Troubleshooting
The Google connection
| What you see | Meaning | What to do |
|---|---|---|
| Connecting your own Google Business Profile opens once Google approves StellaQuin's access. | This StellaQuin is waiting on Google's approval. | Use Try it with sample businesses meanwhile. |
| Red light: Google no longer accepts this connection (it may have been removed in the Google account, or expired). Reconnect Google. | The Google account's password changed, StellaQuin was removed in the account's security settings, or Google expired the permission. | Press Reconnect Google and sign in again. Nothing else is lost. |
| Google didn't grant lasting access. Try again, and allow every permission Google asks for. | A permission was unticked on Google's screen. | Connect again and leave everything ticked. |
| That sign-in took too long or was already used. | More than 15 minutes passed on Google's page. | Press Connect Google again. |
| Connecting Google was cancelled on Google's page. | Cancel or Back was pressed at Google. | Nothing changed; try again when ready. |
| No locations appear after connecting | The Google account isn't an owner or manager of any Business Profile. | Have the profile's owner add that account under Business Profile settings → People and access at business.google.com, then press Check now. |
| Google is limiting how fast StellaQuin may ask right now. | Google's rate limit. | It clears itself within minutes. |
Locations
| What you see | Meaning | What to do |
|---|---|---|
| Amber: Google hasn't verified this location yet, so replies can't be posted. | Verification is pending or was never done. | Verify at business.google.com (see Setting up your Google Business Profile). |
| Amber: Someone else claims this listing on Google. | An ownership conflict on Google. | Resolve it at business.google.com; Google guides you through requesting access. |
| Amber: Google has suspended or disabled this listing. | The profile broke a Google policy or looked like a duplicate. | Follow Google's instructions on the profile. |
| Your plan covers N locations. Leave another one out, or move to a larger plan. | More locations than the plan covers. | Untick one, or move up a plan. |
Replies
| What you see | Meaning | What to do |
|---|---|---|
| Google says that item no longer exists. / This review is no longer on Google. | The customer deleted the review, or Google removed it. StellaQuin takes it out of your list. | Nothing. |
| Rejected by Google badge | Google's check refused the reply, usually for a phone number, a web address, or filtered language. | Edit the reply and post again. |
| Waiting on Google's check for a long time | Google is slow to review replies at times. | Wait; it clears on its own. |
| Google allows replies up to 4,096 bytes; this one is longer. | Too long. | Shorten it; around 320 characters reads best. |
| Replies to N-star reviews and below at … are approved first. Use Send for approval. | The location's approval rule covers this review. | Press Send for approval. |
| Careful mode: this reply repeats the reviewer's name (…) and similar | Careful mode found something a reply there may not contain. | Change the words it names (see Careful mode). |
| Viewers can read reviews but not reply. | Your role is viewer. | Ask an admin to make you a location manager. |
| That review is no longer in the last 30 days, or belongs to a location you don't look after. | A link from an email points at a review you can't see now. | Nothing to do; older reviews are on Google. |
| What you see | Meaning | What to do |
|---|---|---|
| No alert arrived for a new review | Your alert settings don't include that rating at once, you don't see that location, or it was found when the location was first connected. | Check Email alerts… under your name, and your locations under Managers & approvals. |
| This StellaQuin doesn't send email yet; ask your organization's owner for a reset link. | Email isn't set up on this installation. | An admin presses Reset link on the Team page and sends it to you. |
| The invite or reset link says it expired or was used | Links work once and for 7 days. | Ask for a new one. |
Signing in
| What you see | Meaning | What to do |
|---|---|---|
| That email and password don't match. | One of them is wrong. | Try again, or Forgot your password? |
| Too many attempts. Try again in 15 minutes. | Repeated wrong passwords from your connection. | Wait, then try again. |
| A two-factor code is refused | The code expired, or your phone's clock is off. | Use the newest code; set the phone's time to automatic; or email me a code instead; or a recovery code. |
| Locked out, no phone, no recovery codes | The owner removes your two-factor from the Team page. If you're the owner, contact support. |
The AI advisor and connected systems
See the messages tables in The AI advisor and Connected systems.
Still stuck
Write to [email protected] with what you were doing, what you saw, and roughly when. Nothing about your reviews needs to be in the email; the Activity log tells us what happened when.