Being overcharged for SMS Credit

Question

Hi Klaviyo team,I’m on the free plan and recently noticed my SMS usage has gone over because foreign SMS credits (Belgium, Germany, Netherlands, etc.) were charged — but I’ve checked and all my recipients are +61 Australian numbers.Specifically, this happened in my flow called Shipment Delivered – Standard between May 1 and May 10, 2025.	All recipient numbers are +61 (confirmed in the recipient activity report).			No foreign numbers are on my list.			Yet the system shows foreign SMS credits being consumed, pushing me past my monthly allowance.	Could someone please help investigate why domestic numbers are being billed as foreign and advise if this can be fixed or credited back?

emma.owens · Accepted Answer

Hi ​@Pikko! Thank you for reaching out to the Community.I’m happy to provide some more context around the screenshot you’ve provided above -that chartis simply showing how manySMS credits are used per SMS send (dependent on your region) as shown in our ‘Understanding Klaviyo’s SMS credit system’ guide here.If you want to see your actual SMS plan, I would suggest navigating to your billing settings where you can view your SMS usage:https://www.klaviyo.com/settings/billing/overviewI hope this helps and let me know if you have any questions!

DavidV · Answer

Hi ​@Pikko,Welcome to the Klaviyo Community!You’ve posted this question in a public forum, however it looks like you might need to get Klaviyo to investigate this issue for you.I would recommend contacting the support team via email or live chat at klaviyo.com/supportThanksDavid

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