Reference
Troubleshooting
The things that most often go wrong, and how to work out which one you are looking at
Reviews are not arriving
I just connected an app and see nothing
Give it a few minutes — ReviewDesk polls every 30 minutes. Check the last polled time on the Apps screen, and run Test connection. On Android, remember only the last 7 days of reviews exist to fetch, so a quiet app may genuinely have none.
An app that was working has gone quiet
Check its status on the Apps screen. Error means the credentials stopped working — regenerate them and paste the replacement via Edit. Paused means someone paused it. Also check your alerts for a credential-failure notice.
Some apps sync but others in the same account do not
On Google Play, the service account is invited per app — it may not have been granted access to the ones that are missing. On iOS, confirm the app identifier is the numeric App Store ID rather than the bundle ID.
Replies are not sending
Automation is on but everything is a draft
Work through, in order: is Pause all auto-replies on? Is the rule set to Draft only? Is a safety rail demoting sends — negative sentiment, a short-review threshold, a cool-off after a 1★, or a daily cap? Have you hit the 500-per-day organization ceiling, which raises an alert when it trips?
Nothing is being drafted at all
Most often there is no automation rule. A new organization has none, and onboarding does not create one — see Automation rules. Otherwise, check whether the rule’s scope actually covers the app in question.
A reply failed with a permission error
On Google Play, the service account is missing Reply to reviews in Play Console. Add it and retry. On the App Store, confirm the API key has not been revoked.
A reply has said "Pending Apple" for a while
That is Apple’s moderation queue, normally cleared within 24 hours. ReviewDesk checks apps with pending replies more frequently and flips the status to Live automatically. Nothing is required from you.
My five-star reviews are being skipped
Five-star reviews with fewer than 20 characters of text are never auto-replied to. This is deliberate and cannot be turned off — see Safety rails.
AI drafting problems
Every model shows as unavailable
The instance has no AI provider API key configured. Keys are server configuration rather than a setting in the app, so this needs whoever operates your ReviewDesk instance to add one.
I have hit my daily generation limit
The limit is 200 drafts per user per day and resets at midnight UTC. It is per person — a colleague can still draft. See Limits and quotas.
The reply came back in the wrong language
With language set to Auto, the reply mirrors the review — and the App Store often does not report a language, so it is inferred from the text. Set the language explicitly in the composer to force it.
Access and sign-in
My verification code expired
Codes last 10 minutes. Use Resend code — there is a brief cooldown between sends.
A team member cannot see an app
They have no assignment covering it. Edit their assignments in Team management. Assigning the whole account rather than one app also covers apps added to it later.
A team member can see reviews but cannot send
Their Can reply permission is off. It is independent of which apps they can see and is toggled per member.