Omnisend Problems & Issues
Real user-reported problems, complaints, and limitations for Omnisend. Based on analysis of 14 signals.
Overall score: 66/100
Issues by Category
Omnisend SMS now requires the Pro plan and is billed separately
Since May 4, 2026 SMS can only be bought on Pro, and it is paid through a separate SMS credits subscription (from $0.009 per US message at low volume). Standard and Free users cannot add it, and credits expire after 60 days. Stores that used SMS on cheaper plans must upgrade.
Omnisend price jumps as your contact count grows
Plans are priced per billable contact (subscribers plus non-subscribers) and the tier moves automatically each billing cycle. Third-party trackers report roughly $132/mo for Standard and $150/mo for Pro around 10,000 contacts versus $16 and $59 entry prices. Non-subscribed shoppers count too.
Legacy Pro plan retired in October 2026 and accounts were migrated
Omnisend retired the legacy Pro plan on October 26, 2026 and moved remaining accounts to the current Pro plan, where SMS is no longer included. Accounts with a migration increase above 20% may get six months of price protection through support.
Standard plan add-ons cost extra
Personalized Content, Personalized Sending Time and Forms Plus are sold separately on Standard and priced by contact tier, while Pro includes them. The cheap plan can end up costing more than expected once add-ons are needed.
Uninstalling the Shopify app deletes the Omnisend account
Removing the app from Shopify starts a 16-day countdown to account deletion, with warnings at 10 and 3 days. People who uninstall while troubleshooting or switching can lose data.
Automation workflow not sending or contacts not entering
The most common causes are an unpublished workflow, trigger filters excluding contacts, and subscription status Non-subscribed while channel settings are Subscribed only. Role-based addresses like info@ can also be blocked.
Automation is less flexible than Klaviyo for complex flows
Reviewers say Omnisend cannot split-test inside workflows and is less flexible for complex branching, so you build separate workflows per segment. Fine for standard ecommerce flows, limiting for advanced lifecycle marketing.
Limited templates and an email editor some find unintuitive
G2 reviewers frequently cite limited features, restrictive templates and an editor that is not intuitive. Design-heavy brands feel boxed in compared with fully custom builders.
Account suspended or blocked before any email is sent
Omnisend suspends email campaigns when a test batch of about 1,000 contacts shows over 4% bounces or 0.1% spam complaints. Some stores report compliance reviews that decline service without detailed reasons.
Emails going to spam or Promotions after switching to Omnisend
Open rates drop and mail lands in spam when the sender domain is not authenticated (SPF, DKIM, DMARC), the From address does not match the authenticated domain, or a whole list is blasted right after migration.
Scheduled SMS campaigns occasionally fail or arrive late
A Capterra reviewer reports scheduled SMS campaigns sometimes not sending. Omnisend docs also say delivered messages can still be filtered by carriers and some countries (India, Saudi Arabia, Jordan) have quiet-hour limits.
Shopify or WooCommerce data not syncing correctly
Users report order counts and contacts that do not match the store, and WooCommerce setups that need connection troubleshooting. Much of it is expected behavior (CSV contacts stay only in Omnisend, non-subscribed shoppers are stored), but it confuses new users.
Some users switch to Klaviyo after bugs and attribution gaps
Forum and Capterra posts describe moving from Omnisend to Klaviyo for more reliable behavior and deeper segmentation, accepting a higher price.
Support reported as slow with repeated explanations
Some reviewers on TrustRadius and Shopify describe slow resolution, poor follow-up and unhelpful onboarding, while G2 reviewers praise support. Experience seems to vary by plan and issue type. Dedicated account experts need $400+/month spend.
Regret Patterns
Common reasons users regret choosing Omnisend.
SMS plan surprise
Stores sign up on Standard planning SMS, then learn SMS needs Pro plus separate credits.
Contact tier cliff
List growth or imported non-subscribers push the account to the next tier and the bill jumps.
Outgrowing the automation builder
Teams need workflow split tests and complex branching and move to Klaviyo.
Spam folder after migration
Whole list emailed on day one from an unwarmed domain tanks reputation.
Account deleted after uninstall
Uninstalling the Shopify app while troubleshooting starts deletion.
Compliance block with no explanation
Store is declined under the acceptable use policy without detailed reasons.
When Omnisend Breaks Down
Specific scenarios where Omnisend fails or underperforms.
List above 10,000 contacts
Per-contact tiers make Standard and Pro expensive; compare per-send pricing tools.
Complex lifecycle flows
No split testing inside workflows and limited branching.
Importing a bought or old list
Bounces above 4% or complaints above 0.1% trigger suspension.
SMS in many countries
Per-country rates, quiet hours and carrier filtering affect delivery and cost.
Heavily customised Shopify theme
Custom CSS or missing app embed can stop forms and tracking.
Frequent email or phone changes in Shopify
Changing identifiers in Shopify creates duplicate Omnisend profiles.