Troubleshooting

Find the message or problem you see, then follow the fix. Each entry gives the symptom, the likely cause, and what to do. For quick answers to how-to questions, see the FAQ.

“This link no longer works.”

Cause. Sign-in links work once and expire after 15 minutes.

Fix. Click Get a new link, then open the newest email. See Sign in and join a workspace.

“This link is incomplete.”

Cause. Part of the link is missing, often because the email app split it.

Fix. Open the link from the email again, or request a new one. You can also type the 6-digit code instead.

“We couldn’t verify that code.”

Cause. The code is mistyped, or it’s from an older email.

Fix. Use the code from your latest email, or open the link in that email instead.

“Use your work email.”

Cause. Personal addresses (like Gmail or Outlook) and temporary inboxes can’t be used.

Fix. Use your company email, or Continue with Google or Continue with Microsoft with your company account. See Sign up and set up your workspace.

Cause. You signed up with a different method, for example Google instead of email.

Fix. Sign in the way you did the first time.

“Your IT admin needs to approve HighAdvocacy.”

Cause. Your company only lets admins approve new Microsoft apps.

Fix. Click Email my admin to send them a request, or click Use email instead.

“This address is already taken. Try another one.”

Cause. Another workspace already uses that Workspace address during setup.

Fix. Pick a different address, then click Start scan.

Your company “already has a workspace”

Cause. Someone at your company set up HighAdvocacy already. Each company has one workspace.

Fix. Click Request access. An Owner or Admin approves it in Settings > Members under Requests to join, and you get an invitation by email. See Approve requests to join.

“Invitation not found” or the invitation was already used or cancelled

Cause. The invitation expired, was cancelled, or was already accepted.

Fix. Ask the person who invited you to send a new one from Settings > Members. If the page says Sign in with the email address that got the invitation., click Go to sign-in and use that email. See Invite teammates.

Cause. You were removed from the last workspace you belonged to.

Fix. Ask an Owner or Admin on your team to invite you again. See Roles and permissions.

A teammate can’t see Settings, the Live switch, or New campaign

Cause. They’re a Member. Members don’t see Settings, and they can’t create, edit, pause or delete campaigns. Actions a role can’t use are hidden or read-only.

Fix. An Owner or Admin changes their role to Admin in Settings > Members. Admins can only change Members, so ask an Owner to change another Admin. See Roles and permissions.

A workspace was deleted by mistake

Cause. An Owner deleted it in Account > Workspaces.

Fix. Within 10 minutes, an Owner opens Account > Workspaces, finds it under Deleted workspaces, and clicks Restore. After 10 minutes it can’t be restored. See Create, switch, and delete workspaces.

Campaigns and the customer page

Go live doesn’t launch the campaign

Cause. Something is missing. A list opens: “Before you go live, fix N things”.

Fix. Click each item to jump to the field and fix it, for example “Turn on at least one ask” or “Name needs a reward or “No reward””. Then click Go live again. See Create a campaign.

“Fix N things first. Nothing was saved.”

Cause. You saved a live campaign with something missing, such as an ask without a reward or an empty headline.

Fix. Click a line in the list to jump to it, fix it, and click Save and close again. See Pause, edit, duplicate or delete a campaign.

The Live switch can’t be turned on

Cause. The campaign is a draft (“Finish setup to make this campaign live”) or it has ended (“This campaign has ended”).

Fix. For a draft, open it, finish the builder, and click Go live. See Pause, edit, duplicate or delete a campaign.

Cause. The Share tab reads “Opens after you go live” until the campaign is live.

Fix. Go live first. The builder then opens Share with your link and widget code. See Share your campaign.

Customers don’t see your latest changes

Cause. Edits to a live campaign wait until you save. The header shows how many, for example “1 unsaved change”.

Fix. Click Save and close. See Pause, edit, duplicate or delete a campaign.

Customers see “This page isn’t accepting responses right now.”

Cause. The campaign is paused or not live yet, or its Webpage channel is off.

Fix. Turn on the Live switch, or turn the Webpage channel back on in the Share tab and click Save and close. See Share your campaign.

You can’t turn off a channel

Cause. One channel always stays on. You can’t turn off the webpage and the widget at the same time.

Fix. To stop the whole campaign, pause it with the Live switch instead.

Cause. You added websites under Allowed websites, and this page’s address isn’t on the list. Or your site’s Content Security Policy blocks the widget’s images.

Fix. Add the page’s address in Settings > Security (use *.example.com for every subdomain). If your site has a strict Content Security Policy, allow images from https://www.google.com and https://*.gstatic.com. See Widget security and signing secret and Share your campaign.

A customer sees “That link isn’t on {domain}. Copy it from your review.”

Cause. The link is from another site, or points to your profile page instead of the review or post.

Fix. Ask them to open their review or post and copy its own link. See What proof customers send.

A customer sees “You’ve already submitted this option.”

Cause. Each customer can submit each option once.

Fix. Nothing to fix. They can still do the other options in the campaign.

Draft help didn’t give the customer a draft

Cause. Smart Draft couldn’t write a draft that time.

