Syncing & troubleshooting
How often reviews refresh, how to force a sync, and what to do when one stops.
How syncing works
Reviews reach ReviewHive two ways.
As they happen: Google notifies us the moment a review is written or edited on a connected location, and it appears in your inbox within seconds. Facebook changes can also arrive this way when Facebook pushes them to us.
On a schedule: a regular background sync re-reads each active source. This catches anything a notification missed and picks up edits, deletions and responses posted elsewhere. Tripadvisor, the App Store and Google Play rely on this path entirely — those platforms offer no notifications, so nothing about them is real-time regardless of how often we check.
One detail worth knowing about Google: a Business Profile account can send its real-time notifications to only one tool at a time. Connecting a location to ReviewHive points them at us; if you later connect the same account to another review tool, that tool takes them over and your reviews here arrive with the scheduled sync instead. Either way the schedule guarantees nothing is missed — notifications only make it faster.
You can always force a pull with Sync now on the source. Only one sync per source runs at a time, so pressing it twice does not double anything.
Pausing a source
The toggle on a source turns syncing off. Everything already imported stays exactly where it is, and nothing new is pulled until you switch it back on. Use it when a location is temporarily closed, or when you want to stop a noisy source without losing its history.
Editing, replying and deleting elsewhere
If a customer edits a review, or you reply from Google or Facebook directly, the next sync brings the change across. Your ReviewHive copy always follows the provider, because the provider is the source of truth.
Duplicates
There are none by design. Each review is stored under an identifier derived from its source and its provider ID, so re-syncing the same review updates it rather than adding a second copy. Two different sources can never overwrite each other's reviews either.
Common problems
A source stopped importing. Check three things in order: that syncing is not paused, that the provider account you connected with still manages the location or Page, and that the grant has not been revoked. Reconnecting the source fixes the third and keeps your existing data.
A review is in the provider dashboard but not here. Press Sync now. If it still does not appear after a few minutes, it may be a review type we cannot read. Tell us which one and we will look.
Old reviews are missing. Providers limit how far back their APIs reach. We import everything the provider will give us. If your history goes back further than what appears here, that is the provider's ceiling rather than ours.
The numbers on the dashboard look wrong. Check the period and source filters at the top of the page first, because every figure on the page is scoped to them. See Dashboard.