Frequently Asked Questions
Shopify top-ups are moving in app
What’s changing?
From 25 September 2026, you’ll be able to top up your Kudosity Messaging Account directly within the Kudosity Shopify App. Your top-up will be charged through your normal Shopify invoice, removing the need to use a separate payment page.
Nothing else is changing. Your existing balance will remain available, and you can continue creating and sending campaigns and automations as usual.
At a glance
Top up directly from the Billing page in the Kudosity Shopify App.
Choose $100, $250, $500, $1,000 or $2,000, or enter a custom whole-dollar amount from $50 to $2,000.
Review and approve the charge through Shopify before anything is billed.
Top-ups are one-off purchases and do not renew automatically.
Credit is usually applied to your messaging account within two hours of payment.
Your credit can be used across campaigns, automations, SMS, MMS and monthly virtual number rental.
If you’re planning a large or scheduled campaign, top up ahead of time to allow for processing.
About the change
When will the change take effect?
The new in-app top-up process will be available from 25 September 2026. From then, you’ll purchase messaging credit from the Billing page in the Kudosity Shopify App rather than through the separate payment page.
Is Kudosity changing its billing model?
No. Your messaging account will remain prepaid. The only change is where you purchase credit and how the charge appears on your invoice.
Why is Kudosity making this change?
Bringing top-ups into the Shopify App creates a simpler, more consistent billing experience. You can review your rates, check your balance and add credit in one place, with the charge included on your normal Shopify invoice.
Is anything else changing?
No. The way you create, schedule and send campaigns and automations is not changing. Your Shopify connection, contacts, lists, segments, templates, automations and campaign history will remain available.
Choosing and buying a SMS pack
Where do I buy a Shopify SMS pack?
Sign in to the Kudosity Shopify App and select Billing from the app navigation. From there, you can view your balance and rates, choose a top-up amount and proceed to Shopify to approve the charge.
How do I choose the right pack?
You can choose a pack based on their expected campaign frequency, audience size and message length. The app will show the credit included in each pack so customers can select the option that best matches their plans. If a customer is unsure, the Kudosity team can help them estimate their needs.
What top-up amounts are available?
You can quickly select $100, $250, $500, $1,000 or $2,000. Alternatively, enter a custom whole-dollar amount from $50 to $2,000.
Can I top-up more than $2000?
The maximum for a single purchase is $2,000. There is no waiting period between purchases, so established merchants can complete another top-up immediately if they need more credit. Contact your Kudosity Account Manager or Support if you need to discuss a higher limit.
Are there different limits for new accounts?
Yes. New accounts can add up to $500 in total during their first 30 days. Contact you Kudosity Account Manager or Support if you need to discuss a higher limit.
How will I pay?
Your top-up will be charged through Shopify Billing in your store’s billing currency, AUD for Australian stores and NZD for New Zealand stores. You’ll review and approve the amount on Shopify’s confirmation screen before anything is billed. The charge will appear as Messaging Account Top-up.
Will top-ups renew automatically
No. Every top-up is a one-off purchase. There are no automatic or recurring charges.
Are prices inclusive of GST or other taxes?
Shopify will display any applicable taxes on the approval screen and your invoice based on your billing location.
Using your SMS credit.
When will my credit be available?
After Shopify processes your payment, the Kudosity team applies the credit to your messaging account, usually within two hours. Your updated balance will appear in the app once the credit has been applied.
If you’re planning a large or scheduled campaign, we recommend topping up ahead of time.
What can my messaging credit be used for?
Your credit funds activity across your messaging account, including:
SMS and MMS campaigns
Automated messages, including abandoned cart, welcome, post-purchase and birthday messages
Order notifications
Monthly virtual number rental
Your account-specific SMS and MMS rates and virtual number rental costs are shown on the rate card in the app.
How is credit deducted?
Credit is deducted from your messaging account as services are used. Message costs depend on the destination, message type and number of SMS parts required. Longer messages, emojis and some special characters can cause an SMS to be sent as multiple parts.
How can I check my remaining balance?
Your current messaging account balance is displayed in the Kudosity Shopify App. We recommend checking it before scheduling or sending a large campaign.
What happens if I don’t have enough credit?
You won’t be able to send a campaign if your available balance is insufficient. The app will block the send and provide a Top up account button so you can add credit.
Will I be notified when my balance is low?
Yes. The app displays a dashboard banner when your balance falls below the typical cost of a campaign. It will also warn you if the estimated cost of a scheduled campaign is higher than your current balance.
Can I top up again before using my current balance?
Yes. You can top up at any time, subject to the applicable purchase limits. New credit is added to your existing messaging account balance.
Does messaging credit expire?
For prepaid services, fees are deducted from your credit balance. You may request a refund of unused credit, subject to approval, applicable laws and any reasonable processing costs disclosed before the refund is processed.
Existing balances and scheduled campaigns
What happens to my existing balance?
Nothing. Your existing balance will remain available in the same messaging account. There is no conversion or migration required; future top-ups will simply be added to it.
Do I need to do anything before the effective date?
No action is required unless you need to add credit. From [effective date], use the Billing page in the Kudosity Shopify App for future top-ups.
What happens to campaigns scheduled before the change?
Scheduled campaigns need sufficient credit at the time they are sent. The app will warn you in advance when a scheduled campaign’s estimated cost is higher than your available balance. Top up ahead of time to allow up to two hours for the credit to be applied.
Will my account, contacts or campaign history be affected?
No. Your Shopify connection, contacts, lists, segments, templates, automations and campaign history will remain in place.
Billing, refunds and account changes
Where can I find invoices or receipts?
Invoices and receipts are available through Shopify Billing, just like other Shopify app charges. The invoice line will appear as Messaging Account Top-up and will show the amount charged and any applicable taxes.
Are my messaging rates changing?
This update does not itself change your messaging rates. Your account-specific SMS and MMS rates and monthly virtual number rental are displayed on the rate card in the app.
What happens if a charge is refunded or disputed?
If a Shopify charge is refunded or disputed after the credit has been applied, the corresponding credit will be removed from your messaging account. This may cause your balance to become negative, in which case sending will pause until the issue is resolved or the account is topped up. Any exceptions will be considered case by case by Kudosity Support.
Can I request a refund for unused credit?
You can request a refund for unused purchased credit within its validity period. If approved and permitted by law, the refund may be reduced by reasonable processing costs. We’ll confirm any applicable costs before processing your refund. Contact your Kudosity Account Manager or Support to discuss any refunds or unused credit.
What happens if I uninstall the app or close my Shopify store?
Contact Kudosity Support before uninstalling if you have an available balance or scheduled campaigns.
Access and support
Who can approve a top-up?
Any user with Shopify permission to approve app charges can complete a top-up. If you can’t approve the charge, check your Shopify permissions or ask the store owner for help.
Where can I get help?
If you have questions, need help planning a top-up or want to request a higher purchase limit, contact your Kudosity Account Manager or Support at helpdesk@kudosity.com