Troubleshoot Google Connections and Reviews
Start with Access and Scope
Section titled “Start with Access and Scope”Check three things separately: the feature is available for your business, the listing has a usable connection, and your user has the required role at that Location.
| Problem | Check |
|---|---|
| Google Reviews is missing | Data access or an including role, and connected Google feature availability. |
| Reviews are visible but replies are read-only | Google review management at that Location, plus availability of the reply feature. Location manager alone is insufficient. |
| Google account controls are missing | Connection administration requires System owner or Administrator. |
| A notification opens an unavailable review | The connection or your permission may have changed since delivery. The link does not grant access. |
Ask a System owner or Administrator to check Users > Manage Access. Employee tracking alone does not grant review access.
Connection or Listing Problems
Section titled “Connection or Listing Problems”| Symptom | Recovery |
|---|---|
| Wrong or missing listings | Select the correct Google account, check its access at Google, and use Refresh listings. Load further results if offered. |
| Finish connecting Google | Complete the additional Google authorization for ongoing background access. |
| Review Google permissions | Return to Google and review the requested permissions. |
| Account access needs attention | Use Reconnect, then inspect the listing relationships. |
| Authorization cancelled or expired | Start again from FSRevs in the same browser session; do not reuse an old callback URL. |
| Account ready but no reviews | Account authorization and listing association are separate. Explicitly connect the listing to the intended Location and public link. |
| Location created but Google setup incomplete | Keep the existing Location. Use Review and connect, View setup, or refresh when the missing Place ID becomes available. |
| Connected through another account | The selected account has not been enabled for this listing. Use Add this account’s access only if intended. |
| Connected features paused | Existing connections can remain visible. Ask your administrator or support about availability. |
| Access stopped · cleanup pending | The account is disconnected for functional use while cleanup completes. Do not reconnect solely to dismiss this status. |
A public review link continuing to work does not prove authenticated review access is working. See Connect Google Accounts and Listings.
Review Search Problems
Section titled “Review Search Problems”No matching conversations applies to the reviews searched so far. Clear filters with Show all reviews, check Location/listing scope, or choose Search older reviews. Read any partial-coverage or paused-search notice.
A conversation that needs a fresh check may have expired from the saved view. Use Reload review. Missing media or a rating without written text does not necessarily mean the review itself is missing.
Reply and Draft Problems
Section titled “Reply and Draft Problems”| Symptom | Recovery |
|---|---|
| Draft will not save | Keep the editor open and select Retry saving. Do not discard changes unless intended. |
| Another tab changed the draft | Compare Load saved version and Keep my version before choosing. |
| Post button disabled for long text | Shorten the response below the displayed 4,096-byte limit; emoji and some characters use multiple bytes. |
| Awaiting Google | Wait and check the current reply; do not post duplicate text to force approval. |
| Not published | Read the reason, open the private saved submission, and revise before explicitly submitting again. |
| Check your last submission | Google may have received the request. Check its current state, then acknowledge after the five-minute grace period. Acknowledgement does not resend. |
| Draft missing | Check the author account, Location access, and 30-day expiry. Matching draft text can also be cleared after confirmed publication. |
Follow Write and Manage Replies for complete recovery steps. FSRevs does not automatically publish a draft or retry an uncertain reply.
Performance and Notification Problems
Section titled “Performance and Notification Problems”For missing alerts, check the separate new-review and changed-review switches, recipient access, selected Locations, connection status, and delivery-method warnings. Initial monitoring is silent for old reviews; alerts are not a historical replay. See Google Notifications.
For performance, choose a period before today, inspect listing coverage and retrieval time, and use the displayed load/retry action. Missing figures are not automatically zero. Monthly search terms may be incomplete or below a reporting threshold. See Connected Google Performance.
Ask for Help
Section titled “Ask for Help”Provide your Workspace ID, the affected Location, the page/action, the exact visible message, and roughly when it happened. Explain whether it affects one listing or all listings and whether another authorized team member sees the same issue.
Do not send passwords, Google authorization callback URLs, tokens, or private customer information. Support can investigate the local status without asking you to repeatedly submit a public reply.