FAQ

Have a question about our broadcast messaging service?

The frequently asked questions on this page are consistently updated by Mercury Flight support Guru's in hopes you have everything you need to get started right here at your fingertips. If you still have questions about our group messaging service, please feel free to email us at contact@mercuryflight.com or call us at 855-247-7611.

General

Will I be able to see the results of my campaigns?

Yes. You can check on the results of your current and past communication broadcasts in real-time by logging into your account. You will be able to view the results of every call, text and email made on your behalf. When your campaign is complete.

Can I schedule a specific date and time for my call, text or email to be sent out to everyone?

Yes. Using our call scheduling system allows you to set your messages to be delivered at the month, day and time of your choosing. This time saving feature allows you to schedule a group call in advance and is a popular option for group meeting and event reminders.

Are there any limits on the number of people I can send to?

No, as long as you keep a positive balance in your account.

What browsers does Mercury Flight support?

Mercury Flight will function on Chrome, Firefox, Internet Explorer 7+, Opera and Safari. It also works on iPhone, iPad and Android devices.

Will Mercury Flight run on a Mac as well as a PC?

Yes. As web-based software, Mercury Flight can be accessed from any web-enabled device.

Can I import my contacts information from my own database?

Absolutely. Most database applications will have an export feature. Simply export your database to a .CSV, .XLS or.XLSX file and then upload, its that easy, and if you need help just give us a call and we will be happy to help get your list into the system.

Do you offer lead generation services?

No, we do not offer lead generation at this time.

Do you have training on how to use Mercury Flight?

Yes we have several resources available to ensure Mercury Flight is easy for you to use. Check out our website social links and we have tutorials on all our sections on Vimeo, Google+, Facebook, Flickr, Pinterest and YouTube. And if you need more just call us and one of our team members will do a 1 on 1 demo for you.

Pricing & Account

Are there any hidden costs or hardware expenses?

There are no hidden cost, and you need no additional hardware, just access to the internet and your set to go.

What forms of payment are accepted for purchasing monthly plans?

We accept Visa, MasterCard, Discover and American Express.

What happens if my account begins to get low?

If your account balance gets low your screen will display a message, you may replenish it at anytime by increasing your credit plan or just purchasing the credits needed to run your campaign.

Is my credit card information kept secure?

Completely. We use a Level 1 PCI DSS Compliant Provider that processed more than a billion dollars in 2011, 2012 and are on track to exceed that for 2013. This provider is trusted by the largest companies doing business online.

How do I cancel my account?

You can cancel your account at any time by sending an email to cancel@mercuryflight.com or by contacting your account manager.

How long after payment is my account active and ready to use?

After payment is processed you will receive an email confirming your account has been set up and ready for activation, this usually happens within seconds.

Do I get charged for transfers?

Yes. Mercury Flight charges an additional credit for each minute for the duration of a transferred call. This is because an additional channel (Leg) is opened each time a transfer is made. If you do not want people to transfer back from a call campaign then all you do is leave the Transfer number box blank.

Calling

How long can my voice message be?

We recommend your voice broadcast message to be no longer than one minute for effectiveness but that is up to you. We allow 3 minutes for message length but if you have a special need above this then just contact us.

Do you charge for calls that aren’t delivered?

You are not charged for calls that are not answered by a live person or machine. Our broadcast messaging service detects whether it is a human or machine.

What states or countries can I call?

Mercury Flight broadcast messaging service is nationwide servicing to the contiguous US, Hawaii, Canada and Puerto Rico.
*Rates may vary outside the US so contact us for specific information.

What happens if the person doesn’t answer when my call is made?

If someone is not available to answer voice broadcast, Mercury Flight will deliver your voice message to an answering machine if one is available.

Can I put my own number as the Caller ID on outgoing voice broadcasts?

Yes. You can enter any number as the Caller ID within your call campaign screen when setting up your voice broadcast message.

Do you leave a message if voicemail is answered?

We will leave the “Voicemail Message”, which is the message you selected when setting up your broadcast calling campaign, if the call is answered by an answering machine.

I have sent messages, but several of the people on my team reported that they only got part of the message on their answering machine. How can I prevent that?

This issue cannot always be prevented since answering machine detection is only 80% accurate as a industry standard but we do pride ourselves that our broadcast messaging service technology detection rate is 94%+.

Are there any limits on the number of people I can call?

No, as long as you have purchased sufficient credits to cover the call campaign, there is no limit. Please be aware that with extremely high call volumes, your calls may be staggered to limit any line congestion.

Do I get charged for transfers?

Yes. Mercury Flight charges an additional credit for each minute for the duration of a transferred call. This is due to an additional channel being opened each time a transfer is made. This is the same standard as if you using your own PBX or VOIP system.

Texting

How long can text messages be?

Standard text messages are limited to a total of 160 characters in the US. You will have 137 characters due to a required "Opt-Out" message that is programmed into the system each time you send out a text broadcast.

Can I add voice to my text messages?

Yes you can add a tiny url easily by just selecting the drop down and select your pre-recorded message and hit send. Text broadcasting with voice its that simple.

Will I know if someone responded to my text message campaign?

Yes, a number will appear above your “Text” tab that shows you how many unread texts messages you have.

Do I get charged for people responding to my text campaign?

No, you only get charged one credit for each text message you send out from your text broadcasting campaigns.

Why did my Text not get delivered?

T-Mobile and Sprint sometimes block subscription based short codes, this is not system wide though it is based on individual plans. If this seems to be the case just contact your provider and request to receive these short codes.

What is the difference between Short Codes and Long Numbers?

Short codes are commercially approved means of mobile messaging and long numbers are not, in short it means Short codes are accepted and respected by all top mobile carriers. Long Number throughput is extremely slow (around 1 msg/second), making mass simultaneous communication impossible. More than anything, no marketing software exists to power long code communication.
Short Code = Speed & Reliability
Long Number = None of the above

Compliance

Are there any restrictions about sending out messages?

Yes, Mercury Flight LLC is not intended to be used for unwanted calls. Each user is responsible for ensuring that their use of the system complies with all applicable laws and all other provisions within our Terms of Service. Please read our Terms of Service thoroughly before completing the signup process.

Does Mercury Flight integrate with State and National “Do Not Call” lists?

No. Mercury Flight LLC is not intended to be used for unwanted calls. Therefore, we do not integrate with State and National “Do Not Call” lists. Mercury Flight LLC DOES manage our own Do Not Call list, which all recipients can elect to be placed on by pressing 9 at any time. Please read our Terms of Service thoroughly before completing the signup process.

Is my credit card information kept secure?

Completely. We use a Level 1 PCI DSS Compliant Provider that processed more than a billion dollars in 2011, 2012 and are on track to exceed that in 2013. This provider is trusted by some of the largest and best companies doing business online.

Will my contacts, emails, or information ever be sold or distributed?

All of your information is solely the property of you and/or your company. Mercury Flight LLC respects your privacy and we will never share, sell, disclose or release your phone numbers, contacts, email addresses or any other information that is stored in your account.

Are there any call restrictions on what I can say in my message(s)?

Mercury Flight LLC is simply a service provider. You are responsible for any and all content that is played during your calls. It is highly recommended that you refrain from recording any profanity, slander, racism, or other types of messages that your audience may find inappropriate. Remember, you cannot control who picks up the phone; children and unexpected recipients may be on the receiving end of your calls. Please make sure all of your call content complies with FCC Rules and Regulations, otherwise, you may be held responsible for any content that you broadcast.

Do you still have questions?