--- title: "Can’t respond to a Reputation Management review due to an error" slug: "can-t-respond-to-a-reputation-management-review-due-to-an-error" updated: 2026-10-15T00:55:56Z published: 2026-10-15T00:55:56Z canonical: "help.servicetitan.com/can-t-respond-to-a-reputation-management-review-due-to-an-error" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Can’t respond to a Reputation Management review due to an error ## Problem When you try to respond to a Reputation Management review in ServiceTitan, you get an error and your response is not saved. This usually happens because of a sync issue between ServiceTitan, Google Business Profile, and Yext. - Responses sync from ServiceTitan to Google immediately. - Reviews and responses sync from Google To ServiceTitan more slowly because the process depends on Google’s API. The Google to ServiceTitan sync can take from a few hours up to about a week. We recommend responding to reviews directly in ServiceTitan rather than in Google. To resolve the error, work through the following three workflows below in order: - [Confirm the review still exists in Google](/construction/docs/can-t-respond-to-a-reputation-management-review-due-to-an-error#solution) - [Check for pre-existing responses in Google](/construction/docs/can-t-respond-to-a-reputation-management-review-due-to-an-error#check-preexisting-responses-in-google) - [Check the Yext listing status](/construction/docs/can-t-respond-to-a-reputation-management-review-due-to-an-error#check-the-google-listing-connection-status-in-yext) ## Confirm the review still exists in Google If Google or the original poster deletes a review, it can still briefly appear in ServiceTitan. When you respond, ServiceTitan tries to sync that response to a review that no longer exists. The sync fails, and you get the error. To confirm the review still exists: 1. In ServiceTitan, go to the navigation bar and click **Marketing** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-marketing-active.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A46Z&se=2026-10-31T02%3A50%3A46Z&sr=c&sp=r&sig=jHW0FHZncwnv5zG79wZ1EhCHWyUu3EU8BE67wMyPLpQ%3D). 2. In the side menu, click **Locations**. 3. Click **More** ![A simple icon in the shape of three dots, lined up vertically.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A46Z&se=2026-10-31T02%3A50%3A46Z&sr=c&sp=r&sig=jHW0FHZncwnv5zG79wZ1EhCHWyUu3EU8BE67wMyPLpQ%3D) **> Manage Listings** for the location in question. ![Overview of business locations with options to manage listings and create new locations.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(180).png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A46Z&se=2026-10-31T02%3A50%3A46Z&sr=c&sp=r&sig=jHW0FHZncwnv5zG79wZ1EhCHWyUu3EU8BE67wMyPLpQ%3D) 4. Find the Google listing and click the **Generation Link** to access the Google reviews. ![Manage listings with disconnected sites and highlighted Google generation link.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(182).png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A46Z&se=2026-10-31T02%3A50%3A46Z&sr=c&sp=r&sig=jHW0FHZncwnv5zG79wZ1EhCHWyUu3EU8BE67wMyPLpQ%3D) 5. On the Google reviews screen, select **Newest** to sort reviews by date. 6. Find any reviews dated around the time of the review that produced the error in ServiceTitan. ![A1 Service rated 4.9 stars, with sorting options including 'Newest'.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(183).png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A46Z&se=2026-10-31T02%3A50%3A46Z&sr=c&sp=r&sig=jHW0FHZncwnv5zG79wZ1EhCHWyUu3EU8BE67wMyPLpQ%3D) If you can’t find the review in Google, the deletion is the cause of the error. No further action is needed in ServiceTitan. If you find the review in Google with the same name and wording, continue to the next workflow. ### Check for pre-existing responses in Google Google allows only one response per review. A response might already exist in Google but not yet appear in ServiceTitan. In that case, your new response is rejected as a duplicate, and you get an error. To check for a pre-existing response: 1. Use the [Check Google My Business](/construction/docs/can-t-respond-to-a-reputation-management-review-due-to-an-error#confirm-the-review-still-exists-in-google) workflow above to open the company reviews in Google. 2. Find the review in question. 3. Check whether the review already has a response in Google. - If a response already exists, wait about a week for it to sync to ServiceTitan. ![Customer review and business response highlighting service quality and availability.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1780330876160.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A46Z&se=2026-10-31T02%3A50%3A46Z&sr=c&sp=r&sig=jHW0FHZncwnv5zG79wZ1EhCHWyUu3EU8BE67wMyPLpQ%3D) - If no response exists, check the location’s listings management setting. If **Activate listings management for this location** is enabled, continue to the next workflow. If it is not enabled, contact [Technical Support](http://go.servicetitan.com/ask). ### Check the Yext listing status Listings management depends on a working connection between Yext and Google. If that connection breaks, your responses cannot sync to Google, and you get an error every time you try to respond. Check the Google listing status in Yext for connection errors. If errors exist, resolve them to resync the listing. 1. In ServiceTitan, go to the navigation bar and click **Marketing** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-marketing-active.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A46Z&se=2026-10-31T02%3A50%3A46Z&sr=c&sp=r&sig=jHW0FHZncwnv5zG79wZ1EhCHWyUu3EU8BE67wMyPLpQ%3D). 2. Under the *Reputation* menu, click **Listings**. Your Yext account opens in a new tab. 3. In Yext, click **Listings > All Listings** in the left navigation menu. ![Yext menu showing 'All Listings' option highlighted in the sidebar.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(184).png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A46Z&se=2026-10-31T02%3A50%3A46Z&sr=c&sp=r&sig=jHW0FHZncwnv5zG79wZ1EhCHWyUu3EU8BE67wMyPLpQ%3D) 4. Find Google Business Profile in the list of publishers, and find the **Listing Status** column. ![Overview of listings showing synced and unsynced statuses with recommendations for improvement.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1780331161189.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A46Z&se=2026-10-31T02%3A50%3A46Z&sr=c&sp=r&sig=jHW0FHZncwnv5zG79wZ1EhCHWyUu3EU8BE67wMyPLpQ%3D) - If the status is **Synced** and the *Status Details* column shows no errors, contact [Technical Support](http://go.servicetitan.com/ask). - If the status is **Not Synced**, click the listing. A panel opens with more information and recommended steps. ![Overview of listings with a linked account issue and recommended solutions for syncing.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1780331268754.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A46Z&se=2026-10-31T02%3A50%3A46Z&sr=c&sp=r&sig=jHW0FHZncwnv5zG79wZ1EhCHWyUu3EU8BE67wMyPLpQ%3D) 5. Follow the **Solution** steps in the panel to resync the listing. > [!NOTE] > **Note:** For common listing error messages and resolution steps, see [Reputation reviews aren’t syncing: ‘Needs Attention’ error](/construction/docs/reputation-reviews-arent-syncing-in-servicetitan-due-to-needs-attention-error). If the recommended steps do not return the listing to *Synced* status, contact [Technical Support](http://go.servicetitan.com/ask). ### Related Content - [[Troubleshooting] Reputation reviews aren't syncing in ServiceTitan due to the 'Needs Attention' error on the review site listing](/construction/docs/reputation-reviews-arent-syncing-in-servicetitan-due-to-needs-attention-error) - [Manage reviews](/construction/docs/manage-reviews) - [Add and remove location group owners and managers](https://support.google.com/business/answer/6085299?hl=en) Tools for requesting, monitoring, and responding to online reviews across Google, Yelp, and other platforms. **What it does:** Protects and grows a business's online reputation — the primary driver of inbound calls — by automating review requests and responses. **Also called:** Review management, Online reviews **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)