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

A customer’s sale didn’t trigger an email

Almost always one of these, in order of likelihood:

1. 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 visits or purchases. This is deliberate — see How review requests work.
2. The wait window. Requests go out after the wait you’ve configured (7 days by default), so a recent sale may just be scheduled, not missing.
3. 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.
4. The connection isn’t verified. Open the Integrations page and confirm the connection shows as Active (not Awaiting first event); if not, re-send a test from your store or tool. See Integrate your tools.

Can I change the wait or the 60-day cooldown?

The wait before a request goes out is configurable on your Branding page (7 days by default — set it shorter for a service, longer for shipped goods). The 60-day cooldown is fixed, as it’s tuned for deliverability and sender reputation.

Do test events send real emails?

No. The test events your tools 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.

The widget

My widget is empty or not updating

• 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.

Can visitors leave reviews through 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

I signed in with Google and got “An account is needed to sign in”

Signing in with Google only works once you already have a PraisePipeline account — it has to match an account’s email, it doesn’t create a new one. Two cases:

• You haven’t signed up yet. Start a trial at praisepipeline.com , then use Google to sign in afterward.
• You have signed up, but your account isn’t active yet. Check your email (and spam folder) for the confirmation link — until you click it, sign-in is blocked either way, with email/password or Google.

If you were invited by a teammate, make sure the Google account you’re signing in with uses the same email address the invite was sent to.

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.