Tatango FAQ
This FAQ contains answers to most of the commonly asked questions we receive. If you've got a question that isn't answered here, please check out our Get Satisfaction Page or email us at support@tatango.com.
General
What is Tatango?
- Tatango is a group text messaging service that allows any group to communicate through SMS. With one message from the computer or mobile phone, the service has the ability to reach thousands of people, instantaneously. The Tatango service doesn’t require any special phone or its users to download any software to use the service.
Our product is built for groups of all sizes. In some cases that group is a small recreational team looking to coordinate practice, and in other cases that group is a large business looking market efficiently to their customers. Every group, regardless of size, needs to communicate. We help those groups communicate better.
Who is Tatango?
- We’re a group of people who care deeply about the product we build for our customers. Clarity, quality, attention to detail and ease-of-use are at the core of everything we do. We’ve put this energy into every piece of Tatango, resulting in a product that makes group communication simpler than ever before.
How do I STOP group text messages?
- You can stop text messages to your mobile phone by replying to any group text message with the word STOP. You can also login to your account, and click on the “Account Settings” link at the top of the page and you will be able to remove yourself from any groups that you have joined. If you have done these steps to stop messages and you continue to receive text messages, email support@tatango.com with the group name, date, and time you received the message and we will resolve the issue immediately.
What do you do with my phone number?
- Other than delivering the text messages that the group administrator sends, Tatango does absolutely nothing with your phone number. We do not sell or distribute phone numbers in any way. Feel free to review our Spam Policy our Terms of Use and our Privacy Policy.
Is Tatango available for users outside of the US?
- Currently, Tatango is only available to users in the US. We don't have any plans currently to expand, but if we do, we will announce them on our blog here.
What cell phone providers will Tatango work with?
- Alltel
- AT&T
- Bluegrass Cellular
- Boost Mobile CDMA
- Boost Mobile iDEN
- Cellcom Cellular
- South Centennial Cincinnati
- Bell Dobson
- Cellular Systems
- East Kentucky Network ECIT
- Nextel Communications
- NTELOSRural Cellular Corp.
- Sprint PCS Wireless
- T-Mobile
- US Cellular
- Verizon Wireless
- Virgin Mobile USA
- West Central Wireless
If you are using a cell phone provider that you do not see here, you unfortunately won't be able to use Tatango.
How much does it cost for group members to receive text messages?
- Messages sent from Tatango and received by your group members are standard basic rate text messages. Tatango text messages are billed to the recipients mobile phone as if you were sending them from your own mobile phone, with no premium or monthly fees added on.
I no longer manage my Tatango group, how do I transfer ownership?
If you are no longer a part of or no longer a member of a group you created, simply email notify@tatango.com with your account phone number and the name and phone number of the person you'd like the account transfered to, we'll take care of it from there.
I need a copy of the members on my Tatango, can you export it for me?
Of course, just send us an email to support@tatango.com with the request and we'll send you a list including all the members of your Tatango group, in Excel format.
Creating A Group
Can I create multiple groups?
- Absolutely, feel free to create as many as you'd like! There is no limit to the number of groups you can create on Tatango. This applies to all plans.
Are there any restrictions on group names?
- Your group name must be at least 3 character and can be up to 15 characters, and can only contain letters, numbers, and spaces. Keep it short, as your group name will appear at the top of each of your text messages and deduct from the number of characters you have available for your messages.
How do I delete a group I started?
- To delete a group you created, simply email support@tatango.com with your mobile phone number and the request to delete your Tatango group. Keep in mind that this action is permanent and the group and all it’s contacts will be deleted forever.
What types of groups are allowed?
- Tatango reserves the right to refuse service to any group, or to cancel groups at any time who do not fulfill the requirements set forth in our Terms and Conditions.
I'd like to merge the members of several groups I created into one, how do I do that?
If you created several groups and had multiple members join those groups, but would like them all in one group without asking the members to join again, just [emailto: support@tatango.com shoot us an email] with the name of the groups you'd like to merge and we'll handle it for you on our end.
Adding Members To Your Group
Why can't I upload people to my group while on the free trial?
- We don't allow use of the contact importer during the free trial for obvious spam reasons that result from allowing people to upload an unlimited number of contacts and send out an unlimited number of messages. Only our web and keyword options are available on our trial. To use the contact importer, simply choose a plan.
What is a keyword, and how do I use it?
A keyword is a tool that allows anyone to join your Tatango group directly from their mobile phone. Potential group members will text your customizable keyword to the number 68398 to join. Every group comes standard with a non-customizable keyword. The number of keywords on each plan account for the number of customizable keywords available with that plan.
What is the contact importer, and how do I use it?
Tatango's Contact Importer allows you to upload members directly to your group. It's as easy as copy and pasting your contact names and phone numbers straight from Excel, an address book or listserv. It's the quickest and simplest method to begin messaging your group.
What is the Web option, and how do I use it?
Our Web section provides you with all the tools needed to promote your Tatango group on the web. Easily embed a Tatango badge on your website or blog by grabbing the embed code below. Don’t have a website or blog? No worries — you can link to your Tatango group in emails, chats, Facebook messages or anything else you can think of.
Sending messages
How do I send a message to my group?
- To send a message, you must be an administrator on the group’s account. Click the "Send Message" tab on the side of the page. Select who you would like to send your message to, type your message and press send. After the message has been sent, it will take you to the "Sent Messages" tab which will confirm your message has been sent.
