Permissions troubleshooting

The email did not arrive

1. Open the testimonial. The Activity list should say Permission request emailed to and an address. Check that address for typos.

2. If you see Email bounced, go to Bounce handling.

3. Ask the author to check spam and promotions, and to search for your company name.

4. Go to Settings > Email and click Send Test Email. If it does not arrive, see Email provider setup.

5. If the test works, click Resend on the Permissions page.

The author cannot open the page

They see Request Not Found

Someone deleted the request, or the link was incomplete. Ask them to click the link in the email and not copy it. If the request is gone, send a new one, because the old link will not work again.

The logo or picture is broken

Ask them to reload. If it continues, check your logo under Settings > General. They can still answer.

The screenshot is gone

The page shows the testimonial as it is now. If you removed the screenshot after sending, it shows the text instead.

The status looks wrong

I clicked send and nothing changed

Reload the page. If the send had failed, you would have seen a red message, and the button would still say Send Permission Request.

It says Granted, but the author says they never clicked

Someone else with access to their mailbox may have clicked, such as an assistant. A click on a button is needed, so an email scanner that only opens the link does not answer for them, though we cannot rule out a very aggressive one.

Click Reject or Archive to take it down while you check with the author. An answered request cannot be deleted. To get a fresh answer from the right person, an Owner or Admin clicks Ask again on the Permissions page. If the request went to the wrong address, correct the Author Email on the testimonial first, so the new request goes to the new address and the old link stops working.

The author has not answered

The request stays Waiting for reply until the author answers. No reminder goes out by itself, and silence never counts as a yes. To send the email again, click Resend on the Permissions page. If the author said yes another way, see Manual approval.

The Permission card and the Permissions page use different words

They mean the same thing. See the table in Why permissions matter.

I cannot send a request

The message under the greyed-out button gives the reason. See Sending a permission request.

Resend says the recipient has unsubscribed

The address is on your organization's blocked list, and the app will not send to it again. Usually the person opted out, but the same message shows for an address blocked after it bounced or was marked as spam and an Owner or Admin asked again at a new address. The Permissions page has no label for it.

Resend Permission Request shows Permission request already exists

This is the orange button on a bounced request, and it does not work. Delete the request and send a new one, as in Bounce handling.

Ask again is refused

• This address bounced. Correct the author's email first. Change the Author Email on the testimonial, then try again.

• This recipient reported spam, so they can't be emailed. or This recipient has unsubscribed, so they can't be emailed. Do not ask this person again by email.

• This address can't be emailed: it unsubscribed, bounced or reported spam. The address is blocked for your organization. Use another address if the author has one.

• A new answer has just arrived. Refresh the page. The author answered while you clicked. Reload and read their answer.

Delete is missing on a request

Delete shows only to an Owner or Admin, and only on a request the author has not answered. A request that was asked again cannot be deleted either. Use Reject or Archive on the testimonial to keep it out of your widgets.

Asking again after a No

See Declined permissions.

Questions about proof

What can the app show about a yes?

The Activity list shows when the email went out, each open and visit, and when the author answered. We also store the IP address and browser of the answer, but the app does not display them. We do not store a copy of exactly what the author saw.

An author says they never agreed

Take the testimonial down first with Reject or Archive. Then talk to them. What you must do next depends on your situation, so ask your legal adviser. Legal and GDPR explains what deleting removes.