Frequently Asked Questions
Getting Started
What’s included in the Netcapz free trial?
When you start your free trial with Netcapz, you’ll get full access to all of our features. There’s no need to provide credit card details to get started.
As part of your trial, we also give you 2 credits to explore and test any of our messaging services. And, for users based in the USA, Canada, Australia, and the United Kingdom, we offer a free local number for the first month to help you get started.
How do you protect my privacy?
At Netcapz, we take your privacy seriously. Your sensitive information is fully protected and cannot be accessed or shared with third parties, except when required by legal authorities.
We employ industry-leading security measures to safeguard your data. All communications between your device and our servers are encrypted with a 256-bit SSL certificate, issued by GlobalSign.
Netcapz is fully GDPR compliant and SOC 2 Type II certified, ensuring the highest level of data security and privacy.
For more details, please review our Terms of Service and Privacy Policy.
Are there any messaging restrictions with Netcapz?
When using Netcapz services for direct marketing, you are fully responsible for ensuring that your messaging complies with all relevant legal requirements and respects the rights of data subjects. Additionally, you are solely accountable for the content of the messages sent, as Netcapz provides the platform for the service, but not the content.
Netcapz does not offer legal advice, as laws and regulations can vary by country. We strongly recommend consulting with a local legal professional to ensure that your communications with clients are in line with applicable laws.
For more information about messaging best practices, refer to the following:
- Netcapz blog on text messaging laws and regulations
- CTIA guidelines for messaging and best practices
How do I contact Netcapz support?
If you encounter any issues or have questions, Netcapz support is here to help. You can reach out to us through the following channels:
- Email: For assistance, email us at admin@netcapz.cloud (Available 24/7)
- Live Chat: Simply click the live chat icon on our website to connect with a support agent instantly.
- Phone: You can call us during the following hours:
- Monday to Friday: 06:00 – 00:00 UTC
- Saturday to Sunday: 09:00 – 17:00 UTC
We’re here to assist you and ensure you have the best experience with Netcapz!
Frequently Asked Questions
Billing
How secure are payments on the Netcapz website?
At Netcapz, we use a trusted and secure payment gateway—Stripe—to process all payments on our behalf. We do not store any credit or debit card details on our site. All payment information is securely handled by a third-party PCI-compliant payment gateway.
Our servers are located in a highly secure environment with limited access, ensuring that your data remains safe.
We guarantee that no sensitive payment information will be accessed by any unauthorized third parties, unless required by law.
Data transfer between your device and our servers is fully encrypted with 256-bit SSL technology, issued by GlobalSign, to protect your information at all times.
What is the Pay-As-You-Go billing model?
The Pay-As-You-Go (PAYG) billing model allows you to pay in advance for the services you use, without any long-term commitment.
You’re not locked into a fixed number of messages each month, and you have the flexibility to stop the service whenever you choose.
Netcapz operates on a 100% Pay-As-You-Go basis, giving you full control over your spending.
Do you offer post-pay contracts?
At Netcapz, we do not offer post-pay or unlimited texting contracts. Our service is entirely prepaid, allowing you to pay upfront for the credits you need.
Rest assured, your SMS credits never expire, and there are no hidden fees.
How can I make a payment?
To make a payment, simply visit the Buy Credit page and follow the on-screen instructions.
Netcapz operates on a pay-as-you-go model and accepts the following payment methods:
- Visa
- MasterCard
- American Express
- PayPal
- Bank transfer
We do not store your credit card details, unless you enable the Auto-recharge feature.
For added convenience, we recommend activating Auto-recharge, which automatically tops up your account when your balance falls below a set threshold.
What is Auto-recharge and how does it work?
Auto-recharge is a convenient feature that automatically adds SMS credits to your account whenever your balance drops below a specified amount.
This ensures you won’t run out of credit unexpectedly, preventing any service interruptions.
Auto-recharge is available with both credit cards and PayPal. Once activated, your payment method will be charged automatically, just like making a manual purchase, but without the need for approval each time.
Please note that Auto-recharge is not the same as a subscription. While both involve recurring payments, Auto-recharge only replenishes your credit when needed, without a fixed monthly fee.
Do you send balance alerts when my balance runs low?
Yes, Netcapz will send you a low balance alert via email when your balance falls below the threshold you’ve set on the Balance Alerts page.
To avoid any service interruptions and ensure your SMS messages are sent without delay, we recommend enabling Auto-recharge, which automatically tops up your account when your balance gets low.
What is Auto-recharge and how does it work?
Auto-recharge is a convenient feature that automatically adds SMS credits to your account whenever your balance drops below a specified amount.
This ensures you won’t run out of credit unexpectedly, preventing any service interruptions.
Auto-recharge is available with both credit cards and PayPal. Once activated, your payment method will be charged automatically, just like making a manual purchase, but without the need for approval each time.
Please note that Auto-recharge is not the same as a subscription. While both involve recurring payments, Auto-recharge only replenishes your credit when needed, without a fixed monthly fee.
Do you keep credit card details on file?
No, Netcapz does not store your credit card details directly on our servers. Instead, they are securely stored on a PCI-compliant and extra-secure Stripe server, ensuring your information remains protected.
Will I be charged VAT or other taxes?
UK customers
All customers from the UK will be charged 20% VAT on their purchases.
