ClickatellReviews of clickatell.com

**Extremely disappointing customer support** Myself Sapna Pichanot and I'm leading Customer support at Nomi. Our experience with Clickatell support has been extremely disappointing. We have contacted their team **multiple times regarding serious issues with our account**, including payments being deducted **three times**, credits not being added to our account, and a previous refund request that is still unresolved. We have also emailed their team **twice requesting a call and providing our availability**, but received no meaningful response. Despite repeatedly explaining the urgency, we have been left waiting without a proper update or resolution. The situation is particularly frustrating because our **SMS service is currently not working**, which is directly affecting our ability to communicate with and support our clients. We are the ones having to deal with our clients every day while receiving very little support from the service provider. For a business-critical service, we expected much better communication, accountability and customer support. It is extremely frustrating when payments are being taken from your account but the corresponding credits are not provided, while support requests remain unanswered. Based on our experience so far, we are now seriously considering **moving to another provider**. Clickatell needs to significantly improve its customer support and take ownership of billing and service issues instead of leaving customers to repeatedly chase for answers. **Very disappointing experience.**

I signed up and then topped up the account with credits almost 2 days ago. Money left immediately but the credits still not showing in the account. As the balance is zero its unusable. Support keeps talking about looking in to the situation but after 2 days no progress.

Took £192 set up fee, couldn't help with setting up integration with Zoho. Told me to check chatgpt. Useless no recourse to getting my money back

Hi Babalwa, Please confirm receipt of my email below for record purposes and advise when I can expect resolution of this matter. From: Denise Marx Date: Thursday, 29 January 2026 at 17:08 To: Babalwa Masiba (Jira) Cc: Wynand Pretorius Babalwa Masiba (Jira) Subject: Re: [Jira] (ENSC-304492) Remove OTP Babalwa, I dispute the statement that this matter was not resolved due to a lack of response from my side. Please resend the specific email you allege was sent and not responded to, as no such communication was received by me. For context, I have been actively attempting to resolve this matter and have emailed Clickatell on the following dates: • 14/11/25 • 07/01/26 (three separate emails, including a letter attached) • 09/01/26 • 12/01/26 • 29/01/26 The only correspondence received from Clickatell prior to your email today was an automated service rating request dated 10 January 2026, which contained no response, outcome, or resolution to the query raised. Accordingly, the assertion that the query was not resolved due to non-response from my side is factually incorrect. Please note that the documentation you are requesting today was already submitted on 07/01/26. Kindly confirm receipt of that email and attachment, and advise why it was not actioned at the time. It is important to emphasise that our business cannot continue to operate effectively while being dependent on OTPs being sent to stores for routine access and operational functions. This has a direct and ongoing impact on our day-to-day operations and is the reason this matter has been escalated repeatedly. I expect this matter to now be resolved without further miscommunication or delay. Kind Regards From: Babalwa Masiba (Jira) Date: Thursday, 29 January 2026 at 16:49 To: Denise Marx Subject: [Jira] (ENSC-304492) Remove OTP Hi Denise, As per our chat and call, this email is a follow-up and response to your query. After investigating, we reached out with a resolution. However, we did not receive a response from your side after our last message, which is why the query was not resolved at the time. We’re happy to assist you now and get this resolved. Please note, as previously mentioned, Clickatell has implemented Two-Factor Authentication (“2FA”) across its messaging service platform as part of our ongoing commitment to industry best practices for security, fraud prevention, and the protection of customer accounts. We note that you have requested the deactivation of 2FA on your account for internal or operational reasons, including (but not limited to) approval delays or workflow constraints. While Clickatell can action this request, we are obliged to outline the associated implications. Please be advised that disabling 2FA will materially increase the security risk to your account, including, but not limited to, the potential for unauthorized access, misuse of services, and fraudulent activity. By proceeding with the deactivation of 2FA, you acknowledge and accept that: All increased risks arising from the absence of 2FA security protections will rest solely with the Customer; and Clickatell will not be liable for any loss, misuse, unauthorized access, or security breach affecting your account that could reasonably have been mitigated by the continued use of 2FA. To proceed, we require written confirmation from an authorized representative of your organization expressly requesting the deactivation of 2FA and confirming acceptance of the risks and responsibilities outlined above. This confirmation may be provided by replying directly to this notice. Upon receipt of your written acceptance, Clickatell will process the deactivation request accordingly. Feel free to reach out if you have any other questions.

I am shocked by the service of Nick Conley. It has been remarkably difficult to get a straight got answer or progress. I give up and will be going elsewhere

They made me to buy a Long distance number twice and did not work , now they want me to buy another number, it is the worst service i have experienced. Now they do not return my emails. NOT RECOMMENDED TO USE THEM!

Would not recommend Clickatell to my worst enemy. Nothing works, and no support.

I integrated with Clickatell to send verification codes (OTPs) via their WhatsApp API. Meta made a minor update to their WhatsApp authentication code templates and rather than updating their API, Clickatell simply discontinued the product. WHAT FUNCTIONALITY WILL CLICKATELL CEASE SUPPORTING NEXT? When I contacted Clickatell they first claimed that they never supported this functionality in the first place (a screenshot disproved this lie). Despite initially committing to resolve, they then reneged on the ETA and subsequently proceeded to ignore correspondence. Nearly 3-months has passed since I raised the issue and still no word from them (despite a call with Clickatell management @Adrien where they committed to resolving). I am now left incurring the substantial dev costs of integrating with an alternative SMS/WhatsApp API. @Janine @Adrien @ClickatellManagement would you care to please get back to me here? Meta makes periodic updates to their service, you would have known about this minor impending update for 6+ months but chose not to act. So that others are not left incurring similar cost/effort, what major functionality will you be discontinuing next? ........................... Clickatell states; "You might find Utility templates to be a viable alternative route worth exploring" << I have already told Clickatell FOUR TIMES that if a user attempts to misrepresent an 'authentication' template as a 'utility' template Meta simply rejects the template. Clickatell has chosen to discontinue a core service, they were not willing to explore the prospect of an alternative solution (tagging me along for 4 months in the meantime). Now I am left to incur the substantial cost of reintegrating with another service provider. Avoid this business at all costs so that you avoid a similar fate.