Help Center

All accounts start with a 14-day free trial on the Starter plan — no credit card required. You can switch to Growth or Pro at any time during the trial from the Billing page; the trial period carries over to whichever plan you land on.

On day 11you receive an automatic reminder email with a link to add your payment method. If you don't add a card before the trial ends, your account pauses — no charges are made. Your data is retained and you can reactivate at any time.

After signing up you're guided through a short wizard:

1. Enter your business name.
2. Add your first location (city, state).
3. Optionally add your Google Review URL so the platform can show your live rating on the dashboard.

You can skip the Google Review URL and add it later in Settings → Locations.

1. Go to Google Business Profile and sign in.
2. Select your business.
3. Click Ask for reviews. Google shows a shareable link — copy it.
4. Paste it into Settings → Locations → Edit → Google Review URL.

Alternatively, in the location form you can type your business name in the search box (Google Places Autocomplete) and the platform will pre-fill the Place ID for you.

In Settings → Locations you can take a location out of use in two ways. They are very different — one is reversible, the other is permanent.

Deactivate(the everyday option). The location stops counting toward your plan's location limit and is hidden from active use, but nothing is lost — all of its review requests, NPS responses, and analytics are kept. It moves to a Deactivated list where you can Reactivate it at any time and everything returns intact. Use this for seasonal or temporarily-closed locations, or to free up a slot before downgrading your plan.

Delete (permanent). This permanently erases the location and all of its data — every review request, every NPS response, and its analytics. Those numbers leave your analytics totals, and this cannot be undone. To prevent accidents, deleting is a deliberate two-step action: a location must be deactivated first, and the confirmation dialog asks you to type the location's name before the delete button activates. Your customers (contacts) are not deleted — they remain in your account.

In short:if there's any chance you'll use the location again, Deactivate. Only Deletewhen you want that location's history gone for good.

1. Go to Contacts and add at least one customer (manually or via CSV import).
2. Go to Review Requests and click Send Review Request.
3. Select the contact(s) and choose email or SMS channel.
4. Click Send.

The customer receives a branded message with a unique link. When they click it they land on a clean 5-star rating page — no account required.

Almost everything. During the 14-day trial you have full access to your chosen plan's features:

• Email review requests — send to real contacts with a trial cap of 75 emails across all plans.
• QR codes — generate and use your location QR codes immediately. QR scans count toward a combined trial cap of 150 total requests shared with email sends (e.g. 75 email + 75 QR). The 75-email sub-cap still applies independently.
• Contacts — import via CSV, add manually, or sync from HubSpot / Salesforce (Growth and Pro).
• Help Desk — negative feedback creates tickets, fully operational (Growth and Pro).
• Analytics, team members, push notifications — all available.
• SMS review requests — available in limited test mode (see below).

Two features are not available during the trial:

• Full-production SMS sending — trial SMS is test-mode only (see the SMS questions below). NPS surveys (Growth and Pro) work via email during the trial; SMS NPS is additionally blocked until your phone number is verified.
• Integration add-ons(Jobber, Square, ServiceM8, etc.) — the +$35/month native integrations require an active paid subscription. The “Add” button becomes available as soon as you subscribe.

US carriers require that any business sending A2P (application-to-person) SMS messages operates from a registered, verified phone number — a process called Toll-Free Verification (TFV). That verification is tied to your specific business and its registered message content; it cannot be shared or skipped.

During the trial, your business doesn't yet have its own verified number. ReputeLoop routes your trial SMS sends through a shared trial number so you can test the flow. Because that shared number has its own carrier registration, three restrictions apply:

• Test contacts only — SMS can only be sent to contacts you have explicitly marked as test contacts in Settings → Profile → Trial Contacts. This prevents the shared trial number from being used to reach real customers.
• 10 trial SMS total — a hard cap across the entire trial period, regardless of plan.
• Fixed message text — the SMS body is set by ReputeLoop and includes a [TEST] prefix and a clear disclaimer that this is a demo send. You cannot customise it for trial sends.

Once you subscribe and your own phone number is verified, all three restrictions lift: you send from your number, to real contacts, with your custom message text.

A test contact is any contact in your account that you have designated as safe to receive trial SMS sends — typically yourself, a colleague, or a second device you control. Test contacts receive real text messages on their actual phone numbers, but the message is clearly labelled [TEST] so there is no confusion.

To add a test contact: go to Settings → Profile → Trial Contacts, click Add test contact, and select any existing contact from your list. Make sure the contact has a valid phone number saved. You can add up to 5 test contacts, and the trial period allows a total of 10 SMS sends across all of them.

