How to Fix a Token Mismatch

This article will explain how to resolve a token mismatch so new reviews won't be "pending."

Jordan Neuenschwander avatar
Written by Jordan Neuenschwander
Updated over a week ago

If you have new reviews coming in with the "Pending Review" status, you likely have a token mismatch. But what does that mean?

Our survey code on your thank you page has a 'token' value associated with it. This is to ensure the survey completed is the correct one for your domain in Shopper Approved. This token value needs to match the "Initial Survey Token" value that can be found in your Shopper Approved dashboard. If the survey code on your site sends over a review with a different token value than your initial survey token in the dashboard, the Shopper Approved system will flag it as "pending" as it detected the mismatch.

To resolve this, you will need your initial survey token from the Shopper Approved dashboard. This can be found by clicking your name bubble in the top-right hand corner, then selecting "Settings" from the dropdown:

Once on the Settings page, you will find a section called "Domain Information," which contains an "Initial Survey Token." This is the value your survey code needs.

Once you have found your initial survey token, you will need to update our survey code on your thank you page. Your survey code should look something like the code below, except the sa_values information should match the info for your site:

<script type="text/javascript"> var sa_values = { "site":29967, "token":"90cSXD5t" }; function saLoadScript(src) { var js = window.document.createElement("script"); js.src = src; js.type = "text/javascript"; document.getElementsByTagName("head")[0].appendChild(js); } saLoadScript("") </script>

Notice that inside the sa_values object there is a key labeled 'token.' The value for this will need to match your initial survey token from your dashboard found previously.

If the value already matches, and you are still receiving new pending reviews, you can reach out to Shopper Approved support to assist you further at [email protected].

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