---
title: Troubleshoot review requests and missing reviews in Infinity3
description: "Check the request, destination and connected review source to find where a problem has occurred. #### Check a request that hasn’t arrived 1. Open **Reputation** → **Requests**. 2. Find the customer’s request and review its status. 3. Check the recipient’s…"
url: "https://www.infinity3.co.uk/help/troubleshoot-review-requests-and-missing-reviews-in-infinity3/"
updated: "2026-10-08"
category: "Infinity3 Platform / Reputation & Reviews"
---

# Troubleshoot review requests and missing reviews in Infinity3

Check the request, destination and connected review source to find where a problem has occurred.

#### Check a request that hasn’t arrived

1. Open **Reputation** → **Requests**.
2. Find the customer’s request and review its status.
3. Check the recipient’s saved email address or phone number.
4. Review the initial delay in **Reputation** → **Settings**.
5. Check that the selected channel, sender and message template are configured.
6. Review the outbound message or sending error where available.

For email, check the receiving inbox’s spam folder during a controlled test.

#### Check the review link

Open the link from a test request. Confirm that it points to the correct business and review destination.

#### Check a missing review

1. Look for the review on the original platform.
2. Confirm the correct profile or Page is connected in Infinity3.
3. Clear filters in **Reputation** → **Reviews**.
4. Check for connection or permissions warnings.

If the review isn’t visible on the original platform, Infinity3 may have nothing to import yet.

#### Things to know

- A clicked request link does not prove that a review was submitted.
- Review platforms control publication and moderation.
- A request may be waiting for its configured send time.
- Check previous requests before trying again to avoid duplicates.

If the issue continues, contact Infinity3 with the customer, request time, review destination and any error shown.