Frequently Asked Questions

Getting Started

Do you need to complete KYC to start sending?

No. Light onboarding lets you start sending immediately with just a verified email and phone number:

• 6 pre-built OTP and verification templates
• 500 sends/day per template
• Full REST API access
• Send to any phone number

Full account verification is required when you want to create your own custom templates or send from your own number. Start with light onboarding →

How long does setup take?

Light onboarding: ~2 minutes to verify your email and phone.

Full production setup: 10-15 minutes:

• Account creation: 2 minutes
• KYC verification: 5-10 minutes (usually approved within hours)
• Channel setup: 3-5 minutes
• First message: 2 minutes

Do you need a Meta Business account?

Only if you want to send WhatsApp messages. SMS works without Meta. You can create a Meta Business Portfolio during the WhatsApp setup process.

Is there a free trial?

Yes, and you can start sending real messages immediately:

• Light onboarding: Verify your email and phone and get 6 pre-built templates, 500 real sends/day, and full API access. No credit card required. Start here →
• Playground: Send messages directly from the dashboard with no code - see the Playground page walkthrough.
• Sandbox mode: Add "sandbox": true to any API request to validate without sending real messages or incurring charges.

Pricing & Billing

How much does Sent cost?

Pricing is usage-based: you pay for the contacts you message plus carrier pass-through fees, which vary by channel and destination country. See the Sent pricing page for current rates and an interactive cost calculator.

What happens if you run out of balance?

Your send requests are still accepted with a 202 response, but each message is finalized as BLOCKED instead of being dispatched. The BLOCKED status appears on GET /v3/messages/{id} and arrives as a message.blocked webhook, and you are not charged. Add credits manually from the Billing page, or enable Auto Charge to top up automatically before your balance hits zero. See Auto Charge in the dashboard walkthrough for setup instructions.

Only the legacy v2 send endpoints reject an out-of-balance request synchronously with a 402 error and code BUSINESS_003.

Why did your Auto Charge payment fail?

The most common reasons are an expired card, insufficient funds, or your bank blocking an off-session (automatic) charge. If a payment fails, you'll receive a "Your payment didn't go through" email with the decline reason, and a red alert banner will appear on your Dashboard. Go to Billing → Payment Methods to update your card. Auto Charge resumes automatically once a valid method is on file.

Do you offer volume discounts?

Yes. Contact sales@sent.dm for custom pricing on high volumes (1M+ messages/month).

Messaging

What's the difference between SMS, WhatsApp, and RCS?

How fast are messages delivered?

• Queued to Sent: < 100 ms
• Sent to provider: < 1 second
• Delivered to device: 1-30 seconds (carrier dependent)

Can you send messages internationally?

Yes. Sent supports messaging to 200+ countries. Compliance requirements vary by destination - check the Compliance Guide.

Templates

Does RCS require template approval?

Yes. Like WhatsApp, RCS requires template approval before you can send. All channels go through the same onboarding and template approval procedures.

How long does WhatsApp template approval take?

Typically 24-48 hours. You can send SMS messages using the template while waiting for approval.

Why was your template rejected?

Common reasons:

• Promotional content in utility category
• Violating Meta's commerce policies
• Missing context or poor grammar
• URLs in body (use buttons instead)

Can you edit an approved template?

No. Approved templates are locked to ensure consistency. Create a new template version instead.

Webhooks

Do you need webhooks?

Not required, but strongly recommended for:

• Delivery confirmations
• Real-time status updates
• Template approval notifications
• Failed message handling

What URL should you use for webhooks?

Your webhook endpoint must be:

• Publicly accessible HTTPS URL
• Return 2xx status codes
• Respond within 5 seconds

Can you test webhooks locally?

Yes. Use ngrok or similar tools to expose your local server.

Technical

Which SDK should you use?

Choose based on your stack:

• TypeScript/Node.js: @sentdm/sentdm
• Python: sentdm
• Go: github.com/sentdm/sent-dm-go
• Other languages: Raw HTTP or community SDKs

What's the API rate limit?

Limits are enforced per minute and differ between standard and sensitive endpoints. See the rate limits reference for the current limits, response headers, and backoff guidance.

How do you handle errors?

See the Error Handling Guide for retry strategies, circuit breakers, and best practices.

Security

Is Sent SOC 2 compliant?

Yes, Sent is SOC 2 Type II certified. Contact Sent for compliance documentation.

Where is data stored?

Data is stored in AWS regions (US and EU). Contact Sent for data residency requirements.

How do you rotate your API keys?

1. Generate new key in Dashboard
2. Update your app
3. Deploy changes
4. Delete old key

Support

How do you get help?

1. Check this FAQ
2. Review Troubleshooting
3. Search documentation
4. email support@sent.dm

What's the support response time?

Response times vary by plan. See support response times for the current matrix.

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