Why did my Google reviews disappear? Causes and solutions

“I was sure there was more feedback here earlier. Why did my Google reviews disappear?” If this sounds familiar, it may be that something has happened to make Google remove your business’s reviews.

And if it’s not clear why your Google review disappeared, it’s probably worth investigating. Getting to the bottom of your disappearing Google reviews is usually a case of knowing what to look for. But ultimately, it’s rarely a huge problem if you manage reviews effectively and maintain a strong online presence.

Where did my Google reviews go?

Google reviews may disappear for several reasons, and most of the time, it’s out of your control. But missing Google reviews are usually down to one of the following common causes:

Policy violations

Google has strict policies regarding customer reviews. If a review violates Google’s guidelines, the search engine is likely to remove it. Common violations include fake reviews, offensive content, and reviews containing personal information such as phone numbers or email addresses.

A Google policy violation warning that might explain why Google reviews disappeared
The customer could have tried to embed a link in the review. While this may have been an honest mistake, Google will be quick to identify the link and remove the review. Google's algorithm identifies reviews that violate these rules to maintain the integrity of the review system. But how can you tell if one of your reviews went missing because it broke the rules?

Google notifies reviewers when it removes a review but doesn’t say specifically why or who reported it. Google Business Profile (GBP) managers can see removed reviews in the dashboard with a note saying it is no longer online. To prevent policy violations affecting your local SEO, keep an eye on new reviews and report issues yourself. You can do this: 

• directly from the infringing review itself by clicking the three-dot menu

The three-dot review for reporting Google review

• or through Google’s step-by-step service.

Google’s self-help workflow for reporting Google reviews

Technical issues

Technical glitches can sometimes cause reviews to disappear temporarily. Issues with Google's servers or updates to Google Maps can result in reviews not displaying properly. These issues usually resolve themselves quickly, but they can be frustrating for business owners. If you suspect this might be the case for your disappearing reviews, you can check the Google Maps Platform Status Dashboard.

Reinstated or merged profile

If Google suspended your GBP or you merged it with another profile, there may be a delay in republishing reviews. This is often something that will resolve in time, so it’s best to be patient. But if weeks go by and your reviews are still missing, it’s time to reach out to Google support.

User account issues

If a user deletes their Google account or suffers a suspension, their reviews could disappear. This includes cases where users leave reviews from multiple IP addresses, which may trigger Google's spam filters. Understanding how Google’s spam filters work can help you educate your customers about proper review practices.

Reviews obtained unethically

Poor review generation practices can lead to Google reviews disappearing. Avoid offering incentives for reviews; it’s a violation of Google’s policies. Instead, focus on providing excellent service to encourage customers to leave genuine feedback.

Review gating, or filtering customers to only ask those likely to leave positive feedback, is against Google’s guidelines. This practice can lead to the removal of reviews and damage your credibility. Ensuring that all customers have the opportunity to leave a review maintains transparency and trustworthiness.

Review overview: Keep track of the number of reviews your business has with Semrush Local’s Review Management.

The positives and negatives of disappearing reviews

While disappearing reviews can be frustrating, removing certain customer feedback is a good thing. 

• Quality control: Removing fake or inappropriate reviews helps maintain the quality and trustworthiness of your Google Business Profile reviews. 
• Reputation management: Deleting offensive or misleading reviews can protect your business's reputation and ensure potential customers see accurate and reliable feedback.

You don’t want your GBP and Google Maps results stuffed with reviews that aren’t a genuine reflection of your business. However, there are occasions when good reviews go missing and it’s worth getting them back.

• Loss of positive feedback: When legitimate positive reviews disappear, it can negatively impact your overall rating and online reputation. While you can rebalance  this by ensuring a steady stream of reviews, pushing to get the lost review back could be valuable.
• Customer confusion: Disappearing reviews can confuse customers and make them question the authenticity of your business's online presence. Without understanding why their reviews disappeared, they may feel like the business is hiding feedback.

Whatever the reason for your Google reviews disappearing, it’s best to focus on your online reputation as a whole. The occasional disappearing review shouldn’t impact your local SEO.

How to manage reviews effectively and avoid them disappearing

A strong review management strategy should more than mitigate the negative impact of disappearing reviews.

Monitor and respond promptly

Use a review management tool to monitor reviews across multiple platforms in one place. 

Review Management, part of the Semrush Local package
Respond promptly to show that you value customers’ feedback and are committed to improving their experience. This doesn’t just apply to positive reviews. Professional replies to negative reviews create an opportunity to make things right. It also shows other potential customers that it’s not the level of customer service you usually offer.

Quick and simple: Use Semrush Local’s Review Management to make replying to new reviews easy with the built-in AI responder.

Encourage new reviews

Google may remove reviews from time to time, but you can more than make up for it with a strong review generation strategy. 

Results from a Semrush study on the impact of review quantity on rankings

The number of reviews can have a direct impact on where your business ranks in Google’s Local Pack. This can make disappearing reviews concerning, but with the right strategy, you should quickly replace any lost reviews. Encourage satisfied customers to leave fresh feedback regularly. Generating reviews for business listings is as simple as asking customers for their feedback. Make a polite request on invoices, follow-up emails or texts. SMS is one of the most effective ways to reach people because they have an almost 100% open rate.

Just make sure you give them a link to the listing you want them to review your business on. For example, use Semrush’s Free Google Review Link and QR Code Generator to get more Google reviews the simple way.

Verify and update your Google Business Profile

Ensure your Google Business Profile is verified and up to date. Regularly update your business information, including your address, phone number, and business hours. This helps prevent technical issues and ensures your profile remains active and visible.

Accurate information: Semrush Local’s Listing Management manages your business listings across multiple platforms, ensuring consistency and boosting your local search rankings.

Learn from competitor insights

Competitor analysis provides valuable insights into industry standards and customer expectations, helping you improve your own practices. Analyze your competitors' reviews to understand what works for them and identify opportunities for improvement. Use these insights to enhance your review management strategy and stay ahead in your industry.

Spy on your competitors: Use Semrush Local’s Review Management tool to monitor reviews centrally, and also see where you stand vs. competitors. 

Contact Google

If all else fails, it might be time to get in touch with a Google expert. Start by searching the Google Business Profile Help forum, where experts may be able to answer your questions. If you’re still left wondering “Why did my Google reviews disappear?” contact Google support.

Get it down: Documenting your issue thoroughly can expedite the resolution process when contacting Google support.