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Google Business Profiles (GBP) Missing Reviews: Known Issue & How to Appeal
Last Updated: 02/11/25
Overview of the Known Issue
  • What’s Happening?
    Google has acknowledged a display glitch affecting some Practice Profiles. The displayed review count may be lower than the actual review count, even though the reviews themselves are still present on the backend.
  • Official Statement:
    Google representatives have posted in their support forums that they are working on a fix. They emphasize that reviews have not been deleted (unless they violate policy); it’s primarily a display issue.
  • Key Takeaway:
    If your practice suddenly shows a drop in the total number of Google reviews—even though you haven’t changed anything—this issue might be affecting you.
Common Reasons Reviews Disappear
While the current glitch is a major factor, Google often removes or filters reviews for various policy‐related reasons. Confirm whether your missing reviews fall under any of these categories before filing an appeal:
  1. Policy Violations
  • Reviews containing spammy text, inappropriate language, or promotional URLs may be removed.
  1. User‐Deleted Reviews
  • Sometimes, the original reviewer may edit or delete their own review.
  1. Account or Profile Issues
  • Suspended or deactivated Google accounts can cause previously published reviews to vanish.
  1. Filtering for Spam
  • Google’s automated spam detection can occasionally flag legitimate reviews and temporarily remove them.
How to Verify If You’re Affected by the Glitch
Before submitting an appeal, do a quick check to confirm you’re dealing with the display glitch rather than a legitimate removal:
  1. Compare Mobile vs. Desktop Views
  • Sometimes, the review count that appears on mobile devices differs from what shows on desktop.
  • If you see a discrepancy, it could indicate a display issue.
  1. Ask Your Reviewers
  • Contact a few customers whose reviews seem to have disappeared.
  • If they can still see their review on their side (e.g., in their “My Contributions” in Google Maps), it likely hasn’t been permanently removed.
  1. Monitor Google Announcements
4. Steps to Appeal or Report Missing Reviews
If you have confirmed that reviews are gone for reasons other than policy violation or you strongly believe they are part of the glitch, you can follow these steps:
  1. Collect Evidence
  • List the missing reviews and, if possible, gather screenshots or direct URLs to each (e.g., from email notifications, your local store records, or customer proof).
  1. Check the Review Policy
  1. Use the “Business Profile Support” Form
  • Go to Google Business Profile Help and search for “Missing Reviews.”
  • Fill out the form with details about your business, the missing reviews, and any proof you have.
  1. Contact Google Business Support Directly
  • If the form submission doesn’t resolve the issue within a reasonable time, sign in to your Business Profile, navigate to “Support,” and request a callback or chat with a Google support rep.
  • Clearly explain you have verified these reviews do not violate policy and appear to be lost due to the display glitch.
  1. Follow Up Politely but Persistently
  • If you do not get a resolution within a couple of weeks, politely follow up with any ticket numbers or case IDs you were given.
  • Keep in mind that large‐scale issues may take Google some time to fix.
General Tips & FAQs
  1. How Long Does It Take for Reviews to Reappear?
  • There is no guaranteed timeline. Once Google fixes the display glitch or confirms your appeal, it can still take several days or weeks for reviews to be reinstated or show correctly.
  1. What If Some Reviews Are Legitimately Removed?
  • If reviews contained prohibited content or were deemed suspicious (e.g., multiple reviews from the same IP address), those may be permanently removed.
  • Provide evidence that your reviewers are genuine customers if you suspect an error.
  1. Should I Reply to Reviews That Are Still Visible?
  • Absolutely. Continue to engage with the reviews you do have. Prompt, professional replies to customer feedback can help your local SEO standing.
  1. Will This Glitch Affect Local SEO Ranking?
  • In most cases, Google says the glitch is purely cosmetic and does not impact ranking signals tied to genuine reviews. Your star average and local search position should remain intact if the reviews still exist on the backend.
Summary Checklist
  1. Check if Your Missing Reviews Violate Google’s Review Policy.
  1. Confirm the Issue Is the Known Display Glitch (compare mobile vs. desktop).
  1. Gather Evidence (screenshots, customer feedback).
  1. Fill Out the Missing Reviews Form on Google’s Support site.
  1. Follow Up with Google Support if needed.
  1. Keep Monitoring the official Google Business Profile Help Community for announcements.
Sample Email Template to Google Support
Feel free to adapt the message below when reaching out to Google Support:
Subject: Missing Google Reviews – [Practice Name]
Hello Google Support Team,
I am writing regarding several legitimate customer reviews that have disappeared from our Business Profile ([Business Name], [Business Address], [Business Profile URL if available]). I have verified that none of these reviews violate Google’s policies. Customers confirm their reviews still appear in their personal Google Maps “Contributions” section but are not visible on our listing.
I have attached (or listed) the dates and any screenshots of the missing reviews below:
  1. [Date / Screenshot / Customer initials]
  1. [Date / Screenshot / Customer initials]
Given the known issue Google recently acknowledged regarding review counts, I suspect this might be related. Could you please investigate and reinstate or display these reviews if they are indeed only hidden due to the glitch?
Thank you for your assistance, and I look forward to your prompt response.
Best regards,
[Your Name]
[Your Title]
[Business Name]
Further Resources
Disclaimer:
This document does not replace Google’s official guidelines or legal advice. Always verify the most up‐to‐date rules and procedures via Google’s Business Profile Help Center.
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