Google Reviews Disappearing? Here’s Why

14 Reasons Why Your Google Business Profile Reviews Disappeared

By Brandon Doyle

Businesses large and small rely on their Google Business Profile (formerly known as Google My Business) as a source of qualified leads and consumer knowledge. One of the most used features of Google Business Profiles are reviews, and if you’ve recently seen your Google reviews disappearing … you’re not alone.

First, don’t panic. Disappearing Google reviews have happened before to many types of businesses of many different sizes.

Here are 14 reasons why your Google reviews disappeared and what you can do to get them back.

Review Spam: Google’s Never-Ending Fight Against Spam and Inappropriate Content

There are several reasons why your Google review is nowhere to be found. Google’s pushback against review spam is perhaps the most common.

If a review violates Google’s prohibited and restricted content for reviews, it will be removed.

While most Google reviews disappear due to spam, fake content, or off-topic content, below are all the reasons why Google may remove reviews in its fight against spam and inappropriate content.

Spam and Fake Content

Google reviews should reflect a customer’s genuine experience. It should not be posted with malintent to manipulate a company’s review rating. Additionally, Google Business Profile reviews must be 100% unique and not found verbatim on other places around the web (Yelp, Facebook, etc.). Lastly, the same review may not be posted by multiple accounts owned by the same user.

Off-Topic

Does the review include content unrelated to the customer’s experience or your business? Does it contain social or political commentary or personal rants about other people, places, or things? Google reviews will disappear if they include off-topic content.

Restricted Content

Google reserves the right to remove your

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Restricted content also includes: • Links to landing pages to purchase restricted goods and services • Email addresses or phone numbers to purchase restricted goods and services • Promotional offers for restricted goods and services • Not all accidental promotional content is deemed a violation of Google Business Profile’s policies—like reviews including menus for restaurants.

Illegal Content

If one of your Google reviews disappears, it may be because it contains illegal content or activity such as:

Images or content that violates the owner’s copyright • Content of dangerous or illegal acts (e.g., human trafficking, sexual assault, etc.) • Illegal products or services like endangered animal products, illegal drugs, prescription drugs sold on a black market, etc. • Images or content that promote violence • Content produced by or on behalf of terrorist groups

Offensive Content

Google will remove reviews containing obscene gestures, profanity, or offensive language.

Dangerous and Derogatory Content

Google reviews will be removed if its content is deemed dangerous or derogatory, including but not limited to: • Threatens or advocates for harm of oneself or others • Harasses, intimidates, or bullies an individual or group of individuals

• Incites hatred against, promotes discrimination of, or disparages an individual or group of individuals based on race, ethnicity, religion, disability, age, nationality, veteran status, sexual orientation, gender identity, or other characteristics associated with systemic discrimination or marginalization

Terrorist Content

Was your Google Business Profile hit with fake reviews from a terrorist group in an attempt to recruit others, promote terrorist acts, incite violence, or celebrate terrorist acts? It will be removed.

Although terrorist content is unlikely for small- and medium-sized businesses in the United States, it could happen.

Sexually Explicit Content

Reviews containing sexually explicit material and/or the sexual exploitation of minors will be removed immediately.

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Impersonation

Reviews left on behalf of others, under a different Google account, will be removed.

Google also reserves the right to remove content, suspend accounts, and/or pursue other legal action against review contributors who falsely claim they represent or are employed by Google.

Conflict of Interest

A Google review may disappear if Google finds a conflict of interest within the review content or from the user. This includes: • Reviewing your own business or the business you work for

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• Posting a review about a current or former employment experience (including employees who were terminated with rightful cause) • Posting content about a competitor to manipulate their ratings or search position.

You Received a Large Influx of Reviews Overnight

Businesses should strive to generate reviews on their Google Business Profile organically, meaning a consistent cadence of new reviews is generated each month.

If you go 10 months without a review and then overnight get (for example) 25 reviews, this may cause your Google reviews to disappear.

The Review Was Written from Inside Your Store or From Too Far Away

Google is smart. It detects a user’s IP address (telling it exactly where the review was left from). If a review was left from inside your store, Google might remove it.

If you serve local customers in their homes, like an HVAC company, plumber, roofer, etc., and a review is left from someone across the country, Google may remove it.

Google Glitched, and Now Your Google Review Disappeared

Google is a behemoth of a search engine. It’s the largest in the world and holds approximately a 90% U.S. market share.

As such, Google has many algorithms and software to manage its search engine and platforms it owns—like Google Business Profiles.

Sometimes, Google experiences bugs and glitches in their technology, causing Google Business reviews to disappear. While Google rarely admits fault, this could be the case for your missing reviews.

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Your Google Business Profile Was Suspended, and Now Google Reviews Disappeared

If your Google Business Profile was suspended, then reinstated, and reviews disappeared during that process, you can get your reviews back.

Submit a Google Business Profile support ticket for more assistance.

Google’s Algorithm Deleted a Legitimate Review by Accident

Unfortunately, Google’s algorithm sometimes deletes legitimate customer reviews. After a review is removed algorithmically, it cannot be restored.

Don’t Forget To Make Sure the User Didn’t Delete Their Review

In rare cases, a Google user may delete a review for any reason. If one (or multiple) Google reviews disappeared, double-check it wasn’t deleted.

Getting Your Reviews Back Isn’t Easy

Unfortunately, getting your disappearing Google reviews back isn’t as easy as it sounds, and there is no guarantee that they will ever come back.

According to Google’s own documentation, missing reviews that were flagged for policy violations are not eligible to reappear on your profile.

I recommend submitting a Google Business Profile support ticket to bring your case to Google and (possibly) get your reviews back.

Brandon Doyle is Blue Corona’s Director of Marketing. He is passionate about growing Blue Corona’s brand in the home services marketing space and contributing to the company’s growth. For more information, visit www.bluecorona.com.

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