TrustBoxes - FAQ

Get the Convert add-on module to increase onsite conversion with our extensive library of service review TrustBoxes.

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TrustBoxes are our widgets. You can use them to display your reviews on your website pages to show your customers your awesome products and services. Here’s a list of commonly asked questions that we get about them.

Implementation

How do I add a TrustBox to my website?

Once you've picked out a TrustBox and configured it, you need to add some code to your website. Check out this article for a step-by-step guide that shows you how to get it up and running.

How can I include a TrustBox to my marketing campaigns?

You can add a TrustBox Signature to your email signatures, which allows you to put trust directly into your email signature, and promote your reputation with every outgoing email. Or, add a TrustBox Newsletter, which allows you to share your reviews and TrustScore with customers in your newsletters.

Can I implement a TrustBox on my WordPress website?

Yes. You need to add the bootstrap script into the header of the display page, so you'll need to change your WordPress header.php template file. You may need help from a developer to do this. You can also switch from Visual to Text edit mode in WordPress, then paste the TrustBox JavaScript and HTML code snippets into the editor.

Display issues

How do I change my TrustBox's language?

You can do two things. You can change the TrustBox's display language and then choose to only show reviews that match that language. 

  1. In Trustpilot Business, go to Showcase > Website widgets > TrustBox library. Choose your TrustBox.
  2. Under Get your TrustBox, find Customize your TrustBox.
  3. In the Widget language drop-down menu, choose your language.

If you’ve chosen a TrustBox that displays reviews, you can filter the reviews to only show those written in your preferred language. Once you've followed the steps above, continue:

  1. Under Widget language, ensure the toggle Only select reviews written in this language is on.

This is the default setting. You can also switch the toggle off to display reviews written in all languages. Once you’ve made your changes, click Get code and replace your old TrustBox code with this updated one.

Can I change the color of my TrustBox?

On certain pricing plans, you can change the font color of TrustBoxes that display service reviews. You can also change the star color of TrustBoxes that display product reviews.

Do TrustBoxes use responsive design?

All our TrustBoxes are responsive. They have internal breakpoints that ensure the content position adapts to given dimensions and they can scroll.

TrustBoxes are embedded in an iFrame on your website. The iFrame doesn't fully support resizing, so TrustBoxes aren't completely fluid in all dimensions. When you resize your browser window, the TrustBox's width resizes, but the height remains fixed. For the best results, set the width to 100% and adjust the height of your DOM elements to fit the TrustBox's minimum height.

Note: Check the minimum and maximum dimensions of your TrustBox(es) before implementing them. You'll find this information on the Preview page of each TrustBox.

How do I show review data on mobile using a TrustBox Carousel?

Create a responsive state by overriding the height of the iFrame to be larger on mobile. You can wrap the TrustBox with a new HTML division and override the iFrame's height with CSS.

See example:

<div class="carousel">
<!-- TrustBox widget -->
<div class="trustpilot-widget" data-locale="en-GB" data-template-id="53aa8912dec7e10d38f59f36" data-businessunit-id="5400267300006400057a0113" data-style-height="130px" data-style-width="100%" data-theme="light" data-group="on" data-stars="1,2,3,4,5">
<a href="https://uk.trustpilot.com/review/mywebsite.com" target="_blank">Trustpilot</a>
</div>
<!-- End TrustBox widget -->
</div>
<style>
/* Target mobile displays with a media query */
@media (max-width: ...) {
  .carousel {
width: 320px;
  }
  .carousel iframe {
height: 290px !important;
  }
}
</style>

Loading issues

How does a TrustBox affect web page weight?

A TrustBox adds on average 50 kB of extra weight, depending on the type and how much data it displays. TrustBoxes that have a layered display, such as the Pop-Up or the Drop-Down, will average around 100 kB of extra weight.

This only applies the first time a user loads a page. When loading the page a second time, our requests account for only about 1 kB, as the browser uses cached data instead of loading it from our servers.

The data comprise a very small proportion of the average web page's overall size. This is illustrated in the table below.

Page Size TrustBox, first load (50 kB) TrustBox, subsequent loads (1 kB)
1 MB 6.3% 0.09%
2 MB 3.2% 0.05%
5 MB 1.3% 0.02%
7 MB 0.9% 0.014%

Will a TrustBox slow down my website and does it affect SEO?

TrustBoxes are designed to have minimal impact on your website. When your page loads for the first time following implementation, you’ll get a request to load a small script. The small script doesn't fetch the TrustBox content until your page has loaded. TrustBoxes wait for your website to load fully to minimize impact. If your page loads slowly, Google may not index your page and that might affect your SEO.

Why doesn't my TrustBox load properly? It only shows a link to Trustpilot.

It sounds like the bootstrap script hasn't loaded. The bootstrap script is the first of the two code snippets you need in order to embed a TrustBox on your page.

We recommend placing the script in the <head></head> section of your website’s HTML. If you don't have access to that, place it in the <body></body> section just before the TrustBox code (the second code snippet). We also have a guide to help you make sure your TrustBox has been correctly implemented, and if it runs in a single-page application.

What happens to my TrustBox if Trustpilot is down?

TrustBoxes have an extra layer of fallback cache (30 days), so it will continue to show review content. However, review data won't be updated every 20 minutes until the error has been solved. If the fallback cache is down or has expired, TrustBoxes display a fallback logo.

Can adblockers block a TrustBox from displaying reviews?

It depends on the adblocker. Adblockers block a wide range of things and aren't all the same, so we can't guarantee that an adblocker won’t be able to block your reviews from being shown. That said, we monitor our TrustBoxes to keep this from being a problem.

What browsers are compatible with TrustBoxes?

They work with Chrome, Firefox, Safari, and Edge. TrustBoxes aren’t compatible with Safari for Windows or Internet Explorer v. 10 and earlier.

Note: TrustBoxes display properly in newer versions of Safari on Mac OS, but you may experience some issues with older versions of Safari.

Security

What data do TrustBoxes track?

TrustBoxes don’t track any individual user information. TrustBoxes track three anonymized events related to the widget: impressions, views, and clicks. These events help you understand how the widget is performing on your business's website.

Do TrustBoxes use cookies?

No, not unless you’re running an A/B split test using the TrustBox Optimizer, which uses two cookies to track the conversion of each test variation. These cookies contain an anonymized ID of the user, and an indicator of which variation the user viewed. This allows the tool to provide the conversion rate for each variation, to determine which one performs best. Once the split test is finished, the cookies are automatically removed.

Do TrustBoxes support Subresource Integrity (SRI)?

No. Enforcing an SRI hash would require you to update your website in sync with Trustpilot's frequent updates to ensure your TrustBoxes still work.

Payment Card Industry Data Security Standard (PCI DSS) Compliance regulations don’t apply to our widgets because we don’t accept, process, store, or transmit card payment information. It's a recommended practice for PCI DSS Compliant customers to segregate PCI DSS compliant needs from other web components, and safeguard according to their respective unique business responsibilities.