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Troubleshooting

Fixing problems with Google figures

What to do when a location's Google rating or star breakdown is missing or looks wrong.

3 min read

Your Google figures come from each location's Google listing. There is no Google account to connect, so there is no sign-in to repair. Most problems come down to the listing, or to Google's page not giving the star counts for a while.

For how it works, see Showing your Google reviews for each location.

"No Google listing for this location yet"

The location has no Google listing.

  1. The Admin owner or an Admin opens Settings → Locations.
  2. Press Edit on the location.
  3. In Google listing, find the business by name, or paste its place ID or a Google Maps link that contains one.
  4. Save, then press Refresh on Ratings → Google.

A User cannot add the listing. Ask the Admin owner or an Admin.

"Not read from Google yet"

The listing is set, but the figures have not been read yet. Press Refresh on Ratings → Google. It takes up to a minute. If you do nothing, the figures are read within the day.

The figures are for the wrong business

The listing points at another place, for example a business with a similar name, or another branch.

  1. In Settings → Locations, edit the location and choose the right business.
  2. Press Refresh.

When the listing changes, the old figures are cleared at the next reading, because they belonged to another place. The chart of reviews over time shows only the current place.

Refresh is not available

Each location can be refreshed once every 10 minutes, whoever presses it. The button says when it can be used again. The figures are also read once a day without anyone pressing anything.

"Google Maps did not give the star counts this time"

The star breakdown is read from the business's public Google Maps page. When that does not work, the figures come from Google's Places data instead: the rounded rating and the total number of reviews.

  • The tab keeps showing the last star breakdown, with its date.
  • Nothing needs doing. The next reading tries the Maps page again.

"The figures were not read from Google this time"

Neither source answered. The last figures stay on screen. Try Refresh again in 10 minutes.

The count is a little behind Google

Figures are read once a day, and Google itself can take a while to show a new review. Press Refresh to read them now.

The exact average differs from the Google rating

The Google rating is rounded to one decimal. The exact average is worked out from the number of reviews at each star level, so it can differ by a few hundredths. Both are correct.

The goal says it cannot be reached

Some goals cannot be reached with five-star reviews alone, for example a 5.0 when you already have reviews under five stars. Choose a lower goal.

You want to reply to Google reviews

RepRocket does not connect to your Google Business Profile account, so it cannot read review text or post replies. Reply in your Google Business Profile.

Customers cannot leave a Google review from the funnel

That is the funnel's review link, not the Google listing. Check the Google review link in the funnel's Set up → Review links. See Review links: Google, Yelp, Facebook and other sites.

Still stuck

Contact us with the location's name and what the Google tab says. Use Help → Chat with us in the dashboard, or email support@reprocket.app.

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