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Review requests

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Customers aren’t receiving review requests

1

Verify contact information

Ensure that customer email addresses and phone numbers are entered correctly in your system.
2

Check spam folders

Ask customers to check their spam or junk email folders. Add instructions to whitelist emails from RatingFlow.
3

Confirm SMS delivery

If using SMS/Text requests, verify that the phone numbers include the correct country code and are in a valid format.
4

Review sending limits

Check if you’ve reached your plan’s monthly sending limit for review requests.
Bulk review requests via SMS and Email are designed to streamline the process of getting more Google reviews. If you’re experiencing consistent delivery issues, contact support.

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Review routing not working correctly

Issue: Negative reviews (1-3 stars) are going to public platforms instead of the private form. Solution:
  • Verify that your smart-routing settings are configured correctly in your dashboard
  • Ensure you’ve set up the threshold for what constitutes a “positive” vs “negative” review
  • Test the review flow yourself by submitting test reviews at different star levels
The smart-routing system is critical for protecting your brand. Always test your configuration after making changes to ensure negative feedback is properly diverted to your private internal form.

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QR codes

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QR code not scanning

Common causes:
  • QR code image is too small or low resolution
  • Poor lighting conditions when scanning
  • QR code is damaged or partially obscured
Solutions:
  • Regenerate the QR code at a higher resolution from your dashboard
  • Print QR codes at a minimum size of 2x2 inches for optimal scanning
  • Test the QR code with multiple devices before deployment
  • Ensure adequate lighting where QR codes are displayed

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QR code directs to wrong platform

1

Check your QR code settings

Log into your RatingFlow dashboard and verify which platform each QR code is configured to direct customers to.
2

Regenerate if needed

If the configuration is incorrect, update the settings and regenerate the QR code.
3

Replace printed materials

Update any printed receipts, table tents, or signage with the new QR code.

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Website widgets

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Widget not displaying on website

Troubleshooting steps:
  1. Verify that the widget embed code is correctly placed in your website’s HTML
  2. Check that there are no JavaScript errors in your browser console
  3. Ensure you have at least one 4 or 5-star review to display
  4. Clear your browser cache and reload the page
  5. Test on multiple browsers to rule out browser-specific issues
Website widgets showcase your latest 4 and 5-star ratings directly on your website. They’re designed to increase conversion rates and build trust with potential customers.

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Widget showing outdated reviews

Solution: Widgets typically refresh automatically, but you can:
  • Check the refresh interval setting in your dashboard
  • Force a manual refresh from the widget configuration panel
  • Clear your website’s cache if using a caching plugin or CDN

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White label features

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Branding not appearing correctly

For agencies using the white label solution:
  • Verify that all branding assets (logo, colors, domain) are uploaded in the correct format and size
  • Clear your browser cache to see updated branding changes
  • Check that custom domain DNS settings are properly configured
  • Allow up to 24-48 hours for DNS propagation if you’ve recently set up a custom domain
The white label solution allows digital marketers and SEO agencies to rebrand the entire dashboard and reporting system under their own agency brand.

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Performance and access

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Dashboard loading slowly

Quick fixes:
  • Clear your browser cache and cookies
  • Try accessing the dashboard from a different browser
  • Check your internet connection speed
  • Disable browser extensions that might interfere with the platform

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Can’t log in to account

1

Verify credentials

Double-check that you’re using the correct email address and password.
2

Reset password

Use the “Forgot Password” link on the login page to reset your password if needed.
3

Clear browser data

Clear cookies and cache, then try logging in again.
4

Contact support

If you still can’t access your account, reach out to our support team for assistance.

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Still need help?

Contact support

If you’re still experiencing issues after trying these troubleshooting steps, our support team is here to help.