Support
Most problems show up as a banner in your dashboard. Find yours here for the cause and the fix.
Not listed? Send us a message and we'll reply within 24 hours.
Common problems and fixes
My review platform isn't connected, or my details were rejectedDashboard says: “Add a review integration.”
Markup needs ratings from Yotpo, Okendo, or Klaviyo. Either no provider is connected yet, or the provider didn't accept the details you pasted.
- Open Integrations and choose Yotpo, Okendo, or Klaviyo.
- Paste your Yotpo App Key, Okendo User ID, or Klaviyo private API key from your provider's settings. We check it with the provider before saving.
- If it's rejected, copy it again without extra spaces, and make sure it belongs to the account connected to this store.
- Select Save & make active.
I switched review providers and the dashboard asks me to re-fetchDashboard says: “You switched review integrations. Re-fetch your reviews to update your data.”
Switching removes the previous provider's markup. Nothing new is written until the app pulls products and reviews from the new provider.
- Open Products and select Re-fetch products & reviews.
- Wait for it to finish, then check your selection is still the products you want.
- Run Sync now on Sync Status, or wait for the daily sync.
No products have markup, or I can't select moreDashboard says: “Select products to sync structured data.”
Markup is only written for products you've selected and saved, up to your plan's limit. An amber bar on Products means the selection isn't saved yet or is over the limit.
- Open Products and tick the products you want.
- Select Save Selection. The bar turns blue once it's saved.
- Over the limit? Deselect some products, or upgrade your plan from the link in the bar.
The markup isn't in my product page sourceDashboard says: “App embed blocks are not activated — structured data won't appear on product pages.”
The JSON-LD and Structured HTML app embeds print the markup into your theme. They're switched on per theme, so they're off if they were never turned on or if you published a different theme.
- Open Settings and select Turn on in theme editor for each embed.
- In Shopify's theme editor, switch the embed on and save.
- Back in Settings, select Check again. Both embeds should show as on.
My last sync failedDashboard says: “Your most recent sync failed.”
A sync writes the latest ratings to your selected products. Sync Status shows what went wrong for each failed run.
- Open Sync Status and read the error on the failed sync.
- If it mentions your review platform or credentials, reconnect it under Integrations.
- Otherwise run Sync now (available once every 24 hours), or wait for the next daily sync.
- If it fails again, contact us with your store's myshopify.com domain and the error.
Everything is set up, but nothing has synced yetDashboard says: “Run your first sync to start optimizing reviews.”
Markup is written by a sync. The automatic sync runs once a day, so a new setup can wait up to a day for its first one.
- Open Sync Status and select Sync now.
- When it completes, view the source of a selected product page and search for application/ld+json.
The markup is there, but search results don't show stars
Search engines decide whether to show rich results, and only after they recrawl the page. Valid markup makes stars possible; nobody can guarantee them.
- Paste the product's URL into Google's Rich Results Test and confirm it finds Product with review details.
- Check the product is in your saved selection and has reviews. The rating is left out for products without any.
- Give the search engine time to recrawl. In Google Search Console, URL Inspection can request it.
Contact us
We reply within 24 hours. Pro plan requests are answered first.
For a store problem, include your myshopify.com domain and what you've already tried.