If your review invitations aren't sending or are stuck in your Invitation History, work through the checks below in order. Most issues fall into one of four categories: account configuration, email limits, platform triggers, or paused invitations.
Step 1: Check your Invitation History status
Go to your dashboard and open Invitation History. The status column tells you where to look:
Status | What it means | What to do |
In Progress | Invitations are queued but not yet sent | Check whether email sending is paused or your monthly limit has been reached (see Steps 2 and 3) |
Paused | Sending has been stopped for this invite | Hover over the Paused status to see the reason — see Step 4 for common causes |
Sent | Invitation has been delivered | If the recipient hasn't received it, ask them to check their Spam/Junk folder |
If invitations aren't appearing in Invitation History at all, skip to Step 5 — the issue is likely with your platform trigger or email template setup.
Step 2: Check that invitation sending is not paused
Email sending can be paused at the account level. If it is, all queued invitations will stay In Progress until sending is manually resumed. Check your invitation settings to confirm sending is active.
Step 3: Check your monthly email limit
If you've reached your monthly email limit, sending is automatically paused until your limit resets or is upgraded. Any invitations that were queued before the limit was hit will still be sent once the limit is updated — they won't be lost.
Trial accounts are limited to 5 invitations regardless of plan. If you're on a trial, this may be the cause.
Step 4: Why is an invite showing as Paused?
Hover over the Paused status in Invitation History to see the specific reason. The most common causes are:
Manually paused — An account admin paused this invitation directly. No error message will show on hover when this is the case. Resume it from Invitation History.
Unsubscribed — The recipient has opted out of receiving emails. Due to GDPR, invitations to unsubscribed contacts cannot be sent. The recipient can contact support@reviews.io directly to resubscribe if they wish — you cannot opt them back in on their behalf.
Dynamic Link interaction — If the customer clicked your Dynamic Link, the system automatically pauses any pending email invitations for that order.
Overdue invitation — Invitations that have been in the queue for more than 4 weeks past their scheduled send date will not be sent automatically. Try editing the invitation to update the send date, or create a new invitation using Quick Invite.
Step 5: Check your email template is active
Invitations are sent based on whichever template is active at the time of sending. If no template is active, no emails will be delivered (unless you're using a Flow). Confirm you have an active template set up under your email template settings.
If you're using an HTML template, check that the correct CTA link parameter is included in the code:
Company review: [merchant.link]
Product review: [product.link]
Combined review: [combined.link]
Note: the Dynamic Link cannot be used as the CTA link in an HTML template.
Step 6: Check your platform trigger
Invitations are queued when an order reaches a specific status in your eCommerce platform. If your orders aren't reaching that status, no invitations will be queued. The trigger varies by platform:
Platform | Required order status |
Shopify | Fulfilled (configurable — check your Shopify setup page in the dashboard) |
WooCommerce / WordPress | Completed |
BigCommerce | Shipped |
Magento | Shipped |
Prestashop | Shipped |
Shopware | Completed (configured automatically via the plugin) |
Neto / Marapost | Dispatched |
SquareSpace | Fulfilled |
EKM | Complete |
If you're not using an eCommerce platform integration, you can automate invitations via API or BCC, or send them manually using Quick Invites or Review Booster.
Step 7: Check Shopify marketing consent settings (Shopify only)
If invitations are being skipped for a large number of customers despite correct setup, check whether the Require Marketing Consent toggle is enabled in your Shopify integration settings. When this is on, invitations are only sent to customers who have explicitly opted in to marketing communications in Shopify. If the majority of your customers have not opted in, this will silently block most or all of your invitations — no error or warning is shown in Invitation History.
Check and manage this setting from your Shopify integration page in the dashboard. If you want invitations sent to all customers regardless of marketing preference, toggle this setting off.
Step 8: Check for cumulative delay settings
If orders are not appearing in your Invitation History at all — rather than showing as In Progress — delays may be stacking across multiple settings. Custom Country Settings add a per-region sending delay on top of any delay already configured in your Flow. For example, if your Flow has a 7-day delay and Country Settings add a further 7 days for UK orders, invitations for those orders won't enter the queue for 14 days total.
To identify stacked delays, check your Flow delay settings and your Country Settings separately, then add the values together for each relevant region. You can manage both from the Flow and Country Settings pages in your dashboard.
Step 9: Check billing and domain verification
Two account-level issues can silently block all invitation sending:
Billing — Missed or expired payments will prevent invitations from sending. Ensure your payment details are up to date.
Domain verification — If your business domain is not email-verified, invitations cannot be sent. Check your dashboard homepage for a verification warning.
Still not working?
If you've worked through all the steps above and invitations still aren't sending, contact our support team. To help us diagnose the issue quickly, include:
The order ID(s) affected
A screenshot of the invitation status in Invitation History
Your eCommerce platform and integration method