Test contacts are only used during the trial period. When your trial converts to a paid subscription, your test contacts are automatically removedalong with the trial SMS sends — your contact list starts clean. If a test contact's phone number also received a real (non-trial) interaction, the contact record is preserved but the test-contact designation is removed.

Trial SMS messages travel through Telnyx to the recipient's carrier, so delivery depends on the device and carrier spam filters — not just ReputeLoop. If the message didn't arrive:

• Android / Google Messages: open the app, tap the ⋮ menu, and check Spam & blocked. Google Messages uses on-device ML to filter messages from new or unfamiliar numbers, and trial numbers have limited sending history. If you find the message there, tap Not spam — this registers a positive signal for the trial number and improves delivery for subsequent test sends.
• Carrier filtering:some carriers silently drop messages from numbers that haven't built a delivery reputation yet. This is more common with shared trial numbers than with a fully registered dedicated TFN.
• iOS: check Settings → Messages → Unknown & Spam — filtered senders may appear there rather than your main inbox.

Once you subscribe and your own verified toll-free number is active, delivery rates improve significantly because your number has a dedicated registration with verified business identity, which carriers and spam filters treat with higher trust.

When your toll-free number is first approved, ReputeLoop automatically applies a 22-day warm-up schedule to build carrier reputation gradually. Sending high volumes from a brand-new number looks identical to a spam operation to carrier systems — the ramp prevents this.

• Days 1–3: up to 50 SMS/day
• Days 4–7: up to 150 SMS/day
• Days 8–14: up to 300 SMS/day
• Days 15–21: up to 600 SMS/day
• Day 22+: your full plan quota, no restrictions

Messages beyond today's limit are automatically queued and sent the next day — nothing is dropped or cancelled. Your Settings page shows the current daily cap and how many days remain in the warm-up period.

The [TEST] prefix and the fixed disclaimer text are required by carrier compliance rules for shared trial numbers. When a phone number is registered with carriers, the registration specifies exactly what kind of messages it sends. The trial number is registered as a platform demo tool — it is not registered to send real customer-facing review requests.

Sending your real review request template from that trial number would violate the carrier's registration terms and could result in the messages being filtered or blocked entirely. The [TEST] message is specifically crafted to match the trial number's registered use case while still letting you see exactly how the delivery, link, and opt-out flow work end to end.

It depends on your plan and channel:

• Growth or Pro trial — email NPS: fully available. The survey goes through Resend exactly as it does on a paid plan. Responses appear in your Analytics NPS card immediately.
• Growth or Pro trial — SMS NPS: blocked. The send dialog disables the SMS button with an explanation. SMS NPS requires both an active subscription and an approved phone number.
• Starter trial — all NPS: blocked. NPS surveys are a Growth and Pro feature regardless of trial status.

If you're on a Growth or Pro trial and want to test the NPS flow end-to-end, use email — it works exactly as it will in production.

It depends on whether your SMS number has been verified and activated:

• SMS active (approved TFN): contacts with phone only receive the review request via SMS as expected.
• SMS not yet active (trial or pending verification): the platform cannot send SMS to real customers yet. Contacts who have both email and phone will receive email instead. Contacts with a phone number but no email address will be skipped entirely — no message is sent and no review request is recorded as sent.

The channel setting in Settings → Integrations → Auto-request channel shows a warning when SMS is selected but your number is not yet active. To avoid skipped contacts, either add an email address for those contacts in your field software before the job closes, or switch the channel to Email until your SMS number is approved.

We encourage you to start the phone number registration process during your trial for one simple reason: it takes time. Toll-Free Verification goes through US carrier networks and can take up to 5 business days to complete. If you wait until after you subscribe to start, you may be unable to send SMS to real customers for the first few days of your paid plan.

Starting during the trial means your number is likely verified and ready to go the moment your subscription activates — zero waiting.

Toll-Free Verification (TFV) is the carrier industry's registration program for businesses that send A2P SMS from a toll-free number (a number starting with 800, 888, 877, 866, 855, 844, or 833). Verified numbers receive much better deliverability and are not subject to carrier-level message filtering.

You don't manage this process yourself. ReputeLoop handles the entire TFV submission on your behalf. All we need from you is:

• Your business name and address.
• A business registration number — your EIN, or for sole proprietors an SSN or ITIN — which the carriers now require for verification. This is sent directly to our messaging provider (Telnyx) for registration and is not stored on ReputeLoop's servers.
• A brief description of your use case (review requests).
• Confirmation that your customers consent to SMS — which you provide during onboarding.

Once submitted, carriers review the application and either approve or request clarification. We notify you via email and push notification when the status changes. You don't need to follow up — we monitor it for you.