Fix. The customer can try again, or click Skip, I’ll write my own. Their submission works without a draft. See Smart Draft.

“Save the campaign first. Then you can test Smart Draft.”

Cause. The new campaign hasn’t saved yet.

Fix. Make any change so the draft saves, then click Test Smart Draft again. If you see “Smart Draft is not working right now. Try again, or write the draft yourself.”, try again in a moment.

Camera, microphone and uploads

These are messages your customers see on the campaign page.

“We couldn’t use your camera. Allow camera and microphone access in your browser, or upload a file instead.”

Cause. The browser blocked camera or microphone access for the page.

Fix. Allow camera and microphone access in the browser’s site settings and reload, or use or upload a file to send a recorded video. See What proof customers send.

“No camera found. You can upload a video file instead.”

Cause. The device has no camera the browser can use.

Fix. Switch to a device with a camera, or upload a video file.

“Your camera couldn’t start. You can upload a video file instead.”

Cause. The camera is there but couldn’t start, often because another app or tab is using it.

Fix. Close video call apps and other tabs that use the camera, then try again. Or upload a video file.

“Choose a video that is 60 MB or smaller.” or “Choose a video that is {length} or shorter.”

Cause. The uploaded file is too large or too long. Videos can be MP4, MOV or WebM, up to 60 MB, and no longer than the length the page shows.

Fix. Trim or compress the video, or record it in the browser with Record video. Recording stops at the limit on its own.

“Could not read this video.”

Cause. The browser couldn’t open the file.

Fix. Export it again as MP4, MOV or WebM, or record in the browser.

The video doesn’t finish sending

Cause. The tab was closed or the connection dropped while the page showed “Sending your video…”.

Fix. Keep the tab open until it finishes (“Keep this tab open until it finishes.”). If it fails, submit the video again.

“That isn’t a PNG, JPG or WebP.” or “That file is over 5 MB. Try a smaller screenshot.”

Cause. Screenshots must be PNG, JPG or WebP, up to 5 MB.

Fix. Take a new screenshot, or save it in one of those formats at a smaller size. See What proof customers send.

The Submit button stays greyed out

Cause. Something the task needs is missing.

Fix. Check that the customer has added:

For a review or post: the link and a screenshot (screenshot only for GetApp and Software Advice).
For an engagement: the proof on every row. All actions are needed.
For a written testimonial: enough text (“At least {min} characters · {n} to go”), a rating, and the consent box ticked.
For a video testimonial: the video, a rating, and the consent box ticked.
Their name (at least 2 characters) and a valid work email, unless the page shows “Submitting as”.

See What proof customers send.

Inbox and AI verification

For more, see Troubleshooting AI verification.

A new submission isn’t in Need action

Cause. It’s still in Checking, which is hidden while empty. Submissions move to Need action only if the AI hands them to you.

Fix. Open Checking, or click View N being checked. To search, open All and type the person’s email, or click Clear filters. See Inbox.

A submission stays in Checking with “The page isn’t live yet”

Cause. The review site is still moderating the review. The AI tries again later instead of rejecting it.

Fix. Wait, or open the submission and decide yourself. Once the review is live, you can click Run AI check.

A high-scoring submission is in your queue

Cause. A safety check sent it to you, for example “Author name doesn’t match” or “Your product isn’t mentioned”.

Fix. Open it, check the source with View on, and approve or reject. See How AI verification works.

A submission shows AI not run and no score

Cause. AI verification is off for the workspace or for that campaign.

Fix. Decide on it yourself, or click Run AI check in the drawer. To check new submissions automatically, turn AI verification on. See Turn AI verification on or off.

Rejected with “Someone already submitted this link”

Cause. Another person already submitted the same link.

Fix. If you know it’s genuine, open it from Rejected and click Approve & send with the reward name.

Bulk approve skipped some submissions

Cause. Each bulk button acts only on the submissions it can change. The bar says what it skips, for example “1 already approved”.

Fix. Open submissions the AI is still checking, or with a reward to send, one at a time in the drawer. See Bulk actions and shortcuts.

You approved a submission but the reward wasn’t sent

Cause. Your Reward release is Wait for your approval, or the reward is Manual by team, or the ask has no reward.

Fix. Click Approve & send with the reward name on the submission, or send a manual reward and click Mark as sent. See Send rewards after you approve.

Imports

“Finish the mapping before saving”

Cause. One of the five required CSV fields has no column: reviewer name, testimonial text, rating, testimonial date or email.

Fix. Map a column to it, or add the column to your file and upload it again. See Import from a spreadsheet.

Rows show Needs input or Failed

Cause. Usually a rating outside 1 to 5, a date that can’t be read, an invalid email, or a missing reviewer name.

Fix. Click Edit on the row, correct it, and save. Or leave it unselected.

“No reviews can be imported”

Cause. “Every fetched review was a duplicate or had no reviewer name.” Everything on the profile is already in your workspace.

Fix. Nothing is wrong. See Duplicates and matching.

“No reviews found”

Cause. “We found no reviews to import on this profile.” The link may not be the public review page.

