The five causes, in order
Start at the top. Each row says what you see, what causes it and what to do.
| What you see | Likely cause | What to do |
|---|---|---|
| No Reply button on any review | Likely causeThe signed-in account is not an owner or manager of the profile. | What to doAsk the owner to add you as an owner or manager, then accept the invite. |
| Reply shows on one device but not another | Likely causeThe other device is signed in to a different Google account. | What to doTap your profile picture in Maps or Search and switch to the account that manages the profile. |
| Reply missing on a new profile | Likely causeThe profile is not verified yet. | What to doFinish verification first. If the code never arrived, follow these steps. |
| Reply missing and the profile shows a warning | Likely causeThe profile is suspended or under review. | What to doReplies come back once the profile is restored. How to fix a suspended profile. |
| Reply missing on one review only | Likely causeThe review is not a Google review, or Google is still checking it. | What to doReviews from other sites are answered on those sites. For Google reviews, see Google's help page on replies. |
Worked example: Reply on the laptop, not on the phone
A salon owner's two devices
A salon owner sees Reply on the shop's laptop but not in Google Maps on their phone. Both show the same profile.
- On the phone, open Google Maps and tap the profile picture at the top right to see which account is signed in.
- Switch to the account the laptop uses, the one that manages the salon's profile.
- Open the review again. Reply now shows under it.
If Reply is still missing on that account, the account is not an owner or manager. The owner adds it from the profile's settings, and Reply appears once the invite is accepted.
Questions owners ask
- Can I reply to a Google review if I am not the owner?
- Not as the business. Only an owner or manager of the profile can reply. Ask the owner to add you as a manager first.
- I replied, but my reply does not show. Why?
- Google checks replies before they appear. Google says this usually takes up to 10 minutes and sometimes longer. The full guide to replying covers what to write while you wait.