My customer says the link doesn't work

Ask your customer what the page says. Each message points to a different cause.

"Link expired"

A rating link works for 14 days from when it was made. After that the page says "This feedback link has expired." unless you reworded it. Send a fresh request, or copy a new private link yourself. The old request shows as No reply · expired. See Get a rating link without sending.

The thank-you page instead of the stars

Your customer has already rated with that link, and a link takes one rating. Opening it again shows the thank-you. Nothing is wrong. If they want to rate a new job, send a new request.

"They're not collecting feedback at the moment"

The page opens with "Thanks for thinking of" and your business name, then says this. Your subscription has lapsed, so new ratings are paused, on the QR code and walk-in link too. It starts working again once an owner reactivates. See If a payment fails.

"Link not found"

The link does not exist or is not valid. The usual causes:

• A replaced walk-in link. If you replaced your link, every old QR code and sticker stops working at once. Your customer needs your new code, so reprint stickers and swap the old ones. See Your QR code and walk-in link.
• A link that was copied incompletely. Copy it again and resend it.

A business that has closed its account also shows this page for every link.

A walk-in customer who rated today

If someone rates a second time within a day, the walk-in page says "You've already sent feedback recently" and asks them to try tomorrow.

Still stuck?

Ask your customer for a screenshot of the page, or the exact words on it, and match it above. If none fits, email support@ratemate.co.za.