Fix common problems
Reviews not updating, Google disconnected, emails not arriving and more.
Reviews and Google
A location shows “Connection lost”
Google access was removed or expired, for example after a password change. Open Settings and reconnect the Google account under Google connections. Reviews catch up automatically.
New reviews aren’t showing up
On Locations, choose Refresh now. If the dot next to Last updated isn’t green, or the location shows “Not connected”, reconnect Google. A brand-new review can take a few minutes, and Google itself sometimes holds reviews back for checks.
A location shows “Not verified on Google” and no reviews
Google only shares reviews with the verified owner of a Business Profile. Open Google Business Profile with the Google account you connected. If it says Verify or Get verified, finish verification. If someone else owns the profile, ask them to add your account as an Owner or Manager. Then open the location in RepOcean and choose Check again.
RepOcean shows fewer reviews than Google
Google’s total also counts star-only ratings it doesn’t always share. The Locations page shows both numbers.
My reply didn’t post
Check the location is connected to Google. If reply approval is on, a Responder’s reply waits for a manager first. If Google says it couldn’t be reached, try again in a minute.
Emails and messages
I don’t get alert emails
Check your spam folder and the addresses under Send notifications to in Notifications. Choose Send test email. If you see Test mode anywhere, email sending isn’t switched on for your server yet.
A review request shows “Couldn’t send” or “Not sent”
The email or phone number is wrong, or missing for the channel you chose (for example no phone number for WhatsApp). Ask again using the correct details, or choose a channel you have details for.
WhatsApp or SMS is greyed out
It isn’t connected yet. See Send by WhatsApp or text message.
Widgets and QR codes
My widget doesn’t show (or shows old reviews)
Changes appear within about five minutes. Check the widget’s rating filter and that Widgets is on for the location on the Locations page. Make sure the whole code was pasted into your website.
The printed QR code doesn’t scan
Print at 100% size, not “fit to page”, on plain white paper, and make it at least 3 cm wide.
Signing in
“Too many sign-in attempts”
Wait 15 minutes, or reset your password with Forgot your password?.
I lost my phone with the authenticator app
Type one of your recovery codes instead of the code. No codes left? Ask your account owner, or email support@repocean.com.
I can’t see a menu or button mentioned in this guide
Your role may not include it, or you may only have access to some locations. Ask your account owner. See Roles and what they can do.