45 percent of customers say they’re more likely to visit businesses that respond to their reviewsOnline Reviews Survey
Chances are that your listing isn’t the only one that suffers from Google reviews not showing up.
There isn’t one solution to this issue. However, we managed to find some solutions that could explain the sudden disappearance of a few Google reviews.
Google My Business Listing Issues
There are a few scenarios that point to problems within a Google My Business (GMB) listing as that leads to a Google review not showing up. This is easily fixed with a few changes within the GMB listing.
Inaccurate Listing Information
An incorrect listing doesn’t just turn potential customers away; it also reduces the number of reviews a business can get after customers leave the store. Fortunately, you can easily change that by editing the Google My Business (GMB) listing information.
By clicking on the “Info” section of the GMB dashboard, you can edit important pieces of the listing’s public information such as the address, operating hours, and phone number.
You can use the “Info” section to “refresh” your location.
- Click on the pencil icon next to the listing’s address, and a pop-up window should appear, which includes a smaller version of Google Maps.
- Wiggle the map a bit and make sure the pin settles back onto the right location.
- Press the Apply button on the bottom of the window to save your changes.
This should refresh your business’ Google profile, which should return to normal within a few minutes. If the reviews still don’t appear, try clearing your browser’s cache.
You should also double-check to see if there are duplicate business listings. This might seem like Google removed a review from your listing, but it appears on an alternate listing.
You can check for duplicate listings by visiting Google Maps and search for the business location’s exact name or address.
There are multiple ways to delete these duplicate listings – such as reporting it to Google via Maps or removing the location through the GMB dashboard – but the main thing you should do to prevent the issue is by verifying the correct listing.
Same Business, New Location
If a business changes location but keeps the same name, Google should transfer the reviews to the new location, which is reflected on Google Maps.
However, if a business is heavily tied to a specific location – think hotels, golf courses, or local attractions – then Google might not automatically move the reviews.
If this is the case, send a report to Google using the Report a Problem link and provide information on your new business location.
Moving to a new location means that you might also have to re-verify the listing.
An inactive listing also has a negative effect. Those who don’t log in to their Google My Business dashboard or shown any activity – such as post updates, upload/share photos, respond to reviews, etc. – after a “significant length of time” might lose a business’ verification status.
Without verification, a business won’t appear in Google Search or Maps, which means customers won’t see Google reviews for that business.
Google will attempt to contact you via email before it revokes the status to see if there is someone actively managing the listing. If you miss the email and the listing becomes unverified, you will need to contact support to restore the previous status.
There’s also the extremely rare chance that the problem is Google itself. In the past, Google suffered from sporadic outages, which results in Google reviews not showing up for multiple businesses.
From the GMB user’s perspective, this might mean missing out on a few reviews from customers, but you can always reach out to them later via email and kindly ask for feedback. Just make sure your message includes a review link.
Brand New Listings
The early days of a business can be difficult when it comes to attracting customers, and a GMB listing can help. However, there have to be enough people that leave a review after their visit.
In fact, Google won’t show the full set of reviews until at least five people leave a review or rating of a business. This is where word-of-mouth marketing might help attract more people to specific services or products.
Reviews Marked as Spam
Google continues to be aggressive in fighting review spam to ensure the quality of the platform, which could possibly mean that some reviews may violate Google’s Prohibited and Restricted Content guidelines.
The review can also disappear in this case when the GMB or another regular user flags the review as inappropriate. However, Google will need to look at the review in questions before deleting it from the listing.
Reviews with Links and URLs
Google can also remove reviews and responses that contain any links or URLs. However, the author of the review can quickly edit their review to omit the URL and avoid Google’s digital axe.
Reviews from Third-party Sites
In the past, Google posted review data from sites like Yelp, Facebook, and Yahoo Local on a business’ Google listing. However, that’s no longer the case, which means that any reviews that showed up during that time from other sites are no longer part of the overall number of reviews in a listing.
In some cases, Google will sometimes still show some feedback from other reputable sites in a section called “Reviews around the Web” below the reviews by Google users, but these reviews are generated algorithmically and may not always be accurate.
Private or Deleted Reviews
There’s also the rare case that some users deleted their reviews. In previous updates, they could just mark their reviews as private so others won’t see their feedback, but that option is gone.
Reviews from any user will remain public, and the only way to make sure that no one else sees it is by deleting the review altogether.
Google Reviews Not Showing Up are an Opportunity
It might seem like the end of the world when reviews disappear, but GMB users should use it as a way to get more reviews from newer customers.
Research shows that 77 percent of consumers only care about reviews published in the last three months. There’s an even smaller group of consumers – 18 percent – who are only interested in reviews posted in the last two weeks.