Having trouble with your Trustpilot ecommerce integration? Here’s some tips and tricks that can help with some common issues.

Update to the latest version of the integration

It's important to ensure you're using the latest version of the integration. While many of our integrations update automatically, you can verify you're up-to-date by checking the Updates tab in the integration (if available). If you don’t see this tab, your integration is already up-to-date.

Enable 3rd party cookies

Some issues with sending invitations can arise when 3rd party cookies are disabled. Make sure that you have them enabled and try again. Check out this guide on how to enable cookies based on what browser you’re using.

You can also try an incognito window, to ensure that no third party apps or extensions are blocking the 3rd party cookies.

If all that doesn’t work, clear your cache and cookies. Here’s how to do it for Chrome and Safari.

Manually enter your login info

Try to enter your Trustpilot login credentials manually. Sometimes the pre-populated login doesn’t work properly, so try delete what's there and try again.

Invitations aren’t sending or are sending at the wrong time

• Make sure you’re not using 3rd party software to change your orders statuses or using custom statuses, which often don’t communicate properly with Trustpilot because they bypass the ecommerce platform’s regular set up. Instead, use the “Order confirmed” status and increase the delay time.
• Check if you recently triggered past orders to be sent. If you find that your invites are going out earlier than you anticipated, they may be past orders, which are sent out immediately without delay.

Product review invitations aren’t working

• Ensure that the product review invitation delay time is configured correctly. You’ll need to do this from the invitation settings in Trustpilot Business.

Nothing happens when dragging the TrustBoxes

• Make sure you’re not using any 3rd party software that could interfere with drag & drop. Ones that we’ve identified as potentially interfering are: Right click defender app (Shopify), Disable right click pro (Shopify), Cozy AntiTheft (Shopify), TinyIMG: SEO & Speed (Shopify), and WP Rocket (WooCommerce).

TrustBox shows up on preview but not on live website

• Check if you’re using an ad blocker. Some ad blockers disable TrustBoxes.
• Make sure any redirecting domains are manually added. For example, if domain.com redirects to domain.com/en, a TrustBox installed on domain.com won’t show up on domain.com/en. You’ll need to add domain.com/en by clicking Add a page, and install the TrustBox there as well.
• If you’re using the 3rd party plugin WP Rocket, try and disable it. This plugin delays javascript and prevents TrustBoxes from loading.
• Always make sure to click the Publish button, otherwise the TrustBox will remain in preview mode.

Product Review TrustBoxes appear without product reviews

• Make sure that you’re installing them specifically on product pages. Product SKUs and names are only filled automatically on product pages, so if they’re installed on any other type of page, the information won’t be able to be pulled.

Product Mini TrustBox is not working on Category page

• If you’d like to display a Product Mini TrustBox on a category page, you’ll need to install them manually, since we’re not able to detect the SKU on pages with multiple products.

WooCommerce is an exception, and supports Product Mini on Category pages.

Implementing TrustBoxes on more than 20 custom pages

• Our integrations don’t support installing 20+ TrustBoxes across different pages. Try to use standard pages like landing, category, or product pages and don’t overuse custom pages. If you need to add them to custom pages, then install them manually.