Do Unused Monthly Messages Roll Over?

No, unused monthly SMS messages do not roll over to the following month. Your message credit balance resets to your plan's full allowance at the start of each new billing cycle. If you upgrade mid-cycle or need additional capacity, your allowance adjusts immediately to ensure your automated review requests continue without interruption.

How Monthly Message Allowances Work

Every SoTrustworthy account comes with a monthly allocation of SMS credits designed to power our SMS-first workflow. These credits are spent whenever the platform sends an automated text message to a customer—whether that is an initial review request, a smart follow-up, or a confirmation message.

Your billing cycle begins on the day you convert from your 14-day trial to a paid subscription (or the day of the month you originally signed up). On that exact date each month, your message counter resets to zero and fills up to your plan’s maximum limit.

For example, if your billing date is the 15th of the month and you are on the Growth plan with 1,000 monthly messages:

• On the 14th at 11:59 PM, any remaining unused messages from that month expire.
• On the 15th at 12:00 AM, your account is refreshed with a brand-new balance of 1,000 messages.

Because billing cycles run on a 30-day or monthly rolling schedule rather than strict calendar months, your message usage always aligns directly with your standard invoice dates.

Why Monthly Messages Do Not Roll Over

We keep our pricing simple and transparent by offering high message limits at fixed plan tiers. Behind the scenes, SMS delivery relies on cellular carrier infrastructure, application-to-person (A2P 10DLC) registration networks, and strict regulatory standards.

Here is why unused credits expire at the end of each billing cycle:

Fixed Carrier and Infrastructure Costs

Major US telecom carriers charge recurring monthly fees to maintain dedicated business phone numbers and brand registrations under A2P 10DLC regulations. SoTrustworthy pays fixed infrastructure and route maintenance fees every single month to guarantee high deliverability rates for your service business. Unused capacity cannot be banked because cellular carriers charge monthly registration and access fees regardless of send volume.

Maintaining Consistent Sending Patterns

Mobile carriers monitor sending volume to prevent spam. Spiking your sending volume—for instance, letting 3,000 messages roll over for three months and then sending them all in two days—can trigger carrier filters and flag your phone number as suspicious under standard CTIA Messaging Principles. Expiring monthly allowances encourages steady, organic customer outreach that keeps your domain and phone number in good standing.

Preventing Stale Customer Data

SoTrustworthy is built to request reviews immediately after a service is rendered. Banking thousands of text messages to blast customers weeks or months later hurts your response rate and leads to higher opt-out numbers. Fresh requests sent right after a job completion consistently convert at the highest rate.

Message Allocations Across SoTrustworthy Plans

Your monthly message cap depends on the subscription tier you choose. We offer plans tailored to small local service providers, growing field-service teams, and multi-location businesses:

• 14-Day Free Trial: Includes a starter pool of test messages so you can connect your integrations, run live tests, and collect your first Google reviews risk-free.
• Starter Plan: Designed for solo operators, independent contractors, or boutique salons completing up to 100–200 jobs per month.
• Growth Plan: Ideal for mid-sized service companies (such as busy plumbing, HVAC, or cleaning businesses) using integrations like Jobber or HubSpot to automate 300–800 customer interactions per month.
• Pro Plan: Built for high-volume operations, multi-truck service fleets, or businesses running frequent follow-up sequences across large customer bases.

Each plan allowance applies to all outbound text messages sent by the system, including initial outreach and automated follow-ups. Inbound messages from your customers (such as when a client replies to ask a question) do not consume your monthly outbound text balance.

What Happens When You Hit Your Monthly Limit?

If your business experiences a seasonal surge or closes a record number of jobs, you might reach your monthly message limit before your billing cycle resets.

Here is how SoTrustworthy handles low or exhausted message balances:

Automated Low-Balance Notifications

When your account reaches 80% and 95% of your monthly message allowance, account administrators receive an automated email alert. This gives you ample time to evaluate your volume and decide whether to upgrade your plan before sends are paused.

Review-Request Throttling and Pausing

If you reach 100% of your message cap, SoTrustworthy automatically pauses outgoing review requests. Any new jobs synced from your CRM (such as Jobber or HubSpot) will be placed in a pending queue rather than failing or dropping completely.

Once your billing cycle resets or you upgrade your plan, queued contacts are processed according to your account’s review-request throttling settings. This prevents your business from sending out a sudden, overwhelming flood of texts all at once, protecting your delivery reputation and complying with Google review policies regarding organic customer feedback.

Upgrading Mid-Cycle

If you run out of messages mid-month, you can upgrade your plan instantly from your SoTrustworthy dashboard under Settings > Billing. When you upgrade:

1. Your account is upgraded immediately.
2. The price difference is prorated for the remainder of your current billing period.
3. Your message limit increases right away, automatically unpausing any queued SMS requests.

How to Avoid Wasting Message Credits

To get the absolute most out of your monthly message balance without needing to roll over unused credits, structure your settings to prioritize high-converting customer interactions:

• Fine-Tune Your CRM Triggers: If you connect Jobber or HubSpot, make sure review requests are only triggered when a job is marked "Completed" or "Paid." Avoid setting triggers on preliminary invoices or draft quotes to prevent sending SMS credits on unfinished work.
• Enable Review-Request Throttling: Spacing out your SMS requests evenly throughout the day ensures high conversion rates and prevents your business from burning through your monthly limit during mid-week job completions.
• Maintain Opt-Out Compliance: SoTrustworthy automatically respects customer "STOP" replies in compliance with carrier regulations. Keeping your contact lists clean ensures you never waste message credits on customers who have previously unsubscribed.
• Optimize Follow-Up Timing: Avoid sending more than one or two follow-up messages per job. A well-timed initial text sent within 15 minutes of job completion yields a much higher conversion rate than multiple delayed reminders.
• Avoid Review Gating: Ensure every review request gives customers a direct path to leave feedback on your Google Business Profile. Removing unnecessary steps or gating forms saves message credits by maximizing the number of actual reviews generated per text sent.

Next Steps

• Check Your Current Usage: Go to Settings > Usage & Billing in your SoTrustworthy dashboard to view your remaining message balance and current billing cycle reset date.
• Adjust Integration Triggers: Review your connected Jobber or HubSpot workflow settings to ensure review requests are only firing on finalized, completed jobs.
• Upgrade Your Plan: If you consistently reach your message limit before the end of the month, upgrade to the Growth or Pro plan to unlock higher monthly message caps and premium feature access.