FAQs
HELP CENTER
Frequently Asked Questions (FAQs)
Get clear, straightforward answers about using Mocean’s Web Portal in South Korea to run SMS Messaging Campaigns and WhatsApp broadcasts. Learn how to upload contacts from spreadsheets, personalise your messages, schedule campaigns, and track delivery results in real time.
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SMS
Please email support@moceansms.com and include your account username and mobile number so our support team can check the issue.
You will receive 5 free SMS credits to begin testing. If you require more credits for further testing, you can request additional trial credits from our support team.
There is no limit to the number of recipients you can send messages to in one campaign.
A standard text message can contain up to 160 characters. A Unicode message, such as Arabic or Chinese text, can contain up to 70 characters per SMS.
Enter mobile numbers in international format with the country code, without spaces, plus signs or leading zeros. For example, the Australian mobile number 0412 345 678 should be entered as 61412345678.
WhatsApp Onboarding
Before starting, make sure you are an admin of your company’s Facebook account and have a dedicated phone number that can receive an SMS or voice call. The number must not already be registered with the standard WhatsApp or WhatsApp Business app. Once registered for the WhatsApp API, it can no longer be used with those mobile apps.
Log in to your dashboard, go to WhatsApp > Getting Started, click Connect with Facebook, and follow the on-screen Facebook authentication steps.
After the Facebook connection is completed, the Getting Started section will be replaced by the permanent Business Details and Template Management sections.
Go to WhatsApp > Business Details and confirm that your WhatsApp Business Account name and WhatsApp Business Account ID are correct. Checking these details helps ensure that your channel is properly configured before use.
No. The 1555 number provided by Meta is intended for testing purposes only. For live production, register your own phone number, complete Meta Business Verification, and set up a WhatsApp Business Account under your own business.
Meta Business Verification helps increase your messaging limits, strengthen account trust and provide access to additional WhatsApp features. Without verification, new business portfolios may be limited to contacting 250 unique users outside the customer service window within a rolling 24-hour period.
To complete the verification, sign in at business.facebook.com, go to Business Settings > Security Centre, select Business Verification, provide your business information and supporting documents, then complete the confirmation by email or phone.
WhatsApp General
A charge applies only when WhatsApp confirms that the message has been delivered. If the message fails to reach the recipient, no charge will be applied.
WhatsApp Business API allows businesses to communicate with customers through a messaging channel they already use. It can support strong open, engagement and conversion rates while providing reliable delivery for notifications, customer service and other business communications.
WhatsApp is intended for personal one-to-one and group conversations. WhatsApp Business API is designed for structured communication between businesses and customers. Businesses can send approved notifications to customers who have opted in, while customers can also contact the business for enquiries and support.
WhatsApp Business API can support businesses across many industries and sizes. Common approved uses include customer service, account updates, verification messages and promotional communications where local regulations and customer opt-in requirements allow them.
The message will not be delivered. You may receive a “sent” delivery report (DLR), but you will not receive a “delivered” DLR because the recipient has blocked your WhatsApp number.
Chatbot
Log in to your dashboard and open the menu on the left. Under WhatsApp, select Chatbot, click Start Setup, and follow the five-step chatbot setup process displayed on the screen.
The Q&A Bot generates replies using the business documents uploaded to its knowledge base. This keeps the answers relevant to your business, focused on customer support and reduces the likelihood of unsupported or inaccurate information.
Open the Chatbot menu from your dashboard. The Chatbot dashboard displays all your active chatbots together with the WhatsApp number connected to each one.
Open the Chatbot dashboard, locate the chatbot you want to update, and click the Configure button next to it. You can then review and change its available settings.
The Shutdown All Chatbots button immediately stops every active chatbot, including ongoing AI conversations and automated replies across connected channels. Use it only during an emergency or when you need to stop all chatbot activity at once.
Conversation
Log in to your dashboard, open the menu on the left and select Conversation. This opens the main workspace where you can view and manage your WhatsApp chats.
On the Conversation page, open the Current Sender drop-down menu in the top-left corner and select the WhatsApp number you want to use. The workspace will then display the conversations associated with that sender.
Use the search bar below the Current Sender menu. You can search using the customer’s name, complete mobile number or WhatsApp username to locate the conversation quickly.
On the Conversation page, click the New Chat button next to the Current Sender menu. Enter the customer’s phone number in the pop-up window, then click Initiate Chat.
Enter the number in international format, starting with the country code and without a plus sign, spaces or a leading zero. For example, the Australian mobile number 0412 345 678 should be entered as 61412345678.
Report
The Credit Usage Report under Report may take approximately 30 minutes to 2 hours to appear. It is normal if you do not see the record immediately after sending your messages.
Start Free — No Commitments
Get Started with Mocean!
Ready to scale your business communications in South Korea? Sign up now and try the Web Portal with 5 free credits. No monthly fees, no setup charges — simply top up credits whenever you need them.
Let’s Chat – We’re Here for You
Need assistance with your SMS Messaging Campaign in South Korea? Reach out to us at sales@moceansms.kr — our support team is available 24/7 to guide you every step of the way.