Reviews not on dashboard but are visible on Maps

[Caroline]

Hello,

I wonder if anyone can suggest a course of action as I am literally pulling my hair out.

Last week my GMB was disabled, after 8 years of nothing happening before. I queried it by a reinstatement form and it was reinstated the next day with no reason for why it was disabled in the first place.

Great. However, on the mobile app, many fields are missing - like it is a new listing.
Secondly, although I can see my reviews on Maps, can click them etc. When I go to my dashboard it says that I have no reviews.
I escalated this several times and GMB support said:

Thank you for contacting Google My Business. This is in regards to your business Alba SEO Services, 21 Young Street, Edinburgh EH2 4HU, United Kingdom.
We comprehend your issue regarding the reviews missing. I have already escalated your issue to the highest level where I can. After keen investigation from the specialist team I received that the review cannot be reinstated.
To protect business owners and customers, we have systems in place that remove reviews that include any of the following: inappropriate content, advertising, spam, off-topic reviews, or conflicts of interest. Learn more about Google My Business content policies.
Sometimes, our algorithms report and remove legitimate reviews. We can’t reinstate these reviews. These measures help ensure that reviews on Google properties are relevant, helpful, and trustworthy.
Thanks for your patience and understanding.


Firstly- it isn't a review I'm talking about - it is all my reviews not being on my dashboard whilst they can be seen live.

I've have emailed them several times but they aren't getting the problem. It isn't an algorithmic problem but a technical one as my app is not working either.

What can I do as I'm getting nowhere?

Many thanks for any suggestions.

 

[Caroline]

So an update - Google has removed all my reviews from the last 8 years. For no reason at all. I'm so fed up with it all that it makes me want to pack it all in. What is the point of working well for your clients and getting genuine reviews for them all to be wiped out in 1 week? With no way to get through to them and question it.

In addition, my GMB app has many blank fields. There is a problem and it looks technical- something went wrong after they reinstated the listing -and I can't get anyone to look at it. I have asked on the Google My Business forum too for help. What a load of hassle for nothing. Any suggestions?

 

[JeffClevelandTN]

So an update - Google has removed all my reviews from the last 8 years. For no reason at all. I'm so fed up with it all that it makes me want to pack it all in. What is the point of working well for your clients and getting genuine reviews for them all to be wiped out in 1 week? With no way to get through to them and question it.

In addition, my GMB app has many blank fields. There is a problem and it looks technical- something went wrong after they reinstated the listing -and I can't get anyone to look at it. I have asked on the Google My Business forum too for help. What a load of hassle for nothing. Any suggestions?

Hi @Caroline, I'm not able to help you with this but I'd suggest replying back with a link to the GMB forum post that you made. Maybe @Colan Nielsen can then take a look and help get it reviewed by someone at Google. Good luck!

 

[Caroline]

Hello,
Thank you. Someone from the GMB forum has helped me and my reviews are back. Thanks

 

[Kurt Steinbrueck]

Hi Caroline,

That's great that you got your reviews back. In the process of getting the reviews back, did you find/receive a way to contact GMB support?

I have a client that has lost some reviews and I haven't been able to find any way to contact support other than Sign in - Google Accounts and the GMB forum, neither of which has gotten me more than a canned response.

If you did get some contact info and you don't mind sharing, I'd be very grateful.

Thanks!
Kurt

 

[Caroline]

Hi Kurt,

I was on the GMB forum and got help. Maybe losing all reviews versus just a few is a different scenario? Did your client lose them after reinstatement? Mine took a few days to come back in total. So it looked like I had lost some but over the week they came back.