Troubleshooting a funnel that is not working

Start by opening the funnel's link on your own phone, the way a customer would. What the page says tells you where to look.

What the page says

"This feedback page is paused"

The funnel is switched off. Open the funnel, go to Set up → Basics, and turn on Customers can rate here. Save. The chip next to the funnel's name changes from Switched off to Live.

"This feedback page isn't set up yet"

The funnel has no flow of questions it can run, or its flow has no steps. Open Set up → Questions and check that the flow has steps and that one flow is active. If you are unsure, press Use a template and choose the questions of a template, or start a new funnel from the standard funnel.

"This page isn't available"

The address does not lead to a funnel. Either:

• the link was mistyped or copied only in part; copy it again from the funnel's Share tab; or
• the funnel was deleted; or
• a custom address is not live yet (see below).

"We couldn't load this page"

The customer's connection dropped, or the page could not reach us. Press the button to try again. If it happens on every phone and every network, contact us.

The page loads, but something is wrong

Happy customers have nowhere to go

The funnel has no review link. Its chip says No review link. Add one in Set up → Review links. See Review links: Google, Yelp, Facebook and other sites.

A review link opens the wrong page

Open each link from Set up → Review links and check that it opens the review page of the right business and location. Change the address if not.

A step leads nowhere, or customers get stuck

Open Set up → Questions. The editor lists problems such as a step that points to a step that no longer exists, or a path that never reaches a thank-you screen. Select a problem to jump to its step, fix it and save.

It looks wrong

Check Set up → Look. If you used a photo background, add a veil so the text is readable. If you chose Follow the phone, check the page in both light and dark.

The QR code does not open the page

• Scan the code from the funnel's Share tab on your screen. If that works, the printed card is the problem: print it larger and sharper, keep dark marks on a light background, and avoid glossy laminate.
• If the code on screen does not work either, open the link from the Share tab instead and check what the page says.

A custom address does not work

The standard link always keeps working. If your own subdomain or domain does not, open Settings → Domains, choose the funnel, and check the address's status:

• Pending: the DNS record has not been found yet. Add it exactly as shown, then press Check again.
• Failed: the screen says what is wrong.

See Setting up a custom subdomain or domain.

Ratings are not arriving

See Why a rating is not showing in the dashboard. Remember that the preview in Set up saves nothing: test with the real link.

The plan has ended

When an account's plan ends, its funnels stop taking ratings. Nothing is deleted. The Admin owner can choose a plan again in Plan and billing.

Before you contact us

Have these ready:

• the funnel's name and its link;
• what the page says, or a screenshot;
• the phone and browser it happened on;
• what you have already tried.

Use Help → Chat with us in the dashboard, or email support@reprocket.app.

Related articles

• Why a rating is not showing in the dashboard
• Adding custom questions to your funnel
• Setting up a custom subdomain or domain