🔍 Overview
If the reviews or citations section of a client report is empty, or shows fewer results than you expect, the report itself is usually fine. In most cases the data source behind that section is not fully connected, has not finished syncing, or is outside the report's date range. This article explains the most common causes and how to fix each one.
❓ Why Reviews and Citations Can Be Missing
Reports only show data the platform has already collected for that business. These are the most common reasons a section looks empty:
- Google Business Profile is not connected. Google reviews come from the business's Google Business Profile. Without an active connection, there are no reviews to display.
- The connection has expired. Permissions can lapse if the Google account password changes, access is removed, or the connection is not renewed.
- The wrong location is selected. If the business has several locations, the report may be linked to a different one or to none.
- Data is still syncing. A newly added business or newly connected profile can take some time before reviews and citations appear.
- The date range is too narrow. If no new reviews or citation changes happened in the selected period, the section may look empty.
- The section is turned off in the report. Some report layouts let you show or hide sections, so reviews or citations may not be included.
- Business details do not match. Citations are tied to the business name, address, and phone number. If these are missing or incomplete, citation data may not load.
- No citation data exists yet. If no citation scan or setup has been done for the business, there is nothing to report.
🛠️ Step-by-Step: Fix Missing Google Reviews
- Open the project or business for the affected client.
- Go to the Google Business Profile or local settings area and check that the profile is connected.
- If the connection shows as disconnected or expired, reconnect it using a Google account that has access to the profile. Owner or manager access works best.
- Confirm that the correct business location is selected, especially for multi-location clients.
- Wait for the data to sync. This can take some time after a new connection.
- Return to the client report and refresh or regenerate it.
- Check that the date range covers a period when the business actually received reviews.
📍 Step-by-Step: Fix Missing Citations
- Open the business details and confirm the business name, address, and phone number are complete and accurate.
- Check that citation tracking or a citation scan has been set up for the business.
- If a scan has not run yet, start one and allow time for it to finish.
- Make sure the report includes the citations section and that it is not hidden in the report settings.
- Refresh or regenerate the report once the data has loaded.
⚙️ Check Your Report Settings
If the connection and data look correct but the report is still blank, review the report itself:
- Confirm that the reviews and citations sections are enabled in the report layout.
- Make sure you are not viewing an older, saved version of the report. Generate a fresh one to pull in the latest data.
- Check the date range and comparison period. A very short range can produce empty sections.
- If you share reports with clients through a link or a scheduled delivery, regenerate the report and send it again so the client sees the updated version.
💡 Tips to Prevent This in the Future
- Connect the Google Business Profile as soon as you add a new client.
- Use a shared business account for the connection, rather than a personal one, so access does not lapse if someone leaves.
- Complete the business name, address, and phone number at setup.
- Check the connection status before sending monthly reports.
- Allow time for new data to sync before generating a client's first report.
🧭 Still Not Showing?
If you have worked through the steps above and reviews or citations are still missing, gather a few details so we can help faster:
- The business or project name
- Whether the Google Business Profile shows as connected
- The date range of the report
- Which section is missing: reviews, citations, or both
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.