FAQ & Troubleshooting

The questions we hear most, and how to fix the things that occasionally trip people up. Still stuck? Get in touch.

Review requests

My customer bought something but never got an email

Almost always one of these, in order of likelihood:

The 60-day cooldown. A customer who was asked for a review in the last 60 days won’t be asked again, even across multiple purchases. This is deliberate — see How review requests work.
The 7-day wait. Requests go out a week after purchase, so a recent order may just be scheduled, not missing.
Spam filtering. Ask them to check junk and search for your company name — the email comes from your company name via [email protected]. See The review request email.
The store connection isn’t verified. Open Settings → Integrations and confirm the connection shows as verified; if not, re-send a test from your store. See Connecting your store.

Can I change the 7-day delay or the 60-day cooldown?

Not yet — both are tuned for response rates and deliverability. Configurable timing is on the roadmap.

Do test orders send real emails?

No. The test events stores send during webhook setup are recognized as tests and never emailed to anyone.

The review page & Google funnel

A customer left a review but it isn’t on my website

New reviews arrive as pending and stay private until you approve them — nothing is published automatically. Approve it under the dashboard’s reviews list and it appears in your widget. See Moderation.

The “Post it on Google” step isn’t showing

It only appears when you’ve saved a Google Place ID. If the field is empty, the review page simply ends with a thank-you. The Google card is admin-only, so if you can’t find it, ask an admin (the one who signed up).

Why does every customer see the Google step, even unhappy ones?

By design. Showing the Google prompt only to happy customers is “review gating,” which violates Google’s policies and can get your reviews filtered. See How the funnel works.

It shows approved reviews only — if nothing’s approved yet, it’ll be empty. Approve a few and it fills in automatically.
After changing widget styles, you must re-copy the snippet — the style is baked into the embed code. See Embedding the widget.

No — the widget is public and read-only. Reviews are collected through your review page, which customers reach from the request email.

Account & access

A teammate can’t see billing, data export, or the Google connection

Those are admin-only. See Inviting your team → A note on access for the full list.

How do I change my email or reset my password?

Both are under Profile & Security.

Is my data really mine?

Yes — export everything to CSV anytime, and delete your account whenever you like. Reviews your customers posted on Google live on your Google Business Profile and are unaffected by either.