Toll-Free Verification typically takes up to 5 business days from submission. The timeline is controlled entirely by the carrier networks and their review queue — ReputeLoop cannot expedite it.

While your number is pending:

• During trial: you can continue sending trial SMS to test contacts as normal.
• After subscribing: your account is fully active and email review requests work immediately. SMS sends will be held until your number is approved, then process normally.

You will receive a push notification and email when your number is approved or if any additional information is needed from you.

When your trial converts to a paid subscription, a few things happen automatically:

• Trial SMS test sends are removed automatically. These were test-only sends — they went to your own test contacts with the [TEST] disclaimer, so they have no value as production data. They are cleaned up without any action needed from you.
• Test contacts are automatically removed. The phone numbers you registered as test contacts (and their underlying contact records, if they received no real production activity) are deleted when the trial converts. This keeps your contact list clean from day one.
• Everything else is preserved: email and QR review requests, ratings and feedback received, help desk tickets, settings, team members, and locations all carry over completely. Only the trial SMS test data is cleaned up.

On your first login after subscribing, a banner appears asking what you'd like to do with the review requests from the trial period (see below).

If you sent email requests or received QR scan reviews during the trial, those records may include real ratings and feedback. When you first log in after subscribing, ReputeLoop shows a banner asking:

• Keep trial data — all trial-period review requests (email sends and QR scans) and any ratings or feedback are kept as part of your account history. Recommended if you collected real feedback you want to reference.
• Remove trial requests & tickets — trial-period email and QR review requests and any associated help desk tickets are deleted. Choose this if you prefer a clean start.

This decision only affects trial-period review requests. Contacts, settings, and team members are never affected.

If the 14-day trial ends without a payment method added, your account is paused — no new review requests or SMS sends can be initiated, and your dashboard shows a reactivation prompt.

Importantly: no charges are ever made automatically. You will never be billed without adding a card and confirming a plan.

Your data — contacts, locations, settings, email review requests sent, and feedback received — is fully retained. You can reactivate at any time by going to Billing and selecting a plan. Everything picks up exactly where you left off.

Email is available on all plans. It delivers well, has a built-in unsubscribe link, and supports richer formatting.

SMS is also available on all plans and typically has higher open rates, but requires that your customer has provided their mobile number and consented to receive SMS communications. Both channels send the same unique rating link.

Note: follow-up reminders via SMS require Growth or Pro. Starter sends reminders by email only, regardless of the original request channel.

Go to Contacts → Import CSV. The file must have a header row. Required column: email. Optional columns: first_name, last_name, phone.

Column names are case-insensitive. Extra columns are ignored.

The importer tolerates malformed email addresses (they are skipped, not rejected) and deduplicates against your existing contact list by email. Maximum 10,000 rows per import.

Each plan has a rolling 30-day request limit: 150 (Starter), 1,500 (Growth), 10,000 (Pro). The limit counts the initial send — follow-up reminders do not count against it.

The usage bar on your dashboard shows how many requests you've sent in the last 30 days. At 80% you see an amber warning; at 90% a red warning; at 100% new sends are blocked until usage rolls off.

Found in Settings → Review & NPS → Review Request Message. When enabled, the first SMS sent to a new contact is a short confirmation message instead of the review request directly:

“[Business] would like to send you a feedback request. Reply YES to receive it or STOP to opt out.”

If the customer replies YES, the actual review request is sent immediately. If they reply STOPor never reply, no review request is sent. This two-step flow establishes a two-way conversation with your sender number, which can reduce the chance of the message landing in Android's spam folder.

Opt-in confirmation is off by default. Most businesses get good deliverability without it. Enable it only if you are seeing a pattern of Android customers not receiving messages.

Contacts who have already replied YES in a previous interaction are not asked again — the confirmation step is skipped for them on future requests.

No.The confirmation message itself (“Reply YES to receive it…”) does not count against your monthly request limit.

The actual review request — sent only after the customer replies YES — is what counts. If a customer never replies, no quota is consumed at all. You can safely try the opt-in feature without worrying about burning through your monthly allowance on customers who don't respond to the confirmation.

Opened means the customer clicked the review link and landed on the rating page — confirming they received and read your message.

How it is tracked depends on the channel:

• Email: status moves to Opened when the customer clicks the link in the email. It may also fire when their email client loads the tracking pixel, though a link click is the more reliable signal.
• SMS: carriers do not provide read receipts, so status moves to Opened the moment the customer taps the link and visits the rating page. This is the only open signal available for SMS.

Once a customer submits a rating, the status moves on to Rated — Opened is only shown while the request is still awaiting a response.

