Support
We're here to help you get the most out of Rately.
In-app help
Open the Help page inside the app for setup guides and troubleshooting, or use the built-in chat assistant — it answers from our help center and can hand off to a human.
Setup guides
- Add the review widget to your theme
- Turn on automated review requests (email & SMS)
- Import reviews from another platform
- Moderate reviews and respond to customers
- Set up BYOK AI features
- Enable Q&A, attribute reviews, incentives, and A/B request timing when your plan includes them
- Review downgrade-impact summaries before moving to a lower plan
Common troubleshooting
- Widget not showing: confirm the theme app block is installed and the product has published reviews or an aggregate rating.
- Requests not sending: check customer consent, request quota, email settings, and whether the order already received a request.
- AI unavailable: test your BYOK provider key and confirm your monthly AI-edit allowance is not exhausted.
- Syndication issue: verify the destination channel is enabled and approved; TikTok remains unavailable until real API access is approved.
Contact us
Email rately@webb9.com — we typically reply within one business day. For billing, data-deletion, or security matters, please mention it in the subject line.