UPDATE: From March 15th, this issue has been solved by Google
If you’ve noticed that some of your Google reviews have been disappearing and reappearing since January, you aren’t alone.
There’s currently a bug (a technical problem) on Google Business Profile, that is causing some reviews to disappear. They appear back again after some days, but then disappear again.
Although the review counter is fine, if you count each review on your profile, you’ll see that some are missing. In some cases up to 10%.
These reviews are nowhere to be found, and we can only know that because at Cinquo we track exactly how many reviews your business have, and we can tell you how many are missing.
What we know so far
Even if we don’t have an official explanation from Google, we do know there’s a technical glitch/bug in the Google Business Profile API currently affecting how reviews are being displayed. Google is counting all reviews internally, but a synchronization error is preventing some of them from appearing on public profiles (Google Maps or Google Business Profile) and third-party management tools.
What you need to know:
- Reviews are not lost: Google is still recording the reviews; some of them are simply “stuck” in the pipeline.
- API general issue: The API isn’t sending the reviews correctly to external platforms (including Google Maps), causing a discrepancy in your reporting. This is causing reviews to go up and down for everyone as the Google team is working out a solution.
- Resolution: Google’s engineering team is already aware. A fix is expected to roll out within the next few days.
Our advice is you keep offering the best service and asking for reviews to happy customers as always, and use Cinquo to track exactly how many reviews you are missing, and find out as soon as they are all in.
Simply access Cinquo here from your computer or download the App.
We will update this post once we have more updates regarding this issue.
You can also check the Google forum thread where more people and experts are sharing their insights:
