Troubleshooting and FAQ

Short answers that point to the full article.

• Why can't I send a request?The message on screen says what is blocking you. Match it here: no notifications left, the wrong plan, a payment problem, an opted-out customer or a duplicate.
• My customer didn't get the messageCheck the request's status first. It tells you whether the message is still on its way, was resent by SMS, or failed, and what to do about each.
• My customer says the link doesn't workWhat your customer sees when a rating link has expired, was already used, is paused or was replaced, and what to do for each.
• My customer replied STOP by mistakeYour customer can switch messages back on by replying START, or you can record their fresh consent once they have told you it is fine.
• I didn't get a low-score alertWhy a low rating may not have reached your phone: the threshold, where alerts are sent, your plan, an unverified number, and the email fallback.
• I can't see a setting or buttonIf a screen or button from a help article is missing, the cause is usually your role, your plan, or using a phone instead of a computer.
• Frequently asked questionsShort answers to the questions owners ask most, each with a link to the full article.