Customer Service SMS Messaging FAQ

Will this cost me anything?

doTERRA does not charge anything for this service. These are Canadian phone numbers, so no “international” rates should apply. Any additional costs would come from your provider depending on your cellular plan, but this is a free service from our end.

Where can I provide feedback on this service?

At the end of your conversation, you will receive an additional text with a link to complete a short feedback survey. If you have any comments regarding our new text service, please provide them through this survey!

What types of questions can I ask through the text service?

You can use the text service to ask any question you would ask Member Services through any other platform! This includes questions about the Loyalty Rewards Program, commissions, shipping, returns, and more.

What are the hours?

The English text hours are 8 am – 10 pm MT on Monday-Friday, and 9 am – 2 pm MT on Saturday.

Are these texts automated? Or will I be texting with a real person?

While there are some “auto-responses” (for example, you will receive an automated text to let you know your text has been received or that you have contacted us outside of business hours), you will be chatting with a live agent!

Can I text in after-hours?

If you text in outside of business hours, you will receive an auto-responder asking you to try reaching us again during business hours.

What are the phone numbers?

Our English line can be reached at 289-201-0055. Our French line will be coming soon.

How does account verification work over text?

Account verification will function the same way it does through chat. We will have you verify with your ID number and date of birth.

How long will it take to get a response?

We anticipate an agent to respond within 30 seconds to a minute.