Start here: are they really gone?
Open your listing in a private or incognito browser window, signed out. Sort reviews by "Newest." Sometimes the count updates slowly, or a review is still being checked and shows up a few days later. Google says new reviews can take a few days to appear while they're checked against its policies.
1. Google's spam filter removed them
This is the most common reason. Google runs automated spam checks on reviews, sometimes long after they were posted, and it says some honest reviews get caught by mistake. Reviews it removes for policy reasons aren't put back.
Things that tend to trip the filter: - Several reviews posted from the same place, like a tablet or Wi-Fi at your counter - A burst of reviews right after a promo or a text blast - Brand-new reviewer accounts with no other activity - Reviews from staff, family or anyone with a stake in the business
2. Someone offered something for them
A discount, gift card, drawing entry or freebie in exchange for a review breaks Google's rules, even if you never asked for five stars. So does asking only your happy customers to leave one. If you ran something like that, those reviews are at risk.
3. Your listing was suspended or merged
If your listing was suspended and then reinstated, reviews can go missing. Google's help page says to contact support if that happens. If two listings for your business were merged, reviews can take a few days to show up on Search and Maps.
4. The reviewer took it down
Customers can edit or delete their own reviews, or delete their Google account. When they do, the review goes with it. There's nothing to fix there.
5. You set a future opening date
If your listing has an opening date in the future, Google removes reviews left before that date. Check Edit profile and make sure the opening date is right.
What you can do
- Check your email for notices from Google Business Profile about reviews or your listing.
- If it looks like a technical problem (a suspension, a merge, a whole batch gone at once with no reason), contact Google Business Profile support. Include how many reviews are missing, roughly when they went missing, and whether new reviews still show up. Screenshots help.
- If a review was removed for a policy reason, let it go and keep asking customers in the normal way. It won't come back.
- Keep asking every customer, one at a time, with your review link. A steady trickle holds up better than a burst. There's more on that in how to get more Google reviews the right way.