The source badge (a small green label next to the contact name in the Requests table) shows where a review request originated. Possible values:

• Jobber / Cloudbeds / Square / Workiz / Tekmetric / Vagaro — triggered automatically by a connected integration (job completed, guest checked out, payment processed, etc.)
• QR — customer scanned a QR code at your location
• API — created via the ReputeLoop REST API or Zapier

Requests sent manually from the dashboard show no badge — the absence of a badge means it was a manual send.

Each location has a permanent QR code. Go to Settings → Locations and click the QR button next to any location.

You can download the QR as a PNG or open a print-ready view. Place it on your counter, receipt, or table — every scan creates an anonymous review request and redirects the customer to the standard rating page.

QR scans are tracked in Review Requests with channel QR. They count toward your monthly limit.

The customer lands on a clean, mobile-optimised page showing your business / location name and a 5-star selector. No account required.

• 4–5 stars:a “Tell us more” text field appears, then they're shown your Google Review link with a prompt to leave a public review.
• 1–3 stars:a “What could we do better?” text field appears. Their feedback goes directly to you (as an alert or help desk ticket) and they are not directed to Google.

ReputeLoop automatically sends a reminder to any contact who received a review request but hasn't rated yet. By default, one reminder is sent 3 days after the initial send.

Reminders are delivered at 10:00 AM in your location's timezone. They respect opt-out status — opted-out contacts are never reminded.

Yes. Go to Settings → Review & NPS → Follow-up Reminders. You can set the first reminder delay (1–60 days) and optionally enable a second reminder at a different delay.

You can also disable reminders entirely by toggling Enable follow-up reminders off.

SMS follow-up reminders are a Growth and Pro feature. On the Starter plan, reminders are sent by email only, regardless of the original request channel.

Upgrade to Growth or Pro to enable SMS reminders. This typically increases response rates significantly compared to email-only follow-ups.

No. Reminders do not count against your monthly request limit. Only the initial send counts. You can send as many reminder follow-ups as your configured delays allow without affecting your quota.

Reminded means at least one follow-up reminder was delivered and the customer hasn't rated yet. Once they rate, the status changes to Rated permanently.

The delay is measured from the original send date, not from the previous reminder. If you configure delays of 3 and 10 days, the first reminder goes out on day 3 and the second on day 10 — both counted from when the initial request was sent.

The STOP reply is handled automatically via webhook. The contact is immediately flagged as opted out in your contacts list (shown with a red badge). They will never receive another review request or reminder from ReputeLoop, regardless of which business sends through the platform.

The customer receives one final confirmation message: “You have been unsubscribed and will receive no further messages. Reply START to re-subscribe.”

They are taken to a confirmation page and the contact is marked opted out. The same suppression logic applies — no further requests or reminders.

For SMS: the customer can re-subscribe themselves by replying START to the number they previously received messages from. You cannot override an SMS opt-out on behalf of the customer.

For email: you should not re-subscribe a contact who unsubscribed unless they have explicitly asked you to do so. Sending to unsubscribed contacts violates CAN-SPAM and can damage your sender reputation.

Yes. In Contacts, click the edit icon on any contact row. You can update their name, email address, and phone number. Editing does not affect existing review requests tied to that contact.

CSV export is available on the Pro plan. Go to Contacts and click Export CSV. The export includes all contact fields and their opt-out status.

Any rating of 1, 2, or 3 stars — combined with written feedback — triggers a negative feedback event. Ratings without text are not alerted (nothing actionable to share).

Go to Settings → Notifications → Negative feedback alerts. You can choose email, SMS, or both. For email alerts you can add multiple recipient addresses. For SMS alerts enter the phone number that should receive the text message.

This setting is available on all plans including Starter.

Starter plan:negative feedback triggers an immediate alert (email and/or SMS) to the configured recipients. No ticket is created — there's no built-in workflow to track resolution.

Growth and Pro plans: in addition to the alert, a Help Desk ticket is created automatically. Tickets have a status workflow (Open → In Progress → Resolved → Closed), resolution type tracking, and internal notes visible only to your team.

Go to Help Desk, open the ticket, and update the status toResolved or Closed. You can add a resolution type (e.g. refunded, issue fixed, follow-up call) and an internal note.

Yes — tickets with no status change for 30 days are automatically closed overnight with the resolution “No response”. Adding a note or changing the status resets the clock, so tickets you’re actively working on are never auto-closed. This keeps your Help Desk queue clean.

Yes. The Reply Assistant (under Reviews in your dashboard) drafts warm, professional public replies to your Google reviews. For each review you click Draft replies and get three distinct options tuned to the rating — a sincere, make-it-right tone for 1–3★ and a warm thank-you for 4–5★. Copy the one you like and paste it into your Google Business Profile.

