Account Suspension & Termination Policy

1. At a glance

• Where appropriate, we start with a warning and give you a chance to fix the problem. Serious risks — such as fraud, phishing or impersonation — can lead to immediate restriction or suspension.
• An account can be Active, Restricted, Suspended or Terminated. Each state limits access in a different way.
• Our decisions combine automated risk signals with human review. We do not permanently ban an account because of a single keyword.
• When an account is suspended, all API keys are revoked. Scheduled and queued messages that have not been sent are cancelled, and the funds reserved for them are released to your balance.
• You can ask us to review a decision by contacting Support.

2. About this policy

This policy explains when and how SMSGELY may warn, restrict, suspend or terminate an account, what happens when we do, and how you can ask for a review. It forms part of our Terms of Service and should be read together with the Acceptable Use Policy, the Anti-Spam Policy, the Prohibited Content Policy, the Sender ID Policy, the KYC Policy and the Refund Policy.

We take action to protect message recipients, other customers, our SMS providers and the platform, and to meet our legal and contractual obligations. Our aim is to be fair and proportionate: to stop harm quickly while giving genuine businesses a clear way to resolve problems.

3. Account states

Restricted

A restriction can apply to one or more of these features: web SMS, bulk SMS, scheduled sending, API access, masking SMS, non-masking SMS and recharge. When messaging is restricted, you will see this message: "Messaging access is temporarily restricted. Please contact support." You can still sign in, view your account and contact Support.

Suspended

A suspended account cannot sign in or use the API. All API keys are revoked and all active sessions are ended. Suspension normally lasts until we have completed our review or the issue has been resolved.

Terminated

Termination permanently closes the account. A terminated account cannot be reopened, and you must not create or use another account to continue the activity that led to termination.

4. Warnings

Where appropriate, we send a warning before taking stronger action. A warning explains what we found and what you need to do, for example:

"Account warning — Reason: Potential policy violation detected. Action required: …"

Every warning includes a way to contact Support. Please respond promptly. Ignoring warnings, or repeating the same problem after a warning, may lead to restriction or suspension.

We may skip the warning stage where the risk is serious or urgent — for example suspected fraud, phishing or impersonation — or where the law, a regulator or an SMS provider requires immediate action.

5. Reasons we may take action

We may warn, restrict, suspend or terminate an account for reasons including:

• spam, including messages sent without consent or after an opt-out;
• fraud, scams or phishing;
• other abuse of recipients, such as harassment or threats;
• using a Sender ID without authorization, or impersonating another organisation or person;
• failed or withdrawn identity verification (KYC);
• false, forged or altered documents or account information;
• a violation of SMS provider or operator requirements;
• a request or instruction from a regulator or other authority;
• repeated complaints from recipients or others;
• suspicious activity, such as signs that the account or its API keys have been compromised;
• payment abuse, including fraudulent payment claims, non-payment or a pattern of chargebacks;
• API abuse, such as attempts to bypass limits, security controls or platform checks;
• repeated violations of our policies;
• attempts to evade a previous restriction, suspension or termination, for example by opening a new account.

6. How we make decisions

Layered signals and human review

We look at several signals together rather than relying on any single factor. These signals include content and link checks, complaints, patterns of delivery failures, sudden changes in sending volume and rejected Sender ID requests. Our staff then review the situation.

When the risk level is high, our systems may automatically apply a temporary restriction while a review takes place. We do not permanently ban an account because of a single keyword alone.

Proportionate action

When deciding what to do, we consider how serious the issue is, the risk of harm to recipients, your account history, whether the problem was deliberate, and whether you have cooperated and fixed it. Most issues can be resolved through a warning or a temporary restriction.

What we share with you

We will usually tell you the general reason for our action and what you can do about it. We may limit the details we share where disclosure could harm recipients or other customers, compromise an investigation or the security of the platform, or breach a legal obligation. We do not publish our detection rules, so that they cannot be bypassed.

7. What happens when we take action

API access

When an account is suspended, its API keys stop working immediately. When API access is restricted, API requests are refused. In both cases the API returns a generic error and does not disclose the reason, for security reasons. Check your dashboard, where available, or contact Support.

Scheduled and queued messages

Scheduled and queued messages that have not yet been sent will not be sent. The funds reserved for them are released back to your balance.

Messages already sent

Messages and campaigns that have already been handed to the network cannot be recalled. Charges for those messages are handled under the Refund Policy.

Sender IDs

Your Sender IDs may be suspended or revoked together with the account, as described in the Sender ID Policy.

Remaining balance

Any remaining balance is handled under the Refund Policy. Where permitted by law, we may withhold amounts linked to fraud, fraudulent payment claims, chargebacks or other unlawful activity while the matter is investigated or resolved.

Your data

Account data, message logs and documents are retained and deleted as described in the Privacy Policy. We may keep certain records for longer where the law requires it or where they are needed for an investigation or legal claim.

Reporting to providers and authorities

Where the law requires it, or where an SMS provider's requirements oblige us to, we may report the matter and share relevant information with SMS providers, operators, regulators or law enforcement. See the Legal Requests Policy.

8. Reinstatement

If, after review, we are satisfied that the issue has been resolved, we may lift a restriction or reinstate a suspended account. Reinstatement may come with conditions, such as updated documents, changes to your sending practices or a period of closer monitoring.

API keys revoked during a suspension are not restored. After reinstatement, create new API keys in your dashboard and update your integrations.

Termination is final, and a terminated account will not be reinstated.

9. Asking for a review (appeals)

If you believe we made a mistake, contact Support — through the dashboard if you can still sign in, or through our contact page. Please include:

• the email address of your account;
• a short explanation of why you believe the decision should be reviewed;
• any information or documents that support your request, such as proof of consent or authorization.

We will review your request and respond. The time this takes depends on the case, and we cannot commit to a fixed timeline. Asking for a review does not automatically lift a restriction or suspension. Where we act on the instruction of an SMS provider, regulator or other authority, our ability to change the decision may be limited.

10. Closing your account

You can stop using SMSGELY at any time and ask us to close your account by contacting Support. Any remaining balance is handled under the Refund Policy, and your data is handled under the Privacy Policy.

11. Important notice

SMSGELY provides messaging infrastructure and related technology services. You remain responsible for your message content, recipient lists, recipient consent, sender identity and authorization, the legality of your campaigns, applicable marketing, telecom and data-protection obligations, and compliance with all applicable laws.

SMSGELY does not authorize any unlawful use of the platform. SMSGELY operates subject to applicable laws, regulations, telecom-provider requirements and contractual restrictions.

12. Changes and language

We may update this policy from time to time. We will publish the updated version on this page with a new effective date and, where changes are significant, we will let you know in advance where reasonably possible.

This policy is available in English and Bangla. If the two versions conflict, the version designated by SMSGELY after legal review applies.

13. Contact

For questions about this policy or about action taken on your account, contact Support in your dashboard or through our contact page. To report abuse by another sender, use our abuse reporting form.