Troubleshooting
Why a rating is not showing in the dashboard
Check the location, the period, your role and the funnel when a rating seems to be missing.
3 min read
A rating is saved as soon as the customer gives their stars, and again after each step they answer. It appears in the dashboard within seconds. If one is missing, work through the checks below in order.
1. Check what you are looking at
Most missing ratings are filtered out, not lost.
- Location: the location switcher at the top of the rail names the location in view. The rating may belong to another location. Choose All locations to see them all.
- Period: the period may not include the day of the rating. Choose 90D to cover the last 90 days.
- Funnel: the funnel filter may be set to another funnel.
- Stars, sentiment or search on Ratings: clear them. The command palette has "Clear the search and filters".
- Recovery holds only ratings under 4 stars. A 4 or 5-star rating is under Ratings, not in the recovery inbox.
2. Check your role
A User sees only the locations they work at. If the rating belongs to another location, ask the Admin owner or an Admin to add you to it in Users.
3. Check the rating was really left
- The preview saves nothing. The preview in Set up and on the Share tab is for looking only. To test, open the funnel's real link or scan its QR code.
- No stars, no rating. Nothing is saved until the customer gives a rating. A customer who opened the page and left is counted only as a page open.
- The customer saw an error. If the page said "We couldn't send your feedback", the rating did not reach us. They can press Try again.
4. Check the funnel is taking ratings
Open the funnel. The chip next to its name says:
- Live: customers can rate.
- No review link: customers can rate, but happy customers have nowhere to go. Add a review link.
- Switched off: customers who open the link are told the page is paused. Turn on Customers can rate here in Set up → Basics.
Also check the account's plan. When a plan ends, funnels stop taking ratings. The Admin owner can see the plan in Plan and billing.
5. Check the questions
In Set up → Questions, look for problems the editor lists. If the flow has no rating step, visits are not saved as ratings. See Adding custom questions to your funnel.
6. Reload the page
If you have had the page open a long time, or your connection dropped, reload it to fetch the latest ratings. The top bar says when the figures were last fetched.
An alert arrived but the rating is not listed
Check the location and the funnel filter first. The alert's subject starts with the location's name.
A rating is listed but no alert arrived
- Alerts are sent for ratings under 4 stars, when the customer finishes the form, or within minutes if they leave part-way.
- Check Recovery → Alerts: alerts may be switched off for that funnel, or going to another address.
- Look in the spam folder for mail from "Rep Support".
- The recovery inbox shows "Alert email not sent" on the customer, with the reason, when an alert could not be sent.
See Low-rating alerts and follow-up emails.
Still missing
Contact us with the funnel's name, the day and time of the rating, and what you have checked. Use Help → Chat with us in the dashboard, or email support@reprocket.app.