How Unsubscribes Work

Mobile Message includes built-in unsubscribe handling to help you stay compliant with Australian spam laws. When a recipient opts out, the platform automatically blocks further messages to that number.

Unsubscribe handling is automatic and does not require manual processing.

Adding an opt-out message

On the Send Messages page, you can add an opt-out option to your message by clicking Insert Opt-Out Message.

The opt-out message that is inserted depends on the sender you are using.

Opt-out message by sender type

Dedicated number or shared number senders

If your message is sent from a dedicated number or a shared number, the following opt-out message is inserted:

Opt out: Reply Stop

Recipients can reply with “STOP” to unsubscribe.

Custom senders or your own number

If your message is sent from a custom sender or your own number, the following opt-out message is inserted:

OptOut mb.st/

This provides a link recipients can use to opt out.

What happens when someone unsubscribes

When a recipient unsubscribes:

• Their number is immediately added to your unsubscribe list
• Future marketing messages to that number are automatically blocked by default
• They are automatically removed from any contact lists in your account
• Any scheduled or pending messages to that number are automatically cancelled
• This helps ensure compliance with Australian spam laws

You do not need to take any action when someone unsubscribes.

Unsubscribe list

All unsubscribed numbers are stored in a dedicated list in your account.

You can view this list by going to:

Contacts > Unsubscribes

This list shows all numbers that have opted out of receiving messages from your account.

Removing someone from the unsubscribe list

If needed, you can remove a number from the unsubscribe list. This may be appropriate if the recipient has explicitly asked to be re-subscribed, or you have obtained fresh consent to send messages to them. Once removed, you will be able to send messages to that number again.

To remove one or more numbers, use the Bulk Manage Numbers button on the Contacts > Unsubscribes page — it works for single numbers as well as bulk removals.

Adding or removing numbers in bulk

You can manually add or remove numbers from your unsubscribe list using the Bulk Manage Numbers button. This is useful if you are moving from another SMS provider, or need to re-subscribe a group of contacts.

To add or remove numbers:

1. Go to Contacts > Unsubscribes
2. Click Bulk Manage Numbers
3. Paste the phone numbers (one per line, or comma-separated)
4. Select either Add numbers to Unsubscribes or Remove numbers from Unsubscribes
5. Confirm the action

Numbers added this way will be blocked from receiving messages immediately. Numbers removed will be unblocked and can be messaged again.

Blocking behaviour

When a number is on your unsubscribe list, standard sends are blocked:

• You cannot send standard messages to that number
• Messages will be blocked automatically
• Importing the number again will not override the block
• Manually entering the number will not bypass the block for standard sends
• If a message was scheduled before the unsubscribe occurred, it will be automatically cancelled and will not be sent.

For standard marketing sends, it is not possible to send a message to a number while it remains on the unsubscribe list.

Sending to unsubscribed numbers (transactional messages)

In some cases you may need to send a message to a number that is on your unsubscribe list — for example, an order confirmation, OTP, or appointment reminder that the recipient is expecting. These are called transactional messages, and they can be sent even if the recipient previously opted out of marketing messages.

To send to unsubscribed numbers, use the Ignore unsubscribes option:

• Web (Send Messages page): Open Advanced Options and enable Ignore unsubscribes list for this send
• API: Include ignore_unsubscribes: true in your send request

Important: This bypass is intended for transactional messages only. Using it to send marketing or promotional content to people who have opted out would breach Australian spam law. Only use this option when you have a legitimate transactional reason to contact the recipient.

Proper unsubscribe handling protects your business and ensures compliance. Mobile Message enforces unsubscribe rules automatically so you can focus on messaging, knowing opt-outs are respected at all times.