The moving boxes are unpacked and your new address appears on Google, but the reviews you earned at the old location seem to have disappeared. Before treating them as permanently lost, work out what changed on Google as well as in the business. Updating one profile, creating a second listing, and changing the identity of the business are different situations.
Quick Answer
Google says reviews normally transfer automatically when a business moves and keeps the same name, with exceptions for certain categories. First check whether you updated the existing profile or created another one. If reviews remain on an old listing or disappear after verification, document both locations and contact support. Do not assume every move qualifies for a transfer.
Find the old listing before changing anything else
Search Google Maps for your business name with both the old and new addresses. Save the public link for each relevant result and note where the reviews actually appear. A lower count on a new listing is not the same observation as reviews vanishing from the original profile.
Compare those results with the profile you manage. Record whether you edited its address, created a replacement, or asked someone else to handle the move. If an agency or colleague helped, ask for the sequence of changes rather than assuming the address was simply updated.
| What you find | What to record |
|---|---|
| One profile now shows the new address | The address-change date and any verification or review notices. |
| Old and new listings both exist | Both Maps links and the reviews visible on each. |
| The profile was suspended and later restored | The reinstatement date and support case reference. |
| The move also involved a major business change | Exactly what changed in the name, offering, or identity. |
Check which relocation rule applies
Google’s review transfer guidance says reviews transfer automatically when a business moves and retains its name. It identifies exceptions, including hotels, golf courses, and scenic attractions, where automatic transfer may not happen. Significant business changes can also make previous reviews irrelevant.
There is a further distinction in Google’s policy overview. For businesses whose physical identity is central to the customer experience, such as dining, lodging, or entertainment venues, it says location edits are rejected and relocation requires closing the old profile and creating a new one. If this describes your business, check the applicable policy with support before assuming the standard address-edit route fits.
These instructions mean a move needs to be assessed in context. A contractor changing its operating base and a venue moving to entirely different premises should not automatically follow identical advice. Explain the type of business when asking Google about missing reviews.
If you accidentally created a second profile
For the general relocation case, Google’s duplicate-profile guidance recommends updating the existing profile rather than creating another one. Its review transfer page directs businesses that accidentally created and verified a replacement to contact support about transferring reviews. Keep both profile links available for that request.
Do not delete the old listing as an experiment to make its reviews reappear elsewhere. First establish which profile is being retained and what support recommends for your situation. A transfer request also does not mean every piece of profile content will be handled identically.
If Google merges duplicate profiles, its guidance says reviews combine but replies may be lost. Keep your own record of important business responses before pursuing that route. Merge requests are reviewed, and the profiles must represent the same business.
Separate a move from a review delay
Google’s missing-review guidance says reviews can take a few days to appear after profiles are merged. It also recommends contacting support when reviews disappear following reinstatement. Reviews removed for policy violations will not be restored through that missing-review process.
Record what the profile actually says rather than diagnosing every disappearance as a transfer failure. If the issue concerns a customer’s new submission rather than your older review history, our guide to a Google review that is not showing up covers that narrower investigation.
Send support a clear relocation timeline
Use Google Business Profile support and describe the move in chronological order. Include the old and current profile links, the move date, whether the name stayed the same, and any verification or reinstatement steps. Add dated screenshots you already have without including unrelated customer information.
For example, an illustrative request could say: “We moved on [date] and edited our existing profile. The business name stayed the same. We completed verification on [date], and first noticed the older reviews missing on [date]. Here is the current profile link and the earlier screenshot.” Replace those details with facts you can confirm.
Keep the case reference and use it when following up. Avoid promising your team a restoration date that Google has not provided. While the issue is investigated, check that customer-facing links lead to the intended current profile, including the destination used in your Google review requests.