Support
How to get help
EmbedMyReviews is a small, focused team. Mannie, the founder, handles most support directly. That means you're talking to someone who built the platform and can actually fix things — not a script-reading agent in a call centre.
What to expect
Response time
We respond within 24 hours on weekdays. Often it is much faster, but 24 hours is the commitment. Weekends and UK bank holidays may be slower.
We're a UK-based team (GMT/BST). If you message at 2am UK time, expect a reply when we're back online.
Async by default
All support is asynchronous. Send your message, go back to work, and we'll reply as soon as we can. No waiting on hold, no scheduling calls.
We don't offer phone support or screen-share calls for support. This keeps costs low and response quality high.
Founder-led support
Most messages are answered by Mannie, the founder. That means the person helping you understands the product deeply and can make decisions on the spot.
If something is broken, we fix it. If something should work differently, we listen. That's the advantage of a founder-led team.
We ship fast
Bug reports often get fixed and deployed within days, not months. Feature requests go onto the public roadmap where the community votes. We deploy new features every week.
Check the changelog. You'll see how fast things move.
On-call engineers for system-wide issues
If there's a platform-wide outage, API failure, or critical infrastructure issue, our engineering team is on call and responds immediately, including outside normal support hours. Your clients' review collection, widgets, and campaigns do not stop because it's a weekend.
Day-to-day support follows the 24-hour response window. System-wide incidents are handled with urgency by the engineering team around the clock.
Three channels, each for a different purpose
Using the right channel means faster help and better outcomes for everyone.
Live chat (Crisp)
Primary support channel
For bugs, technical issues, account questions, billing, and anything that needs a direct response. Click the chat widget in the bottom-right corner of the platform.
Use for: Something is broken, a feature isn't working as expected, account/billing questions, integration help, setup guidance
Response time: Within 24 hours (usually faster)
Availability: Async. Send your message anytime and we reply when online.
Public roadmap
Feature requests & non-urgent bugs
For feature requests, non-urgent bug reports, and product feedback. Post publicly so the community can vote and discuss.
Use for: "It would be great if..." ideas, non-blocking bugs, UI suggestions, integration requests, workflow improvements
Not for: Urgent issues that are blocking your work. Use Crisp for those.
Community (Skool)
Peer support & best practices
For implementation questions, best practices, workflow ideas, and learning from other agency operators. Ask how others solve the same challenges.
Use for: "How do you..." questions, campaign strategy, pricing advice, niche selection, automation workflows, connecting with other operators
Not for: Bug reports or account-specific issues. Use Crisp for those.
How to get the fastest help
A clear message means a faster fix. Here's what helps us help you.
Include these details
The customer's email address (so we can find the account)
Organisation name (and location name if multi-location)
What you were trying to do
What actually happened (or didn't happen)
Screenshots or screen recordings if possible
Browser and device if it's a visual issue
Good message
"The auto-respond rule for Smith Dental ([email protected]) isn't firing for new Google reviews. The rule is set to respond to 4-5 star reviews. Last Google review came in yesterday but no response was generated. No error in the auto-respond log."
Hard to help with
"Auto respond doesn't work."
We need to know which account, which rule, what reviews, and what you expected to happen. Without context, we have to ask follow-up questions, which adds hours to resolution time.
Transparency about what we don't offer
We'd rather be upfront than disappoint you later. EMR is $99/month for an entire platform — here's how we keep that possible.
No 24/7 support
We're a small team, not an enterprise with a 24/7 call centre. Support is available during UK business hours (roughly 9am-6pm GMT) on weekdays. Urgent issues outside those hours are addressed the next business morning.
No phone or video call support
All support is text-based via Crisp chat. This lets us handle more requests at higher quality. Written messages also create a record both sides can reference.
No done-for-you setup
We'll guide you through setup and answer every question, but we don't log into your account and configure things for you. The platform is designed to be self-serve. The documentation and community cover most setup scenarios.
No dedicated account manager
At $99/month for unlimited everything, dedicated account management isn't sustainable. But you do get founder-level support — which is arguably better for getting things fixed fast.
Self-serve resources
Many questions are answered faster by checking these first.
See whether EMR fits the way
your agency actually runs.
Try the real workflows, brand the platform, and decide with your own eyes whether it belongs in your stack.