Question 1

Does the physical product require a subscription?

Accepted Answer

No. Hardware and software are separate purchases. The permanent managed link belongs to the eligible product; platform capacity and advanced workflows depend on the active plan.

Question 2

Which NFC or QR product should I choose?

Accepted Answer

Choose by placement and customer moment: a card for flexible handover, a counter plate for a fixed checkout or reception point, and a larger display for visible multi-purpose engagement.

Question 3

Does Review Pilot filter negative feedback?

Accepted Answer

No. Every customer receives the same neutral route. Review Pilot does not hide, block or redirect people according to sentiment or rating.

Question 4

Which public website languages are available?

Accepted Answer

Public pages support English, German, French and Italian and select a supported browser language automatically. Customer and admin panels also provide their configured manual language controls.

Question 5

How do I activate a product?

Accepted Answer

Sign in, open Products, enter the secure five-letter activation code supplied with the product, assign the correct business and location, configure the destination and run the test.

Question 6

Can I change the destination after installation?

Accepted Answer

Yes, for eligible managed products. An authorised user can change the destination without rewriting the NFC chip or reprinting the QR code.

Question 7

Where can I find the activation code?

Accepted Answer

The secure five-letter code is supplied with the physical product. Keep it private until the product is assigned to the correct account and business.

Question 8

What should I check if NFC or QR does not open?

Accepted Answer

Test both NFC and QR with another compatible phone, confirm the product is activated and assigned, then verify that its managed destination is valid. Contact support with the product code if the issue continues.

Question 9

How is a business added on the Free plan?

Accepted Answer

The active Free plan currently allows 1 business connected through Google Business Profile. Manual business creation is not part of the customer workflow.

Question 10

Why can Google API access still be pending?

Accepted Answer

Google controls Business Profile API approval, permissions and availability. A successful Google sign-in confirms the account connection but does not by itself guarantee API access.

Question 11

When should I reconnect the Google account?

Accepted Answer

Reconnect when the panel reports expired or missing authorisation, the Google account changed, or the required permissions were removed. Reconnecting does not bypass Google API approval.

Question 12

Can I manage multiple businesses or locations?

Accepted Answer

Yes, when the active plan includes the required capacity. Each verified Google location should be matched to the correct business structure and responsible team.

Question 13

When do Google reviews appear?

Accepted Answer

Reviews can synchronise after an authorised Google account and verified location are matched and the required API access is available. Timing also depends on Google and the active plan.

Question 14

Are AI replies published automatically?

Accepted Answer

No. Review Pilot prepares a draft within the plan allowance. A responsible user must verify facts, tone and commitments before publishing.

Question 15

Can I choose the AI reply language?

Accepted Answer

Yes. The reply language preference is available according to the account settings and active plan. Every draft should still be checked in the customer’s context.

Question 16

How many AI reply drafts are included in Free?

Accepted Answer

The active Free plan currently includes 5 AI reply drafts per month. Usage resets according to the monthly allowance rules shown in the customer billing area.

Question 17

Can I start without a paid subscription?

Accepted Answer

Yes. You can create a Free account, connect the configured number of Google businesses and use the included allowance before choosing a paid plan.

Question 18

Can I choose monthly or yearly billing?

Accepted Answer

Yes, for paid plans with both Stripe prices configured. The pricing and billing pages show the real monthly and yearly amounts before checkout.

Question 19

Will an upgrade remove existing data?

Accepted Answer

No. An eligible upgrade expands plan limits and capabilities without recreating existing businesses, activated products or workspace data.

Question 20

How do I cancel or manage a paid subscription?

Accepted Answer

Open Billing in the customer panel. Eligible Stripe subscriptions can use the Stripe customer portal for invoices, payment methods and cancellation according to the subscription state.

Question 21

How are payments collected?

Accepted Answer

Eligible product and subscription payments continue through Stripe. Review Pilot creates the order or subscription intent and Stripe securely collects the selected payment method.

Question 22

Why do Apple Pay or Google Pay not always appear?

Accepted Answer

Stripe displays eligible payment methods dynamically. Availability depends on device, browser, wallet setup, country, currency and the merchant’s Stripe configuration.

Question 23

Where can I enter a coupon code?

Accepted Answer

Enter an active eligible code in the coupon field during the supported cart or checkout step. The discount and revised totals must appear before payment.

Question 24

What should I do if payment fails?

Accepted Answer

Do not repeat the payment until the order or subscription status is checked. Retry from the relevant checkout, use another eligible method, or contact support with the order number—never send card details.

Question 25

Where can I see my order?

Accepted Answer

Signed-in customers can open Orders to see purchased items, totals, payment state, fulfilment state and shipment information when available.

Question 26

Where can I see delivery tracking?

Accepted Answer

Tracking appears after a shipment, carrier and tracking number have been recorded. Use the public tracking page with the requested order details or open the signed-in order.

Question 27

When will my order be shipped?

Accepted Answer

Production and dispatch depend on stock, personalisation and order state. The order shows fulfilment progress; tracking begins only after the carrier shipment is created.

Question 28

Can personalised products be returned?

Accepted Answer

Return and withdrawal rights depend on the product, production status, personalisation and applicable law. Review the Returns and Right of Withdrawal pages before ordering.

Question 29

What password do I use after signing in with Google?

Accepted Answer

Google-authenticated users sign in through Google and should not guess a local password they never created. Use the available Google sign-in and account security controls.

Question 30

Where can I manage account security?

Accepted Answer

Open the customer account security area to review the controls available for the sign-in method. Admin users can select their panel language in the account security settings.

Question 31

What information should I send to support?

Accepted Answer

Use the email address linked to the account and include the organisation, product code or order number, the exact step, time and visible error. Never send passwords, card details or secret keys.

Question 32

How can I ask about my personal data?

Accepted Answer

Read the Privacy page and contact the published privacy address with enough information to identify the account and request. Identity verification may be required before account data is disclosed or changed.

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