your physical business. Customers can text JOIN to this number to agree to receive text messages from you.
When offering this number to your customers, the best practice would be to include the following information wherever you invite customers to sign-up:
By signing up, you agree to receive periodic automated marketing texts from [your business name]. Joining this program is not a condition of purchase. Standard messaging rates may apply. Text END to unsubscribe from texts from this business at any point, or HELP for more information.
Do I have to offer a coupon when my customers enroll?
We believe that offering a first coupon will help you build your list more quickly by encouraging your customers to enroll. Our data has shown that buyers are 2.5x more likely to sign up when offered a coupon. You also have the ability to customize the offer to an amount you think will be attractive. When the customer returns to redeem the coupon, you’ve made your first sale from Text Message Marketing!
What’s a good number of opt-ins to send my first campaign to?
You can send your first campaign at any time after you start collecting opt-ins. However, we recommend you collect at least 10 opt-ins to contact before you send your first campaign. This number will increase the likelihood that you see real value in coupon redemption and returning customers from your first campaign.
Can I upload a list of phone numbers?
Currently, we do not support phone number list upload because we cannot verify that the customers who provided the phone numbers on an uploaded list gave explicit consent to receive marketing text messages. However, every phone number collected through the Square Text Message Marketing opt-in methods described above is deemed opted into the program.
What phone number are these campaigns sent from?
You will be assigned a unique phone number when you sign up for Text Message Marketing. All text marketing messages from you will be sent from this number. This is also the number your customers can Text to Join your program. After you sign up, your unique phone number can be found under the Marketing Settings page.
How do automated campaigns work?
Automated campaigns allow you to set up a text message to send to users automatically when they do certain things. Square Text Message Marketing automated campaigns include birthday campaigns, reminder of Loyalty points to redeem, and a special coupon for lapsed customers who haven’t made a purchase in a while, among others.
You can customize the language and offer in automated campaigns.
Are there limits on how many times I can text, or how many campaigns I can send monthly?
Currently, Square is not limiting the number of times you can text a specific customer, or how many campaigns you can run in a month.
We advise you not to text more than once a week unless there is a time-specific offer or event: your customer can unsubscribe at any time just by texting END to your number, so to avoid shrinking your list and annoying your customers, it’s best to text less and only send valuable information.
How can I manage the number of texts I send in each campaign?
Text message marketing best practice is to keep texts as short and to-the-point as possible.
With Square Text Message Marketing, each campaign sent can contain up to 600 characters (or 250 if emojis or other special characters are used).
Will I be able to text an image?
Currently, Square does not support image or video texting (MMS).
Can customers respond to my texts?
Customers can respond to your texts, but you won’t be able to see the responses. For this reason, we don’t recommend including questions in your messages.
I sell alcohol, adult products, CBD, or vape/tobacco - is there anything I should be aware of when using text message marketing?
Sellers in these categories are more likely to be affected by a rule called SHAFT. This acronym stands for sex, hate, alcohol, firearms, and tobacco/cannabis. SHAFT was created by the CTIA, an association of mobile carriers who create best practices and requirements for text message marketing. Mentioning content related to SHAFT topics can cause mobile carriers to block your messages from being delivered.
Square Text Message Marketing monitors text message delivery rates, and you will be notified via Square Dashboard if it appears your message was blocked due to SHAFT restrictions. Because Square is not responsible for the blocked message and has no visibility into SHAFT enforcement, we cannot tell you how to fix the message so it is SHAFT compliant.
Can I send an abandoned cart follow-up campaign?
Yes! Abandoned cart follow-ups can help you convert high intent buyers into purchases and drive engagement and sales.
To get started:
Go to Marketing in your Online Square Dashboard.
Under Campaigns, click Create a campaign > Text message.
Select Automated > Recover an Abandoned Cart.
Design your campaign. You can personalize your campaign with text, emojis, and up to three custom links.
Note: If you have a Square Online Premium or Performance plan, check to see if your abandoned cart template is active by going to Communication in your Square Online dashboard.
How can I check if I texted a specific customer?
You will be able to see all activity associated with a specific customer in the Customer Directory. Simply click on a profile to view past transactions, text marketing messages, email marketing messages, customer feedback, etc.
Where can I see how many texts were sent in each campaign?
Get real-time reports wherever and whenever you want. Use our text marketing software to see how many text messages were sent, how many people clicked on your link, as well as how many made purchases as a result of your campaign.
To view reporting on a marketing campaign:
1. Navigate to the Marketing tab of your online Square Dashboard.
2. Select Campaigns. By default, all your campaigns will be shown. To filter by campaign type click Campaign Type.
How are sales tied to my text message campaigns?
You can track attributable sales and purchases (the amount of money you make from sales and the number of purchases) by customers who have received a Square Text Message Marketing campaign and then made a purchase within 14 days of receiving the message.
How do my customers redeem the coupon I sent?
When you send customers a coupon campaign, they will receive a link that contains their unique coupon code. Read more about how to apply coupons to your customers’ transactions.