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Troubleshooting

The widget isn't showing on my site​

  1. Check the GTM container is published. Saving a tag in GTM doesn't push it live — you must click the blue Submit button in the top right.
  2. Check browser console. Open DevTools → Console. If you see Pay4Feedback: campaign not found, your data-campaign attribute is wrong. Copy the correct ID from the dashboard.
  3. Check CSP. If your site has a Content Security Policy, ensure script-src includes https://cdn.pay4feedback.com.
  4. Check you're not in incognito with tracking blockers. Some strict blockers (uBlock Origin with aggressive filter lists) can block the widget CDN.
  5. Check the trigger. If trigger is "time on page 30s", the widget won't show before 30 seconds. Look at the Network tab and confirm widget.js loaded.
  6. Check the campaign status. A PAUSED or DRAFT campaign won't serve submissions. Go to the dashboard and confirm status is ACTIVE.

The widget shows, but submissions don't appear in the dashboard​

  • Wait 5–10 seconds. Real-time appears quick but indexing adds a tiny delay.
  • Check the Network tab. Submit a test response and look for a POST to app.pay4feedback.com/api/widget/responses. 4xx responses indicate bad data; 5xx means server error — email us.
  • Check fraud filters. Your submission might be rate-limited. See Fraud Prevention.

Stripe declined my card at launch​

  • Check the card is active and in EUR-compatible region. Stripe supports most cards but some prepaid or corporate cards are blocked.
  • Check 3D-Secure. If your bank requires SCA, you'll see a popup — don't dismiss it.
  • Try a different card. If multiple cards fail, email support@pay4feedback.com with the last 4 digits — we can check our Stripe logs.

A user says they submitted but got no email​

  • Check the Feedback tab. Filter by email. If the submission isn't there, it wasn't received.
  • Check spam. Reward emails come from rewards@pay4feedback.com. Ask the user to check spam / promotions folder.
  • Check reward status. Auto-approve should be near-instant. In manual mode, if no reviewer has approved yet, no email is sent.
  • Check cooldown. If the user is in reward cooldown (default 10 days), they may submit but not receive an email.

Tremendous payout is stuck​

  • Check the audit log. Every payout has a Tremendous order ID and status.
  • Typical "stuck" states:
    • PENDING > 5 minutes → user hasn't clicked the claim link yet. Normal.
    • REJECTED → user chose a payout method we don't support for their country. They can re-claim.
    • FAILED → Tremendous-side issue. Opens a ticket automatically with us.
  • Escalate by emailing support@pay4feedback.com with the Tremendous order ID — we can escalate to Tremendous directly.

Quality scores are all lower than I expect​

  • Are your questions multiple-choice only? The scoring algorithm relies heavily on open-text. Multi-choice-only surveys cap around score 50.
  • Is your survey too short? One-question surveys tend to score lower because there's less signal.
  • Is your rejection floor too high? Default is 30. Some teams set it to 60 and wonder why everyone is rejected. Go back to 30 unless you have a specific reason.

I can't log into the dashboard​

  • Reset password at app.pay4feedback.com/forgot-password.
  • OAuth (Google/GitHub) stopped working? Clear cookies for app.pay4feedback.com and try again.
  • Email with reset link not arriving? Check spam. Reset emails expire after 24 hours.

Campaign shows DRAFT forever after I paid Stripe​

Webhook delivery occasionally fails. The dashboard has a 30-second fallback that polls Stripe directly — if you still see DRAFT after 2 minutes, hard-refresh the page. If it persists, email us with your campaign ID and Stripe session ID.

A reward was double-paid​

Shouldn't happen — we use idempotency keys on Tremendous orders. If you spot one, email support@pay4feedback.com with the response ID immediately. We audit and issue a credit.

GDPR data subject request​

A user wrote to you asking for their Pay4Feedback data to be deleted?

  1. Go to Settings → GDPR → Schedule Data Erasure.
  2. Paste the user's email into the input and click Schedule deletion.
  3. Confirm the warning dialog.
  4. A 7-day scheduled deletion appears in the Pending & Completed Requests list below. During this window you can cancel if the request was submitted in error.
  5. On day 7, all linked data (feedback responses, consent records, widget sessions, reward claims) is anonymised automatically. The action is written to the Audit Log with reason code GDPR_ERASURE.

For export requests (Art. 15), look the participant up by ID under the existing Data Subject Requests API — or email support@pay4feedback.com with the user's email and we'll handle it.

On Starter plan, email privacy@pay4feedback.com and we'll generate the export for you.

Still stuck?​

Email support@pay4feedback.com with:

  • Your tenant ID (Settings → General → the UUID at top).
  • Campaign ID (if relevant).
  • Steps to reproduce.
  • Browser + OS.
  • Screenshot / video if UI-related.

Response targets: Starter best-effort, Growth 24 business hours, Enterprise 4 business hours.