Which plan do i need to customize SMS notification ?

[JKS]

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

[Helen · Accepted solution]

Hey, @JKS. 

Thanks for the screenshot! 

You are correct. Editing the SMS templates is unavailable during the free trial period. Even though you have chosen a plan, the status of the store is technically still in trial since you won’t be invoiced for your chosen plan until the trial officially ends. This is a feature put in place in order to prevent any misuse of the platform.

Therefore, you have two options in order to be able to edit SMS notifications: 

1. You can wait until your trial period is over, and your first invoice is paid. The editing ability of SMS notifications will automatically become available then. 
2. If you prefer to end your trial period earlier and begin your billing cycle, I can facilitate that for you as well by initiating the payment of your first invoice. This will put you on your chosen subscription plan, and all features will become available to you.

Let me know what you decide, or if you have any further questions. I’m here to help!

[Helen · Accepted solution]

Hello Community members!

Thank you for all taking the time to follow up in this thread to express your interest in adjusting your account off of the free trial period, and on to a paid plan in order to customize your SMS notifications. 

This feature, of needing to be on a paid plan in order to edit these notifications, has been put in place to help prevent any unsupported behaviour from occurring to merchant customers who choose to enter their phone numbers when checking out. As such, each request to have a plan adjustment now needs to be reviewed on an individual basis by our Financial Services department. This review ideally takes 24-72 hours, however with the current support demands longer wait times can be expected. Please note, not every request to upgrade to a paid plan will be possible at this time. 

If your store is currently on its trial period and you would like to be considered for this option, please reach out to support through one of the channels found here on the contact page to discuss further.

Thank you for your patience and cooperation.

[Helen]

Hi, @JKS. 

I’m Helen from Shopify Support. Welcome to the Community, and thanks for reaching out about this!

You should be able to customize SMS notifications on any paid subscription plan. Therefore, could you please tell me more about what you are experiencing that is preventing you from editing yours so that I can help.

Thank you!

[JKS]

Hi,

when i want to customize the SMS template for "Shipment", I've got this message : "Custom SMS templates unvailable. Modifying SMS templates is not possible on your plan"

Here is a screenshot : 

Is it because I'm in the 90-day free trial ? However I suscribed for the Basic Shopify Plan.

Thank you for your response.

[Helen · Accepted solution]

Hey, @JKS. 

Thanks for the screenshot! 

You are correct. Editing the SMS templates is unavailable during the free trial period. Even though you have chosen a plan, the status of the store is technically still in trial since you won’t be invoiced for your chosen plan until the trial officially ends. This is a feature put in place in order to prevent any misuse of the platform.

Therefore, you have two options in order to be able to edit SMS notifications: 

1. You can wait until your trial period is over, and your first invoice is paid. The editing ability of SMS notifications will automatically become available then. 
2. If you prefer to end your trial period earlier and begin your billing cycle, I can facilitate that for you as well by initiating the payment of your first invoice. This will put you on your chosen subscription plan, and all features will become available to you.

Let me know what you decide, or if you have any further questions. I’m here to help!

[JKS]

Ok thank you for the information.

So I would like to get the option 2 : i prefer to end my trial period now so that all features will be available. Could you tell me what to do ?

Thanks

[Helen]

You’re welcome, @JKS! 

I am sending you an email so that I can authenticate you, and we can move forward with making the plan adjustment on your account. Please keep an eye out for it!

[JKS]

Hi Helen,

thank you. It works.

Sincerly,

[ApkFactor]

If a customer choses not to use their phone number during checkout, then how can we enable the opt in for order updates which gives your customer a way receive SMS updates after an order is placed??? Can we do this through any web

[DavidCallay]

Hi, I also would like to get the option 2 : i prefer to end my trial period . Could you tell me what to do ? Please help me

[myecomempire]

I need to fix this problem ASAP please contact me

[Musa1996]

Hi there Helen!

I am currently experiencing the same problem. Could you send me the link as well? I would like to end my trial and customize my sms template.

Sincerely,

Musa

[LAFaceMasks]

Hello I need to end my trial period so I can access the SMS template as well. Please charge for basic plan. 

[Tyler4Southcott]

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

[Helen]

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

[megalore]

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]

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!

[LinasJ]

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]

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 > Languages’ from 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.

[ramonxu]

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!

[ramonxu]

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]

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?

