FAQ

Short answers to the questions that come up most often. Each answer links to the page that covers it in full. If something isn’t working, see Troubleshooting.

For marketers and admins

Getting in and your team

No. Use your work email, or Continue with Google or Continue with Microsoft with your company account. Personal and temporary addresses show “Use your work email.” See Sign up and set up your workspace.

Do I need a password?

No. You sign in with a link and a 6-digit code sent to your work email, or with Google or Microsoft. The link and code expire after 15 minutes. See Sign in and join a workspace.

Someone at my company already set up HighAdvocacy. How do I join?

When you sign up, you’ll see that your company already has a workspace. Click Request access. An Owner or Admin approves your request, and you get an invitation to accept. See Ask to join your company’s workspace.

Where do I approve someone who asked to join?

Go to Settings > Members and find Requests to join above the members table. Pick Member or Admin, then click Approve or Decline. Owners also see pending requests in Account > Members. See Approve requests to join.

What can Owners, Admins and Members do?

Owners have every workspace and the account settings. Admins run a workspace: settings, notifications, teammates and campaigns. Members review submissions in the Inbox but don’t change campaigns or settings. See Roles and permissions.

Can an account have more than one Owner?

Yes. In Account > Members, click ⋯ on the person’s row, then Make owner. They must already be in the account. See Account members and owners.

How do I hand the account over to someone else?

Make them an Owner with Make owner. Then ask them to demote or remove you in Account > Members. You can’t change your own owner role, and the account always keeps at least one Owner. See Account members and owners.

Why can’t my teammate see Settings?

Members don’t see Settings in the sidebar. To give them access, an Owner or Admin changes their role to Admin in Settings > Members. See Roles and permissions.

Can I undo deleting a workspace?

Yes, for 10 minutes. Go to Account > Workspaces, find it under Deleted workspaces, and click Restore. After 10 minutes it can’t be restored. See Create, switch, and delete workspaces.

Campaigns

Yes. On the Asks tab, tick any mix of Review sites, Social and Testimonials. Each ask is its own option for the customer, with its own reward. See Create a campaign.

Yes. New campaigns start with both on, and one always stays on. Submissions from both land in the same Inbox, and you can filter by Source. See Share your campaign.

What happens when I pause a campaign?

Turn off the Live switch. Customers who open the link still see the options, but picking one shows “This page isn’t accepting responses right now.” Submissions you already have don’t change. See Pause, edit, duplicate or delete a campaign.

Can I delete a campaign?

Yes, if you’re an Owner or Admin. On Campaigns, click … on its row, then Delete, then Delete campaign. Its link stops working and you can’t undo this. To stop it for a while, pause it instead. See Pause, edit, duplicate or delete a campaign.

I edited a live campaign. Why don’t customers see the change?

Changes to a live campaign wait until you click Save and close. Until then, customers see the last saved version. See Pause, edit, duplicate or delete a campaign.

If I rename a campaign, do old links break?

No. The link changes to match the new name, and links you already shared keep working. See Share your campaign.

Can I change a reward after submissions come in?

Yes. Submissions already in keep the reward they had. New ones get the new reward after you save. See Set rewards for a campaign.

What is Smart Draft?

Optional writing help for review and social post asks. Customers pick a few answers and get a draft they can edit before they post. You turn it on per ask and can test it with Test Smart Draft. See Smart Draft.

Inbox and AI verification

What do the Inbox tabs mean?

Need action is your work queue. Checking holds submissions the AI is still checking. Approved means the reward isn’t sent yet, Rewarded means it is. Rejected and All are what they say. Empty tabs other than Need action and All are hidden. See Inbox.

Why isn’t a new submission in Need action?

It’s probably still in Checking. New submissions wait there while the AI check runs, and move to Need action only if the AI hands them to you. You can open one from Checking and decide early. See Troubleshooting AI verification.

Do customers see the AI check or the score?

No. Only your team sees the AI check, the score and the reasons. See How AI verification works.

Can I turn AI verification off for one campaign?

Yes. Each campaign has its own AI verification switch: in Before you go live on the Design tab, or in Campaign settings on the Share tab once it’s live. Turning it off in Settings > AI verification turns it off for every campaign. See Turn AI verification on or off.

I approved a submission. Why wasn’t the reward sent?

Either your Reward release setting is Wait for your approval, so you need to click Approve & send with the reward name on the submission, or the reward is Manual by team, so your team sends it and clicks Mark as sent. See Send rewards after you approve.

