The usual causes, in the order people run into them.
A Show Reviews widget does not appear
Open the action’s Which reviews step. The panel on the right names the setting that removed every review: no published reviews, a format with nothing yet, a minimum rating, or Only matches on a field no review is tagged with. Remember that any minimum rating also hides unrated testimonials and case studies. See Show Reviews.
A review from my form is not on the site
It is probably Waiting for you on the Reviews page. Publish it — or tick Publish at once in the form’s Where the reviews go step so new ones skip approval.
No thank-you email arrived
- The step is off by default.
- The visitor’s address must have been known already — on their profile before their first submission, or from your site’s login, your CRM or an order. An address typed into the form is never mailed.
- Only their first review (answer, survey) of that kind is thanked, and at most one a day.
See The thank-you email.
A review was not sent, or a customer was not invited
Open the review on the Reviews page. Its Review platforms section gives the reason:
| The reason says | What to do |
|---|---|
| Private feedback is never sent to a review platform. | Nothing — by design. |
| [Platform] takes reviews of your business and your products, not of a page · takes product reviews only · takes testimonials about your business, and this review is about a product. | The platform does not take this kind of review. |
| …needs a star rating · needs the review’s text · needs the reviewer’s email address, and the form did not collect one. | Use a form design that asks for it. |
| …asks about a product, and this review is not about one · asks buyers, and there is no purchase of this product by this visitor. | Invitations for product reviews need a purchase. |
| The visitor’s profile had no email address before this review · The form carried a different address · The address on the visitor’s profile is one they typed into one of your forms. | The known-address rule: invitations only go to an address the profile already had. See the rules. |
| The product’s [platform] ID is not known. | Import your reviews from that platform, or connect your Shopify catalog, so products can be matched. |
| No [platform] connection · no invitation credentials yet. | Connect the platform, or fill in its Invitations block: Settings → Integrations → the platform’s card. See Connecting review platforms. |
| …reached today’s limit · refused the credentials · did not take it · cannot do this. | A limit or a refusal on the platform’s side. Refused credentials: check them in the platform’s drawer on the Integrations page. |
| …invites each visitor once, and this visitor was invited for an earlier review. | Nothing — by design. |
| …invites only customers who agreed to it. | The form’s opt-in checkbox was not ticked (Trusted Shops). Turn on Ask for Consent to Be Invited by a Review Platform in the form’s design. |
Feedback Results or Survey Results shows nothing
Fewer answers than its Minimum Answers (20 by default), or its question or survey setting points at another question.
Numbers on the Performance tabs look low
Views and conversions arrive when the account’s statistics are next processed — usually within one to three hours of the visit. See Reports.
A Customer Logos strip shows the same logos to everyone
The visitor’s industry or company size is not known (see where it comes from), or no logo is tagged with it. The What a visitor sees panel shows what a visitor with a given industry would get.
A Customer Logos strip does not appear
No published logos (and Also use the company logos on them is off, or no testimonial has a logo), or a match is set to Only matches on a field no logo is tagged with. The step’s panel names the setting.
A survey question never shows
Its Ask only when… reads a visitor value that is empty for this visitor — and every operator except is not known is false on an empty value. “Industry is none of Retail” skips every visitor whose industry is unknown. Add “… is not known” with Any one of these is enough. The same goes for a condition on an answer the visitor skipped: use is not answered for them. See Skipped questions and unknown values.
A survey starts on question 2 or 3
Question 1 has an Ask only when… that does not hold for this visitor. That is expected: the survey starts at the first question whose conditions hold. See Start differently for different visitors.
The preview shows a question visitors never reach
Preview screen is set to that question, which shows it with the rules set aside. Set it back to As a visitor meets it. See Previewing every screen.
A survey alert or lead email never arrives
Check the row’s Only when… with Send test to all destinations: its result says whether the test answer set the alert off. A row with a condition sends only for the answers that meet it. See Alerts and leads.
Klaviyo, Salesforce or Eloqua skip every survey answer
They find the person by the submission’s email, and a survey has one only when it asks an Email question — its answer is sent as the submission’s email, and each of these rows says so. A survey that asks for the address in a Short answer sends them nothing: change that question’s kind to Email. See Destinations.
Answers are missing from the Surveys report
Turn on Include possibly automated. Answers sent in under a second a question, a hidden box filled in, or every answer of an email tapped at once by an email scanner are flagged as possibly automated: kept and delivered, but left out of the report until you do. See Survey reports.
Review, feedback or survey widgets stopped showing
The Reviews & Surveys add-on is not active on the account — after a trial that ended, say. Without it these widgets are not shown, and survey and review emails are not sent. Activate it on the Add-ons page.
A review form, a feedback question or a review email asks nobody
It asks about a product or an article from the visitor’s history, and nobody has one that fits. Open its Which product and when (or Which content and when) step — its first line says what it asks about — and check:
- The days — too recent and the form waits, too old and it is left out. Any time shows whether anybody fits at all.
- When it arrived and When it was returned need a store that reports deliveries and refunds, such as a connected Shopify store. A store that reports none gets no form at all.
- Skip products they already reviewed and Skip products they returned or got refunded leave out what they cover.
A visitor sees no survey at all
No question is for them: every question has an Ask only when… that does not hold for them, or every question is hidden on phones and they are on a phone. The builder says both in red. See Start differently for different visitors.