thread Re: Square text message marketing cost more than expected ? in Customer Engagement

Square text message marketing cost more than expected ?

Clair — Thu, 01 Jan 2026 11:41:27 GMT

Switched to Square Premium in November. After Spending an hour not getting any answers to the vague information on the new plans decided to risk it and switched. Today I’ve been billed roughly 3 times the amount that my text message marketing cost me prior to the switch. Has anyone else had this problem ? And if so what is the resolution ?

Re: Square text message marketing cost more than expected ?

Minion — Thu, 01 Jan 2026 12:51:38 GMT

HI @Clair and Welcome to the Square Community. Sorry to hear about your issue and the unexpected cost. I guess my first question would be, how many text messages did you send over the course of the month? The premium ($149/month per location) allows 2,500 text messages and then 1.5 cents for each text message thereafter.

Re: Square text message marketing cost more than expected ?

Clair — Thu, 01 Jan 2026 12:58:34 GMT

Roughly 45,000 and was billed over $1,400

Re: Square text message marketing cost more than expected ?

Minion — Thu, 01 Jan 2026 13:10:52 GMT

oof, yeah that doesn't seem to add up. Even at .02 a message after the 2,500 included it only brings it up to $850 plus the plan cost, but that is at .02 and not the 1.5.

Have you tried to contact customer service yet to see what is going on? They actually may be closed today being New years. Definitely seems like a billing issue that they will be able to look into for you. They also may be able to get you a better rate/plan based on the amount of text being sent as it is substantially more than what is included in the plan.

Re: Square text message marketing cost more than expected ?

TheRealChipA — Thu, 01 Jan 2026 13:13:58 GMT

@Clair I'll add something else to what @Minion said. Do any of those messages have MMS elements (images, for example)? If so, when you send those they are billed at 3x per message. There's a breakdown of that each time we send MMS messages as opposed to SMS-only messages.

Re: Square text message marketing cost more than expected ?

Minion — Thu, 01 Jan 2026 14:44:35 GMT

@TheRealChipA wrote:
@Clair I'll add something else to what @Minion said. Do any of those messages have MMS elements (images, for example)? If so, when you send those they are billed at 3x per message. There's a breakdown of that each time we send MMS messages as opposed to SMS-only messages.

I was thinking there was something along those lines, but I couldn't find the break down of the pricing.

Re: Square text message marketing cost more than expected ?

Clair — Thu, 01 Jan 2026 15:02:14 GMT

Is there a spot where i can actually see the cost of a campaign because I have not found it and basically my marketing cost doubled as opposed to the old square plan.