It’s switched on but not sending

The header says “On, not sending” and there’s a line under the switch saying why. Fix that one thing and it starts.

The screen says What to do
Start your free trial to send review requests Start the trial at the top of the Overview tab.
Tick the box under the switch to confirm who these go to Tick These only go to customers we’ve done a job for.
Connect your Google Business Profile on the Settings tab (or find your review link there) Set your review link.
Texts, emails and WhatsApp are all off Turn one on under How requests are sent on the Settings tab.
ServiceM8 isn’t connected Our support team will help you reconnect.
Your last payment didn’t go through Update your card under Manage billing on the Settings tab.

Anything that was waiting to go while it wasn’t sending is cancelled, not held, so nobody gets a request days late.

What the statuses under Recent jobs mean

Status Meaning
Ask by text, 21 Oct, 17:05 Waiting to go at that time. A message waits for 09:00 if it’s due overnight.
Ask sent by text, 21 Oct Gone. “Nudge sent” and “Last message sent” read the same way.
…no tap yet The last message has gone and they haven’t opened the link. Nothing more goes.
Opened the review link, 20 Oct They tapped it. Reminders stopped. Check Google and tick them on the Sent tab.
Replied, 18 Oct. No more reminders They wrote back after the ask. Worth reading what they said.
Reviewed, 21 Oct, thank-you sent Ticked as reviewed, and thanked.
Not sent: No Review badge The job or client has the badge.
Not sent: they asked not to be contacted They opted out.
Not sent: texts switched off, or emails switched off The way it would have gone is turned off on the Settings tab.
Not sent Stopped for another reason, such as Reviews being switched off or the nudge being turned off.
Couldn’t send. Check the mobile number on the job ServiceM8 refused it, usually because of a wrong number. Correct it in ServiceM8 so the next request reaches them.
May not have sent (connection dropped). Not retried, so never sent twice We couldn’t tell whether it went. Check the job diary.

A customer wasn’t asked

Work down this list:

  1. Was the job marked Completed after you switched Reviews on? Earlier jobs aren’t asked about. Use the button on the job.
  2. Was it more than seven days ago? Jobs completed longer ago aren’t picked up automatically.
  3. Does the job or client card have the No Review badge?
  4. Is there a mobile or email? A landline in the mobile field doesn’t count. The job has a note if this was the reason.
  5. Were they asked or did they review recently? See asking again.

The Last 30 days card on the Overview tab counts how many weren’t asked because of the badge, a recent ask or review, or no mobile or email.

The screen says it has timed out

“This screen has timed out. Close it and open Reviews again.” The window from ServiceM8 lasts half an hour. Close it and open Reviews from the ServiceM8 menu. Anything you hadn’t saved needs entering again.

WhatsApp isn’t being used

See sending by WhatsApp. Until WhatsApp approves your three messages, every request goes by text, which is expected.

Still stuck

Email support@servicehq.co.uk with your business name and the job number. We reply within one working day.