Troubleshooting
Why is my widget not visible?
Troubleshoot why a widget isn't visible on your websiteSome readersI 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 readersI'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 readersI 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 readersPipedrive 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 readersWhy 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 readersWhy does my widget show only 60 reviews?
By default, our widgets support up to 60 reviews from your selected source(s). This can be changed in the widget settings under Filter reviews. The reason for the default limit is 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'Few readersMy dashboard doesn't look right, what can I do?
Solutions for some of the most common problems with the dashboardFew readersI'm getting multiple inconsistent answers from the same contacts
Troubleshooting inconsistent survey answers and data.Few readersPrevent LiteSpeed cache from affecting Trustmary URLs
The What and the Why Many caching plugins and services often rewrite links placed on your site to cache them and make it quicker to load the site. As useful as this can be, it can also lead to issues with other plugins installed on your site which depend on their contents remaining as originally intended. Trustmary's embed scripts are no exception, as the script includes an URL from which the contents of the widget are loaded from. A typical Trustmary script would look like this: <scriFew readersI 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, report etc. you're experiencing trouble with. A screencapture video of the issue is even bFew readersHow to make a great support request
A support request is solved fastest when the first message already answers what support would otherwise ask back. Most of the delay in a slow case is round trips — a reply asking which widget, or whether the problem shows in Trustmary or on the live site. Trustmary support is reachable through the chat icon in the lower right corner of the app, by email at [email protected], or by booking a meeting from the dashboard navigation bar. What to include **What wasFew readers
General
What are widget views?
Learn how the widget views are counted, and what they consist of.FeaturedTrustmary Glossary
Learn about the most common terminology you might encounter when using Trustmary.FeaturedHow does deleting contacts work?
What happens to a deleted contact, and how to restore or remove it.Few readersHow 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 readersWhen 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.  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 readersHow do the message tokens work?
Learn how to use the message tokens in your Trustmary emails.Few readersCan 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 exFew readersHow is the answer count measured in reports?
Explaining the logic behind answer counts.Few readersCan 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 readersWhen does the review request limit reset?
Learn about the logic behind review request (email) limits.Few readersWhat 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 readersHow 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 readersIs 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 readersCan 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 readersCan 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 readersWhat is Trustmary?
Get started with the Trustmary Method!Few readersHow do I delete my account?
A quick guide on how to delete your Trustmary account.Few readers
Why don't star ratings show in Google search results?
Trustmary widgets can inject a review schema (structured data) into a page, which lets Google show a star rating next to that page in search results. The cause is usually on one of three sides, best worked through in this order: Trustmary's side – how the widget injects the schema, and why only one widget should be active at a time. The site's side – the most common configuration problems that block schema injection or break it. Google's side – what makes Google show a sFew readersWhat to do when the Review Schma isn't displayed?
Trustmary widgets can inject a review schema (structured data) into a page, which lets Google show a star rating next to that page in search results. The cause is usually on one of three sides, best worked through in this order: Trustmary's side – how the widget injects the schema, and why only one widget should be active at a time. The site's side – the most common configuration problems that block schema injection or break it. Google's side – what makes Google show a sFew readers