Google has acknowledged a display issue affecting some Business Profiles, where the review count appears lower than the actual number of reviews. Importantly, the reviews themselves have not been removed and remain intact on the backend.
Official Statement:
A Google representative stated, “We’re aware of an issue affecting some Google Business Profiles, causing some profiles to show lower-than-actual review counts due to a display issue. The reviews themselves have not actually been removed. We’re working hard to resolve this and restore accurate review counts as quickly as possible.”
Key Takeaway:
If your business profile suddenly shows a decrease in the total number of Google reviews without any changes on your part, this display issue might be affecting you.
Common Reasons for Missing Reviews:
While the current display glitch is a significant factor, Google may also remove or filter reviews for various policy-related reasons. Before filing an appeal, consider whether your missing reviews fall under any of these categories:
•Policy Violations: Reviews containing spammy text, inappropriate language, or promotional URLs may be removed. Refer to Google’s Review Policy Guidelines for specifics.
•User-Deleted Reviews: Reviewers may edit or delete their own reviews.
•Account or Profile Issues: Suspended or deactivated Google accounts can cause previously published reviews to disappear.
•Spam Filtering: Google’s automated spam detection can occasionally flag legitimate reviews and temporarily remove them.
How to Verify If You’re Affected by the Display Issue:
Before submitting an appeal, perform the following checks to confirm you’re dealing with the display glitch rather than a legitimate removal:
1.Compare Mobile vs. Desktop Views: Sometimes, the review count displayed on mobile devices differs from that on desktop. If you notice a discrepancy, it could indicate a display issue.
2.Ask Your Reviewers: Contact customers whose reviews seem to have disappeared. If they can still see their review in their “My Contributions” section in Google Maps, it likely hasn’t been permanently removed.
3.Monitor Google Announcements: Keep an eye on the Google Business Profile Help Community for official updates.
Steps to Appeal or Report Missing Reviews:
If you’ve confirmed that reviews are missing for reasons other than policy violations or strongly believe they are part of the display glitch, 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 or customer proof).
2.Check the Review Policy:
•Review Google’s Review Policy Guidelines to ensure none of the missing reviews violate any rules.
3.Use the “Business Profile Support” Form:
•Visit the Google Business Profile Help Center.
•In the “What can we help with?” box, select your business listing if you have more than one.
•Type “Google Reviews Missing” and click “Next Step.”
•Choose “Review Missing.”
•In the “Resources” box, click “Next Step.”
•Fill out the form with details about your business, the missing reviews, and any proof you have.
4.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 representative.
•Clearly explain that you have verified these reviews do not violate policy and appear to be lost due to the display glitch.
5.Follow Up Politely but Persistently:
•If you do not receive 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:
•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.
•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), they may be permanently removed.
•Provide evidence that your reviewers are genuine customers if you suspect an error.
•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.
•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:
•Check if your missing reviews violate Google’s Review Policy.
•Confirm the issue is the known display glitch (compare mobile vs. desktop).
•Gather evidence (screenshots, customer feedback).
•Fill out the Missing Reviews Form on Google’s Support site.
•Follow up with Google Support if needed.
•Keep monitoring the official Google Business Profile Help Community for announcements.
Sample Email Template to Google Support:
Subject: Missing Google Reviews – [Practice Name]
Hello Google Support Team,
I am writing regarding several legitimate customer