Most problems on TrustRating have a known cause and a two-minute fix. This guide collects the issues our support team sees most often, with the exact steps that resolve them. Work through the section that matches your symptom; if you get to the end of it and the problem persists, the last section tells you how to hand it to a human with everything they need.
Keep one general principle in mind as you troubleshoot: TrustRating leans heavily on email — verification, sign-in links, ticket replies, invitations. If your symptom involves something "not arriving," the email delivery section below applies to all of them.
Can't sign in
Forgotten password. Use Forgot password on the login page. A reset link is emailed to you; open it, set a new password, and sign in. Reset links are single-use and expire quickly — if yours is dead, request a fresh one rather than retrying the old link.
"This sign-in link is invalid or expired." Magic sign-in links are one-time and short-lived by design. Two common culprits: the link was already consumed (some email apps and security scanners pre-open links, which uses them up), or you clicked an old email instead of the newest one. Request a new link and open it directly in your browser, from the most recent email.
Activation link problems. If a colleague added you to a business and your activation email's link has expired, do not ask them to re-invite you — just use Forgot password on the login page with your email address. It issues a fresh link that lets you set your password.
Suspended account. If you see a suspension notice when signing in, the account was restricted for a guideline violation. The notice explains the appeal route — that is the only path, so follow it rather than creating a second account, which itself violates the rules.
Emails not arriving
Whether it is a verification email, sign-in link, password reset, or ticket reply, the checklist is the same:
- Check spam and junk folders, and in Gmail check the Promotions and Updates tabs.
- Confirm the address. A surprising share of "missing" emails were sent to a typoed address. Re-enter your email carefully and request again.
- Wait a few minutes. Delivery is normally near-instant, but greylisting on some mail servers delays first-time senders.
- Corporate address? Company mail gateways quarantine automated mail aggressively. Ask your IT team to allow mail from the TrustRating sending domain, or test with a personal address to isolate the problem.
- Still nothing? Contact support from a working address, tell them the affected address, and the team can check the delivery logs directly.
Your review isn't appearing
You submitted a review and it is not on the company profile. Almost always, this is not a bug — it is the integrity pipeline doing its job. Every review passes automated checks, and some are held for human moderation before publication: first reviews from brand-new accounts get extra scrutiny, and anything that trips a fraud signal waits for a moderator. Holds usually clear quickly, and you will be notified either way. What you should do: verify your email address if you have not (unverified accounts are held more often), and wait rather than resubmitting — duplicate submissions look like spam and slow everything down. The full pipeline is explained in what happens after you submit a review.
Can't claim a company
"This company is already claimed." Someone else — a colleague, a predecessor in your role, or in rare cases someone without authority — controls the profile. First ask internally; the claim often belongs to a co-worker. If you believe the claim is illegitimate, contact support with evidence that you represent the company and the team will investigate ownership.
Verification failing. Claims are verified against the company, most robustly through domain verification: proving you control the company's website domain. If verification keeps failing, the usual causes are verifying from a personal email address instead of one at the company's domain, or DNS records that have not propagated yet — DNS changes can take a while to become visible, so wait before retrying. The step-by-step guides for claiming your company and verifying your domain cover each method in detail.
Widget not rendering on your site
An embedded review widget that shows nothing usually comes down to one of four things:
- Plan status. Widgets are a paid-plan feature. If your subscription lapsed or your trial ended, widgets stop rendering — check your plan in the business panel first, and see managing billing and invoices if a payment failed.
- Snippet placement. The embed snippet must be pasted into your page exactly as copied from the panel, both the container element and the script. Re-copy it fresh — a truncated or re-formatted snippet (some page builders "clean up" HTML) is the top cause. The widget guide shows correct placement per platform.
- Script blockers. Ad blockers, privacy extensions, and strict cookie-consent setups can block third-party scripts. Test in a private browser window with extensions disabled; if the widget appears there, configure your consent manager to allow the widget script.
- Caching. If you just fixed the snippet, your site's page cache or CDN may still serve the old version. Purge the cache and hard-refresh.
Invitation emails not delivered
If customers report they never received your review invitation: check the invitation's status in your panel (bounced addresses are marked — a bounce means the address itself is wrong or rejecting mail), ask the customer to check spam, and confirm the address you imported was correct. Sending invitations promptly after a purchase also helps — recent customers recognize the sender and are less likely to ignore or report the email, which protects your future deliverability.
Billing: card declined
A failed renewal does not cut you off instantly — there is a grace flow with retries and email warnings — but act promptly:
- Check the basics: card expiry, available balance, and whether your bank blocked the charge as "unusual." A quick approval in your banking app fixes many declines.
- Update the card in your billing settings, then retry the payment from the open invoice.
- International charges: some cards block foreign or online transactions by default; your bank can unblock these categories.
- If the charge keeps failing with a healthy card, contact support with the invoice ID from your billing history.
TWallet balance not updating
Topped up your TWallet but the balance looks unchanged? Payment confirmation is not always instant — bank and crypto payments in particular can take time to settle, and your balance updates when the payment provider confirms, not when you click pay. Refresh after a few minutes before assuming a problem. If a payment shows as completed on your provider's side but the balance never arrives, contact support with the payment reference. How the wallet works, including what it can pay for, is covered in understanding TWallet.
Profile changes not showing
You edited your company profile — new logo, updated description — but the public page still shows the old version. Public pages are cached for speed, so changes can take a little while to propagate; your browser adds its own layer of caching on top. Hard-refresh the page (Ctrl+Shift+R, or Cmd+Shift+R on a Mac) or check in a private window. If the change is still missing well after that, confirm the edit was actually saved in your panel — a validation error on save is easy to miss — and then contact support.
When self-service fails
If you have worked through the relevant section and the problem is still there, stop burning time and write in — see getting help from support for the channels. Bring the evidence your troubleshooting produced: what you tried, exact error messages, screenshots, the affected email address or company URL, and invoice or payment references for billing issues. A ticket that says "I followed the troubleshooting guide, here is what I found at each step" is the kind that gets solved in a single reply.