Hmm, that is strange! Is this for the Shopify Products Review app? If yes, then I would recommend contacting Shopify Support so our teams can investigate this further. You can do this by logging into your store through the help center, searching your question/issue, then selecting "continue" at the bottom of the page that displays the search results.
If this is for a third-party products review app, then I would recommend contacting the app developer directly. You can view their contact information on their app page in the App store.
The Shopify Product Reviews app is a good option as long as you're looking for a free-forever reviews app with some basic features.
Our review app is also free for up to 200 orders per month. In terms of reviews, you can send custom-review-request emails on autopilot, collect photo reviews, hide/reply reviews, import reviews from any other app/AliExpress, etc. And all features are available in the free plan.
If interested, check out our app: https://apps.shopify.com/farout-1
Let's use another app (Judge.me, ali review, Growave,...)
They are cheap and easy to use.
And don't forget to add JSON LD to your site to display your reviews on Google search by SEO app. (This SEO app I use 1 year: https://bit.ly/2YxoOYC)
I would suggest contacting their Live Support. Also, Shopify Products Reviews is a perfect choice for businesses on their starting point and for those who require basic features. Take into account apps that provide Photo/Text Reviews, Review Widget, Review Sliders, etc.
Remember that some Reviews Apps offer a free trial period, so you can check whether a certain app suits your online store or not. For example, Growave provides 5 great features - Reviews, Wishlist, Rewards & Loyalty, Social Login, a shoppable Instagram gallery on Shopify store under one dashboard that you can try for free.
In order to install a free trial, please press here