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Reviews missing from your dashboard

Ratings that seem to have vanished are usually filtered out of view, never completed, or were left directly on Google. This page separates the three cases in a couple of minutes.

1. The period selector is hiding it​

The dashboard shows a period, not your whole history. The selector offers 30 days, 3 months and 9 months, and every tile and chart follows it. A rating from four months ago is genuinely absent from the 30 day view.

If the rating distribution says there are no reviews yet for this period, widen the period before concluding anything else.

2. A location filter is applied​

The reviews screen has Filter by location. If it is set to one location, ratings from every other location disappear from the list. Set it back to All locations.

This is the most common cause in multi-location accounts, because the filter stays where you left it while you were looking at a single site.

3. There was a scan, but no rating​

Scans and ratings are different events. Somebody can open your review page, look at it and walk away without touching a star. That counts as a scan and produces no review, so a gap between the Scans chart and your review count is normal rather than a fault.

The gap is worth watching as a number in its own right. A large one usually means the page loads somewhere inconvenient, such as a code placed where people are already leaving, or copy that does not explain what you are asking for.

Where to look for the raw rows

The reviews screen lists each rating with its date, location, rating, feedback, device, browser and whether the customer was redirected. If a rating exists at all, it is in that table.

4. The review was left on Google, not through Trustaroo​

This is the single biggest source of confusion. Trustaroo counts what happens on your own review page. It does not read your Google Business Profile, your Trustpilot profile or any other public platform, and it never imports public reviews into your dashboard.

So a customer who searches for your business on Google and writes a review there is invisible to Trustaroo, even though the review is real and public. Your Trustaroo numbers measure the funnel you run; your platform dashboards measure what was published.

Two consequences worth remembering:

  • Your Trustaroo review count and your Google review count will never match, and neither is wrong.
  • A customer who was redirected to Google is recorded in Trustaroo as redirected. Whether they actually posted is only visible on Google.
Do not use Trustaroo as a public review archive

Public reviews live on the platform that hosts them. Use Trustaroo for the ratings and private feedback you collected, and your Google or Trustpilot dashboard for what is published.

5. You are looking at the wrong business profile​

If your login administers more than one business profile, check that the profile you are viewing is the one the customer rated. The Organization users screen shows which profiles a login administers, when you have access to it.

Still missing?​

Reconstruct the individual case rather than the totals:

  1. Ask roughly when the customer rated you, and at which location.
  2. Widen the period to 9 months and set the location filter to all locations.
  3. Search the review table around that date.
  4. If there is a scan but no row, the customer left before submitting. If there is no scan either, they never opened your page and probably went to Google directly.