Can I change a decision after I make it?

Yes, until the reward is sent. Click Reject on an approved submission, or Approve & send on a rejected one. A rewarded submission is final. See Review and approve submissions.

Imports and the Library

Is imported proof verified?

No. Imported proof is marked Imported in the Library and in the Inbox status line (“Imported, not checked”). Read it before you use it publicly. See Imports.

Will importing the same profile twice create duplicates?

No. Items whose source link is already in your workspace are marked Duplicate and can’t be selected. Testimonials with no source link can’t be checked for duplicates. See Duplicates and matching.

Can new reviews come in automatically?

Yes, for G2, Capterra, Trustpilot, TrustRadius, Google Maps and Chrome Web Store profiles. Turn on Check for new reviews every week when you import, and pick a minimum rating. See Connected sources.

Can I edit a customer’s words in the Library?

No. Proof text stays exactly as it was submitted or imported. You can add a hook and highlights to frame it. See Hooks and highlights.

Rewards

What’s the difference between Delivery and Activity?

Delivery is where you set up reward connections, the links on your side that send rewards automatically. Activity lists every reward issued, where you mark manual rewards as sent and retry failed ones. See Reward delivery and Reward activity.

If I edit a reward, what happens to rewards already issued?

They keep the values they were issued with. Your change applies to future rewards only. See Reward snapshot and history.

Where do I find the signing secret?

In Settings > Security, under Signing secret. Each workspace has its own. Your server uses it to check the X-HighAdvocacy-Signature header on alerts sent to Your own server and on rewards sent through a reward connection. See Widget security and signing secret.

Notifications

What emails do customers get?

Up to four: Submission received, Submission approved, Submission rejected and Reward sent. Each has its own switch, and you can edit the wording and set a Reply-to email in Settings > End-user notifications. See Emails your customers get.

How can my team get alerts?

Send alerts to Slack, Microsoft Teams, Discord, Zapier, Basecamp or your own server under Settings > Integrations, or email up to 10 people under Settings > Team emails. See Send alerts to Slack and other tools and Team emails.

What happens if an integration keeps failing?

After 5 failed sends in a row, we turn its alerts off and its status becomes Failed. Fix the link, then click Turn on again on the integration’s page. See Check, edit or turn off an integration.

These answers are for the people you ask for proof. You can share them, or use them to answer customer questions.

What do I need to submit a review or post?

A link to your review or post and a screenshot of it. For GetApp and Software Advice reviews, a screenshot is enough. You also add your name and work email, unless the page already shows “Submitting as” with your details. See What proof customers send.

Why is the Submit button greyed out?

Something the task needs is missing. Check the link, the screenshot, your name and your work email. For a testimonial, also check the star rating and that the consent box is ticked. See What proof customers send.

Which screenshot files can I use?

PNG, JPG or WebP, up to 5 MB. You can drop a file, browse for one, or paste with Ctrl+V. On a phone, pick one from your photos. See What proof customers send.

What does Draft help do?

It’s optional help with writing. Pick the answers that fit, or write a line in your own words, and click Write my draft. Edit the draft as you like, then Copy and open the site to post it. Or click Skip, I’ll write my own. See What customers see.

What do I need for a video or written testimonial?

A star rating, your name and work email, and the consent box ticked. For video, record in the browser or upload an MP4, MOV or WebM file up to 60 MB, no longer than the length the page shows. For writing, stay within the character limits shown. See What proof customers send.

Will my written testimonial be lost if I close the tab?

No. It’s saved on your device as you type. Come back on the same device and browser and you’ll see “Welcome back. We kept your draft.” When you send a video, keep the tab open until “Sending your video…” finishes. See What customers see.

Can I submit the same option twice?

No. Each option can be submitted once, and a second try shows “You’ve already submitted this option.” You can still do the other options. See What proof customers send.

The page says “This page isn’t accepting responses right now.”

The company has paused this campaign or turned off its page. Try again later, or ask the company that sent you the link. See What customers see.

The page shows someone else’s name.

Click Not you? next to “Submitting as” and enter your own details. See Share your campaign.

The widget takes them from the account you’re signed in with in the company’s product. See What customers see.

What happens after I submit?

You see a thank-you screen, with your reward if the option has one. The company reviews your submission and may email you when it’s received, approved or rejected. The company sends any rewards. See What customers see.

Why was my submission rejected?

The rejection email includes a reason if the reviewer added one. If you have questions, contact the company that asked you. See Emails your customers get.

FAQ