> For the complete documentation index, see [llms.txt](https://help.meetmadison.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.meetmadison.ai/troubleshooting/review-request-not-received.md).

# A review request wasn't sent or didn't arrive

{% stepper %}
{% step %}

#### Check your message credits

Review requests sent by email and text use credits. If a channel runs out, sending on that channel pauses. You can top up or turn on auto top-up to keep sending, or simply wait until your monthly plan allowance resets. Once you have credits again, you don't need to recreate the request: open it and select **Retry** on the send that failed. See [Plan & billing](/settings/billing.md).
{% endstep %}

{% step %}

#### Check your Google connection

If your requests are set to **send customers to Google**, Madison won't send them until your **Google account is connected** and your listing has a **verified page with a valid review link** to send customers to. These requests aren't lost: they wait as **Scheduled** in your requests list and send automatically once the connection is ready, no retry needed. [Connect Google](/getting-started/connect-your-integrations.md), or if it's connected but the listing isn't verified, see [Can't verify your listing](/troubleshooting/cant-verify-listing.md). Alternatively, change **Send customers to** to **Madison** to collect feedback without Google. See [Your review request page](/reputation/review-request-page.md).
{% endstep %}

{% step %}

#### Check the customer hasn't opted out

Customers who unsubscribe from an email, or reply **STOP** to a text, are automatically left out of future requests.
{% endstep %}

{% step %}

#### Check the contact details

A contact needs a valid **email or phone number** to be reached. If an address has previously **bounced or been blocked**, Madison skips it to protect your sending reputation. See [Customers](/messages-and-customers/customers.md).
{% endstep %}

{% step %}

#### Allow for sending hours

Requests only send during sociable hours (roughly 9am–10pm in the customer's local time), so a request may simply be queued for later.
{% endstep %}

{% step %}

#### Check the automation and location

A paused [automation](/reputation/review-request-automations.md) won't send, and neither will an inactive location.
{% endstep %}

{% step %}

#### Ask the customer to check their spam folder

An email request can land in spam or promotions. Ask the customer to check those folders.
{% endstep %}
{% endstepper %}

{% hint style="info" %}
Still not arriving? Email <support@meetmadison.ai>.
{% endhint %}


---

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