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Which plan do i need to customize SMS notification ?

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JKS
New Member
6 0 0

Hi,

 

I have a Basic Shopify Plan and I can't customize SMS notification. Which plan to choose if I want to customize my SMS notifications ? Shopify or Advanced Shopify ?

 

Thank you

Replies 69 (69)
Tyler4Southcott
New Member
2 0 0

Hey Helen, I'm having the same issue. Can you please do the same for me?

Helen
Shopify Staff
Shopify Staff
1425 174 261

I’d be happy to, @Tyler4Southcott! Watch for an email coming your way shortly, so that I can look into this for you.

Helen | Social Care @ Shopify 
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zenthings
New Member
1 0 0

Hello, 

 

I would like to end my trial too and pay my first invoice as I am facing the same issue. could you please assist?

 

Thanks,

 

Helen
Shopify Staff
Shopify Staff
1425 174 261

Hello, @zenthingsI'll gladly look into this for you too. 

 

Do you know what date your trial ends on? I’m asking because as I mentioned in a previous reply in this thread (see the screenshot below), the request to move onto a paid plan before your trial ends needs to be escalated to our Financial Services team for review. Not all requests to be billed early are granted, and the process can take up to 3 business days, sometimes longer based on support needs, to hear back. 

20-09-3h1my-la4gx

 

Therefore, I recommend assessing your account status to see if it makes more sense time-wise to wait for your first invoice to be issued on it’s own, which would then also automatically enable SMS notification editing abilities. 

 

Let me know what you think, and if you’d like to proceed with moving forward with the escalation.

 

Thanks!

Helen | Social Care @ Shopify 
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ricecoffeehouse
Tourist
3 0 1

Hi Helen,

Is the review by Financial Services still in place? We're hoping to open on Monday, but cannot edit the customer SMS messages even though we've entered our payment info for our plan. The chat support member suspected that change from trial status would come within 24-48 hours from our payment, but it seems from this thread that I should reach out to Financial Services. Please let me know if there is anything I can do to end our trial status before Monday!

Thank you so much,

Sophie

Helen
Shopify Staff
Shopify Staff
1425 174 261

Hi, @ricecoffeehouse! Yes, the review is still in place. Entering your billing information into your account and choosing a plan will ensure your store automatically transitions over to your plan of choice and issues your first invoice, once your trial time ends; It doesn’t end your trial time and invoice you for your first subscription immediately, I’m afraid.

 

When is your 14-day trial set to end? You can check this by going to ‘Settings > Plans and permissions’. The date your trial began is displayed in the Member Since area.  

 

If there is still substantial time remaining on it, and you feel it will be a good use of time to escalate your request to be billed for your first invoice, I’m more than happy to do so. Let me know what you decide!

Helen | Social Care @ Shopify 
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ricecoffeehouse
Tourist
3 0 1

Hi Helen!

I reached out to a Shopify support member after looking at this thread just in case it was still in place, and they said they'd submit a request for me. I haven't received any notification of a billing request or review in process; is there a way I can look this up or maybe you can check that Financial Services has received a request for our site? Our trial ends in a week and we opened today, so I am really hoping to be able to edit SMS as soon as possible.

Thanks so much,

Sophie Clayton, Quality Manager at Rice Coffeehouse

Helen
Shopify Staff
Shopify Staff
1425 174 261

Absolutely, @ricecoffeehouse. I’m happy to look into this for you.

 

Did you receive a ticket number via email from the Support Advisor you spoke with? The fastest way to follow up with it would be to reply to that email, and request an update. However, I’m also sending you an email in order to authenticate your account so that I can proceed with looking into it for you, if required. Please watch for it and reply when you get a chance if you are still needing me to follow up from my end. 

 

Thanks,

Helen | Social Care @ Shopify 
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VuNguyen
New Member
1 0 0

Hi, Team Shopify Support.

Currently, I am using Basic Plan in shopify, but i can't edit SMS in "order confirmation" section. as attached picture. Please, Can you explain to me this problem.
Thanks for supporting.1.JPG2.JPG

 

 

Helen
Shopify Staff
Shopify Staff
1425 174 261

Hey, @VuNguyen

 

That’s unusual! SMS Notifications are only able to be edited when on a paid plan (ie. you can’t be within your trial time). Therefore, since your store was started on July 30, 2020 you should have transitioned out of your 14-day free trial by now, and onto a paid plan. 

 

As a first step towards troubleshooting this, please confirm you have been issued invoices for your subscription since your trial ended. Please go to ‘Settings > Billing’ and note if there are any paid invoices within the Bills section.

 

Let me know what you find, and we’ll go from there!

Helen | Social Care @ Shopify 
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letseatpapio
Tourist
3 0 1

Can you start my paid plan so I can edit SMS notifications also

Helen
Shopify Staff
Shopify Staff
1425 174 261

Hi, @letseatpapio!

 

I’m happy to look into this for you too. Please keep in mind that it can take longer than usual lately to have your account reviewed for eligibility for ending your trial. Additionally, as mentioned earlier in this thread, not all requests are approved. 