[SMFood]

We've like to end our trial early too so we can customise the SMS templates. What do I need to do?

[Helen]

Hey, @SMFood. Welcome to the Community!

Did you happen to read through the rest of this thread? In my previous post, just before yours, I advise on how to proceed with a review of your account to see if you’re eligible to move onto a paid plan prior to the end of your trial: You’ll need to please reach out via live chat, email or phone callback through the Help Center to proceed with this.

Thanks!

[prankoyz]

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]

Hey, @prankoyz.

I’m sorry for any confusion there has been around this! I am happy to help you switch off of your trial period and onto a paid plan so that you can edit the SMS notifications on your store. 

I’ve sent you an email so that we can proceed with making the plan adjustment. Please reply at your earliest convenience.

[prankoyz]

Thank you so much!

[Joe-ShadyHill]

Hello Helen.

  I would like to do the same thing.  I would like to the middle plan (79.99 per month) and am ready to start right away so that I can make these same changes.  Thank you for your help.  Joe

[Helen]

No problem, @Joe-ShadyHill! 

I am sending you an email to gather your store details so we can make the change for you as well. Please watch for it.

[ISODelivery]

I have the exact same problem. Can you help me to convert my store immediately? Thanks!

https://iso-delivery.myshopify.com

[Helen]

Hello, @ISODelivery  and @John1403.

Thanks for following up on this thread! For immediate assistance with moving off of the trial and onto a paid subscription plan, please contact a member of our live support team here. 

Otherwise, if the change is not time sensitive for you, please keep an eye out for an email that I will be sending you to authenticate your accounts in order to move forward with making the plan change on it. Please reply back to the email if that works best for you.

[Sheila4]

Hi Helen,

Thank you for all your help on this thread.   I would also like to convert my plan so I can change the SMS message.

I have clicked your link to contact support, but it doesn't seem to load,

Could you please contact me so we can move forward with payment?

Domain is warren-greenhouses.myshopify.com   Thank you!

[John1403]

Hi I have exactly the same problem - and want to have my trial plan converted so that I can edit the SMS notifications.

Please let me know when this is able to be done

https://johns-test-pharmacy.myshopify.com/

Thanks

John

[Bluegrocer]

I have the same problem, can you initiate my plan. i have the same problem and i need to edit SMS content.

[sheactaylor]

Hi! I am having the same issue, could I end my free trial period so I have all of the features as well? 

Thank you, 

Shea Taylor

[GregBuck]

I want to stop my free trial and start the basic plan. I also want to change my SMS messages to customers in our pickup world, I want to stop sending Text that talk about shipping... How do I start my basic plan?

[Helen · Accepted solution]

Hello Community members!

Thank you for all taking the time to follow up in this thread to express your interest in adjusting your account off of the free trial period, and on to a paid plan in order to customize your SMS notifications. 

This feature, of needing to be on a paid plan in order to edit these notifications, has been put in place to help prevent any unsupported behaviour from occurring to merchant customers who choose to enter their phone numbers when checking out. As such, each request to have a plan adjustment now needs to be reviewed on an individual basis by our Financial Services department. This review ideally takes 24-72 hours, however with the current support demands longer wait times can be expected. Please note, not every request to upgrade to a paid plan will be possible at this time. 

If your store is currently on its trial period and you would like to be considered for this option, please reach out to support through one of the channels found here on the contact page to discuss further.

Thank you for your patience and cooperation.

[jewelzr]

I am in the same situation. I am int he 90 day free trial and want to edit my SMS notifications. I can't contact support, everytime I go to the link to login, it just resets itself. Maybe because I'm in the free trial. Ugh. It's a loop. How do I move my account to basic subscription.

julies-masks.myshopify.com

[MYMCapital]

Hi @Helen  I'm having the same issue. Cannot edit the SMS form because I'm on a 3 month trial but I'd like to start the subscription so that I can edit it. Can you please message me as well?

---

@Helen wrote:

Hey, @prankoyz.

I’m sorry for any confusion there has been around this! I am happy to help you switch off of your trial period and onto a paid plan so that you can edit the SMS notifications on your store. 

I’ve sent you an email so that we can proceed with making the plan adjustment. Please reply at your earliest convenience.

---

[zenthings]

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]

Hello, @zenthings! I'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. 

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!

[ricecoffeehouse]

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]

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!

