FAQ: General (7)

How to generate an SSH key pair

For Windows machines

1. Using your browser, please navigate to this URL: http://www.chiark.greenend.org.uk/~sgtatham/putty/latest.html 2. Navigate to the part of the page where there is a category called “Alternative binary files” 1 3. Please download “puttygen.exe”. You can do so by clicking the blue link with your mouse with the left click button. Or if you wish, you could right click with your mouse, select “Save Link As” and using your left mouse button, click on it. Remember where you have saved this .exe file as it will come in handy for the next step. Note: If you are unsure if you are a 32-bit or a 64-bit architecture, please ask your IT department or someone who is proficient with the computer to figure that out for you. For the adventurous and daring individuals, you can easily find out which architecture you are using by simply using search engines such Bing, duckduckgo, yahoo or Google and entering search phrases such as: “Finding out Windows 32 or 64 bit” “Determining 32 bit or 64 bit Windows” 4. Next, go to the location where you saved your puttygen.exe and double-click it to open it. You will be greeted with something that looks similar to this: 2 5. From here, please hover your mouse cursor over the “Generate” button and then click the button. The correct mouse button to use to click is the left one. 6. After that, you will see a screen similar to: 3 Follow the instructions of the PuTTY Key Generator and move your mouse over the blank area. You can use the hand you are most comfortable with and move the mouse. Feel free to move it left and right and back again. If you are feeling creative you can draw circles. It is okay if your mouse cursor comes out of the blank area and onto the desktop. 7. After sufficient movement, press the “Save public key” with your mouse. 4 You will see a screen similar to the one above. It is up to you where you want to save it, but be sure that you remember where you saved it and that you could retrieve it later on when you need to. If it is too hard, please ask someone who has saved files before to help you. Next is to think of a name for your public key file. You can name it anything you like, but preferably something easy to remember. After that, please press “Save” with your mouse. Do not press “Cancel”. Be sure to use the left click when clicking the “Save” button. 8. After saving the public key, it is time to save the private key. It is very similar to saving the public key, but as it can get complicated and I would like to eliminate uncertainty and surprises, I will continue the guide. Due to the fact that we did not create a passphrase earlier, we can skip this and press “Yes”. Please be sure to press “Yes” and not “No” with your left mouse button. 6 9. Once you have pressed the correct button you will be greeted with a screen like this: 7 Again, you can create any file name you like. The same for location as well but be sure to remember where you saved the private key. If it isn’t clear by now what the next step is, please continue onto step 10. 10. With the mouse, please select the “Save” button, not the “Cancel” button. Click it once with the left click and you are done.

Linux Users

Enter this into the terminal: ssh-keygen -t rsa

When I login to TrustYou, the tabs do not load or a particular section of the tool is not loading.

Please check if your browser has some ad or pop up blockers in place. Also double check the firewall settings to make sure it is not causing the issue. Having an IT specialist at your hotel take a look as this may result in the issue being resolved quickly. If the issue persists, please contact us with screenshots of the issue and also state your browser and the version of the browser you are using.

Why is my username and password no longer working?

Please note that the username and password fields are space and case sensitive, hence be careful when you input your login data. If the problem persists, please contact service@trustyou.com to send you a password reset link.

How do I update my competitor set and how many competitors can I have?

For Gold & Silver users, send an email to service@trustyou.com with the changes you would like to make. We encourage you to include the full name of the hotel, the hotel website or any other information to distinguish the hotel from hotels with a similar name. You are allowed up to 10 competitors. For enterprise users, you can edit your competitor set yourself. Please see the comparison section of the user manual for more details.

Why can I see a particular review on TrustYou but not on the corresponding review portal?

We do not synchronize for deleted reviews as certain portals delete reviews older than 2 years and we like to keep these in our database for your analysis. If you notice a review no longer appears on a portal but still appears on TrustYou, simply let us know and we will be happy to delete the review for you from our database after a crosscheck.

My response rate is not at a 100% for a particular time frame, however, there are no new reviews to respond to when I use the “unresponded” filter in reviews inbox.

This occurs when a review has been marked as responded, but a response was not written or published yet. If a response was recently written, please be patient. If the response was written a long time ago, then click on the review status “responded” and filter for the time frame the response is missing for. Once you see a review with a curved arrow instead of a tick mark, this should indicate to you the review which has not been responded to. When you have found the review, you should be able to figure out if the response was not published by the review portal or if it is just not being pulled into TrustYou.

I have responded to several reviews but I do not see the response in TrustYou and my response rate has not been updated.

Even though we mark the review responded in TrustYou when you click the respond button, the content may not appear for a few days. Each review site has a moderation process before a review/response is published, and we're not able to import the content until after a review/response is published. It takes between 8 and 32 hours for new content on a review site (including responses) to be imported into TrustYou, so it's normal to not see your responses immediately after posting.