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Frequently Asked Questions
Our frequently asked questions area is constantly updated with new questions coming from our users and stakeholders.
- Alphanumeric sender id you wish to use, this can be up to 11 characters.
- In case of multiple sender-id white listing, Sender-id(s) should be mentioned separately.
- It is mandatory to describe the message sample content and message type(Promotional, Transactional) for each sender-id requested.
- Promotional sender-id should be preceded with "AD-" and followed by brand name which is not more than 8 charaters.
- If a sender-id is required for both type of messaging i.e. Promotional and Transactional then the same sender-ids needs to be mentioned in two rows once with messaging type – Transactional and second one with messaging type – Promotional
- Provide a no objection letter filled in on a company letter headed paper, signed by the authorised signatory and stamped by your company.
- A copy of your UAE company trade license is required.
- All Marketing campaigns should be between 7am to 9pm.
- All campaigns will be stopped after 9pm & We will not be responsible for the non-delivery.
- The cut off time for all marketing campaigns will be at 8pm.
- You will not be able to push any marketing campaigns after 9pm, but you can schedule it for the next day.
- SMS before or after the mentioned time can cause the suspension of Sender ID and a fine of 200,000 AED can be issued upon receiving complaint from Operators.
- SMS before or after the mentioned time can cause the suspension of Sender ID and a fine of 200,000 AED can be issued upon receiving complaint from Operators.
- TRA has released a new Mobile Spam Policy effective as of 29 March 2020 with the aim to further reduce spam
complaints. - Based on the new policy, du and Etisalat are collectively working to implement a new anti-spam solution.
- The new solution will bring significant changes and have impact on Bulk SMS customers’ operations..
- Bulk SMS customers will now be required to upload mobile subscriber consent information onto telecom
operators’ systems. - In absence of a valid consent information and evidence, marketing SMS communication to the subscriber will be
blocked.
Bulk SMS is a service offered by EITC to Enterprise customers, enabling them to initiate SMS communication with their customers. Enterprises use this service to broadcast single or multiple SMS messages to a number of mobile users. Messaging can be used for advertising, information, OTPs, alerts or customer service.
The Unsolicited Electronic Communication Policy is a UAE regulation issued by TRA on 30 December 2009 with the purpose to minimise the transmission of Unsolicited Electronic Communication (spam), i.e. electronic communications sent to a recipient without obtaining that recipient’s consent.
The Mobile Spam policy is a new policy, which supersedes Appendix No. (1) attached with the Regulatory Policy entitled “Unsolicited Electronic Communications” issued on 30 December, 2009. The new policy includes new instructions issued on 30 January 2020 on top of Appendix No. (1) to the UEC. Such include provisions to obtain, store and validate mobile subscriber consent information with tangible or physically presentable evidence with the licencee before any marketing text messages can be delivered to the mobile subscriber. Additionally, classification of marketing text messages with prefix “AD-”, sender ID categorisation based on industry vertical along with provisions to immediately terminate services upon breach of any of the policy clauses.
Based on the policy requirement to obtain, store and validate consent information within telecom operator systems, every marketing text message, before being delivered to the mobile subscriber, will be checked against the mobile subscriber’s consent information. In case a consent does not exist or the mobile subscriber has blocked delivery of marketing text messages, then the message shall not be delivered to them. In order to implement the above mechanism, du and Etisalat are collectively implementing an anti-spam solution based on Blockchain technology to store mobile subscribers’ consent against all marketing text messages’ sender IDs and to be accessed in real time for validation before delivery of the message to the subscriber.
Based on the policy requirement to obtain, store and validate consent information within telecom operator systems, every marketing text message, before being delivered to the mobile subscriber, will be checked against the mobile subscriber’s consent information. In case a consent does not exist or the mobile subscriber has blocked delivery of marketing text messages, then the message shall not be delivered to them. In order to implement the above mechanism, du and Etisalat are collectively implementing an anti-spam solution based on Blockchain technology to store mobile subscribers’ consent against all marketing text messages’ sender IDs and to be accessed in real time for validation before delivery of the message to the subscriber.
The Bulk SMS service is regulated under the TRA policies, i.e. EITC as a licencee and EITC’s Bulk SMS Service customers use of Bulk SMS Service is regulated under the TRA policies. Any breach of any of the policies can lead to service or financial penalties.
The new policy introduces conditions on delivery of marketing text messages prior to the receipt of any marketing text messages. Failure to result in compliance to the new policy will result in violations and penalties by the TRA. No mobile subscriber can now receive marketing text messages unless a valid consent has been made available within the telecom operator’s systems by the Bulk SMS customer.
Mobile Spam Policy Section-5 sets out the Consent Principles and in particular clauses 5-5 and 5-6 mention the
below:
5-5: The process of obtaining consent shall be clear and transparent.
5-6: The record of a consent, which is required to be retained by a licencee shall include the date, time, the words or
other content by which the customer indicates their consent and identity. The record of a consent shall include fixed
line or mobile telephone numbers in case the consent was received through a fixed line or mobile telephone. Where
the consent is in writing, the record of it shall include the customer’s signature.
- Mobile number in international format Ex: 971527088***
- Select sender id from the drop down box.
- Select a message template already in the system or type your custom SMS message in the message box.
- Check the character count if exceeds adjust the message , or you can charge accordingly.
- Check the details given and click confirm button.
- Tick select groups and distributions from the list
- Select sender id from the drop down box
- Select a message template already in the system or type your custom SMS message in the message box
- Check the character count if exceeds adjust the Message , or you can charge accordingly
- To schedule message, Select a date for schedule time
- Check the details given and click confirm button.
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- Upload your contacts list using choose file and browse for the contacts list Only .csv, .txt, .xls, .xlsx are allowed
- Select sender id from the drop down box
- Select a message template already in the system or type your custom SMS message in the message box
- Check the character count if exceeds adjust the message , or you can charge accordingly
- To schedule message, select a date for schedule time
- Check the details given and click confirm button.
- Upload your file using choose file and browse for the contacts list, only .xlsx allowed
- Select phone number column
- Select sender id from the drop down box
- Type your custom personalized SMS message in the message box
- To schedule message, Select a date for schedule time
- Check the details given and click confirm button.
There are 2 options one is group and the other distribution list
Group
- Type a group name and click add button
- Type the contact name and number on the boxes and Click Submit button or you can bulk upload from xlsx file.
Distribution
- Type a distribution name and click add button
- Type distribution contact numbers on the boxes and click submit button or you can bulk upload from xlsx file.
Sms reports can be fitered with MSISDN, Content, SID, Country, Operator, Message Status Campaign Id and Date.
