When a review source stops syncing
What each sync status means, how to force a sync, and how to fix a failed source.
Sync statuses
Every connected source shows one of:
| Status | Meaning |
|---|---|
| Pending | Awaiting first sync |
| Syncing | Currently pulling reviews |
| Active | Synced and working |
| Failed | The last sync failed |
| Cooldown | Rate-limited — a manual sync isn’t available yet |
Forcing a sync
From Insights → Reviews, open Sync Review Source. You’ll see every source with its status, platform, review count and Last synced time, each with Sync Now.
If a source is in cooldown it shows Available in {h}h {m}m rather than a button. That’s a plan limit, not a fault — faster syncing is available on higher plans.
You can also sync a single source from its detail page.
Fixing a Failed source
There is no reconnect button. A failed source is fixed one of three ways:
1. Sync it again. Many failures are transient — the platform was slow or briefly unavailable. Try Sync Now first.
2. Edit the URL. From the source’s ⋯ menu choose Edit Source and check the Review Page URL still points at your live listing. This is the fix when a listing has been renamed, moved, or merged on the platform’s side.
3. Delete and re-add. Delete Source, then connect it fresh. Your existing reviews aren’t lost by deleting the source — but if in doubt, ask us before deleting.
Controlling sync frequency
Settings → Review Sync Settings controls how often FeedbackRobot pulls new reviews:
| Option | Availability |
|---|---|
| Manual only — sync when you trigger it | All plans |
| Daily — once every 24 hours | Paid |
| Hourly | Agent Advanced |
| Every 15 minutes — near real-time | Agent Enterprise |
Frequency matters more than it sounds. The window in which you can turn an angry reviewer around is short, and a negative review sitting unseen for three days does more damage than the review itself.
Resolution drafting window
On the same screen: Resolution drafting window — Reviews older than this threshold will be ignored when drafting resolutions.
Free is limited to 1 week. Paid plans extend to 2 weeks, 1 month, 2 months, 3 months, or All time.
This is worth checking after connecting a source for the first time. The initial sync pulls your whole history, but by default only the last week is eligible for a drafted response — so if you were expecting drafts for older negative reviews and didn’t get them, this setting is why.
If none of that works
Contact us with the source name and a link to your listing. Some platforms have quirks specific to certain business types and we can usually see the cause from our side.
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