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Trustaroo FAQ: common questions

Short answers to the questions customers ask most, grouped from the whole product. Each answer links onwards through the related guides at the bottom of the page, and every topic here has a full guide of its own.

What does Trustaroo actually do?
Trustaroo gives each of your locations a review page with a short link and a QR code. Customers rate their experience from 1 to 5 stars, high ratings are sent on to a public review platform such as Google or Trustpilot, and low ratings become private feedback you can read and act on.
Do I need a website to use Trustaroo?
No. Your review page is hosted by Trustaroo and reached through a short link or a QR code, so you can run everything from printed material and messages.
Is there a free plan?
Yes. The free plan includes up to 2 active locations, QR codes, short links, the printable PDF, the Apple Wallet pass, the review filter, private feedback, the review table and the core dashboard metrics.
What does Trustaroo Premium unlock?
Premium removes the location limit and adds email automation, review page branding with your own logo and copy, and the review requests and response rate tiles on the dashboard.
How much does Premium cost?
The current price and billing interval are shown in the Subscription panel of your settings before you subscribe. Payment is handled by Stripe.
How do I cancel my subscription?
Open the Subscription panel in settings, choose Manage Subscription to open the Stripe billing portal, and cancel there. You can also update your payment method and download invoices in the same place.
Where do I find my invoices?
In the Stripe billing portal, which opens from the Manage Subscription button in the Subscription panel. Trustaroo does not store your card details.
What happens to my locations if I cancel?
You return to the free limits, so at most 2 locations stay active, and automation and branding stop. Nothing you already collected is deleted.
What does the Past Due status mean?
Stripe could not collect a payment. Update your payment method in the billing portal and the subscription returns to Active.
Does the QR code ever expire?
No. A location keeps the same short link and QR code, so printed material stays valid as long as the location is active.
Can two locations share one QR code?
No. Every location has its own short link so that scans, ratings and settings stay separate. Reusing one code across sites would merge their numbers.
How large should I print a QR code?
At least 2 by 2 centimeters for something held in the hand, 3 to 4 centimeters for a table talker, and 6 centimeters or more for a poster read from a distance. Always print the downloaded file rather than a screenshot.
What is the review filter?
A routing rule. When it is on, a rating at or above your star threshold sees a button to your public review page, and a rating below it sees your private feedback form instead. When it is off, nobody is asked to rate and every customer goes straight to your public review page.
Does the review filter hide bad reviews?
No. Trustaroo cannot edit or delete anything on a public platform, and any customer can still review you there directly. The filter only decides which page they see on your own review flow.
Is the review filter allowed by Google?
The Google review policies prohibit review gating, which means soliciting reviews only from customers you expect to rate you well. Ask every customer, use private feedback to fix problems rather than to suppress criticism, and consider running with the filter off or with a low threshold.
Which star threshold should I choose?
A low threshold such as 2 or 3 sends the broad middle of your customers to the public platform and routes only clearly negative experiences to feedback. A threshold of 5 routes everything except perfection away, which is the configuration platforms object to most.
Where are happy customers sent?
To the review page URL you set on your business profile, or to the URL a specific location overrides it with. That is usually a Google Business Profile or Trustpilot review form, but any review platform URL works.
Why was a customer not redirected to Google?
Usually one of four reasons: the review page URL is empty or points at a listing instead of a review form, the rating was below your threshold, the review filter is off or on in a way you did not expect, or the location overrides the business default.
Does Trustaroo import my existing Google reviews?
No. Trustaroo never reads or imports public reviews. Your dashboard shows the ratings and feedback collected through your own review pages.
Why does my Trustaroo count differ from my Google count?
They measure different things. Trustaroo counts ratings given on your review page, while Google counts reviews published on your profile, including people who found you without your link. Neither number is wrong.
What is the difference between a scan and a review?
A scan means somebody opened your review page. A review means they actually selected a rating. People can open the page and leave without rating, so the two numbers are never equal.
Can I reply to private feedback from inside Trustaroo?
Trustaroo records the feedback so you can read it, but it does not send replies for you. Follow up through your own email or phone, using the contact details you have for that customer.
Do customers need an app or an account?
Not to rate you. A phone camera and a browser are enough. Posting a public review afterwards does require an account on the platform, such as a Google account, which happens on that platform rather than in Trustaroo.
Can I ask for reviews by email?
Yes, with Premium. Email automation lets you build a sequence of review request emails with delays, and Trustaroo either sends them for you or forwards them to Zapier so you send from your own service.
Which variables can I use in automation emails?
The email body accepts customer_name, business_name, review_url and step_number as variables. Any other variable name is rejected when you save the step.
How quickly are automation emails sent?
Trustaroo checks for due emails every 15 minutes, so allow up to a quarter of an hour after a delay expires before treating an email as missing.
Why did a customer stop receiving reminders?
Leaving a rating unsubscribes that contact from the sequence automatically, which is intended. Completed and unsubscribed contacts are skipped.
Do I need Zapier to use Trustaroo?
No. Zapier is optional and only relevant to premium email automation, either to push contacts into the queue or to send the emails through your own provider.
Is Trustaroo available in Dutch?
Yes. The app is available in English and Dutch, switched from the language selector in the account menu, and the printable PDF and Apple Wallet pass are available in both languages too.
Does the Apple Wallet pass work on Android?
The pass is an Apple Wallet file, so it is added to Wallet on an iPhone. Android customers can use the QR code or the short link instead.
Which paper sizes does the printable PDF support?
A4, Letter and A5, in English or Dutch. You choose both in the download dialog.
How do I give a colleague access?
Trustaroo does not currently expose an add-user control, so colleagues sign up themselves and confirm their email address. Once they exist you can adjust their roles on the Users screen if your role allows it.
How do I change my password?
Open the Security panel in settings, enter your current password and a new one, and choose Change. You can change your password twice within 24 hours.
I forgot my password. What now?
Use the forgot password link under the sign-in form. Trustaroo emails you a single-use reset link that lets you set a new password.
Can I put my own logo on the review page?
Yes, with Premium. Free accounts use the default Trustaroo logo and wording on the public review page.
What does the Link not found page mean?
Trustaroo received a review link it cannot match to a location. The usual causes are a mistyped or truncated link, or printed material from a location that is no longer active.

Not answered here?​

Every subject above has a full guide. Start from the troubleshooting section for a specific problem, collecting reviews for the material you hand to customers, or getting started if you are setting Trustaroo up for the first time.