It's included with every paid plan (Starter, Growth, and Pro) at no extra cost — it unlocks when your trial converts to a paid plan.

Once you've connected your Google Business Profile (paste your Google Review URL in Settings), the Reviews page pulls in the most recent reviews Google shares. Google's API only exposes the latest handful, so for any others — older reviews, or a specific one you want to answer — just paste the review textinto the box at the top and we'll draft replies for it too.

No — you stay in control.Google doesn't allow third-party apps to post review replies automatically, and the drafts are AI suggestions, so you should always read and edit them before posting. You copy the reply you want and paste it into your Google Business Profile, where it's posted under your business. We never invent specific facts, refunds, or promises in a draft.

There's a fair-use cap of about 50 drafts per day per account, which is far more than most businesses need. If you hit it, the assistant simply resumes the next day.

If your account has more than one active location, a location selector appears in the top-right controls on the Analytics page. Select any location to see KPIs and charts scoped to that location only, or choose All locations to see aggregated data across your entire account. Accounts with 2–3 locations see pill buttons; accounts with 4 or more see a dropdown. Changing the location preserves your current date range, and the CSV export (Pro) also respects the active location filter.

The date range determines which review requests are included in all KPI cards and charts on the Analytics page. Available ranges are plan-gated:

• Starter: last 30 days only
• Growth: last 30 days or last 90 days
• Pro: last 30 days, last 90 days, or all time

The average rating trend over time is a Growth and Pro feature. On Starter you see overall KPIs and rating distribution, but the time-series average rating chart is locked.

Yes — on the Pro plan a channel filter appears in the top controls on the Analytics page. Choose All, Email, SMS, or QR Code to scope the KPI cards and charts to a single channel. This lets you compare, for example, whether your SMS requests get a higher response rate than email.

The channel breakdown table (Growth and Pro) always shows all channels regardless of which filter is active — it gives you the full side-by-side comparison even when you are drilling into one channel.

On Growth and Pro plans, a Channel Breakdown table appears below the KPI cards whenever your account has data from two or more channels. It shows Sent, Rated, Response Rate, Avg Rating, and Share of Total for Email, SMS, and QR Code side by side — useful for understanding which channel delivers the best results.

The Export CSV button on the Analytics page is available on the Pro plan. It downloads a spreadsheet with four sections:

• Overview — a single summary row (sent, rated, response rate, avg rating) for the selected period
• Trend — daily or weekly breakdown (periods longer than 30 days are grouped by week automatically)
• Channel Breakdown — per-channel stats across all channels, regardless of the active channel filter
• Rating Distribution — count and share for each star level (5★ to 1★)

The export respects your active date range, location, and channel filters. The file opens in Excel or Google Sheets.

The limit is a rolling 30-day window, not a calendar month. It counts requests sent in the last 30 days from the current moment. As older requests age out of the window, your used count decreases automatically — you don't need to wait for a specific date.

(Promoters − Detractors) ÷ Total responded × 100. Promoters scored 9–10, Passives 7–8, Detractors 0–6. Range is −100 to +100. A score above 0 means more promoters than detractors.

These are the three NPS categories: Promoters (scored 9–10) are loyal enthusiasts likely to recommend you; Passives (7–8) are satisfied but not enthusiastic and could switch to a competitor; Detractors (0–6) are unhappy customers who could damage your reputation with negative word of mouth.

Ratings received ÷ requests sent × 100. Only requests with a confirmed rating count — bounced, unsubscribed, and unrated requests are excluded from the numerator.

Local Standing ranks you and the competitors you track by a weighted (Bayesian) score, not raw star rating — so a business with a single 5.0 review can't leapfrog an established competitor with hundreds of reviews at 4.7.

Each business's rating is blended toward the group average based on how many reviews it has. With very few reviews there isn't enough signal to trust the rating, so the score stays close to the group average; as the review count grows, the score moves toward the business's own rating. (Technically: we weight the rating by its review count against a fixed confidence of about 10 reviews, and break ties on review count.) The free public review scorecard uses the same method.

The best-day insight requires at least 5 sends on that day of week in the selected period and picks the day with the highest response rate. The best-hour insight requires at least 10 total rated responsesand shows the hour (in your browser's local timezone) when customers most frequently respond.

Only the account Owner can manage billing and cannot be removed.

When inviting a Member (not Admin), you can select which locations they should have access to. Members only see contacts, review requests, and analytics for their assigned locations. A Member with no locations assigned sees nothing.

You can change location assignments later by clicking Edit on the member in the Team page.

• Starter: up to 3 (owner + 2 additional)
• Growth: up to 10
• Pro: unlimited

Pending invites that have not yet been accepted count toward the limit. Cancelling a pending invite immediately frees up a seat.

