Sync Not Working

Check Your Connection

1. Go to Platforms: verify your platform is listed under "Connected"
2. Check the "Last synced" timestamp. If it's very old, syncing may have stopped
3. Try clicking Sync Reviews manually

What Reviews & Comments Shows When It's Empty

When there is nothing to list, Reviews & Comments shows one card that says why, with one next step. The card names the platform; Google is shown here.

• Connect Google to see your reviews here: nothing is connected to this business yet. Press Connect Google, or Use Facebook and Instagram instead. If you already have listings but they are all switched off, the card says so and links to Listings. Teammates who can't connect platforms see Nothing is connected yet and who to ask.
• Importing: connected, and the first import is running. Your reviews appear on their own, and you don't need to stay on the page. After 30 minutes the badge changes to Taking longer than usual, and the import keeps going in the background.
• We couldn't import from Google: the first import stopped, either because Google needs reconnecting (press Reconnect Google) or because Dinopix couldn't tell which listing is yours (press Connect Google and tick the listing for this business).
• Your first Google import didn't finish: something went wrong on our side or Google's. It retries automatically, and there is nothing for you to do.
• No reviews yet: connected and imported, and nobody has left a review or comment yet. Last checked says when Dinopix last looked. New ones appear on their own.
• Waiting for your first forwarded review: ProductReview or Trustpilot is set up, and no review email has arrived yet. Reviews from before your Dinopix address started getting that platform's emails don't come across. That is true whether you added the address as a recipient in ProductReview or forward the emails to it with a mailbox rule.
• No reviews match these filters: the business has reviews, just none that match what you set. Remove a filter chip, or press Clear filters.

Token Expired

If your Facebook token expired, go to Settings > Connected Accounts and click Refresh Pages to re-authenticate.

For Google, the Google card on Platforms shows one of two messages:

• Google needs reconnecting. Its access was revoked or expired. Go to Settings > Connected Accounts and click Refresh Locations. Every location on that Google login gets its access back, and you don't need to assign your listings again.
• Last Google sync didn't finish. We'll try again automatically. Google or Dinopix had a passing problem. There is nothing to do: the next sync tries again by itself.

Google Needs You to Choose a Listing

If the Google card on Platforms says Google needs you to choose this place's listing, your Google login is fine and nothing needs reconnecting. Dinopix just won't guess which of your Google listings this place is.

A place is linked to a Google listing only when the match is clear: the listing has the place's Google place ID, it is the only listing your Google login can see, or it is the one listing with exactly the place's name. If none of your listings matches, more than one could, or the matching listing is already linked to another place, nothing syncs for that place until you choose.

1. With the business selected, open Listings, press Add, and press Connect Google on the Google row. If the first import stopped, the card on Reviews & Comments has the same Connect Google button.
2. Sign in with Google again.
3. On Which listings belong to your business, tick the listing for this place and press Add 1 listing to your business. If Dinopix asks whether it is the same place as one you already have, choose Same place as that place, then click Import.

The message on Platforms points to Refresh Locations in Settings > Connected Accounts, and that works too: sign in, then on Choose where these belong pick the business for the listing (or Same place as the place you already have) and click Import.

Large Page Sync

Pages with thousands of posts may take several minutes to sync. The sync toast will show "running in background" for long syncs. This is normal. Check back after a few minutes.

Instagram Comments

Instagram comment syncing requires an Instagram Business account linked to a Facebook Page via Meta Business Suite. Personal Instagram accounts are not supported.

TikTok Comments

• New comments arrive within a few minutes. TikTok tells Dinopix when a comment is posted, and Dinopix also checks your newest videos on a regular schedule for any it missed. There is no Sync Reviews button on the TikTok card because none is needed.
• "TikTok needs you to reconnect the account": access was removed in the TikTok app, or has not been used for a year. In Integrations > Platforms, choose Disconnect on the TikTok card, then connect the account again. Leave the delete option unticked and your imported comments are kept.
• Only comments on your own videos sync. Dinopix reads comments on the videos posted by the connected account. It does not connect to your TikTok advertising account, so comments on your ads are not brought in.
• Older comments are missing: the first import covers your most recent videos. Comments from then on are all captured.

See Connecting TikTok for the full setup.