Troubleshooting

Start here when something in GetSetReply does not look the way you expect. Each question says what is usually behind it and what to do, and links to the page that explains that part of the product.

My new reviews have not shown upCopy Anchor Link

Reviews come in on their own once a site is connected, but not the moment they are posted. Google, Yelp and TripAdvisor are checked every hour. DoorDash, Trustpilot and Etsy are checked once a day.

Likely causes:

• The review was posted since the last check.
• The site is connected to the wrong listing, or to the wrong location.
• The connection has stopped working (see Reconnect a review site).

What to do:

1. Open Inbox and press Sync Now at the top. You see "Syncing your reviews... new reviews will appear here shortly." and, when it finishes, how many reviews came in.
2. If it says "Sync finished with errors" or "Sync failed", it names the site that failed. Open Settings > Locations and look at that site's connection.
3. If the sync finishes with no new reviews, check in Settings > Locations that the site is connected under the right location, and that the name shown is your business's listing.

A review you already answered on the site comes in with your reply attached, so it is marked as responded rather than new. Pick Responded in the inbox's status filter before you decide it is missing.

A review site needs reconnectingCopy Anchor Link

A connection that has stopped working shows Error, or says sync paused, next to the site in Settings > Locations, with the reason beside it.

Likely causes: the listing was removed or moved on the site, or the access you gave us was taken back. Short outages on the site's side do not cause this: those are retried on their own and the connection stays connected.

What to do: while a connection is in this state it is not checked at all, and Sync Now skips it.

1. In Settings > Locations, find the site under its location.
2. Press Reconnect platform where it appears, and paste the link to your listing's page again, or search for it by name.
3. When it works, you see that the site is connected and that your reviews are being pulled in.

Do not disconnect a site to fix it. Disconnect deletes that site's synced reviews, AI replies and analytics, and that cannot be undone. If Reconnect platform does not appear or does not help, contact support and we will fix the connection with you.

I can't find my business or listingCopy Anchor Link

When you connect a review site, you search for your business by name or paste the link to its page.

• "No businesses found. Try a different name or city." Search with the name exactly as the site shows it, plus your city. A new or recently renamed listing can take a while to show up in search, so try pasting its link instead.
• "We couldn't find that listing. Double-check the link points to your business page." The link opens something other than your business's own page, such as a search results page or a photo. Open your listing on the site, copy the address from the browser's address bar, and paste that.
• "We couldn't open that short link. Try pasting the full page URL, or search by name instead." A shortened share link could not be followed. Open it in your browser first and copy the full address it lands on.
• "We couldn't look that link up right now." Our lookup is busy. Wait a minute and try again, or search by name.

If you connected the wrong listing, press Disconnect all followed by the site's name on that location's card, then connect the right one. Disconnecting deletes the reviews that came in from the wrong listing, which is what you want here, and it happens as soon as you press it. Getting started walks through connecting a site.

A review has no suggested replyCopy Anchor Link

Every new review is analyzed first and then gets a drafted reply. Analyzing a review and drafting its first reply are free on every plan, however many reviews you get.

Likely causes:

• It just arrived. Analysis and drafting run in the background a few minutes after a review comes in. The Suggested Response box says "AI response will appear here after generation..." until then.
• You already answered it on the site. A review that arrives with your reply attached keeps your reply and does not get a new draft.
• Your trial has ended or your payment failed. While your account is paused nothing new is analyzed or drafted (see when the trial ends).

What to do: wait a few minutes and reopen the review, or press Regenerate to draft one now. Running out of credits never stops a first draft: credits only pay for the extras, such as a regeneration.

Copy & Open did not workCopy Anchor Link

Copy & Open copies the reply and opens the review site in a new tab, where you paste it and post it. You see "Response copied. Opening platform..." when you press it.

