> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Integrating multiple review platforms

> Troubleshoot issues connecting review platforms like Google, Facebook, and Yelp to the HoopAI platform, including authorization failures, sync problems, and duplicate reviews.

When your review platform integrations are not working correctly, the problem usually involves authorization, sync timing, or platform-specific API restrictions. This guide covers the most common review integration issues in the HoopAI platform and how to resolve them.

***

## Authorization failures

### Google reviews not connecting

<Steps>
  <Step title="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](https://business.google.com).
  </Step>

  <Step title="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.
  </Step>

  <Step title="Accept all permissions">
    Declining any permission during the OAuth flow will prevent Hoop from reading your reviews. If you accidentally declined, disconnect and reconnect the integration.
  </Step>
</Steps>

### Facebook reviews not connecting

<Steps>
  <Step title="Check Facebook Page role">
    You need **Admin** access to the Facebook Page. Go to your Page, click **Settings > Page Roles**, and confirm your role.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Reconnect if permissions changed">
    If your Facebook Page role changed or you updated your Facebook password, the integration token may be invalid. Disconnect and reconnect in **Settings > Integrations > Facebook**.
  </Step>
</Steps>

<Warning>
  Yelp does not offer a public API for pulling reviews into third-party platforms. Hoop can monitor your Yelp listing for new reviews, but response management must be done directly on Yelp.
</Warning>

***

## 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 |

<Note>
  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.
</Note>

***

## Duplicate reviews

<Steps>
  <Step title="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.
  </Step>

  <Step title="Review location mappings">
    If you have multiple business locations, ensure each location is mapped to the correct Hoop account. A single location connected to multiple accounts will produce duplicates.
  </Step>

  <Step title="Contact support if duplicates persist">
    If duplicates continue after removing extra connections, contact Hoop support. There may be a sync issue that requires a manual reset.
  </Step>
</Steps>

***

## Platform-specific API limits

<Info>
  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.
</Info>

* **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

<Tip>
  Enable review notifications in Hoop so you are alerted when new reviews come in. Fast responses to negative reviews can improve your overall rating and customer trust.
</Tip>

* 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>