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Troubleshooting guide

Running into issues? Don't worry—most problems have simple solutions. Find quick fixes for common issues and get back to collecting great reviews.

Quick solutions
Step-by-step fixes

Quick Fixes

Refresh & Retry

Most technical issues can be resolved by refreshing your browser and trying again.

💡 When to use: Page not loading, buttons not responding, data not updating

Check Your Settings

Verify your account settings, business profile, and notification preferences.

💡 When to use: Emails not sending, notifications not working, profile issues

Search This Guide

Use the search function to find specific solutions to your problem.

💡 When to use: Looking for a specific error message or issue

Contact Support

Our support team is here to help with issues not covered in this guide.

💡 When to use: Complex technical issues, account problems, billing questions

Review Collection Issues

Low Response Rates

Medium Priority

Not getting many responses to your review requests?

Solutions:

  • Focus on recent, satisfied customers first
  • Personalize your requests with specific details
  • Send requests 1-3 days after service completion
  • Use AI-powered content generation to create more engaging messages

Reviews Not Appearing

Low Priority

Customers say they left reviews but you don't see them?

Solutions:

  • Check if reviews are pending approval on the platform
  • Verify the customer used the correct business listing
  • Some platforms have 24-48 hour delays
  • Ask customers to check their email for confirmation

Wrong Review Platform

Medium Priority

Customers are leaving reviews on the wrong platform?

Solutions:

  • Make your review request links more prominent
  • Use platform-specific QR codes
  • Include clear instructions in your messages
  • Consider using our review widgets

Technical Issues Issues

Email Delivery Problems

High Priority

Review request emails not reaching customers?

Solutions:

  • Check your sender reputation and authentication
  • Ask customers to add your email to contacts
  • Avoid spam trigger words in subject lines
  • Use our email templates as a starting point

QR Code Not Working

Medium Priority

QR codes not scanning or leading to wrong pages?

Solutions:

  • Ensure QR codes are generated for the correct prompt page
  • Test QR codes before printing or sharing
  • Make sure the URL is accessible on mobile devices
  • Check that the prompt page is published and active

Contact Import Issues

Medium Priority

Having trouble importing your customer list?

Solutions:

  • Check your CSV file format and required fields
  • Ensure email addresses are valid and properly formatted
  • Remove any special characters from field names
  • Try importing a smaller test file first

Account & Setup Issues

Can't Access Dashboard

High Priority

Having trouble logging in or accessing your account?

Solutions:

  • Clear your browser cache and cookies
  • Try using an incognito/private browser window
  • Check if your subscription is active
  • Contact support if the issue persists

Business Profile Not Updating

Low Priority

Changes to your business information not saving?

Solutions:

  • Make sure you're saving changes properly
  • Check if you have the correct permissions
  • Try refreshing the page after making changes
  • Clear browser cache if changes still don't appear

AI Features Not Working

Medium Priority

AI assistant not generating content or suggestions?

Solutions:

  • Ensure your business profile is complete
  • Check your internet connection
  • Try refreshing the page and trying again
  • Contact support if the issue continues

Prevention Tips

Avoid Common Issues

Most problems can be prevented with good practices. Here are some tips to keep your review collection running smoothly:

Start with Happy Customers

Focus on customers who had positive experiences. They're more likely to leave glowing reviews.

💡 Use your CRM or sales data to identify satisfied customers first

Timing is Everything

Send review requests when the experience is fresh but not overwhelming.

💡 Wait 1-3 days after service completion, but before the next interaction

Personalize Your Approach

Use specific details about each customer's experience in your review requests.

💡 Reference the service provided, date, or specific outcomes achieved

Keep Your Data Clean

Regularly update contact information and remove invalid email addresses.

💡 Set up a monthly review of your contact database

When to Contact Support

Try These First

  • • Check this troubleshooting guide
  • • Refresh your browser and try again
  • • Clear browser cache and cookies
  • • Check your internet connection
  • • Verify your account settings

Contact Support For

  • • Account access issues
  • • Billing and subscription problems
  • • Technical errors not covered here
  • • Data import/export issues
  • • Platform integration problems

Need More Help?

Our support team is here to help with issues not covered in this guide. We typically respond within 24 hours.

Contact SupportGetting Started Guide

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Getting Started Guide

Complete setup guide to get you up and running quickly.

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