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Authorization failures
Google reviews not connecting
Verify Google Business Profile access
You must be an Owner or Manager of the Google Business Profile to connect it to Hoop. Check your access level at business.google.com.
Connect through the correct Google account
When prompted to sign in, use the Google account that has direct access to the business profile. If you use multiple Google accounts, make sure you select the right one.
Facebook reviews not connecting
Check Facebook Page role
You need Admin access to the Facebook Page. Go to your Page, click Settings > Page Roles, and confirm your role.
Ensure the page has reviews enabled
Facebook Pages can disable reviews. Navigate to Settings > Templates and Tabs on your Page and confirm that the Reviews tab is active.
Reviews not syncing
| Issue | Cause | Fix |
|---|---|---|
| New reviews not appearing | Sync delay (reviews sync every 4–6 hours) | Wait for the next sync cycle or click Sync Now in the integration settings |
| Old reviews missing | Hoop imports reviews from the connection date | Reviews posted before the integration was connected are not backfilled |
| Reviews from wrong location | Multiple locations connected | Select the correct location in Settings > Integrations > Reviews |
| Review count mismatch | Platform filters (e.g., Yelp hides some reviews) | Yelp’s recommendation algorithm hides reviews it considers less reliable — these are excluded from the sync |
Google may delay surfacing new reviews by several hours after they are posted. If a review does not appear in Hoop within 12 hours, check if it is visible on your Google Business Profile first.
Duplicate reviews
Check for multiple connections to the same listing
Go to Settings > Integrations and verify you have not connected the same Google Business Profile or Facebook Page more than once. Remove duplicate connections.
Review location mappings
If you have multiple business locations, ensure each location is mapped to the correct Hoop sub-account. A single location connected to multiple sub-accounts will produce duplicates.
Platform-specific API limits
Each review platform enforces its own API rate limits. If you have a high volume of locations or reviews, you may experience slower sync times during peak periods.
- Google — Allows frequent polling but may throttle requests if you have more than 50 locations connected
- Facebook — Rate limits apply per app and per user token; reconnecting frequently can trigger temporary blocks
- Yelp — Limited API access; review data is read-only and may not include all reviews due to Yelp’s filtering algorithm
Best practices
- Connect review platforms as early as possible to maximize the review history available in Hoop
- Assign a team member to monitor and respond to reviews weekly
- Use Hoop’s review request campaigns to generate new reviews on Google and Facebook
- Keep your integration tokens fresh by checking connection status monthly
FAQs
Can I respond to reviews directly from Hoop?
Can I respond to reviews directly from Hoop?
You can respond to Google reviews directly from Hoop. Facebook review responses must be managed on Facebook. Yelp reviews cannot be responded to through Hoop.
Why are some Yelp reviews missing from my dashboard?
Why are some Yelp reviews missing from my dashboard?
Yelp uses a recommendation algorithm that hides reviews it considers unreliable. These hidden reviews are not available through Yelp’s API and will not appear in Hoop.
How do I add a new review platform location?
How do I add a new review platform location?
Go to Settings > Integrations > Reviews, click Add Location, and follow the authorization flow for the platform. Each location must be connected individually.