Fixing a review source that stopped syncing

Connections break occasionally. It’s usually mundane and takes a minute to fix — but it’s worth fixing quickly, because a disconnected source means reviews arriving with nobody watching.

How you’ll know

A source that’s stopped syncing shows its status in your workspace, and you’ll be notified. The other tell is silence: if a platform that normally produces a few reviews a week has produced none for a fortnight, check the connection rather than assuming a quiet spell.

Why it happens

Password or account changes. The most common cause by far. Changing your Google or platform password invalidates the existing authorisation.

Expired authorisation. Some platforms expire access tokens on a fixed schedule regardless of activity. Nothing is wrong; it just needs renewing.

Permission changes. If someone removed your account’s access to the business listing — common when staff change — the connection loses its rights.

Listing changes. If the business listing was merged, moved, renamed, or re-verified on the platform’s side, the connection may point at something that no longer exists.

Platform-side outages. Occasionally the platform is simply down. These resolve themselves.

Reconnecting

Open the source in your connections area and re-authorise it. You’ll usually be asked to sign in to the platform again and confirm access.

Reconnecting doesn’t lose anything. Your review history, past replies, and resolutions all stay. The connection is just the pipe.

What about reviews posted while it was down?

They’re picked up on the next successful sync. You won’t lose them — but you will have responded late, which is the real cost.

If a gap was long, it’s worth skimming what arrived rather than letting the agent auto-reply to a month of backlog at once. Context has moved on.

If reconnecting doesn’t work

1. Confirm you can sign in to the platform directly, in a browser.
2. Confirm your account still has admin or manager rights on the listing.
3. Confirm the listing is still published and hasn’t been merged into another.
4. Try removing the connection entirely and adding it fresh.

If none of that works, contact us with the platform name and a link to your listing. Some platforms have quirks specific to certain business types and we can often see the cause from our side.