Help & Troubleshooting
Answers to the most common questions and errors. Can't find it? Email hello@support.goreputly.com.
Getting started
Add your business, plans and access
Reviews & AI replies
Syncing, AI replies, auto-reply
Getting more reviews
Review requests, QR, the funnel
Connecting Google
OAuth, common connect errors
Search Performance (Search Console)
Properties, verification, no data
SEO & Autopilot
Content, limits, images, language
Emails & notifications
Delivery and alert settings
Billing & plans
Trials, monthly/yearly, teams
Getting started
How do I add my business?
Go to Locations (or the onboarding wizard), search Google for your business by name, and pick it. Reputly stores its Place ID and starts pulling your rating and reviews.
I don't see the SEO section / it looks locked
Local SEO is available from the Starter plan up. Some features inside it (Autopilot, AI images, Search Performance) are Pro. Check your plan in the workspace switcher (top-left) or on the Billing page.
What is the “Free” plan?
When your 14-day trial ends and you don't choose a paid plan, your account stays usable on a permanent Free tier with base limits (1 location, a few AI replies/month, Google monitoring). You're never locked out — upgrade anytime.
Reviews & AI replies
My reviews aren't syncing, or I only see 5
Without Google Business Profile connected, Reputly reads reviews through the Google Places API, which returns only your latest ~5. Connecting Google Business Profile (Settings) unlocks all reviews and posting replies back to Google.
Can the AI reply on its own?
Yes — optional auto-reply for 4–5★ reviews (Settings → auto-reply). Negative reviews always wait for your approval, so a human signs off on sensitive replies.
I added a location and got a “new reviews” email for old reviews
Fixed — the first import of a location's existing reviews is now silent. Only reviews published after you connected count as new. Old unanswered positive reviews still get auto-answered if auto-reply is on.
Getting more reviews
How do customers leave a review?
Use Get Reviews to send a tracked link by email/SMS, or print the QR poster. A happy customer (4–5★) is sent straight to your Google review page; a 1–3★ customer is invited to share private feedback first but always keeps the public option.
Is this “review gating”? Is it allowed?
No. Every customer is offered the same public Google link — we never hide it. That's the compliant, transparent approach Google requires.
Review requests aren't being delivered
Email/SMS delivery needs the sending channel configured. See “Emails aren't arriving” below for email; SMS needs Twilio keys.
Connecting Google
“Access blocked: … has not completed the Google verification process”
Your Google OAuth app is in Testing mode, so only approved testers can use it. In Google Cloud → OAuth consent screen → add the Google account as a Test user, then try again. To let all customers connect, the app needs Google verification.
I connected Google but nothing happened
The connection is saved. Go to Local SEO → Search Performance (for Search Console) or Settings (for Business Profile) — it will show as connected. Then pick your property / run the location mapping.
redirect_uri_mismatch
In Google Cloud → Credentials → your OAuth client → Authorized redirect URIs must be exactly https://goreputly.com/api/google/callback (no trailing slash).
Search Performance (Search Console)
“No properties found for this Google account”
Your website isn't added to Search Console under the account you connected. Open Search Console, add your site (URL prefix), and verify ownership. Then click Find my properties again.
The property shows “not verified for this account”
The connected Google account must be a verified owner or user of that property. Verify it in Search Console (HTML tag, HTML file, DNS TXT, or your website builder's one-click option), then reload.
“Couldn't fetch Search Console data”
Usually the Search Console API isn't enabled in your Cloud project, the account isn't a verified owner, or there's no data yet — brand-new sites take a few days.
My business has no website — can I use this?
Search Console only tracks a website. If your business lives on Google Maps only, your visibility shows up in Google Business Profile instead, not Search Console.
SEO & Autopilot
What does Autopilot do?
It writes fresh SEO content from your real customer topics on a schedule, and can publish it straight to your site via a webhook (WordPress, Zapier, Make). Optionally attach an AI cover image. Autopilot is Pro; Starter can build the content plan by hand.
“You've used all your AI generations this month”
Each plan includes a monthly number of AI generations (text and images counted separately). They reset next month, or upgrade for a higher limit.
The AI image is just a placeholder
In demo mode, or without an image provider key, Reputly returns an on-brand sample image. Real photos need an OpenAI or Gemini key configured.
Content is in the wrong language
SEO content is written in the same language as your customers' reviews. Add a custom topic in your language to steer it.
Emails & notifications
Emails aren't arriving
Until a sending domain is verified with our email provider, delivery is limited. Verify your domain and set the “from” address. In the meantime, outgoing emails are visible at /outbox during testing.
I'm getting too many / too few notifications
Tune them in Settings → Notifications — email alerts on negatives, the in-app bell, weekly insights and competitor alerts are each toggleable (some plan-gated).
Billing & plans
How do trials work?
Every plan starts with a 14-day free trial — no card charged until it ends. Cancel anytime; if you don't pick a plan you drop to the Free tier, not locked out.
Monthly vs yearly
Switch anytime from the Billing page. Yearly bills once for 12 months at the price of 10 — two months free.
Agency: can my team use everything?
Team members (Member role) can use the review inbox, analytics and the whole SEO section. Owner/Admin manage billing, settings and integrations.
Contact support
Send us a message and we usually reply within a day.