Frequently Asked Questions

Units depend on character count and encoding. GSM-7 uses 160 for one SMS and 153 per part in long messages; Unicode uses 70 then 67. Calculation occurs after recipient placeholders are replaced.

No. Phone data can be in any column and you may map more than one phone column. Select the sheet, heading line and every Recipient phone column.

Use Auto detect or select the line containing headings. The importer can search later lines for likely headings.

Excel headings and contact custom fields become tags such as {name}, {amount} or {table}. Only mapped tags are shown.

Formats such as 0757123456, 757123456 and 255757123456 are accepted and normalized to 255… before sending.

Available balance can fund new campaigns. Reserved balance is held for scheduled or confirmed campaigns until sending, cancellation or reconciliation.

Yes, before it is sent. Eligible funds return from reserved to available balance.

Pending awaits processing; sent was accepted by the provider; delivered was confirmed; failed was unsuccessful. Status updates from provider reports.

A client requests one, then an administrator reviews it or assigns a provider-authorized ID to the account.

STOP or opt-out adds the number to the suppression list so it is not charged or contacted by later campaigns.

No. Read is a WhatsApp provider status; Card opened tracks the private card link. SMS does not provide a WhatsApp-style Read status. A failed WhatsApp delivery can also be caused by provider restrictions, not only an app error; inspect the reported reason before retrying.

Review the date/time, recurrence and end date where available, recipients and total reserved budget. Read the final confirmation. Queued or processing sends must not be submitted again. Manual deletion/cancellation requires its confirmation and should not be treated as undoing messages already delivered.

The client Deposit screen now uses secure ClickPesa checkout. Wallet credit follows payment verification. Check the reference and status before paying again; opening checkout is not proof of payment.

For ordinary campaigns, final confirmation can authorize automatic funding/sending if enough money arrives within the displayed one-hour payment window. Read that confirmation carefully. Contribution reminders are different: they need manual review and confirmation after an insufficient-balance alert.

No. Save the draft, open its delivery review and complete final confirmation. Internal owner preview should not count as a guest opening; WhatsApp Read and Card opened are separate report fields.

Yes. Choose the channel before review. SMS uses an approved Sender ID and editable message; WhatsApp uses the available approved Invitation Card Preview template with opt-in. Both shows requirements and costs for both channels.

Enable Single/Double labels if desired. Permitted guests 1 becomes SINGLE and 2 becomes DOUBLE on the card. Excel Single/Double values map to 1/2. RSVP and admission use that recipient’s permitted count; there is no separate maximum-guests-per-invitation input.

The composer tries to optimize/compress it below the per-image limit before upload. An unreadable/unsupported image or failed optimization needs a replacement or manual resize. Follow the displayed error and check the saved draft before retrying.

Send again, selected guests and new-guest batches remain inside the main invitation and reuse its management/scanner. Duplicate invitation is different: it creates a separate event draft.

Successful or pending channels are protected from retry. Select SMS, WhatsApp or both and inspect the eligible count. A different channel may be eligible for a failed guest, but retry does not mean resend to everyone.

Dashboard Scan card starts the scanner and resolves the scanned pass against invitations you own or may scan. A private staff link grants its own access; having a code alone does not grant management/scanner access.

Yes. Look up the QR or entry code, enter only the number arriving now and press Verify. Remaining places stay usable until exhausted or expiry. Green/yellow/red show unused/partial/fully used status in the scanner.

No. Contributions is the owner’s private register of pledged/paid amounts. You update records yourself. The SMS wallet pays message/card costs separately.

No. Contribution reminders rebuild recipient eligibility and amounts from current records at sending time. An insufficient SMS wallet balance creates an alert and requires review; top-up alone does not auto-send them.

Yes. Select the default or a saved template, edit it, update the existing template or save as new. Only the listed contribution placeholders are supported.

A guest link opens that recipient’s card/RSVP. A private staff link grants the configured scanner or guest-manager access. Treat links as confidential; regenerating/revoking links affects previously shared access. Card expiry limits use.

Clients review required policies when prompted. Super Admin can check compliance and each client’s historical versions, EAT timestamps, IP/user agent and export CSV. These values are audit records, not verified physical location/device identity.

Send the campaign/main reference or payment reference, the time, selected channel, exact error and a screenshot. Never share passwords, OTPs, access tokens, full private card/scanner links or payment credentials. Check the existing report first to avoid duplicate sends.