Invites expire after 7 days. If the invitee doesn't accept in time, you can re-send the invite from the Team page — the expired invite is removed from the pending list and a fresh invite is sent.

All plans include a 14-day free trial — no credit card required.

Yes — switch to any plan at any time from the Billing page. No charge applies and no confirmation dialog appears. The switch is instant and your remaining trial days carry over to the new plan.

Your account starts on Starter automatically. If you want Growth or Pro features during your trial, just click Switch to Growth (or Pro) on the Billing page.

Go to Billing and click Switch to [plan name]. A confirmation dialog shows the exact prorated charge. Confirm to proceed.

Upgrades take effect immediately — you are charged a prorated amount today for the remainder of the current billing period, and new plan features are available right away. Your next full-period invoice is at the new plan rate. Your billing anchor date does not change.

Example (hypothetical prices): your current plan is $50/month and you upgrade to a $150/month plan with 10 days left in a 30-day billing period.

• Credit for unused days on current plan: $50 × (10 ÷ 30) = $16.67
• Charge for remaining days on new plan: $150 × (10 ÷ 30) = $50.00
• Net charged today: $33.33
• Next invoice (on your original billing date): $150.00

The shortcut: net charge = (new price − old price) × (days remaining ÷ days in period).

Go to Billing and click Switch to [plan name]. A confirmation dialog explains that the change is scheduled for your next billing date — confirm to schedule it.

Downgrades are deferred to the end of your current billing period. You keep all current plan features until then — no features are removed early. No charge is made today. At your next renewal, your plan switches and the lower rate applies going forward.

An amber notice appears on your Billing page confirming the scheduled date. You can cancel the scheduled downgrade at any time before the period ends by clicking Cancel downgrade.

Each plan includes a set number of active locations and team members. Before a downgrade can be scheduled, your account has to fit within the lower plan's limits — so you may need to deactivate a location or remove a team member first.

To free up a location: go to Settings → Locations and click Deactivateon the locations you're not using. Deactivating is reversible and keeps all of that location's review history — it simply stops counting toward your plan limit, and you can Reactivateit anytime later (subject to your plan's limit). Deactivating is all you need to downgrade; you do not have to delete anything. (See “What's the difference between deactivating and deleting a location?” under Getting Started.)

To free up a seat: go to Settings → Team and remove the extra member(s).

Once your active locations and team members fit the lower plan, return to Billing and the downgrade will go through.

No. Stripe calculates a prorated credit for the unused portion of your current annual plan and applies it automatically to the cost of the new plan.

Example (hypothetical prices):You're 6 months into an annual plan at $600/year. You upgrade to a higher annual plan at $1,500/year. Stripe credits $300 (6 months unused at $50/month equivalent) and charges $750 (6 months remaining at $125/month equivalent) — net charge today: $450. Your annual cycle restarts from the upgrade date.

Billing cycle changes (annual ↔ monthly) take effect at your next renewal date, not immediately. You can set this preference in the Stripe Customer Portal. You can still upgrade to a higher plan tier immediately even while on annual billing.

Go to Billing → Manage subscription and click Cancel plan in the Stripe portal. Your plan remains active until the end of the current billing period — you are not charged again after that.

After cancellation, your data is retained for 30 days. You can export your contacts and analytics during this window. After 30 days, account data is deleted (financial records are retained for 7 years as required by law).

Your monthly limit is measured over a rolling 30-day window, not a calendar month. Each day, requests older than 30 days fall out of the count, so your available quota updates daily.

Zapier integration is available on the Pro plan. Go to Settings → Integrations and generate an API key. Use the key in Zapier to authenticate the ReputeLoop app. You can then create Zaps that send a contact (name, email, phone) to ReputeLoop whenever a trigger fires in another app (e.g. new appointment in Acuity, new customer in Stripe).

Set sendRequest: true in the Zap action to automatically send a review request to the imported contact. Omit it (or set sendRequest: false) to import the contact only.

HubSpot integration is available on the Growth and Pro plans. Go to Settings → Integrations → HubSpot → Connect. You'll be redirected to HubSpot to authorise access, then returned to your dashboard.

Once connected, click Sync now to import up to 5,000 contacts from HubSpot into your ReputeLoop contacts list. From there you can select contacts and send review requests manually, or use Zapier to trigger sends automatically based on deal stage or lifecycle events.

Salesforce integration is available on the Growth and Pro plans. The setup flow is identical to HubSpot — go to Settings → Integrations → Salesforce → Connect and complete the OAuth authorisation. The same 5,000-contact sync limit applies.

