Missing or Lost Google Reviews?

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1. Using a Google Chrome Browser, paste this link into your address bar https://support.google.com/business/gethelp. Make sure that you are logged into your Google account inside the Chrome Browser that is attached to the Google Business Listing you are working on. If you have multiple accounts, just choose the specific account to be used.
2. On the Step 1 Box (What can we help with?), answer the following questions:
   1. Which business do you need help with? – Choose your listing from the list (if there is more than one) 
   2. Tell us what we can help with: – Type “Google Reviews Missing”. Click NEXT STEP.  Select “Review Missing”
3. On Step 2 Box (Resources) – Click NEXT STEP
4. On Step 3 Box (Contact options) – choose your Preferred Language, then click the button that says “Email”.
5. After clicking, another page will appear. Fill in the relevant info. 
   1. Name
   2. Email Address
   3. Phone Number
   4. Relationship with the Business (Choose from the given list)
   5. Business Name
   6. Business Address
   7. Business Profile ID (Click HERE to learn where to get your profile ID – it will take you to the bottom of this document)
   8. Answer the following questions
      1. Has the profile recently been suspended or disabled?
      2. Does the profile belong to elementary, secondary, or high school?
      3. How many reviews are missing from the profile? (give your best guess, you may not even know)
      4. Are new reviews being published on the profile? (If you don’t know, then say so)
      5. What’s the time frame in which the reviews have gone missing? (again, give your best estimate)
      6. Reviewer’s name (Specific Reviewer that the review is not published – If you do not know, that’s fine, but if you have the name of even one reviewer who left a review, but it didn’t show up, try to remember it and note it here)
      7. Describe your issue –  My reviews aren’t showing up. Etc etc, being as detailed as possible, helping with relevant info that could help your case
      8. Related case ID(s) – Not relevant if this is your first time doing this process, otherwise, use Case ID from previous attempts
6. Once complete, click Submit. Take a screenshot of your case ID for future reference.From there, I touched in every couple days, graciously just asking for progress updates, asking if they needed anything more from me, etc – If you want, you can share a screenshot if you have one from a client who left a review but it didn’t show up.
7. This process takes about 2 weeks, be patient. You’ll receive a message through email from Google thanking you for contacting Google Business Profile support and letting you know what they think is the issue. 
   1. Reply with: The resources provided did not help me resolve the issue. Please let me know how I can get my reviews reinstated/showing up. Regards, [Your name]
   2. You should get an email back saying they have escalated the issue to a specialist. 
   3. Reply something along these lines: Thank you for your assistance. Where can I expect a reply from the specialist?
   4. From there, I touched in every couple days, graciously just asking for progress updates, asking if they needed anything more from me, etc – If you want, you can share a screenshot if you have one from a client who left a review but it didn’t show up.
8. Then if all goes well, about 2 weeks after you start the process, the reviews should pop back up. I actually got a call from a Google rep, telling me the reviews were live, not sure if they do this every time, but let me tell you, it felt like Christmas!
9. Because I want to stay on Google’s good side, I even sent a follow-up email thanking them for taking care of me, and got a reply from the specialist, saying I had made his day. It can’t hurt to act like there are humans on the other end of the line – because there ARE.

Note: Be gracious and courteous when raising your issues and when asking for another way or process to get the issues resolved.

 

NOW GO CELEBRATE your new found reviews! And shoot me a message that this worked. If it doesn’t please let me know as well. 

In the trenches with you, 

Lewis Vandervalk