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epicSnap Troubleshooting

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Experiencing an issue?

Most epicSnap issues are caused by simple setup, timing, or visibility settings and can usually be resolved in just a few minutes.

Find your issue below and follow the recommended steps.

Getting Started #

Why can’t I sign in to the Mobile Web App? #

If you can’t sign in, it’s usually related to your Shop Phrase or sign-in details.

Check the following:

  • Your Shop Phrase is correct.
  • There are no extra spaces before or after your Shop Phrase.
  • You’re signing in using the correct Shop Phrase for your store.

Learn more:

Why don’t I see orders in the Mobile Web App? #

If your Inbox is empty, your store is most likely using Autopilot.

In Autopilot mode, review requests are handled automatically, so synced orders won’t appear in the Mobile Web App Inbox.

If you’d like to manually send review requests, switch your store to Manual setup.

Learn more:

Review Requests #

Why aren’t review requests being sent? #

Review requests are usually delayed because of a setup or timing issue.

Check the following:

  • Your preferred review request setup (Autopilot or Manual) is enabled.
  • You’ve completed your review request setup.
  • The selected sending delay has already passed.
  • The customer hasn’t unsubscribed from review emails.
  • Email sending is enabled.

Learn more:

Why didn’t my customer receive the review request email? #

Review request emails may not arrive for several reasons.

Check the following:

  • The customer’s email address is correct.
  • The customer checks their Spam or Promotions folder.
  • The customer hasn’t unsubscribed from review emails.
  • Your sender settings are correct.

Learn more:

Why are scheduled review requests not being sent? #

Scheduled review requests may not be sent if they weren’t scheduled successfully or were interrupted before completion.

Check the following:

  • The review request appears in the Scheduled tab.
  • The correct delay was selected.
  • You waited for the success confirmation before leaving the screen.
  • Your internet connection was stable while scheduling.

Learn more: Scheduled

Why is my review request taking longer than expected? #

Autopilot review requests are sent based on the schedule you selected during setup.

Check the following:

  • The correct order status is selected.
  • The selected sending delay has already passed.
  • The order has reached the required status or eLocal delivery date.

Learn more: Setup

Why can’t I attach images to review requests? #

Photos can only be included when sending review requests using Manual setup through the epicSnap Mobile Web App.

If your store is using Autopilot, switch to Manual before sending your review request.

Learn more:

Why isn’t my camera working? #

Camera issues are usually caused by browser or device permissions.

Check the following:

  • Camera access is allowed in your browser.
  • Camera permission is enabled on your device.
  • Refresh the page and try again.

If you’re using an iPhone, make sure Safari has permission to access your camera.

If you’re using Android, check your browser’s camera permissions.

Why didn’t my customer receive a reminder email? #

Reminder emails are only sent when Reminder Emails are enabled and the customer hasn’t already submitted a review.

Check the following:

  • Reminder Emails are turned on.
  • The customer hasn’t already left a review.
  • The reminder schedule has already been reached.

Learn more: Setup

Reviews #

Why aren’t my reviews showing on my website? #

This is usually caused by widget settings or review visibility.

Check the following:

  • Your review widget has been added to your website.
  • Reviews are set to Show.
  • Your widget has been saved and published.
  • The number of reviews to display is greater than zero.

Learn more:

Why aren’t customers being redirected to my Google Reviews page? #

Customers can only be redirected if you’ve added your Google Reviews link in epicSnap.

Check the following:

  • Your Google Reviews link has been added.
  • The link is correct.
  • Your changes have been saved.

Learn more: General Settings

How can I get more customer reviews? #

If you’re receiving fewer reviews than expected, try improving your review request strategy.

Consider the following:

  • Send review requests 1–3 days after delivery.
  • Turn on Reminder Emails.
  • Personalize your emails using Merge Tags.
  • Update your subject line to encourage more opens.

Learn more:

Email Templates #

Why aren’t my email template changes showing? #

If your changes aren’t appearing, check the following:

  • You’ve clicked Save after making changes.
  • You’re editing the correct email template (with image or without image).
  • You’ve tested the latest version using Send Test Email.

If needed, wait a few minutes and try again.

Learn more: Emails Being Sent

Still Need Help? #

If the issue continues after trying the steps above:

  • Review your epicSnap setup.
  • Test a Manual review request using your own email address.
  • Contact our Support Team for additional assistance.

You can also:

  • Chat with our AI Support Assistant for quick guidance.
  • Submit a support request through our Contact Support page.
  • Email us at support@epicshops.com.

We’re here to help you get the most out of epicSnap.

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