If you’ve ever logged into your Google Business Profile and realized that one of your client’s glowing (and totally real) reviews has disappeared—you’re not alone. It’s maddening. You worked hard for that trust, that testimony, and now it’s just… gone. No warning, no explanation.
And when you reach out to Google support? Sometimes they’re helpful. Other times, it feels like you’re speaking into a void—no reply, or worse, someone who clearly didn’t read your message and just sends a generic copy-paste response.
But here’s the deal: don’t give up. It often comes down to who you get on the support team. Try again. Be kind, clear, and persistent. Many small business owners have had their reviews reinstated just by following through.
Step 1: Make Sure You’re Compliant
Before you reach out to Google, double-check that everything on your end is above board.
- Don’t offer rewards, discounts, or compensation in exchange for reviews
- Don’t ask only for positive reviews—just honest ones
- Keep your profile accurate and complete
Google’s review filters are partly automated and can flag innocent reviews if your account appears suspicious or promotional. Staying compliant gives you the best chance of success when appealing.
Step 2: Document the Missing Review
Even if the review no longer appears on your profile, gather as much detail about it as you can:
- Ask the client if they still have the review content or a screenshot
- Note the reviewer’s name, date of submission, and rating
- Go to the Reviews tab in your Google Business Profile Manager to confirm it’s gone
Step 3: Contact Google Support
Now that you’ve done your homework, it’s time to reach out to Google directly. You’ll need patience and clear communication.
- Go to support.google.com/business
- Search for “Fix missing reviews” and select Contact Us
- Choose email, chat, or request a callback (we recommend chat or callback for fastest resolution)
- Include details and evidence (screenshot, reviewer name, etc.)
- Clearly request a manual review and reinstatement of the specific review
Step 4: Be Patient & Keep the Momentum
Google may take a few days to respond—or you may need to follow up more than once. If your first support contact isn’t helpful, try again. Explain that this is a legitimate review from a real client and that you’re simply requesting fairness.
Meanwhile, keep asking for new, honest reviews from other clients. And be sure to take screenshots of any new reviews when they post—just in case.
Final Thoughts
Having a legitimate review vanish without explanation is frustrating. But with calm persistence and clear documentation, you may be able to get it reinstated. Google’s systems aren’t perfect—but there are real people behind them, and sometimes, all it takes is the right one to listen.
Need help crafting your support message or gathering evidence? Feel free to reach out—we’re happy to help you troubleshoot.