Fix. Check that the link opens the public reviews while signed out, then click Choose another source. See Import from the web.

“We couldn’t get your reviews”

Cause. “The review site had a problem. Try again in a few minutes.”

Fix. Wait, then click Try again.

“Paste one G2 profile at a time.” or “Paste links from one source at a time. Website pages can go together.”

Cause. Review profiles import one per run, and sources can’t be mixed.

Fix. Import each profile, and each source, separately. Up to 25 website links can go together.

“Reddit links can’t be imported yet.”

Cause. Reddit, Facebook, Instagram, YouTube, TikTok and Threads links aren’t supported.

Fix. Take a screenshot and use Extract from screenshots.

A screenshot card can’t be selected

Cause. It’s missing a name or text, or AI is less than 80% confident.

Fix. Click Edit, fix at least one field, tick I confirm this testimonial is correct., and click Save screenshot.

An import shows “This import failed” or “Nothing was imported”

Cause. The source couldn’t be read, or every item was a duplicate or skipped.

Fix. Use Retry now, Import again or Check the link on the run page, and read the Counts panel. See Review and confirm an import.

Rewards

A reward doesn’t show in Activity

Cause. The submission isn’t approved yet, the reward is waiting for your approval, or the ask has No reward.

Fix. Approve the submission, or release a held reward with Approve & send on the submission in the Inbox. See When are rewards sent?

A reward is stuck on Ready to send

Cause. The reward is Manual by team, so your team sends it.

Fix. Send it to the customer, then click Mark as sent in Rewards > Activity or in the Inbox drawer. See Reward activity.

A reward shows Failed

Cause. The reward connection couldn’t send it. Open the reward in Activity to read the error, for example:

“Your reward connection refused the request.” Check the login headers on the connection under Delivery.
“We couldn’t find your reward connection URL.” Check the URL on the connection under Delivery.
“Your reward connection didn’t answer in time.” Your server must answer within 30 seconds.
“We couldn’t reach your reward connection.” Check that the URL is correct and public.
“Not sent: the reward has no reward connection.” Choose or add a connection for the reward in Catalog.

Fix. Fix the cause, click Test connection and Save connection, then click Retry on the reward or Retry all failed. See Send rewards automatically with a reward connection.

A connection shows Needs attention

Cause. A send through it failed. Its page shows The last reward didn’t send, and rewards on it won’t send until you fix it.

Fix. Same as a failed reward above: fix the URL or login headers, test, save, then retry.

“We couldn’t reach this URL. Check it and try again.” when you test a connection

Cause. The connection URL can’t be reached from the internet.

Fix. Use a public URL that starts with https://, and check your server is running.

A reward shows Cancelled with “Not sent: you rejected this submission.”

Cause. The submission was rejected before its reward was sent.

Fix. Nothing to do. If the rejection was a mistake, approve the submission again from Rejected in the Inbox.

A customer got the old reward value after you edited the reward

Cause. Issued rewards keep the values they were issued with.

Fix. This is expected. Your edit applies to future rewards. See Reward snapshot and history.

Notifications and integrations

Test connection fails on an integration

Cause. The link is wrong or was revoked in your tool, or your server needs headers.

Fix. Copy the link again from your tool. For Slack, check the Incoming Webhooks app is still installed. For your own server, check it accepts POST requests and add headers under Custom headers (optional). See Send alerts to Slack and other tools.

“Some alerts failed”

Cause. Recent sends to your tool failed. Alerts turn off after 5 failures in a row.

Fix. Open a Failed row in the Delivery log, read the Error and Response, and fix the cause before alerts turn off. See Check, edit or turn off an integration.

“Alerts are off” and the status is Failed

Cause. After 5 failed sends in a row, we turned the integration’s alerts off.

Fix.

Read the Error on a failed row in the Delivery log.
Fix the link and click Save changes, or fix your server.
Click Test connection.
Click Turn on again next to the integration name.

A Failed integration can’t be switched on from the Integrations list. If you turn it on without fixing the cause, it turns off again.

Alerts don’t arrive for one campaign

Cause. The integration only covers the campaigns ticked under Campaigns.

Fix. Open the integration and tick the campaign, or choose All campaigns.

Your server rejects alerts or rewards after a new signing secret

Cause. Create new secret in Settings > Security stops the old secret right away.

Fix. Copy the new secret and update your server. See Widget security and signing secret.

“Add at least 1 recipient, then turn on alerts.” or “You can add up to 10 recipients.”

Cause. Team emails need at least one recipient and one event, and take up to 10 recipients.

Fix. Add a recipient before you turn on Send team emails. To reach more people, use a distribution list, which counts as one. See Team emails.

Customers aren’t getting an email

Cause. That email’s switch is off in Settings > End-user notifications, or the change wasn’t saved.

Fix. Turn the email on and click Save changes. Use Send test to check it. See Emails your customers get.

Customer replies don’t reach your team

Cause. No Reply-to email is set.

Fix. Enter one under Reply-to email in Settings > End-user notifications and click Save changes.