Google Reviews Not Showing Up? Here's Why ???

If your Google reviews are not showing up, you're definitely not alone. ?? Many businesses have reported the same issue with Google reviews not showing, where customers claim to have posted reviews that just don't appear. This can be a real headache, especially when you're relying on those reviews for your business's credibility. ??? Let's dive into why this happens and how you can address it. ????

Why Are My Google Reviews Not Showing Up? ??

If your reviews are missing from your Google Business Profile, one of two things is happening:

1?? The first option is that Google removed them manually because they violated the guidelines. This is unlikely and doesn’t happen often. ??

2?? The second option is that Google’s automated review filter is catching them and removing them. Google’s review filter looks for patterns that are unnatural and removes reviews that fall into those patterns. When reviews are filtered, usually the individual that left the review can still see it, but only if they are logged in while viewing the business profile. ???

Google’s Review Filter is Getting Stricter ??

Mike Blumenthal of Near Media has been tracking this trend and the following graph shows the increase in threads over at the Google Business Profile forum in 2021 for the topic of missing reviews. ??

A study done by Uberall (PDF) found that of the four platforms examined, Google had the highest average percentage of inauthentic reviews across business categories (10.7%). ?? Next in descending order were Yelp (7.1%), Tripadvisor (5.2%), and Facebook (4.9%). While tightening the review filter might be Google’s attempt to solve their problem of fake reviews, it is clearly missing the mark. ?

What Causes Google to Filter a Review? ??

I have personally analyzed a lot of cases of missing reviews and have found some patterns that often lead to reviews not showing up. Here are the top 3 most common reasons:

1?? Your business offers free Wi-Fi to guests. If Google sees connections between the IP address that you manage your Google listing from and the IP addresses your guests have connected to, it often causes reviews to not show up. ?? Almost every review I have left for a hotel or Starbucks location has not shown up publicly. It’s important to note that I didn’t leave the review while connected to their Wi-Fi, but I did connect to the Wi-Fi while I was there and then leave the review sometime in the future after that. Because previous reviews had been left by others that were also connected to their Wi-Fi, Google saw my review as spammy and filtered it. ?? This is also why onsite review stations don’t work.

2?? The users who left you reviews aren’t located anywhere near you or haven’t traveled there recently. ?? This is the trend I’m seeing the most this year. In this example, a user from Canada reviewed a business in India and then noticed that not only did that review not show up, but several reviews he left after, for local businesses, didn’t show up either. ??

3?? You are using an education or school category on your Google Business Profile. ?? Certain countries (United States and United Kingdom) & school categories stopped being able to get new reviews & photos from customers as of 2019. The user leaving the review doesn’t get an error message but after posting the review, it simply doesn’t show up anywhere. Google confirmed that this is working as intended (they disabled reviews for educational institutions) but hasn’t shared more about if the functionality will return in the future. ??

If none of those reasons apply, Google simply doesn’t have enough information about the user or they think the review violates their guidelines. They don’t always make it super clear as to why reviews get filtered. ??

How To Report Missing Reviews on Your Google Business Profile (GBP) ???

Previously, the process to get your review reinstated was to go to the Google Business Profile Search Forum and request a Google Product Expert to submit your situation to the Google team. Recently, they upgraded to a dedicated form to help businesses recover their missing reviews. Here is how you access it:

1?? ?? Go to Google Business Profile Help.

2?? ?? Log in with your business information using the Google account associated with your Google Business Profile Listing.

3?? ?? Enter the requested information, making sure you type in “Missing reviews” when it asks you what you need help with.

4?? ?? Click through the “Next step” buttons, and click the “Email” button once you hit the “Contact options”.

5?? ??? You will be directed to the following form:

• Fill out all pertinent information.

• Note for these options:

??If your account has been suspended or disabled, you will only have a limited time frame to request your reviews be reinstated.

??If your listing is for a school, you are not able to have reviews, as explained above.

?? ?? You will want to provide as much information as you have regarding the review. You will especially want to add a screenshot of the review. It is best to take a screenshot and add it to a Google Doc, then submit the link to the Google Doc, where they ask you to “Describe your issue.”

The general turnaround time for these issues is about 5-7 business days. ?? Once reviewed, you should get an email with Google’s response. Please remember, while Google doesn’t reinstate every case that we send through there, I am seeing them reinstate some, so it is definitely worth trying. ??