Can't approve, edit or delete a testimonial

When something you do to a testimonial doesn't go through, your inbox shows a short message that doesn't say why:

• Failed to update testimonial, after a button on a card such as Approve, Reject, Restore to Inbox or Delete;
• Failed to perform action, after an action on several selected testimonials;
• Failed to approve testimonial or Failed to reject testimonial, after the A or R keyboard shortcut.

Or the button you're looking for isn't on the card at all. Work through these checks to find the cause.

Check this firstCopy Anchor Link

Reload the page and try again. A lost connection gives the same message, and so does a testimonial that a teammate deleted a moment ago. Reloading also shows the buttons your role has now.

Then see which case is yours:

• The button isn't there. Your role in this project doesn't include that action. See A button is missing.
• The button is there, and the message comes back. Check whether the project or the workspace is read-only. While it is, every change is refused.

A button is missingCopy Anchor Link

What you can do to a testimonial depends on your role in its project:

A Viewer's cards have no Approve, Reject or Edit, and no checkbox to select them. A Member's cards have no Delete and no heart button for Wall of Love pages.

To find your role:

• Open the Projects page. A project under Shared with you shows your role on its card: Admin, Member or Viewer. In the projects under Your workspace, you're the owner.
• Or open the project, click the gear icon next to its name at the bottom of the sidebar, and choose the Team tab. Project Team lists everyone who can open the project, with their role.

Only the workspace owner can change a role. See Invite team members.

Some buttons depend on the view you're in, not on your role:

• Approve and Reject are on cards in Pending only.
• Edit and Delete appear once you click Show more on the card. In Approved, Archive is there too, under More.
• A card in Spam has no Approve or Edit. Click Not Spam first, then act on the testimonial where it lands.

If the project doesn't open any more and you land on Projects instead, you've lost access to it: your role there was set to No Access, you were removed from the team, or the workspace is no longer on a plan with teams (Premium and Business). Ask the workspace owner.

The project is read-onlyCopy Anchor Link

A project beyond your plan's project licences is read-only: it still opens, but approving, rejecting, editing, tagging and deleting are all refused. To check, open the Projects page: a read-only project's card says Read only. The workspace owner brings it back with Reactivate on the Billing page's Usage tab. See Project is read-only.

The workspace is read-onlyCopy Anchor Link

After a failed payment that isn't fixed in time, the whole workspace is read-only and no change goes through in any of its projects. The owner's Billing page shows a Payment recovery required notice: click Update payment method. Teammates can't open the workspace's projects meanwhile. See Payment failed.

Messages that name the causeCopy Anchor Link

A few places show the full reason instead of the short message: Not Spam and the selection bar in Spam, the approve, archive and delete actions in All Imports, and Apply in the Edit Testimonial window of a written testimonial.

Not Spam is refusedCopy Anchor Link

Testimonials in Spam don't count toward your plan's testimonial limits, but restored ones do. Not Spam is refused when restoring would go past a limit, and its message says so. On Free, the limits are 10 written, audio and linked media testimonials and 2 video testimonials across the workspace. On Pro, the limit is 10 video testimonials per project.

Archive testimonials you don't show, or upgrade, then try again. Plan limits says what counts. See Keep spam out of your inbox.

Approving never runs into these limits, because a pending testimonial already counts toward them.

Saving an edit failsCopy Anchor Link

For a written testimonial, the Edit Testimonial window tells you why Apply was refused. Edit Video Testimonial and Edit Audio Testimonial show only Failed to update testimonial.

If neither the project nor the workspace is read-only, check Custom Fields, at the bottom of the window when your project has any. Every field marked with * must be filled in: a dropdown needs an option chosen, and a checkbox must be ticked. See Edit a testimonial.

Still stuck?Copy Anchor Link

Contact us and include:

• your project's name, and your role in it;
• the view you were in and the button you clicked;
• the message you saw, word for word;
• roughly when it happened.

Next stepsCopy Anchor Link

• Approve, reject and archive testimonials
• Act on several testimonials at once
• Plans and pricing