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Troubleshooting InstaReview Requests

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Angela Ortner

If your patients report they're unable to write a review through their InstaReview request, check out some of the common errors below and how you can troubleshoot them.

Table of Contents

 

Patients Can't Get to a Specific Review Site

Google

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Issue: The patient sees a 500 error message from Google.

What Causes This: The Google business ID in your InstaReview settings isn't correct.

What to Do: Find your practice's Google ID and replace it in your InstaReview Settings.

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Issue: The patient is asked to sign into a Google account instead of being taken directly to the review site.

What Causes This: The patient needs a Google account and needs to sign into it to leave a review for your practice.

What to Do: Instruct the patient to sign into their Google or Gmail account to leave a review.  If they don't have a Google account, they can leave a review on another site or create a free Google account and sign into to leave a review.

 

Yelp

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Issue: The patient receives an error message that their phone's browser can't open the page because the address is invalid.

What Causes This: The patient doesn't have the Yelp App on their phone.

What to Do: Instruct the patient to download the Yelp app and sign in to leave a review.  Alternatively, they can also search your practice from Yelp on their desktop and leave you a review that way instead.

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Issue: Your practice's page won't open in the patient's Yelp app and is stuck on the loading screen.

What Causes This: The Yelp business ID in your InstaReview settings isn't correct.

What to Do: Find your practice's Yelp ID and replace it in your InstaReview Settings.

Facebook

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Issue: The patient receives an error message that their phone's browser can't open the page because the address is invalid.

What Causes This: The patient doesn't have the Facebook App on their phone.

What to Do: Instruct the patient to download the Facebook app and sign in to leave a review.  Alternatively, they can also search your practice from Facebook on their desktop and leave you a review that way instead.

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Issue: Your practice's page won't open in the patient's Facebook app and is stuck on the loading screen.

What Causes This: The Facebook business ID in your InstaReview settings isn't correct.

What to Do: Find your practice's Facebook ID and replace it in your InstaReview Settings.

Healthgrades

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Issue: The patient sees a message from Healthgrades that the Healthgrades page they're trying to access doesn't exist.

What Causes This: The Healthgrades business ID in your InstaReview settings isn't correct.

What to Do: Find your primary provider's Healthgrades ID and replace it in your InstaReview Settings.

 

Patients See an Error When Clicking the Link in Their Text

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Issue: The patient sees an error telling them "It looks like you have taken a wrong turn."

What Causes This:  The link within the patient's InstaReview text is expired or broken.

What to Do: 

  • If you know that the patient's InstaReview text was sent out more than 30 days ago, try resending it manually.

  • If that's not the case or you know the text was sent recently, check the length of your InstaReview text template. Some phone carriers split texts longer than 163 characters at the 150-character mark; if your text template was too long, the patient's carrier may have split it in two, breaking the link the patient needs. (This is more common with Sprint and TMobile.)

    Lengthen your InstaReview text template to more than 163 characters or shorten it to less than 110.  The objective is to keep the 40-character link (that is added to the end of your template) off that 150-character split line.

 

Patient is receiving a text that only shows the Google Review Source

Checking “If patient has gmail email” will cause ONLY  the Google review source to be sent out. If the client would like to include other sources, uncheck this box. 

 

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