Security and acceptable use

Keeping your account secure

Use a unique password. Your FeedbackRobot account connects to your review platforms — reused credentials put more at risk here than on an average account.

Give people their own logins. Sharing one account between staff means you can’t tell who did what, and you can’t remove access when someone leaves without disrupting everyone. Seats don’t cost extra, so there’s no reason to share.

Remove access promptly. When someone leaves, remove their access the same day.

Review connected sources periodically. Check that the platforms connected to your workspace are ones you still use and still control.

Credentials and API keys

If you use API access, treat keys as passwords:

• Never commit them to a public repository
• Never paste them into a support ticket, chat, or email — including to us; we will never ask for one
• Rotate them if you suspect exposure
• Use separate keys for separate systems, so one can be revoked without breaking everything

→ Using the API

What the platform may be used for

In short: collect feedback from your own customers, about your own business, with their knowledge.

Not permitted:

• Sending surveys to people who have no relationship with your business
• Using it to generate, solicit or manipulate fake reviews
• Impersonating another business
• Collecting feedback you present as being about someone else
• Anything that breaches the terms of a connected review platform

That last one is worth emphasising. Review platforms have their own rules about how businesses may solicit and respond to reviews. Breaching them can get your listing penalised, which is a much bigger problem than anything happening in this product.

Review platform rules worth knowing

• Don’t incentivise positive reviews specifically. Asking for a review is fine on most platforms; offering a reward for a good one is not, and is grounds for removal.
• Don’t review-gate. Asking only happy customers for public reviews while diverting unhappy ones violates several platforms’ policies.
• Don’t post reviews as your customers. Obvious, but it happens.

FeedbackRobot’s default flows are designed to stay inside these rules.

Reporting a security problem

If you believe you’ve found a vulnerability or your account has been accessed without authorisation, contact us immediately and we’ll investigate.

Terms

The full legal terms are in our Terms of Service, which govern the contractual relationship. This article covers practice rather than replacing them.