If your dispensary's Google reviews disappeared, first establish whether the entire profile is unavailable, older reviews vanished, or new reviews are delayed. Those are different problems. Record what changed, check the correct location and account, and gather a small evidence file before contacting support. A lower review count does not establish that a competitor reported you or that every missing review can be restored.
For business owners and managers. Sources checked October 23, 2026; Google controls review decisions and may update its procedures.
Start with the symptom
Write one sentence describing what you can observe. “The profile is visible, but approximately 30 older reviews are missing” is more useful than “Google deleted everything.” Use the comparison below as a diagnostic worksheet, not a declaration of the cause.
| What you see | What to check first | Evidence to retain |
|---|---|---|
| The entire location is unavailable | Profile and account notices | Exact notice, location URL and date |
| Older reviews vanished after reinstatement | The reinstatement message and correct profile | Before-and-after records and case number |
| One recent review is not public | Whether it is delayed or received a moderation notice | Approximate submission date and voluntary screenshot |
| Counts differ after a merger | Which profiles were combined | Old and current location identifiers |
| Customers cannot submit new reviews | Any posting restriction notice | Exact message displayed, without private account details |
Five checks before opening a support case
1. Confirm the location and profile
Compare the business name, street address and Maps link. A chain's other branch, an older address, or a duplicate listing can make a review history appear missing. Ask a second manager to confirm the same location. Record which page each person inspected instead of treating a screenshot of a search result as the whole profile.
2. Separate delay from removal
Google's missing-review guidance lists moderation checks, recent profile mergers, older software, and temporary posting restrictions among possible explanations. Some checks take a few days. It also says reviews removed for policy violations will not be restored. An unpublished review therefore needs investigation; it is not automatically a platform error.
3. Reconstruct recent changes
Create a timeline of reinstatement, ownership changes, address edits and support correspondence. Separate confirmed events from your interpretation. If a manager changed the address on Tuesday and noticed fewer reviews Friday, record both dates. Do not write that the address edit “caused deletion” unless support establishes that connection.
4. Check for a restriction
Look in the account's notifications and relevant email threads. Google's policy-restriction guidance explains that fake-engagement enforcement can affect new reviews, existing reviews, or the profile's public notices. Do not assume such enforcement occurred just because a count fell. The presence or absence of an actual notice belongs in your evidence file.
5. Identify whether this followed reinstatement or a move
Google specifically directs businesses to support when reviews disappear after profile reinstatement. For relocation, ownership changes and duplicate profiles, its separate review-transfer guidance explains when reviews may remain or transfer. It warns against creating a fresh profile simply because ownership or the physical location changed. Preserve the existing profile history while clarifying the correct route.
Build a support request someone can investigate
Keep the first message short enough to understand without opening attachments. Put the detailed history in an organized supporting file. Our recommended case outline is:
- Business identity: name, address and exact affected profile URL.
- Observed issue: missing historical reviews, a blocked submission, or another specific symptom.
- Timing: last date the reviews were visible and first date the change was noticed.
- Relevant event: reinstatement, merger or other change, with the supporting notice.
- Examples: a few review links or screenshots already available to you.
- Requested help: investigation of the missing reviews or clarification of a restriction.
If the previous count is an estimate, label it as approximate. Never manufacture a precise number from memory. Keep an original copy of each screenshot and create a separate redacted copy if needed for public discussion. A support forum is not an appropriate place for patient details, identification documents or private messages from customers.
A sample factual description
Our location's profile is visible again following reinstatement on [date]. We can see the business information, but several previously visible reviews are absent. Our last available screenshot, dated [date], shows approximately [count] reviews. The current count is [count]. Please investigate whether eligible historical reviews are missing. Our previous case reference is [reference].
This is an original drafting example. Replace the brackets with verified information and remove fields you cannot substantiate. Attach the evidence; do not describe an attachment you do not actually have.
Avoid fixes that make the record harder to follow
Do not respond to uncertainty by repeatedly rebuilding the profile, mass-changing its details, or asking customers to post duplicates. Those actions obscure the timeline you are trying to explain. Assign one manager to maintain the case, record responses and give other staff a consistent update.
Continue addressing genuine service concerns privately. Missing reviews and unresolved complaints can coexist. Keep those two workstreams separate so that an investigation into the count does not become an excuse to ignore useful feedback.
Frequently asked questions
Does a missing review mean it was fake?
No. Visibility alone does not tell you why it is missing. Check available notices and the circumstances before labeling the reviewer or the content.
Can an agency restore every review?
No agency controls Google's moderation. Ask what work it will perform, what evidence it needs and how it defines completion. Treat guaranteed restoration of every review as a claim requiring scrutiny.
Should customers send us their Google passwords?
No. A voluntary screenshot or review link may help establish what happened. Account passwords and verification codes are unnecessary for a business's evidence file.
What should we measure while waiting?
Record the visible count, profile status, support replies and dates. A single daily observation by one assigned person is a practical starting point; repeated checks by the whole team add little useful context.
Get help assessing the next step
For wider context, read our dispensary reputation-management overview. If the problem involves several profiles or harmful content beyond missing reviews, you can ask about business reputation support from Defamation Defenders.