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Get help with GoodRep

Billing, account, sync issues, and step-by-step troubleshooting. For product basics (what GoodRep is, platforms, trial, features), start with the FAQ.

New to GoodRep? Follow the short marketing overview. When signed in, use the in-app getting-started guide for the full playbook: connect Google, sync, and reply in one place.

Contact us

For billing, technical issues, or feature requests, email us at support@goodrep.io. We typically respond within one business day.

Frequently asked questions

Getting started

How do I connect Google Business Profile?

From your dashboard, click "Connect Google." You'll be redirected to sign in with the Google account that manages your business profile. Select the location(s) you want to sync, then return to GoodRep. After connecting, use "Sync now" to pull in your locations and reviews. For Google, Google's APIs only return reviews after the Business Profile location is verified (postcard, phone, or other method in Google Business Profile), unverified listings may sync as a location but show no reviews yet.

Why aren't my reviews syncing?

Make sure you've connected Google, Facebook, or added your Yelp business, and that you've run a sync. For Google, reviews are only available via Google's API when the Business Profile location is verified; if the listing isn't verified yet, you may see the location but not reviews. Other platforms may delay data, try syncing again later. If it still looks wrong, contact support.

How do I find my correct Yelp business URL?

GoodRep needs the public link to one Yelp listing: the page that shows only that business (name, address, reviews, photos), not Yelp search results.

  • Yelp for Business (best): Sign in at biz.yelp.com, open your location, and use the link that opens your public Yelp page (wording varies: e.g. "View on Yelp" / "See your page"). When the correct page loads, copy the URL from the browser address bar. It should look like yelp.com/biz/your-business-name-city.
  • Search on Yelp: On yelp.com, search your business name and city. Click the result that is clearly your storefront, then copy the URL. If Yelp sends you to a list of results instead of one page, your old link may be wrong, the listing may have moved, or there may be duplicate listings. Pick the active page you manage.
  • In the Yelp app: Open your business page → Share → copy link (usually the same /biz/ format).

Paste that full URL (or only the part after /biz/) into GoodRep. If a URL always opens search instead of your page, don't use that link. Get the canonical URL from Yelp for Business or by opening the listing from search as above.

Medical, dental, and med spa: where should we start, and which review platforms are connected?

Start from https://www.goodrep.io/for/medical-practices, https://www.goodrep.io/for/dental-practices, and https://www.goodrep.io/for/med-spa. GoodRep connects Google Business Profile, Facebook, and Yelp in the dashboard. Patients also use health-specific directories and communities such as Healthgrades, Zocdoc, and RealSelf; those surfaces are not synced in GoodRep today. See https://www.goodrep.io/blog/med-spa-aesthetics-reviews-strategy for a concise overview. Teams using the GoodRep repository for internal workflows can follow docs/health-reviews-playbook.md.

Billing

Where do I manage my subscription?

Go to the Billing page in your dashboard. From there you can view your plan, update payment method, or manage your subscription via the Stripe customer portal.

How do I cancel my subscription?

Open Settings, then Billing, then Cancel subscription. Your account stays active until the end of your billing period. Month-to-month, no cancellation fees.

Automation & reviews

How do AI reply drafts work?

In the Reviews page, click "Suggest reply" on any review to generate an AI draft. You can edit it before copying or approving. Set your brand voice in Account to guide the tone. With auto-draft enabled in Automation, new reviews get drafts automatically after each sync.

How do I get my Google review link?

Go to Automation → Review request links. For Google locations, you'll need to add your Google Place ID. Find it from your Google Maps business URL (the part after "place_id="). Paste it into the field and save to get your direct review link.

Hospitality teams: daily workflow for Google, Facebook, and Yelp

Start each morning inside the dashboard with Reviews → Needs a reply first so low-star mentions stay visible before chronological noise from happy guests alone.

Automated digests and bell notifications reuse deep URLs shaped like /app/reviews?review=plus the review identifier so hospitality leads can approve tone from their phone.

Yelp often still prefers public replies pasted on Yelp. Draft in GoodRep, finish publicly on Yelp, then mark the workspace as replied so SLA math mirrors how guests perceive you.

Maintainership note: verbatim partner checklist mirrors docs/hospitality-reviews-playbook.md in source control.

Analytics

How do I read my analytics?

Go to Analytics in your dashboard. You'll see rating trends, response rate, unanswered counts in the window, median and p90 response times beside the average, weekday volume buckets in UTC per publish time, per-platform timings, competitor comparisons for Google benchmarks, and review volume over the last 12 weeks. Download a PDF report for sharing or records.

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