Imported reviews are missing
Find out why an import brought in fewer reviews than you expected, or none, and why imported reviews aren't in your inbox or on your widget.
Reviews you imported are most often in your project already, waiting in Pending. When they aren't, the import left them out: they were imported before, they have nothing written in them, or they go past one of your plan's limits. Start with the first check, then find the section for what you see.
If a link was refused, see Import link not accepted. If a file import failed or skipped rows, see File import failed or skipped rows.
Check this first
What you imported may already be in your project, just not where you're looking.
- Look in Pending. Reviews from review platforms and social posts arrive in Pending unless you ticked the auto-approve box in the import dialog, or Approve & add to Wall of Love for a post. Reviews from Sync follow Auto-approve synced reviews in the listing's Settings. Media Platforms imports take the Status you chose in their dialog, which starts on Pending. File imports follow your Import Options.
- Look under All Imports. All Imports, in your project's sidebar, lists what you've imported, source by source. Its status menu starts on Active, which hides rejected items: choose All statuses to see them. It doesn't list archived or spam testimonials. See Review and export imported content.
Fewer reviews came in than you asked for, or none
The message an import shows when it finishes says how many reviews were new and, on most platforms, how many were skipped or already imported. Check these causes, most likely first.
If these are the Google reviews you previewed in the free widget builder before you signed up, see Google reviews from the widget builder are missing after sign-up instead.
They were already imported
ReTestimonial remembers every review it imports from a review platform, and it imports each one into a project only once. A review doesn't come back after you delete its testimonial, or after you disconnect and reconnect its listing. When everything an import finds is already there, you see a message such as No new reviews found. To show a review you deleted again, type it in yourself: see Add a testimonial by hand.
The number you pick in the import dialog is how many reviews ReTestimonial looks at, not how many new ones it adds. For reviews posted since your last import, click Sync on the listing's card.
A social post or a media link that's already in the project is refused with a message, and a file import skips duplicate rows while Skip duplicates is on. See The post or video was already imported and Rows were skipped.
Some reviews were skipped
- Several platforms skip reviews with no written text, such as a star rating on its own. Capterra, G2, Trustpilot and Yelp skip reviews with nothing written in them. Each platform's guide lists what it skips.
- A minimum rating you set in the import dialog leaves out lower-rated reviews.
- In a file import, a row with an error is skipped. See Rows were skipped.
You reached a monthly or per-import limit
Your plan limits how many reviews one import brings in, and on most platforms how many reviews a project imports each month. The import dialog shows your Monthly usage on most platforms. When the month's allowance runs out, the import stops with a message saying how many reviews remain. It starts again at the beginning of next month. Each platform's guide lists its limits for every plan.
A file has its own limit on the rows in one import. See The file or pasted data is refused.
You reached your plan's testimonial limit
On the Free plan, your workspace can hold 10 text testimonials and 2 video testimonials, across all its projects. On Pro, each project can hold 10 video testimonials.
Imported reviews count as text testimonials, and so do social posts without a video. Everything you import from Media Platforms counts with them too, podcast episodes and audio tracks included: those are links to recordings that stay on their platform. Social posts with a video count as video testimonials.
When an import would go past the limit, a Google or G2 import brings in as many reviews as fit, and other imports stop with a message about the limit. In a file import, the extra rows are skipped and listed as errors: see Rows over your plan's testimonial limit.
Archived, rejected and spam testimonials don't count toward these limits. Archive ones you don't need, or upgrade: see Plans and pricing.
Nothing happened after you clicked Import
- Trustpilot and Yelp imports run in the background. The dialog closes with a message that the import is queued. Trustpilot imports usually finish within a few minutes. Yelp imports are processed once a day, so the reviews may not arrive until the next day. Sync on these platforms is queued the same way. The card doesn't update by itself: reload the page later to see its Imported count.
- Another import is still running. If a message says an import or sync is already in progress or queued for that listing, wait for it to finish and try again. A large Google import can take a couple of minutes.
- A file import runs in the background too. See A large file is imported in the background.
- You imported a lot in a short time. A message asks you to wait a moment. Wait a minute, then try again.
If you don't see Import buttons at all, your role doesn't include importing. Only the workspace owner and Admins can import: others don't see Import or Social Media in the sidebar, and the Review Platforms page shows Read-only access. See Invite team members.
A notification says reviews couldn't be imported
When an automatic sync, or a queued Trustpilot or Yelp import or sync, ends without importing anything, the workspace owner and the project's Admins get a notification. Its title starts with the platform's name:
- … reviews couldn't be imported: the import failed after several tries. Open Review Platforms and run Import or Sync on the listing's card again. If it fails again, contact us.
- … reviews not imported: monthly limit reached: this month's review imports are used up. The limit resets next month: see You reached a monthly or per-import limit.
In notification settings, this kind of notification is called Review sync needs attention.
Imported reviews aren't on your widget
A widget shows only approved testimonials.
- Approve them. Open Pending and approve the reviews you want to show. See Approve, reject and archive testimonials.
- A message said they were imported but couldn't be added to the widget. These are the Google reviews you previewed in the free widget builder before you signed up, and they're approved already. Open the widget's builder, and on the Content tab click Add. See Google reviews from the widget builder are missing after sign-up.
- Curate: add them to the widget by hand. See Choose which testimonials a widget shows.
- Auto-sync: under The pool, check that Sources includes the platform, in Review Platforms or Social Media. A Minimum rating leaves out testimonials without a star rating, such as social posts and media imports you didn't rate. See Fill a widget with auto-sync.
If the widget doesn't appear at all, see Widget not showing on your website.
Sync is greyed out
Sync checks a listing for new reviews right away, and your plan allows a number of syncs each month. When it's limited, the button shows how many you've used, such as (2/2), and it's turned off once none are left. It turns back on at the start of next month.
- On G2, each product has its own syncs. On the other platforms, a project's listings share them.
- Disconnecting and reconnecting a listing doesn't give syncs back.
- Auto-sync doesn't use them. To bring in new reviews on a schedule, open the menu on the listing's card, choose Settings and turn on Auto-sync reviews, where your plan includes it. See Keep imported reviews up to date with auto-sync.
Still stuck?
Contact us and include:
- where you imported from, such as a review platform, a social post, a video link or a file;
- the link you pasted, or the listing's name;
- the message you saw, word for word;
- your project's name, and roughly when you ran the import.
Next steps
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