 

When are you planning to launch your store? How many days do you have left on your trial? If you aren't planning to launch immediately and you have a week or less left of trial time, I would highly recommend waiting for the trial to end on its own. Access to editing SMS notifications will automatically enable at that time (provided you've chosen a plan), and so it will be the most efficient way to go about it.

 

Let me know!

Helen | Social Care @ Shopify 
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megalore
New Member
1 0 0

Hi, please also help me. I have the same problem. "

Custom SMS templates unavailable

Modifying SMS templates is not possible on your plan."

I can't edit alos.  Here's my email: megaloreph@gmail.com

 

I really need to activate my SMS confirmation, please send me the instruction. Thank you and God bless!

Helen
Shopify Staff
Shopify Staff
1425 174 261

Hi, @megalore! Welcome to the Community; Thanks for reaching out. 

 

In order to know more about how we can go about solving this for you, could you please tell me if you are still on your 14-day trial? Or are you already on a paid plan and the SMS template is not able to be edited?

 

I’ll watch for your reply. Thanks!

Helen | Social Care @ Shopify 
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LinasJ
New Member
1 0 0

I need to edit this too. I'm starting my site this night, and sms is in english, my site is in different language. 

I must edit sms now, but we still have a week of free trial. 

Translators are sitting here and I pay them for hours 

This is so bad

Helen
Shopify Staff
Shopify Staff
1425 174 261

Welcome to the Community, @LinasJ. I completely understand your urgency, so I’m happy to help! 

 

Please note, an escalation of your request to move onto a paid plan does take some time for our Financial Services department to receive and review. Therefore, I just want you to be aware that going about it this way might not resolve it prior to the end of your trial. However, I’m more than happy to escalate it for you anyways, in hopes that it does have a quick turnaround time for you. Please watch for an email from me so that we can proceed with it.

 

Did you change the language of your theme manually as well, using your translators? Or did you update it automatically by going to ‘Settings > Languagesfrom your admin? Just an FYI, when updating the language from your Settings, all email notifications will be translated automatically when left unedited. You can read more about it in the Help Doc for Changing the language of your email templates.

Helen | Social Care @ Shopify 
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ramonxu
New Member
1 0 0

Hi, please also help me. I have the same problem. "

Custom SMS templates unavailable

Modifying SMS templates is not possible on your plan."

I can't edit alos.  Here's my email: ramonxu @gmail.com

I have basin plan.

I really need to activate my SMS confirmation, please send me the instruction. Thank you!

Helen
Shopify Staff
Shopify Staff
1425 174 261

Hey, @ramonxu. Thanks for reaching out! Did you have a chance to read through the previous posts in this thread already? 

 

To summarize, in order to be able to edit your SMS notifications, the Financial Services department will need to review your account. If approved, they will manually switch you onto a paid plan. This process isn’t immediate, and is in fact taking even longer than usual lately due to high support demands on the department. Therefore, oftentimes it is actually quicker to choose a plan, and once your trial expires on its own, the SMS notification template will automatically become available for editing.

 

Let’s assess it together and see which would be the most efficient way for you to get access to the SMS template. How many days are left on your trial?

Helen | Social Care @ Shopify 
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maikedeebi
New Member
1 0 0
 

Hi Helen!

I exactly have the same problem. A customer support initially said I need to end the trial period. A second customer support said there's no need to end the trial period for this function but  actualy directed me to this post. I would like to officially end my trial so I can edit my SMS Templates. Please help!

Helen
Shopify Staff
Shopify Staff
1425 174 261

This is an accepted solution.

Hey, @maikedeebi. Welcome to the Community, and thanks for taking the time to contribute to this thread. I’m happy to clarify the information you've been given, and outline your options moving forward. Here’s the scoop:

 

It is possible to escalate a request to end your trial period early, and be put onto a paid plan in order to have access to editing your SMS notifications. However, this request isn’t always guaranteed to be approved, and due to the high volume of support requests currently, it can take some added time for your escalation to even be reviewed. 

 

Therefore, what I suspect was the intent behind the information you received from your previous interactions, is that it currently tends to be more efficient to wait for your trial to end on it’s own; Your account automatically switching over to a paid plan (provided you’ve entered your billing information and chosen a plan prior to the end of your trial), has a higher likelihood of occurring before your escalation is reviewed. How much longer is left on your trial anyways? Is there an urgent reason you are needing to edit these notifications prior to the end of it?

 

That all being said, if you decide that you’d like to proceed with putting in a request anyways, we are happy to consult with our Financial Services team to see if we can proceed with an escalation for you. 

 

In order to do so we will need to access your account information. At this time, we are unable to assist with account specific support like this through the Community, so I do need to direct you back to our contact page to login and connect via a live chat, callback or email. In order to save some time so that the Support Advisor you speak with can help you as quickly as possible though, please share your previous ticket number along with this summary of your request at the beginning of your conversation:

 

“I am currently on my 14-day free trial, and I would like to switch over to a paid plan before it ends so that 
I can edit my SMS Notifications”.

 

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Let me know if I can help with anything else. Thanks!

Helen | Social Care @ Shopify 
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