Google says reviews usually go missing because they were removed for policy violations (such as spam or inappropriate content), or because they're delayed while being checked. Removed reviews aren't restored.
Step by step
- Wait a few days for brand-new reviews. Google says reviews are checked against its policies and this can delay their appearance.
- Recently merged profiles? Google says it can take a few days for reviews from both profiles to show.
- Customer can't post at all? Google suggests they update their Google Maps app; older phones or software can have trouble.
- Check how reviews are being collected. Google's content policy doesn't allow offering incentives (payment, discounts, free goods or services) for reviews, selectively asking only happy customers, pressuring customers to review while on the premises, or reviews from people with a conflict of interest such as current or former employees. Stop anything that matches; those reviews can be removed.
- After a reinstatement reviews sometimes go missing; Google's help page suggests contacting support in that case.
- Category-wide limits: Google says it may limit reviews for some business types. Primary/secondary schools are one example. If that category doesn't describe you, check your category.
What not to do
- Don't offer incentives or discounts for reviews, and don't ask staff or family to review.
- Don't buy reviews or use review-exchange groups.
- Don't 're-post' removed reviews under different accounts.
Google's official help on this
- About missing or delayed reviews (Google Business Profile Help)
- Manage customer reviews (Google Business Profile Help)
- Prohibited & restricted content (Maps user-generated content policy) (Google Business Profile Help)
Common questions
Can Google restore a deleted review?
Google says reviews removed for policy violations won't be restored.
Can I remove a bad review?
You can't delete a customer's review. Reply calmly, and report a review only if you believe it breaks Google's policy; Google's 'Manage customer reviews' page covers both.
Honest note: This page summarises Google's own public help articles (linked above) plus common-sense checks. We are not Google and can't see inside your account, so we can't promise any outcome: Google alone decides suspensions, appeals, verification and rankings. Google changes its tools and wording often, so if anything here differs from what you see, follow Google's current help page.
Other profile problems
- Google Business Profile suspended or disabled: what to do
- Google Business Profile verification failed: what to try next
- Google Business Profile verification pending or stuck
- How to change your Google Business Profile category
- The category you want isn't in Google's list: what to do
- Service-area business vs storefront: hide your address or show it?
- Your business isn't showing on Google Maps: find out why
- Duplicate Google Business Profiles: how to clean them up
- Google Business Profile name rules (and why keyword-stuffing gets profiles suspended)
- Someone else owns your Google Business Profile: how to request ownership
- Writing your Google Business Profile description (750-character limit)
- Your Google Business Profile edits aren't showing (or Google changed them)
- How to report a fake or unfair Google review (and when it can be removed)
- Add or remove an owner or manager on your Google Business Profile