Troubleshooting

Quick checks for the most common questions. Still stuck? Email [email protected].

A customer didn't get a review request

Open Requests and find the order. Its status tells you why:

• The order isn't listed: requests are created when an order reaches the trigger you chose in Rules & Rewards (fulfilled, delivered or paid). Check Order channels and Don't ask about products with these tags too.
• Scheduled or Waiting for delivery: the email goes out on the send date. With the Delivered trigger, an order without a delivery update is requested after 30 days.
• No email, copy the link: the order has no email address. Use Copy link and send it yourself.
• No email: not a subscriber: Send request emails to is set to subscribers only.
• Unsubscribed: the customer unsubscribed from review emails.
• Not sent: monthly limit: your store passed its plan's monthly order limit. See Plans and billing.
• Not sent: too old: a first request is never sent more than 14 days after its send date.

Also check that First request is on in Request Emails.

Reminders are not sent

Reminder 1 needs Growth or Pro, and reminder 2 needs Pro. Reminders also stop once the customer writes a review or unsubscribes.

Reviews or stars don't show on my store

• Make sure the MOA Review app embed is on and the theme is saved (Widgets › Turn on).
• Only published reviews show. Check Reviews for pending ones.
• Stars on product cards are off until you tick Stars on product cards in the app embed. If they show in the wrong place, fill in Product card title selector (advanced).
• Products without reviews show no stars unless you turn on Show empty stars on products without reviews (cards) or Show when there are no reviews yet (Star rating block).
• The mini slider, carousel, all-reviews page and floating tab show only on Growth and Pro.

The Write a review button or Questions tab is missing

• The button needs Show "Write a review" button on in the Product reviews block, and button text in Widgets › Write a review button text. Empty text hides it.
• The Questions tab needs Show the Questions tab on in both the block and the app's Widgets page.

A reward was not sent

Open the review: the Reward section says why. Common reasons are a review that isn't published yet, Only reward verified buyers with an unverified reviewer, or store credit for an email with no customer account. Fix the cause, then choose Try again. See Review rewards.

A review says Pending confirmation or Email not confirmed

The reviewer was asked to confirm by email and hasn't clicked the link yet. On the review page you can send the email again, or, after checking yourself, choose Mark as verified buyer or Mark as confirmed.

Emails still come from the MOA Review address

Your own domain is used once it is verified. In Request Emails › Sender, check that every DNS record shows OK, then choose Check now. Sending from your own domain is part of the Pro plan.

Imported photos are missing

Photos are copied from the links in your file in the background, so they can take a while. Links that can't be downloaded are listed on the review page with the reason.