You checked your Google Maps listing this morning, and your heart sank. That amazing 5-star review from last month? Gone. The detailed testimonial that perfectly captured what makes your business special? Vanished without a trace.
You’re not going crazy, and you’re definitely not alone.
Google’s review system occasionally removes legitimate reviews – sometimes due to overzealous automated filters, sometimes for reasons that aren’t entirely clear. It’s frustrating, especially when you’ve worked hard to earn that trust and social proof.
But here’s the good news: you can often get those reviews restored. It takes a bit of persistence and the right approach, but many business owners have successfully recovered their missing reviews.
Before You Start: Make Sure Everything’s Above Board
Before reaching out to Google, let’s make sure your review practices are squeaky clean. Google’s automated systems are always watching, and any red flags could hurt your chances of getting reviews restored.
Quick compliance checklist:
- ✅ You ask for honest reviews (not just positive ones)
- ✅ You don’t offer discounts, freebies, or incentives for reviews
- ✅ Your Google Business Profile is complete and accurate
- ✅ You’re not asking family members or employees to leave reviews
If you can check all those boxes, you’re good to go. If not, clean up your practices first – it’ll help your case when you contact Google.
Step 1: Document What’s Missing
Google support will want details, so gather as much information as you can about the missing review(s):
What you’ll need:
- The reviewer’s name (first name and last initial is usually enough)
- Approximate date the review was posted
- The star rating they gave
- Any specific details you remember from their review text
Pro tip: If the review was recent, check if the customer still has a copy. Many people screenshot positive reviews to share on social media, or they might have the confirmation email from Google.
Don’t stress if you can’t remember every detail – Google can often find reviews with just basic information.
Step 2: Find Your Google Business Profile ID
Google support will often ask for your Business Profile ID to quickly locate your specific business. Here’s how to find it:
Method 1: Through Your Google Business Profile Settings
- Open your Google Business Profile Manager
- Click on the three-dot menu (⋮) in the top right corner
- Select “Business Profile settings” from the dropdown menu
- Click on “Advanced settings”
- You’ll see your “Business Profile ID” listed at the top
- Click “Copy ID” to copy the number to your clipboard
Method 2: From the URL Alternatively, you can find your ID in the URL when you’re viewing your Google Business Profile Manager. Look for the long string of numbers in the address bar.
Keep this ID handy – you’ll need it when contacting Google support.
Step 3: Contact Google Support the Right Way
Based on the screenshots, here’s the exact process that works:
Start here: Go to support.google.com/business
Follow these steps exactly:
- Choose your business from the dropdown menu
- Describe your issue in the text box. Type something like “Fix Missing Reviews”
- Select the issue type – Click “Review missing” from the available options
- Review the resources – Google will show you some help articles first
You can review these, but if they don’t solve your problem, click “Next step” - Check for existing cases – Google will tell you if you already have a case in progress . If you do, you’ll need to wait for that one to be resolved first
- Choose contact method – Select your preferred way to be contacted. Email is usually the most reliable option
- Submit your request – You’ll get a confirmation that your email has been sent, along with a case ID for reference
What to include in your message: “Hi, I’m contacting you about a missing review on my Google Business Profile. We had a legitimate review from [customer name] posted on approximately [date] that is no longer showing on our profile. The review was from a real customer who used our services. Could you please help restore this review? My Business Profile ID is [your ID number]. Thank you for your help.”
Step 4: Be Patient but Persistent
Here’s the reality: Google support can be inconsistent. Sometimes you’ll get someone who’s incredibly helpful and solves your problem in minutes. Other times, you might get a generic response that doesn’t address your specific situation.
If your first attempt doesn’t work:
- Wait a day or two, then try again
- You might get a different support representative who’s more helpful
- Stay polite and professional – these folks deal with frustrated business owners all day
- Provide the same clear information each time
What to expect:
- Initial response usually comes within 24-48 hours
- Resolution can take anywhere from a few hours to several days
- Some cases require escalation to a specialist team
Step 5: Keep Building While You Wait
While you’re working to restore your missing reviews, don’t put your review-building efforts on hold. Continue asking satisfied customers for honest feedback.
Smart strategies:
- Take screenshots of new positive reviews as they come in (just in case)
- Focus on providing excellent service that naturally leads to positive reviews
- Follow up with customers a few days after service completion
- Make it easy for customers to leave reviews by sharing your Google Business Profile link
What If Google Says No?
Sometimes Google won’t restore a review, even if it seems legitimate to you. Their algorithms are complex, and they err on the side of caution to prevent fake reviews.
If that happens:
- Ask for clarification on why the review can’t be restored
- Focus on generating new positive reviews moving forward
- Remember that one missing review doesn’t define your business
A Few Final Thoughts
Losing a great review feels awful – we get it. That review represented a real customer relationship and genuine satisfaction with your work. While the process of getting it back can be frustrating, don’t give up after the first try.
Google’s support system isn’t perfect, but there are real people behind it who want to help legitimate businesses. With clear communication and a bit of persistence, you might be surprised by what you can accomplish.
Need help crafting your support message or have questions about the process? We’ve been through this ourselves and are happy to help troubleshoot. Feel free to reach out – we’re always here to support local businesses in navigating these kinds of challenges.
Remember: The best defense against missing reviews is a robust collection of recent, authentic reviews. Keep providing excellent service and asking for feedback – it’s the foundation of a strong online reputation.