[ricecoffeehouse]

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]

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,

[JKS2]

Hi Helen,

I've got the same problem for my 2nd shop. Could you end my trial period and begin the billing cycle so that i can customize the sms template.

Thank you.

[JKS2]

Hi Helen,

i've contacted the support team but they told me that it would take 24-72 days !

Could you please facilitate the process to end my free trial period and start my Basic Shopify Plan. We have to open the shop and we can't customize the SMS templates.

Thank you.

Sincerly,

[Helen]

Hello again, @JKS2! 

Thanks for reaching out to the live support team for this. That's the quickest way to implement it. That being said, the plan change can take 24-72 hours to implement since it can require an escalation to our Billing department. Therefore, I suspect there was a typo in the timeframe you received from the Guru you interacted with. 

Since it has been longer than 24-72 hours since you posted about it in this thread, please let me know if you still require assistance with this, or if it has already been taken care of via your previous support ticket?

Thanks!

[JKS2]

Hi Helen,

i need assistance because i’m still in trial period and i can’t customize the sms template. The shop is already open.

Could you please accelerate the process so that we can start the basic shopify plan now.

Thank you

[JKS2]

Hi Helen,

ok it works for me now.

Thank you.

[AndreeaP]

Hi, I would like to chose the option 2 for my account. What should I do ? 

[Westley]

Hi Helen,

I would like to end the free trial period early as the customised SMS plays a key role in our business process. Can you help to initiate the payment for Basic Shopify Plan?

Thanks,

Westley

[lintoya]

Hi,

May we also avail of option 2 for our store? We would also like to be able to edit our SMS templates, but are still stuck in our free trial for the next 2 months.

[LynnC]

How to include the product name in the sms notification? is it even possible? 

[kevchang12]

Hi Helen,

I am no longer in the trial, but I still get the message referenced above. Can you please assist?

[letseatpapio]

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

[Helen]

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!

[maikedeebi]

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!

[maikedeebi]

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 · 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!

[VisnjaBravoBeba]

I also want to stop trial period and be able to customize SMS notification.

Would you please provide me how to do that

Best Regards

[Helen]

Hi, @VisnjaBravoBeba. Welcome to the Community, and thanks for reaching out! Did you happen to read my previous post within this thread that is marked as an Accepted Solution? It outlines some considerations, and the steps to take to look into moving your account from a trial plan onto a paid plan. 

Please keep in mind that not all requests to switch to a paid plan are granted. As well, higher support demands mean that it can take longer than usual for your account to be reviewed for eligibilty. Therefore, if you don’t have a lot of time left on your trial, I recommend waiting until your account automatically transitions over to a paid plan as a more efficient measure to being able to edit your SMS Notifications. However, if you would like to move forward with the review anyways, please visit the Shopify Help Center and log in to your account to create a support request. We’re currently unable to assist here in the Community with account-specific requests like this, therefore we'd be happy to continue helping you through live chat, email, or callback instead. 

I hope this information helps. If you do have any further questions or concerns please let me know. All the best!

[Soulbahrain]

Hi Helen, 

I need to do the same, how can i stop the free trial and start my paid plan?

[Helen]

@Soulbahrain, I’m happy to look into this for you and escalate your request to the Financial Services department to see if it is possible for your account. Please watch for an email coming to your inbox from me shortly. 

@kevchang12, I apologize I didn’t see your post sooner! Are you still having trouble being able to edit your SMS notifications?

[StudioHS]

Hi Helen, 

I am having the same problem as well and saw this. Can you help me resolve the matter as well? Thank you 

[Helen]

Of course, @StudioHS! Happy to help. Please first review the considerations given in the Accepted Solution within this post. If you decide to move forward with the request, your next step will be to contact a Support Advisor through live chat, email or phone callback as explained previously, and they’ll be able to initiate an escalation on your behalf.

All the best!

[ken222]

Hello @Helen ,

I have been off the 14 day free trial for a month now and I still can't edit the SMS HTML code. I paid for the basic shopify plan on April 19th and the next bill will come in a few days since it's been a month. I don't know why it won't let me edit the code still. I attached the image below for your reference. I have already tried chatting with support but they seem like they don't know what to do.

 

[magecomp]

Hello @JKS 

In case if you want to try this app https://apps.shopify.com/mage-whatsapp-bot? for customized SMS and WhatsApp.

[VuNguyen]

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.

[Helen]

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!