Why did my Google review disappear?

A missing review is stressful, but the cause is usually one of a few common ones. Work through the causes below in order.

Did Google’s spam filter remove it?

Google uses automated spam detection to remove reviews that look like spam. This helps keep reviews useful and authentic. Google also states that the system can sometimes remove a legitimate review by mistake.

This is the most common cause when a real customer says they left a review and it never showed, or when it showed and then vanished. The system makes the decision, not a person at Google who dislikes your business.

Did the customer delete or change it?

Customers can edit or delete their own reviews at any time. A customer may also change a review after you reply to it. Google notifies the reviewer when you reply, and the review date changes when the customer updates it.

If you replied to a negative review and it then vanished, the customer may have removed it. That is often a good result. It means your reply helped.

Did the review break a Google policy?

Google removes reviews that break its content policies. Google’s prohibited content rules cover these cases:

• Reviews that are not based on a real experience.
• Reviews that were paid for, directly or in kind, including discounts or free goods.
• Content posted from multiple accounts by one person.
• Unusual volumes or patterns of reviews that look like rating manipulation.
• Reviews with a conflict of interest, such as from current or former staff, or from a competitor.

Google may also remove a review after someone flags it. You, a competitor, or any user can flag a review. If you flagged a review yourself, it may now be gone because Google agreed it broke a policy.

Is the review delayed and not gone?

Google has a help page about missing and delayed reviews. A new review does not always show right away. Wait a little before you assume Google removed it.

Reviews from third-party sites can also show on a profile. If the outside site removes or changes its review, the review can drop off your profile too.

What should I do now?

1. Open your Business Profile and select Read reviews. Check that the review is not simply further down the list.
2. Open the Reviews Management Tool. Look at the status of any review you reported. A report usually takes several days to evaluate.
3. Ask the customer to check their own Google account. They can see whether they still have the review, and whether it posted.
4. If a real review from a real customer was removed, contact Google Business Profile support. Google says to do this when the spam system removes a legitimate review by mistake.
5. Write down the date, the customer’s name, and what the review said. Keep a screenshot of any review you can still see. This record helps when you talk to support.

What should I not do?

Do not offer a discount, a gift, or any other reward in exchange for a review. Google does not allow incentives for posting a review, for changing a review, or for removing a negative one. Reviews that follow an incentive can be removed. Your profile can also face restrictions.

Do not ask for specific content in a review. Do not require customers to leave a review while they are on your premises. Do not ask staff to collect a set number of reviews. Do not selectively ask only happy customers.

Do not post reviews for your own business, and do not ask friends or family to do it. In Canada, fake reviews can also create trouble under the rules on misleading advertising that the Competition Bureau enforces. Genuine reviews from real customers are the safe path.

Can I ask the customer to post the review again?

You can ask a real customer to post their honest experience. Do not offer anything in return. Do not tell them what to write. Send a plain review link or QR code and let the customer decide.

What if I disagree with a review that Google kept?

Do not flag a review only because you dislike it. Google does not get involved in conflict between a business and a customer. Flag a review only when it breaks a policy.

If Google reviews your report and finds no violation, you can submit a one-time appeal in the Reviews Management Tool. You can appeal up to 10 reviews at a time. For reviews that stay, a calm, short, honest reply is the best response.