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Technical reference

Troubleshoot common problems

Check the right business and connection details before making risky changes or repeated retries.

9 min read · Written for business teams
In plain English

Troubleshooting starts by identifying exactly who, which business, which location, which feature, and what time was affected. This avoids fixing the wrong problem.

Business result

Teams resolve issues faster, preserve useful evidence, and avoid causing duplicate work or exposing private information.

Best for

Managers, administrators, support teams, and technical operators investigating a failed or missing action.

Start with five simple checks

  1. 1

    Confirm the scope

    Write down the user, business, location, review, feature, and approximate time affected.

  2. 2

    Read the visible status

    Check whether Acerite says Active, Waiting, Needs attention, Paused, or Disconnected.

  3. 3

    Check the last successful activity

    A recent successful sync or reply helps separate a new problem from an incomplete setup.

  4. 4

    Capture safe evidence

    Save the visible error and request ID without passwords, tokens, recovery codes, or customer secrets.

  5. 5

    Retry only when appropriate

    Do not repeatedly reconnect or resubmit while an earlier action may still be running.

New Google reviews are missing

  • Confirm the review is publicly visible on the same Google location.
  • Check that the Google account connection is active.
  • Verify the Acerite location is mapped to the correct Google profile.
  • Review the last successful synchronization time and any Needs attention message.
  • Allow for Google publication and synchronization time before reconnecting.

An automatic reply was not sent

First confirm that Acerite received the review. Then check the reply mode, eligible ratings, scheduled delay, business context approval, Google reply access, AI permission, usage budget, and whether the draft moved to Needs attention. Any one of these controls can intentionally stop publishing.

Ask Acerite gave an unrelated or weak answer

  • Confirm the selected business, locations, and date range.
  • Ask one clear business question instead of combining many requests.
  • Check whether enough connected review evidence exists for the question.
  • Open the cited evidence and report the answer if it does not match the sources.

What to send support

Send the workspace name, affected location, approximate time, visible error, request ID, and the safe checks already completed to team@acerite.com. Never attach passwords, API keys, access tokens, recovery codes, or unmasked customer information.