EU customers
Customers within the EU will also be charged VAT. To avoid VAT charges, you can enter your VAT registration numberon your Account page. Once updated, VAT will no longer be applied to your purchases.
US customers
Netcapz applies sales tax based on state nexus thresholds. The applicable tax rate may vary depending on your location and will be added to the total purchase price.
If you’re eligible for a tax exemption, please email your exemption certificate to support@netcapz.cloud before making a payment.
How am I charged when I send text messages?
When you send bulk text messages, your account balance is deducted based on the following factors:
- Message length: Longer messages, which require multiple SMS parts, will cost more.
- Message destination: Charges may vary depending on the destination of your text messages.
- Number of recipients: The more recipients, the higher the cost.
Additional charges may apply for receiving incoming text messages and responses.
For detailed pricing, please visit the Netcapz Pricing page.
How do I pay for a dedicated number and Sender ID subscriptions?
When you purchase a dedicated virtual number or apply for a Sender ID, the subscription is billed on a monthly basis, with renewal occurring on the same day each month as your initial purchase.
Please note that credit is deducted from your Netcapz account balance for renewals, rather than from your credit card or PayPal account.
If your account balance is too low to cover the renewal, we reserve the right to cancel the number or Sender ID permanently.
To prevent service interruptions, we recommend enabling Auto-recharge.
For detailed pricing information, please visit the Netcapz Pricing page.
What is your refund policy?
Used funds are non-refundable under any circumstances.
However, we will refund unused credit upon request.
To request a refund for unused credit, please email us at support@netcapz.cloud. Be sure to include your name, company name, email address, and the reason for requesting the refund. Please allow up to seven business days for us to process your refund request.
Refunds will be issued via the same payment method used for the original purchase. For example, if you paid with a credit card, the unused credit will be refunded to that card.
Frequently Asked Questions
Account management
Where is my data stored?
Your data is securely stored on our servers, located in a secure data center in Europe. These servers are in a restricted access area, ensuring no physical access by third parties. Only authorized users (those with valid login credentials) can access their data.
At Netcapz, we are committed to never sharing or selling your data, messages, or contact information.
We are fully GDPR compliant and SOC 2 Type II certified, ensuring the highest standards of privacy and security.
All payment transactions are securely encrypted using SSL technology.
For more information, please review our Privacy Policy and Terms of Service.
How do I update personal details on my account?
You can easily update your Netcapz account details whenever necessary. To update your personal information:
- Go to the Account Details page.
- Click Edit Contact Details, make the necessary changes, and save the updates.
- Click Edit Billing Details, update the information as needed, and save your changes.
Can I set up alerts and reports to be received via email?
Yes, you can receive important alerts and daily/monthly reports directly to your email.
To enable this, simply go to the Notifications Settings page and configure your preferences.
Frequently Asked Questions
Sender settings
How quickly are text messages delivered?
Text messages are sent instantly once we receive your request.
In most cases, messages are delivered within a few seconds, provided the recipient’s phone has coverage. However, the exact delivery time may vary depending on network conditions, which are beyond our control.
How do I update personal details on my account?
You can easily update your Netcapz account details whenever necessary. To update your personal information:
- Go to the Account Details page.
- Click Edit Contact Details, make the necessary changes, and save the updates.
- Click Edit Billing Details, update the information as needed, and save your changes.
Can I send text messages from my company name?
Yes, you can use a Sender ID to send text messages from your company name. However, please note that recipients will not be able to reply to messages sent from your business name.
This is a paid feature, and you will be billed monthly for the Sender ID subscription.
- The maximum length for a Sender ID is 11 characters.
- To get started, you’ll need to apply for a Sender ID first.
Keep in mind that some network providers may filter out Sender IDs, so it’s important to test it before using it in a live campaign.
Additionally, Sender ID is not supported in North America and several other regions.
Can I port my existing number to Netcapz?
Yes, you can port local virtual numbers from the U.S. and Canada to Netcapz. We accept full porting only. Once your number is successfully ported, there will be a $10 monthly fee for continued use.
To initiate the porting process, please send a request to support@netcapz.cloud.
Alternatively, you can use the BYOC (Bring Your Own Carrier) feature to connect your CPaaS number (such as from Twilio or Vonage) to Netcapz.
Frequently Asked Questions
SMS Gateway API
Can I integrate your bulk SMS Gateway into my application?
Yes, you can easily integrate the Netcapz SMS Gateway into your application. We offer pre-written SMS scripts for various programming languages, including:
- Java
- Node.js
- PHP
- Python
- C#
- Go
- Delphi
- VisualBasic .NET
- C++
- Shell
- Ruby
- Perl
For more details and step-by-step instructions, please visit our API v1 and API v2 documentation pages.
Does Netcapz offer integration support?
At Netcapz, we strive to provide world-class support for customers using our SMS API Gateway. However, our support is focused on assisting with the product-specific aspects, including our API documentation and pre-written wrappers.
We do not provide full development support, so if you need help writing code or custom integrations, we recommend hiring a developer or reaching out to a technical expert if you don’t have the required experience.
Does Netcapz offer any API documentation?
Yes, Netcapz provides comprehensive API documentation for both API v1 and API v2. Additionally, we offer a Sandbox environment and pre-written wrappers in multiple programming languages to help you integrate our SMS services seamlessly.