Purpose
This article explains how texting credits work in TrackStat, why a text might count as more than one message credit, how overage charges work, and how to monitor your usage to avoid unexpected charges.
Definitions
Credit
TrackStat uses "credits" (also called segments) to measure texting. Message credits are used when you send or receive messages.
Text (SMS)
A normal text message with plain letters and numbers (no emojis, no images).
Emoji Text
A text that includes emojis or special characters. Emojis change how carriers count message length.
MMS
A message that includes a picture or logo, or is sent as a "multimedia" message. MMS lets you send a longer message or more characters in one piece.
Merge Fields
Personalized placeholders like "Hi {{PatientFirstName}}" that fill in or populate patient information when the message is generated.
Rules and Constraints
What 1 Message Credit Means (Simple Version)
Carriers decide how many "chunks" or segments your message is split into. Each incoming or outgoing segment uses message credits.
Normal texts (SMS): 145 characters = 1 credit (Characters include spaces.)
If you use an emoji: The text becomes a different format and the limit drops to: 70 characters = 1 credit
If it's MMS (picture/logo): You can send up to 900 characters in one message, but: MMS uses 3 message credits per message
Why TrackStat Might Show More Credits Than You're Actually Billed For
TrackStat will sometimes warn you that a message may cost more credits because:
Merge fields (like a patient's name) can make the message longer once it sends.
TrackStat over-estimates on purpose so you don't get surprised.
The final cost is still based on carrier rules (approximately 145 characters per normal text segment).
When MMS Can Actually Be a Smart Choice
MMS uses 3 message credits, but it can still be better when:
Your message is long and would turn into 3–6 separate text segments.
You want better deliverability — carriers handle a smaller number of bigger messages more easily than lots of split-up texts.
Overage Charges
How Overages Work
Each month, your plan includes a set number of message credits. When you go over your monthly message credit allowance, you will be automatically charged for additional credits. The number of credits added and the charge amount depend on your account's settings — you can see the details on your invoice or billing statement.
This charge happens automatically so your texting is never interrupted. You do not need to take any action for credits to be added.
Why You Might See a Charge Even Though You Still Have Credits Remaining
This is the most common point of confusion. After an overage charge, your remaining credit count already includes the additional credits that were just added.
Here's an example: if you used nearly all of your monthly credits and an overage charge added 500 credits to your account, your remaining balance would show those 500 credits plus whatever you had left — not your original monthly amount. So seeing credits remaining does not mean you didn't go over. It means additional credits have already been added to your balance.
To understand your actual usage for the month, check the Inbox Usage section in Account Settings (see "Check Your Monthly Text Usage" below).
What Overage Credits Cost
Additional message credits are billed at $0.03 per message credit. Increasing your monthly plan to include more credits is typically less expensive than paying for overages over time.
Do Additional Credits Roll Over?
When you purchase additional message credits or have unused credits, they will roll over to the next month, up to a maximum of double your monthly allowance.
Navigation Paths
See Your Plan
Select the triangle icon in the upper right corner → select Billing → View Statement.
Check Your Monthly Usage
To see how much you've used this month, select the triangle icon in the upper right corner, go to Account Settings, and scroll down to the Inbox Usage section. You'll find a summary of your current-month usage for:
SMS credits — total messages sent and received.
AI credits/minutes — total Jaz AI usage (if the add-on is active).
Use this view to see your actual usage — not just what's remaining.
Note: The Inbox Usage section is available to users with the Administrator role.
See Your Remaining Credits
Hover over the Inbox icon to see your remaining balances for the current month. You'll see two counters:
SMS credits — your remaining messaging credits.
AI credits/minutes — your remaining Jaz AI balance (available on accounts with the Jaz AI add-on).
Both counters reset at the beginning of each month based on your contract terms.
Important: The remaining SMS credit count includes any additional credits added through overage charges. If your account was recently charged for additional credits, the number you see reflects your original remaining credits plus the newly added credits combined.
Change Your Plan
Reach out to our support team to adjust your plan.
How Credits Are Counted
SMS: 1 credit per 145 characters (sent or received)
Long SMS: Uses multiple credits based on total character count
Emoji SMS: 1 credit per 70 characters (sent or received)
MMS (with an image): 3 credits per message (up to 900 characters)
Usage includes messages sent and received via Inbox, Blast, Drip, and Review Campaigns
Tips to Avoid Using Extra Credits
Watch Your Length (Especially with Merge Fields)
If your text is close to the segment limit, shorten it. Merge fields can add extra characters once the message is generated. A message can look short until the patient's name or other fields get inserted.
Avoid Emojis if You Want to Use the Fewest Credits
Remove emojis and special characters. Keep your message short and plain. Emojis drop the limit from 145 to 70 characters per credit. They can also increase the likelihood of carrier filtering or segmentation issues.
Use MMS When Your Message Is Long
If you need a long text message, consider sending it as MMS. Keep it under 900 characters. It costs 3 message credits, but may avoid splitting into many separate texts. MMS can also improve deliverability for long messages, as carriers handle fewer, larger messages more efficiently.
Best Practices for Text Message Deliverability
To ensure your automated messages are successfully delivered, follow these best practices:
Keep messages concise: While TrackStat supports messages up to 900 characters, carriers may reject longer messages. Aim to keep your messages under 900 characters to improve deliverability, especially when including links.
Check accuracy of recipient numbers: Ensure that the recipient's phone number is a valid mobile number and not a landline. Messages sent to landlines will fail.
Check opt-out status: Verify that the recipient has not opted out of receiving messages (for example, by replying "Stop") and that texting is enabled in their contact settings.
Test your messages: Before scheduling automated texts, test them to ensure they meet these guidelines and are delivered successfully.
FAQs
How long is 1 normal text credit?
145 characters (including spaces).
Why did my message use more than 1 message credit?
It was too long, used emojis, or was sent as MMS.
Why does TrackStat show higher credits than expected?
Because merge fields can expand the final message, and TrackStat over-estimates to warn you.
How long is 1 emoji text credit?
70 characters.
How does MMS work?
Up to 900 characters, but uses 3 message credits.
What happens if I go over my monthly credit allotment?
When you go over your monthly message credit allowance, additional credits are automatically purchased and added to your balance. You'll see the charge on your invoice.
Why was I charged for additional message credits if I still have credits remaining?Your remaining credit count already includes the credits that were just added. When you went over your monthly allowance, additional credits were automatically purchased and added to your balance. The credits you see now are your original remaining credits plus the newly added ones. To see your actual usage for the month, go to Account Settings and check the Inbox Usage section.
I increased my plan. Why was I still charged for additional credits?
If you went over your monthly allowance before the plan increase took effect, the overage charge would have already been applied. Check your Inbox Usage in Account Settings to review your total usage for the month.
What happens to my unused message credits when they reset next month? Do they roll over?
When you purchase additional message credits or have unused credits, they will roll over to the next month, up to a maximum of double your monthly allowance.