The Jobber integration is an add-on available on any plan for +$35/month. Once subscribed and connected, ReputeLoop receives a notification from Jobber every time a visit is marked complete. It automatically looks up the client's contact details and sends them a review request. The channel (email or SMS) is determined by your Auto-request channel preference in Settings → Integration Add-ons.

A 30-day cooldown prevents the same client from receiving more than one request per month — useful for recurring service businesses with regular visits. If a client's name in Jobber differs from what's stored in ReputeLoop, the contact record is updated automatically from Jobber.

Go to Settings → Integrations → Jobber add-on. Click Add — $35/month to subscribe (requires an active paid plan, not trial). Then click Connect Jobber to authorise access to your Jobber account via OAuth. Once connected, review requests fire automatically — no further action needed.

To disconnect, click Disconnect on the same card. Your add-on subscription continues until you click Cancel add-on.

The Cloudbeds integration is an add-on available on any plan for +$35/month. Once subscribed and connected, ReputeLoop listens for guest checkout events from Cloudbeds. When a guest checks out, it automatically retrieves their contact details and sends a review request — while the stay is still fresh in their mind.

A 30-day cooldown prevents repeat guests from receiving a request after every stay. If a guest's name in Cloudbeds differs from what's stored in ReputeLoop, the contact record is updated automatically from Cloudbeds.

Go to Settings → Integrations → Cloudbeds add-on. Click Add — $35/month to subscribe, then click Connect Cloudbeds. You'll be redirected to Cloudbeds to authorise access, then returned to your dashboard. Review requests fire automatically after each guest checkout — no further action needed.

To disconnect, click Disconnect on the Cloudbeds card. Your add-on subscription continues until you click Cancel add-on.

The ServiceM8 integration is an add-on available on any plan for +$35/month. Once subscribed and connected, ReputeLoop receives a job-completion event from ServiceM8 every time a job is marked Complete. It automatically looks up the customer's contact details and sends them a review request. It's popular with trades across Australia and New Zealand — plumbing, electrical, HVAC, pest control, cleaning, and more.

A 30-day cooldown prevents the same customer from receiving more than one request per month. If a customer's name in ServiceM8 differs from what's stored in ReputeLoop, the contact record is updated automatically.

Go to Settings → Integrations → ServiceM8 add-on. Click Add — $35/month to subscribe, then click Connect ServiceM8. You'll be redirected to ServiceM8 to authorise access via OAuth, then returned to your dashboard. The job-completion webhook is registered automatically — no manual setup. Review requests fire whenever a job is marked Complete.

To disconnect, click Disconnect on the ServiceM8 card. Your add-on subscription continues until you click Cancel add-on.

Yes. Go to Settings → Integrations and use the Auto-request channel toggle in the add-ons section. Options:

• Email (default) — sends by email when available; falls back to SMS only when the customer has no email on file.
• SMS — sends by SMS when available and your SMS number is active; falls back to email when no phone is on file.

This setting applies to all integration-triggered requests (Jobber, Cloudbeds, Square, etc.).

ReputeLoop matches incoming customers by email first, then by phone. If a matching contact is found, their record is reused — no duplicate is created. If the name from the integration (Jobber, Cloudbeds, etc.) differs from what's stored, the contact's name is updated automatically to match the source system.

The 30-day cooldown applies to the matched contact — if they already received a request in the last 30 days, the new one is skipped.

Go to Settings → Notifications → Push Notifications and click Enable notificationson the “This browser” card. Allow the browser prompt when asked.

Push notifications work immediately in Chrome on Android and Chrome / Edge on desktop. iPhone and iPad require an extra step — see below.

iOS Safari only delivers web push to apps added to the home screen. Follow these steps:

1. Open your dashboard in Safari on iPhone or iPad.
2. Tap the Share button (square with an arrow) at the bottom of the screen.
3. Tap Add to Home Screen and confirm.
4. Open the app from your home screen icon (not from Safari).
5. Go to Settings → Notifications → Push Notifications → Enable notifications and allow the prompt.

Notifications will not work if you open the app directly in Safari — it must be launched from the home screen icon.

Four event types are available, each toggleable individually:

• Negative review or Help Desk ticket — customer left a 1–3 star rating with written feedback.
• New positive rating — customer left a 4–5 star rating.
• SMS number status — your toll-free number application was approved or rejected.
• Email bounced — a review request email could not be delivered.

Go to Settings → Notifications to choose which push events you want to receive.

Once notifications are enabled for a browser, a Testbutton appears next to that browser's entry in Settings → Notifications → Push Notifications. Click it to send a test notification to your device immediately.

