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What happens when my customers unsubscribe from my messages?
What happens when my customers unsubscribe from my messages?

Find out why customers can unsubscribe and resubscribe to messages

Zack Buffum avatar
Written by Zack Buffum
Updated over a week ago

To be compliant with carrier policies, we must provide instructions for recipients to opt out of receiving text messages within at least one message every rolling 30 days. Failure to be compliant may result in carriers delaying or blocking messages. Your customers and Shopmonkey users (Admins, Service Writers, and Techs) will receive opt-out instructions and have the ability to unsubscribe.


At least one message to a recipient every 30 days will include instructions on how to opt-out. Should the recipient send an opt-out request to our number, they will receive a confirmation message back with instructions on how to opt-in again if they change their mind in the future.

Example messages:

Reply STOP to unsubscribe

You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe.


A customer must send a resubscribe message back to the shop's Shopmonkey SMS number in order to opt back in. There is no way for a shop to opt-in a phone number after the recipient has opted out.

Shopmonkey cannot remove that opt-out text or the ability for someone to opt-out. And we cannot opt someone in from our end if they’ve opted out.

Still have questions? Feel free to reach out to us through the Chat Icon in the bottom right corner of your screen. Thanks for reading!

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