Once you are in the location subaccount:

1. Check what SMTP they are using, if info@luxismarketing.com is connected in the SMTP integration, the user needs to log in as info@luxismarketing.com and send the review request.

2. Check if the Email content has any Custom Values and check if they look good.

3. If they use Mailgun, there might be a delay.

Article mentioned

Limitation of using SMTP when emails are not sending: https://luxismarketing.com/limitation-of-using-smtp-when-emails-are-not-sending-print/

Reviews, Review Requests, and the LUXIS Review Widget: https://luxismarketing.com/reputation-management-how-to-customize-the-review-request-messages-sms-email/