If you are unable to import reviews from Google My Business, it could be due to a number of factors. We understand it can be frustrating when things don't work.
Given that import from GMB depends on an external service and accounts, it may be that the issues are due to aspects on the GMB side (such as account access, permissions, main accounts that have multiple linked accounts or review verification).
Most cases reported to us are resolved on the GMB side. Therefore this document presents the common causes and solutions to this issue. It is important to go through each section carefully.
We would appreciate it if you can ensure that everything is checked, confirmed and / or attempted before coming back to us. This will help to save your time and ours, and enable us to provide more focused support.
Google My Business Locations and Reviews
Review Criteria
For reviews to be imported, after clicking 'Save and Import', the reviews in the import list must meet the following criteria:
The reviews have comments
The reviews are within the Maximum character count (based on it's setting before the import process)
The reviews are public
The reviews were posted more than 48 hours before
The reviews are verified by Google
Multiple Locations and Review Count
The issue could be a particular location, review, or due to a large number or reviews (especially if the account has multiple GMB accounts attached). It is also recommend, on the Endorsal Import page, to ensure that the list or reviews has fully displayed with the correct review count, before 'Save and import' is clicked.
Please note: you may need to try this again if unsuccessful after the following Google Account checklist.
Choose one location only, ideally one that is not new.
Select a criteria (minimum rating and character count) that ensures the reviews available will import.
Wait for the list and review count to fully finish (if you do this twice, you should get the same number both times).
Ensure that every review in that list meets the criteria in Review Criteria above.
Google Account
To ensure the Google account connection is ok, please try the following.
Please note: there have been issues reported when logging in with an account that is not the owner's account and is connected to multiple other Google businesses. This could be due to have too many connected GMB accounts.
Log out of all other Google services in that browser (including other windows as well as tabs)
Log out of Google in Endorsal
Click 'Continue with Google'
Log in to the Google account you need and Allow the account(s) you need
Select the location and follow the import process
Google Account Email
In some cases we have reports issues when the linked email (to the Google My Business account) has 2-step verification activated.
If this could be the reason for your import issues, we recommend transferring ownership of the business listing to another email that does not have 2-step verification. This could resolve the issue.
Other Google or GMB iIssues
We cannot rule out other issues on the Google My Business side that may prevent verification or import. Please check this also by logging directly into the Google My Business account.
Going Forwards
We have found, in most cases, the issue is resolved at this point. If you have tried and confirmed all the above and still not working, let us know. We will look into it (be aware, we will likely ask you to confirm all the above has been checked).