Review request emails not arriving
If contacts are being added but no email lands in an inbox, the cause is nearly always one of seven things. Work down this list in order; each check takes under a minute.
Automated review request emails require Trustaroo Premium. On the free plan the automation panel is locked and no emails are sent at all, which is the first thing to rule out.
1. Automation is switched off
Open Automation and look at General Settings. Enable automation has to be on. The hint under it is explicit: when enabled, contacts added through the webhook automatically receive review request emails. Turn it on and choose Save Settings.
Contacts added while automation was off stay in the queue. They are picked up once it is on again, subject to their delays.
2. The contact never reached the queue
Open the Contacts Queue panel. If the customer is not listed, nothing was ever going to be sent, and the problem is upstream in whatever adds contacts.
Check that your Zap or your own integration calls the inbound webhook with the correct secret header, and that it ran at all. A queue that says there are no contacts yet means no request reached Trustaroo.
3. The delay has not elapsed yet
Each step in Email Sequence has a Delay (days) value counted from the previous step, or from the moment the contact entered the queue for the first step. A first step with a delay of one day sends nothing on the day you added the contact.
Compare Entered At in the queue with the delay on the step and check whether the send is genuinely due.
Trustaroo looks for due emails on a fifteen minute cycle rather than the instant a delay expires. Allow up to a quarter of an hour after the delay passes before treating a missing email as a fault.
4. The contact is unsubscribed
The Status column shows Pending, In Progress, Completed, Unsubscribed or Unknown. Unsubscribed contacts are skipped, and so are completed ones.
A contact is unsubscribed automatically when they leave a rating, which is the point of the sequence. Somebody reporting "my customer got no reminder" often means the customer already reviewed you, and Trustaroo correctly stopped emailing them.
5. The email arrived but is in spam
Review requests are transactional-looking mail sent to an address your customer gave you. Some providers still file them as promotional or junk. Ask the recipient to search their spam and junk folders and any tabbed inbox for your business name.
Repeated complaints about spam filing usually mean your subject lines read like advertising. Keep them short, specific and free of exclamation marks.
6. Zapier is selected but not wired up
Email Provider in General Settings has two options: Trustaroo sending the emails for you, or forwarding them to Zapier so you send from your own service. If Zapier is selected, Trustaroo does not send anything itself. It posts to the Zapier Outbound Webhook URL you entered.
When nothing arrives with Zapier selected, check in Zapier that the Zap is turned on, that its trigger URL matches the one in Trustaroo exactly, and that its task history shows incoming runs. A paused Zap or an exhausted task quota looks identical to Trustaroo not sending.
If in doubt, switch Email Provider back to Trustaroo sending, save, and see whether mail flows again.
7. The sequence has no steps
Email Sequence shows a message when no steps are configured. An empty sequence means there is nothing to send, however many contacts are queued. Add at least one step with a subject and body.
Add yourself as a contact with a step delay of zero days before you rely on a sequence. It is the only way to see the real subject line, the real sender and where the mail lands.