Purpose
This article explains how texting credits work in TrackStat, why a text might count as more than 1 message credit, how TrackStat estimates usage, and how to avoid extra charges by adding credits at the right price.
Definitions
Credit
TrackStat uses "credits" or 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 our 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 creditIf 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
But the final cost is still based on carrier rules (example: 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
If you go over your monthly included credits:
You are automatically charged at $0.03 per message credit
Increasing your monthly subscription to include more monthly message credits is less costly than paying message credit overages.
Navigation Paths
See your plan
Select triangle Icon in upper right corner, select Billing → View StatementSee your remaining message credits for the month, by hovering over the Inbox or looking Account Settings
Change your plan by reaching out to our support team
Avoid messages using extra credits
Watch your length (especially with merge fields)
If your text is close to the segment limit, shorten it.
Remember merge fields can add extra characters once the message is generated.
Why this matters: A message can look short until the patient’s name or other fields get inserted.
Avoid emojis if you want to use the fewest message credits
Remove emojis and special characters.
Keep your message short and plain.
Avoid emojis or special characters as they can increase the likelihood of carrier filtering or segmentation issues.
Why this matters: Emojis drop the limit from 145 to 70 characters per credit.
Use MMS when your message is long
If you need a long text message, consider MMS or SMS.
Keep it under 900 characters.
Remember it costs 3 message credits, but may avoid splitting into many texts.
MMS can also improve deliverability for long messages, as carriers handle fewer, larger messages more efficiently.
Adding Additional Messaging Credits
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 (e.g., 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?
1450 characters.
Why did my message use more than 1 message credit?
It was too long, used emojis, or became 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?
Overages are automatically billed at $0.03 per message credit.