Billing periods and missing data
Does the end of each billing period delete my contacts? No. The Privacy Policy states that data is retained while your account is active and as needed to provide the service. Its end-of-billing-period deletion provision applies after account cancellation or termination. It must not be applied to an ordinary subscription renewal or used to explain missing contacts without checking the account.
What if my contacts or message history suddenly disappear? An empty list, a recent update, or a billing date alone does not establish that data was deleted. Check for an in-app announcement and review any active search or filters. If the issue persists, or several users are affected after an update, contact support through the in-app chat so the team can check the account and any service incident.
The cause, deletion status, and recovery options need to be verified for the affected account. Do not assume that a backup is unavailable, that data is permanently lost, or that recovery is guaranteed. Ask support to investigate before rebuilding or re-importing a missing contact list.
For actual cancellation or termination, the current Terms and Conditions and Privacy Policy govern retention and deletion. This troubleshooting guidance does not change those policies.
Account Management & Billing Overview
The PitchPrfct platform provides comprehensive tools to manage your account settings and billing information. Below are the key features:
Subscription Information
View and manage your PitchPrfct Standard Subscription details, including renewal dates and plan features.
2. SMS Credits Overview
Monitor your available SMS credits and track usage patterns to ensure continuous service.
3. Purchase Additional Credits
Easily buy more SMS credits when your balance runs low to maintain uninterrupted messaging capabilities.
4. Subscription Management
Update, upgrade, or modify your current subscription plan to better meet your business needs.
Conversation Management Settings
Configure how phone numbers are selected when switching conversations
Smart Selection:
Automatically selects the phone number used in the most recent message. Perfect for conversations with multiple phone numbers where you want to continue using the number from the latest exchange.
Standard Selection:
Remembers your last selected phone number for each conversation. Only auto-detects from messages when no previous selection exists.
Opt-Out Rate Monitoring
Understanding your account's messaging health
PitchPrfct's opt-out rate monitoring system helps you maintain a healthy messaging account by tracking recipient responses. This system protects your messaging reputation and ensures compliance with industry standards.
Key Metrics Explained
Our dashboard displays several important metrics to help you understand your messaging health:
Official Opt-Out Suspension: - Automations pause if official opt-outs exceed threshold
Official Opt-Out Healthy: - The rate at which automations automatically resume
Total Opt-Out Suspension: - Automations pause if all opt-outs exceed threshold
Total Opt-Out Healthy: - The rate at which automations automatically resume
Grace Period Messages: - Number of messages allowed in 24 hours before restrictions apply
Messages Sent (24h): - Running total of messages sent in the past 24 hours
How Opt-Out Monitoring Works
We continuously monitor your opt-out rates using a 24-hour rolling window. This protects your messaging reputation and ensures compliance.
Suspension triggers: Official opt-outs exceeding 2.5% or total opt-outs exceeding 5%.
Automatic recovery: When rates drop below 1.5% (official) and 3% (total), automations resume automatically.
How Our Protection System Works
PitchPrfct actively monitors your opt-out rate to protect your valuable 10DLC campaigns and phone numbers. We track all opt-out phrases from your settings over a rolling 24-hour window, providing real-time protection.
Official Opt-Out Tracking
We separately track "official" opt-out phrases (STOP, UNSUBSCRIBE, CANCEL, END, QUIT, STOPALL) which carry higher compliance risk. These phrases have a stricter threshold:
Suspend at 2.5% (vs 5% for general)
Our safety thresholds
Under 5%: Healthy status - full sending capabilities
Above 5%: Campaigns and workflows paused for safety
Grace Period: We don't enforce restrictions for your first 1000 messages in any 24-hour period, giving new campaigns room to establish themselves.
Important: This is PitchPrfct's internal safety system - these metrics are NOT reported to SMS providers or carriers. We implement these protections to prevent your campaigns from being flagged externally, ensuring your sending reputation remains intact.
Need Further Assistance?
If you have specific questions about your account settings or billing that weren't addressed above, please don't hesitate to reach out to our support team through any of the following channels:
Email Support:info@pitchprfct.com
Live Chat: Available Monday-Friday, 9AM-6PM EST through your PitchPrfct dashboard
Help Center: Browse our extensive knowledge base for self-service solutions
Our dedicated customer success team typically responds within 15 minute on business days and is committed to resolving your account and billing concerns promptly.
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