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General FAQ

Answers to frequently asked questions about Lineserve's messaging platform.

About Lineserve​

What is Lineserve?​

Lineserve is a cloud-based messaging platform that enables businesses to communicate with their customers through SMS, WhatsApp, and other messaging channels. Our platform provides APIs and web interfaces to send, receive, and track messages at scale.

Which countries do you support?​

Lineserve supports messaging in over 180 countries worldwide. Our coverage is continually expanding, with particularly strong presence across Africa, Europe, North America, and Asia.

How long has Lineserve been operating?​

Lineserve has been providing enterprise messaging solutions since 2015. We've delivered billions of messages for thousands of organizations ranging from startups to multinational corporations.

Account Questions​

How do I create a Lineserve account?​

Visit lineserve.com/register to create your account. You'll need to provide basic information about yourself and your organization. For detailed steps, see our Installation guide.

Is there a free trial available?​

Yes, new accounts receive complimentary credits to test our services. The exact amount varies by region, but typically allows you to send hundreds of test messages.

tip

Take advantage of our sandbox environment during your trial to test your integration without incurring costs.

How many users can I add to my account?​

  • Basic Plan: Up to 5 users
  • Professional Plan: Up to 15 users
  • Enterprise Plan: Unlimited users

Can I change my plan later?​

Yes, you can upgrade or downgrade your plan at any time through the Account > Subscription section of your dashboard. Plan changes typically take effect immediately.

Service Questions​

What messaging channels do you support?​

Currently, we support:

  • SMS (text messages)
  • WhatsApp Business API
  • Telegram (beta)
  • RCS (in select markets)

We regularly add new channels based on customer demand.

What's the difference between a dedicated and shared shortcode?​

  • Shared shortcode: Multiple businesses use the same short number, separated by unique keywords. More economical but with some limitations.
  • Dedicated shortcode: Exclusively yours, offering full control over the user experience and keywords. Higher cost but better branding.

Do you provide analytics and reporting?​

Yes, all plans include reporting dashboards with delivery rates, engagement metrics, and cost tracking. Enterprise plans offer advanced analytics with custom report generation and data export capabilities.

caution

Reports show data from the last 12 months by default. Older data may be archived and require a special request to access.

Contact and Support​

How can I contact customer support?​

  • Email: support@lineserve.com
  • Phone: +254 709 123 000 (9am-5pm EAT, Monday-Friday)
  • Live Chat: Available in your dashboard (Business hours)
  • Support Ticket: Create from the Support section in your dashboard

What are your support hours?​

Standard support is available Monday to Friday, 9am to 5pm East Africa Time (EAT). Enterprise customers receive 24/7 support for critical issues.