• No new tab opened. Your browser blocked the pop-up. Allow pop-ups for GetSetReply in your browser's settings, or open the review site yourself; the reply is already copied.
• Nothing pastes, or an old text pastes. Some browsers refuse to copy without telling us, and the message still shows. Press Copy Response again, or select the text in the Suggested Response box and copy it by hand.
• The site opened somewhere other than the review. It opens the review site, not the review itself. Sign in there with the account that manages your listing, find the review and reply to it.

Edit, regenerate and post a reply explains the whole sequence.

I ran out of creditsCopy Anchor Link

The free work carries on: reviews keep syncing, keep being analyzed and keep getting a first draft, and you can still edit and post any reply. Only the extras that cost credits wait, such as Regenerate, and trying one says your monthly limit has been reached.

What to do: wait for your credits to renew on your next billing day, buy a credit pack, or change your plan. If the message instead says "Your subscription is not active", your last payment did not go through: update your card in the billing portal. What happens when your credits run out has the details.

I can't sign inCopy Anchor Link

• You forgot your password. On the sign-in page, press Forgot password?, enter your email and press Send reset link. The email's link works for one hour; use the newest one if you asked more than once.
• "We don't have an account with that email." You may have signed up with another address, or with a Continue with button such as Google. Try that address or button.
• You would rather not use a password. Press Email me a sign-in code, then Email me a code. Enter the 6-digit code from the email and press Sign in. The code works for 10 minutes.
• "That code is not right, or it expired. Send a new one." Press Resend code and use the code from the newest email. A wrong code and an old one get the same message on purpose.
• "Too many tries." Wait a moment, then send a new code.

If none of these work, email support@getsetreply.com from the address you signed up with.

Emails from GetSetReply are not arrivingCopy Anchor Link

Likely causes: the email is in your spam or promotions folder, it went to a different address from the one you expected, or the email is turned off.

What to do:

1. Search your inbox, spam and promotions folders for "GetSetReply". Account emails, such as password resets and sign-in codes, come from a getsetreply.com address; add it to your contacts so the next ones land in your inbox.
2. Check which address we send to: it is the Email in Settings > Account.
3. For alerts, summaries and the monthly report, check that each one is turned on under Email preferences on the same page. The review summary and the monthly report are only sent when you have new reviews.
4. If you have not confirmed your email address yet, the app shows "Confirm your email." with a Resend email button. Press it, then use the newest link.

A customer did not get a review requestCopy Anchor Link

Likely causes:

• They opted out. A customer who replied STOP to a text, or used the unsubscribe link in an email, is not sent any more requests from you. In Customer Outreach, the Contacts tab's Unsubscribed filter lists them.
• The phone number or email address is wrong, or is a landline that cannot get texts.
• The phone network did not confirm delivery. The outreach analytics count a text as sent when it leaves us and as delivered only when the customer's network confirms it, and some networks never confirm.

What to do: check the contact's details in Contacts and correct them. A customer who opted out has to opt back in themselves. Review requests and the review funnel explains how requests are sent.

My point of sale is not syncingCopy Anchor Link

Your point of sale connection is in Settings > Locations, under the location it belongs to. It shows Connected, with when it last synced, or Error with the reason.

Likely causes: the access you gave us was taken back or expired on the point of sale's side, or the location has not recorded a sale yet.

What to do:

1. If it shows Error, press Connect on the same card and approve the access again.
2. If the Sales page says "No sales in this period", pick a longer date range, or check that the right location is selected. Orders appear once a sale is recorded on your point of sale.
3. If it says "Could not load sales data", refresh the page.

Do not press Disconnect to fix it: disconnecting deletes the synced orders, revenue data and sales analytics for that connection. Sales dashboard explains the Sales page in the app.

Still stuckCopy Anchor Link

Open Support in the sidebar, choose Support Issue, give it a short Subject, describe what you see in Description, and press Submit Query. Your question and our replies appear under Past Queries on the same page. You can also email support@getsetreply.com.

It helps to include which location and which review site it is about, what you pressed, and the exact message you saw.

RelatedCopy Anchor Link

• Getting started
• Reviews and AI replies
• Account, billing and credits
• Review requests and the review funnel
• Sales dashboard