Troubleshooting

• I just got a review, but it's not shown on my widget

  Imported reviews If you're using our free plan (Solo), the reviews from third-party services are not imported automatically. The reviews are brought in  only once when you connect the service to Trustmary. If you have a paid plan active, the reviews are synchronized every 24 hours. If your imported reviews are not visible on you widget right away, check the review import. If for some reason the reviews haven't been imported, you can forFew readers

• Why isn't my widget visible?

  Troubleshoot why a widget isn't visible on your websiteFew readers

• I'm having problems with the one-time password

  Troubleshoot a situation where your one-time password email doesn't arrive to your mailbox or entering the password gives an error message.Few readers

• I think found a bug, where can I report it?

  You found a bug? That's great! Naturally, we would very much like to know about your findings, so we can make our product even better for you. You can inform us about the bug via email or through the chat by clicking the icon in the lower right corner. If you can, please include screenshots of the bug (with the whole screen visible) and URLs to the widget, survey, message etc. you're experiencing trouble with. This will help the troubleshooting process a loFew readers

• I'm getting multiple inconsistent answers from the same contacts

  Troubleshooting inconsistent survey answers and data.Few readers

• I can't find my business when importing Google reviews

  When importing your Google reviews, not all businesses show up in the Google business search. This is usually because your Business Profile doesn't have an address added to it. In this case, click on the 'Not found?' heading below the search to reveal the Google OAuth connection button. Here you can log in with your Google account (that has access to the Business ProfiFew readers

• Why isn't my spreadsheet uploading when importing Contacts?

  Get tips on what might be wrong when your Excel or CSV file isn't uploading to Trustmary's Contacts.Few readers

• Pipedrive integration triggers multiple times for a single contact

  In many cases, the problem originates from the selected Pipedrive filter and Pipedrive's logic in how to treat the different data types in the filters. When combined with the trigger Update contact on list, the integration and automation might cause messages to be sent to customers multiple times. Pipedrive integration and filter settings To start troubleshooting this, go to pipedrive.trustmary.io, or open the integration settings via the three-dotFew readers

• Why does my widget show only 60 reviews?

  Our widgets support up to 60 reviews from your selected source(s). This is done to optimize the loading speed of the widgets; allowing more reviews to be loaded would slow down the widget load speed, and therefore the page's load speed as a whole, possibly affecting your site's SEO among other things. By moderately limiting the amount of reviews, our widget will not affect yourFew readers

• My dashboard doesn't look right, what can I do?

  Solutions for some of the most common problems with the dashboardFew readers

General

• What are widget views?

  Learn how the widget views are counted, and what they consist of.Featured

• Trustmary Glossary

  Learn about the most common terminology you might encounter when using Trustmary.Featured

• How do the message tokens work?

  Learn how to use the message tokens in your Trustmary emails.Some readers

• How does deleting contacts work?

  You can delete contacts from lists by selecting them on a list and clicking the Choose action button. When deleting contacts from lists and the Contacts menu, the contacts are actually "marked for deletion" first. This moves the contacts to their own menu, which you can access through the notification that appears below your lists. (https://storage.crisp.chat/users/helpdeskFew readers

• How do I find my API keys?

  Open the drop-down menu in the top left and click Settings. In the settings, go to the Developers tab. There you should see the API keys section where you can add, remove, and manage the keys.Few readers

• Where is my data processed?

  Learn more about where (geographically) your data is stored and processed. All of the data is processed according to the EU data protection legislation. The survey answer, widget and email servers are provided by Amazon Web Services (AWS) and are located in Ireland, in the EU/EEA. All the details conserning this topic can be found in the List of Sub-processors, Privacy Policy, DPA (https://trustmaFew readers

• Can I transfer data from Trustmary to my CRM?

  Yes, you certainly can. Trustmary offers integrations to 3000+ apps via Zapier in the Automate and Pro plans. Additionally, these plans grant you native integrations to Pipedrive and HubSpot. With these integrations you can for example route the NPS or testimoniaFew readers

• Can I hide Trustmary's logo from my widgets?

  First, go to the organization Settings from the drop-down menu in the top left. If your plan supports this feature, you can enable it in your organization's settings under Theme.Few readers

• Can I use a debit card instead of a credit card?

  You certainly can! If you would like to upgrade your plan and utilize all of Trustmary's features, you will need a payment method. Usually this is a payment card of some sort, credit or debit (we can also send you a payment link, ask us for more information in the chat or at email protected ). For a full breakdown of features between differents plans visit Trustmary.com. If you're not familiar with adding payment metFew readers

• When does the review request limit reset?

  Learn about the logic behind review request (email) limits.Few readers

• Is it possible to have multiple organizations under one subscription?

  You can customize your widgets and forms to match your different brands/companies. And it isn't even a big hassle at all. Check out our articles on these things here: Surveys Widgets Email invitations If you need two completely different accounts and/orFew readers

• Can I use Trustmary to collect reviews to another service?

  Yes. You can easily add third-party (such as Google) review collection links to your Trustmary surveys (and even some widgets). Check out this article to learn more about third-party review collection with surveys.Few readers

• When does my widget view limit reset?

  Your widget view limit will reset monthly, depending on when you've signed up or upgraded. If the limit is reached, the widget is hidden behind a banner after a 72 hour grace period. No data or settings are lost if the limit is reached. The notification also includes a button which directs you to a page with all your reviews. Once the limit resets, the widget appears again automatically. (https://storage.crisp.chat/users/helpdesk/website/8b9eeee0d8cf8000/14379856-74cc-4e40-b076-6c2Few readers

• How is the answer count measured in reports?

  Explaining the logic behind answer counts.Few readers

• What do I do with the Trustmary Tag?

  Trustmary Tag is a code snippet found in the Settings of your account, and in the settings of your popup widgets. This script is responsible for loading all the correct things into your Trustmary widgets. Each Trustmary account hFew readers

• How often are my reviews imported?

  For the paid plans, your imported reviews will automatically update once every 24 hours, so once a day. If you'd like to fetch reviews instantly, you can go to the Review Connections menu in Trustmary, find your review connection and click the Import reviews now button. For the free plans, the import is only done when the review source is connected to Trustmary, meaning that the reviews are imported only once. The reviews also can't be manually fetched with the Import reviewFew readers

• What is Trustmary?

  Get started with the Trustmary Method!Few readers

• How do I delete my account?

  A quick guide on how to delete your Trustmary account.Few readers

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