1. Check your browser's notification permission: open site settings for reputeloop.com and ensure Notifications is set to Allow.
2. On iOS, confirm you are opening the app from the home screen icon, not from Safari.
3. Check your device is not in Do Not Disturb or Focus mode — OS-level silencing blocks all notifications regardless of app settings.
4. In Settings → Notifications → Push Notifications, try clicking Disable and then re-enabling. This re-registers the push subscription with the server.

Every Monday at 9:00 AM in your location's timezone, the account owner receives a brief performance email covering the past 7 days:

• Review requests sent
• Ratings received and average rating
• Open Help Desk tickets (Growth and Pro)

The digest is sent to the owner's email address automatically. It is separate from push notifications and negative feedback alerts.

To disable it: go to Settings → Notifications → Digest & Insights and uncheck Weekly summary email. The change saves instantly. You can re-enable it the same way at any time.

You — the business — are responsible. ReputeLoop sends messages on your behalf as a technology service provider. You must ensure that every contact you upload has consented to receive communications from your business before you import their information.

ReputeLoop requires you to confirm this during onboarding and when using the send dialog.

Under the Telephone Consumer Protection Act (TCPA), you must have prior express consent before sending any automated text message to a customer's mobile phone.

What counts as valid SMS consent:

• The customer provided their mobile number to your business during a service interaction (appointment, checkout, intake form).
• They were informed at that point — via a written disclosure near the phone number field, verbal notice, or printed signage — that they may receive SMS follow-up messages.
• The disclosure included a clear opt-out instruction (e.g. “Reply STOP to opt out”) and messaging/data rate notice.

What is NOT sufficient consent:

• A phone number from a purchased or rented contact list.
• A phone number provided by the customer for a different purpose (e.g. for a service call only, with no mention of SMS follow-up).
• An existing business relationship alone, without explicit SMS consent.

At the point of collecting a phone number (intake form, loyalty signup, etc.), include text similar to:

“By providing your mobile number, you agree to receive occasional SMS messages from [Business Name] regarding your recent service. Message and data rates may apply. Reply STOP to opt out at any time.”

Do not bury this in fine print. It should be visible, legible, and near the phone number field.

Review request emails are generally considered transactional (relating to a prior service interaction), which are subject to less restrictive rules than commercial promotional emails under CAN-SPAM. However, best practices still require:

• The customer provided their email address to your business during a service interaction.
• Non-deceptive subject line and sender name.
• A clear unsubscribe mechanism (included automatically in every email).
• Your business's physical postal address in the email footer.

Do not send to contacts from purchased lists — this violates CAN-SPAM and will harm your email sender reputation.

For contacts located in the European Economic Area or UK, GDPR / UK GDPR applies. You need a valid legal basis to send marketing or follow-up communications. The most applicable bases are:

• Legitimate interest: sending a single post-service feedback request to a recent customer is generally considered legitimate interest, provided you have a privacy notice that mentions this processing and the customer could reasonably expect such contact.
• Consent: if you obtain explicit consent (opt-in) at the time of service, this provides the clearest basis.

You must honour data subject rights (access, erasure, portability) upon request. Contact privacy@reputeloop.com for deletion requests related to ReputeLoop's processing.

No. Purchasing or renting contact lists and sending unsolicited messages is prohibited under our Terms of Service, violates TCPA and CAN-SPAM, and will result in account termination.

Only upload contacts who have an existing relationship with your business and who you have lawful basis to contact.

Yes. Every SMS sent through ReputeLoop includes “Reply STOP to opt out.” This is required by carrier rules and TCPA best practices and cannot be removed.

To comply with the TCPA and carrier rules, ReputeLoop only delivers SMS between 8:00 AM and 9:00 PM in your customer’s local time. This quiet-hours window is enforced automatically on every text — you don’t need to configure anything, and it cannot be turned off.

• If a review request or NPS survey would otherwise go out during quiet hours (for example, a job finishes late at night), the message is automatically held and delivered the next morning at your configured send time.
• “Local time” is based on the timezone of the locationthat the request belongs to — set it under Settings → Locations so quiet hours protect the correct window. (New locations default to US Eastern.)
• Email is not affected— only SMS is subject to quiet hours, so emails still send immediately or at their scheduled time.

• STOP — unsubscribes the number immediately. A confirmation message is sent and no further messages are delivered.
• START — re-subscribes a previously opted-out number. The contact is re-enabled and can receive future requests.
• HELP — sends a brief response with support contact information.

These keywords are handled automatically by ReputeLoop. No configuration needed.

• Starter: email support with a 48-hour response target
• Growth: priority email support with a 24-hour response target
• Pro: priority email support — your tickets are answered ahead of other plans

Email support@reputeloop.com with the subject line Security Report. Please include as much detail as possible. We aim to acknowledge security reports within 24 hours.