Troubleshooting Common Issues
Running into a problem with ReplyFlow? This guide covers the most common issues and how to resolve them.
Reviews Not Syncing
Symptoms: New reviews from Google, Facebook, or Yelp are not appearing in your dashboard.
Solutions:
- Allow up to 30 minutes for new reviews to sync after initial platform connection.
- Check that your platform connection is still active in Settings > Platforms. If it shows "Disconnected," reconnect the platform.
- Ensure you have not revoked ReplyFlow's access from the platform side (Google, Facebook, etc.).
- Try disconnecting and reconnecting the platform from Settings.
AI Responses Not Generating
Symptoms: New reviews appear but no AI response drafts are created.
Solutions:
- Check your plan's AI response limit in Settings > Billing. Free plan users have a monthly cap.
- Ensure your brand voice is configured in Settings > Brand Voice. The AI needs at least a tone selection to generate responses.
- If you recently connected a new platform, allow a few minutes for the AI to process the backlog.
Cannot Connect Google Business Profile
Symptoms: The Google connection process fails or shows an error.
Solutions:
- Make sure you are signing in with the Google account that has Owner or Manager access to the business profile.
- Clear your browser cookies and try again.
- Check that your Google Business Profile is verified at business.google.com.
- If using a Google Workspace account, ensure third-party app access is not restricted by your organization's admin.
Email Campaigns Not Sending
Symptoms: Campaign emails are scheduled but not being delivered.
Solutions:
- Verify that customer email addresses are valid and correctly formatted.
- Check your campaign status. Paused campaigns will not send emails.
- Look for bounced emails in your campaign analytics, as invalid addresses are skipped after a bounce.
- Ensure your sending domain is properly configured (check Settings > Email).
Dashboard Loading Slowly
Symptoms: Pages take a long time to load or time out.
Solutions:
- Try refreshing the page or clearing your browser cache.
- Check your internet connection.
- If you have a very large number of reviews, use date filters to narrow the displayed data.
- Try a different browser to rule out browser-specific issues.
Responses Not Posting to Platforms
Symptoms: You approve a response but it does not appear on the review platform.
Solutions:
- Check that your platform connection is still active.
- Some platforms have rate limits. If you approved many responses at once, they may be queued.
- Verify that the review still exists on the platform (reviewers occasionally delete their reviews).
Account Access Issues
Symptoms: Cannot log in or access certain features.
Solutions:
- Use the "Forgot Password" link on the login page to reset your password.
- Check that you are using the correct email address for your account.
- If features appear locked, verify your subscription plan in Settings > Billing.
- Clear your browser cookies and cache, then try logging in again.
Still Need Help?
If none of the above solutions resolve your issue, contact our support team:
- Use the Support Chat in the bottom-right corner of your dashboard
- Submit a Support Ticket from the Support page in your dashboard
- Email us at the address listed on our Contact page
We typically respond within a few hours during business days.