Can I send a message from a cell phone to my group?
- Yes, for text messages please see our step-by-step instructions here.
How will you know which group I want to send my message to when I use the text in feature?
- When you Textin, we will send you back a message to ask which group to send the message to.
How do I message a subgroup from my mobile phone?
- Compose your message just as before. Instead of a # symbol, start your message with the * symbol. This will tell Tatango that you want to message one of your subgroups rather than a whole group. If you have multiple groups and subgroups, we’ll message you back asking which one you want to text. It’s that easy.
Managing Subgroups and Administrators
How do I create a subgroup?
- To create a subgroup, click on the "Contacts" tab on the left side of the page, and click "Create Subgroup".
Is there a limit to the number of subgroups I can have?
- There is no limit to the number of subgroups you can create, so feel free to organize!
How do I move members to a subgroup?
- To move members to a subgroup, you must first create the subgroup (see above). Within the "Contacts" tab, select the members you would like to move, then select the "Add To Subgroup" drop-down menu and select which subgroup to move that member to.
Can a member be a part of multiple subgroups?
- Yes, each contacts can be a part of as many subgroups as you'd like. Simply select the contact and the subgroup you'd like them to be a part of. You can do this multiple times for different subgroups with the same contact.
How do I create another administrator on my Tatango group?
- First off, this member you wish to make an administrator, must have already logged into Tatango, which creates an account for them. Once this member has their own Tatango account, go to the "Contacts" tab and click on the members name that you would like to make an administrator. You will see an option to “Make Admin,” click this and now when that member logs into their own account, they will now have access to that group.
Will the person I appoint as an administrator have access to my plan?
- The person you appoint as an administrator of a group you created will have access to your plan, but only for the group that you appoint them an administrator of. In other words, if the member you appoint as an administrator creates another group for their own use, they will not be able to use the messages of your plan - your plan will only work for the group you appointed them administer of. *Note* The administrator will still see that their free trial has expired if they do not have a subscription and are using yours.
How do I become an administrator of a group?
- Contact the group administrator and request that they add you as an administrator.
Registration and Login/Password
I forgot my password, what do I do?
- Go to Tatango and enter the mobile phone number you set up your account with. After you have done this, where it says "Do you have a Tatango password" select the option that says
"No, send me a password" and a temporary password will be sent to your mobile phone.
I tried sending a new password to my phone but didn't receive it, what do I do?
- Drop us a line at support@tatango.com and we'll send you a temporary password to get you in your account.
How do I change my password?
- Log in and click on the “Account Settings" tab at the top of the screen. There will be options there to change your password.
I’m not in the United States; will I be able to use tatango?
- Currently, tatango is only available in the U.S. We plan to make the service available internationally, so regularly check the Tatango blog for updates or email us at notify@tatango.com to be placed on a waiting list.
Tatango Pricing, Plans and Free Trail
On each plan, what counts as a message?
The messages associated with each plan represent the total number of messages that can be sent to the members of your group. For example, one Tatango group message to 50 people would account for 50 messages used. Replies to the messages you send and joins via keyword will not count against your message total. There are no overage charges if you run out of messages. You can cancel, downgrade, refresh or upgrade your plan at any time.
What happens if I run out of messages, will I get charged overage fees?
With all of our plans, you have the ability to cancel, upgrade, downgrade or reset the plan at any time. If you to send a text to more contacts than messages you have available, you will not be able to send the message. Because of this, we do not charge any overage fees, you can simply change your plan as needed.
What types of payment do you accept?
Currently we accept Visa, Mastercard, and American Express. We do not accept PayPal. At this time we only accept payments online so we will not be able to accept a P.O., invoice you, or take an order over the phone.
Do I have to sign a long term contract?
No. Tatango is a pay-as-you-go service. There are no long term contracts or commitments on your part. You simply pay month-to-month. If you cancel, you’ll be billed for the current month, but you won’t be billed again.
None of the plans on the site work for my group, am I able to have a plan customized?
Absolutely. If none of the plans on the site work for you, [emailto: support@tatango.com drop us a line], we’d be happy to create a custom plan to better fit your needs.
Will automatically get charged when my free trial expires?
Your free trial will expire automatically at the end of the 30-days and you will not be charged anything at all, no action is needed on your end. Once the trial expires, you will still have access to your Tatango account, but you will not be able to send messages.
My trial has expired, can I get the trial period extended?
Unfortunately, no. Our system will not let us extend the trial period. However, you will always have access to your account and can purchase a plan at any time!
Privacy
How does tatango protect my information?
- Privacy is taken very seriously at tatango. We will never distribute your information to spammers or outside marketers. For more information, please see our Privacy Policy and Terms and Conditions.
I got an email from tatango, how do I know if it is real?
- Emails from tatango will always come from the domain tatango.com. If you receive an email sent from a domain other than this, it is not real. Please forward these emails to support@tatango.com and we will resolve the problem immediately. tatango will never send an email asking for your password or other personal information.
Troubleshooting
I'm not receiving messages, is it because my number was just ported from another carrier?
- Possibly, depending on how long ago the number was switched between carriers. Run through these steps to see if they help troubleshoot the problem. If the problem persists and you are still not receiving messages, email support@tatango.com and we'll help figure it out.
Why am I not receiving my password?
- Be patient, some passwords take longer then others depending on what carrier you have and what time of day it is. If you still have not received your confirmation code after a few minutes, please click here to troubleshoot why your mobile phone is not receiving Tatango text messages.