Reviews Not Syncing
Quick Summary
If your Google reviews are not appearing in your ResponseIQ dashboard, there are several common causes to check. This article walks you through verifying your Google connection, confirming your location is active, checking your quota, and understanding the sync cycle.
Check Your Google Connection
The most common reason reviews stop syncing is that the connection between ResponseIQ and your Google Business Profile has expired or been revoked. Google OAuth tokens can expire if permissions are changed or if the token has not been refreshed in an extended period.
- Navigate to Settings from the sidebar menu.
- Click on the Integrations tab.
- Check the status indicator next to your Google Business Profile connection. It should show a green "Connected" badge.
- If it shows "Disconnected" or "Expired," click the "Reconnect" button to re-authenticate with Google.
- Follow the Google OAuth prompts to grant ResponseIQ access to your Business Profile.
Important
When re-authenticating, make sure you are logged into the Google account that owns or has management access to the Google Business Profile. Using a different Google account will not restore access to your locations.
Verify Your Location Is Active
ResponseIQ only syncs reviews for locations that are marked as active in your dashboard. If a location has been paused or deactivated, no new reviews will be pulled for that location.
- Go to the Locations page from the sidebar menu.
- Find the location whose reviews are not syncing.
- Check the status indicator. Active locations show a green dot; paused locations show a gray dot.
- If the location is paused, click the toggle switch to reactivate it.
- Reviews will begin syncing for that location at the next sync cycle.
Check Your Quota
Each ResponseIQ plan includes a monthly quota for the number of reviews that can be synced and responded to. If your quota is exhausted for the current billing period, new reviews will not be synced until your quota resets at the start of the next billing cycle.
You can check your current quota usage on the Dashboard overview page, where a progress bar shows how many reviews you have used out of your monthly allowance. If you consistently hit your quota limit, consider upgrading to a higher plan for a larger monthly allowance.
Pro Tip
If you upgrade your plan mid-cycle, the additional quota is available immediately. You do not have to wait for the next billing period to start using the increased allowance.
Understand the Sync Cycle
ResponseIQ checks for new reviews every 15 minutes. This means that a new review posted on Google may take up to 15 minutes to appear in your dashboard. This is normal behavior and not an indication of a problem.
Additionally, Google's own review processing can introduce delays. In some cases, a review may be visible to the public on Google Maps but not yet available through the Google Business Profile API. These API-side delays are outside of ResponseIQ's control and typically resolve within a few hours.
Note
If you have verified your connection, confirmed the location is active, and have available quota, but reviews are still not appearing after several hours, please submit a support ticket so our team can investigate further.
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