Trustpilot removals

Remove Trustpilot reviews that break its guidelines

Trustpilot removes a review only when it breaks one of the five flag reasons in its Guidelines for Businesses. We file each review you choose with Trustpilot under the reason it breaks, and you pay for the ones that come down.

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4.5 million

Fake reviews Trustpilot removed in 2024

601,000

Reviews businesses flagged in 2024

Why one bad Trustpilot review matters.

Trustpilot creates a profile page for your business as soon as someone reviews it, whether or not you have claimed it. Anyone over 18 with a recent, genuine experience can review you without an invitation and under any username. A phone call, email or online chat counts as an experience, so a reviewer missing from your order records is not proof of a fake review under Trustpilot’s Guidelines for Businesses.

Your TrustScore counts the most recent review from each reviewer. While Trustpilot assesses a flag, the review stays on your page, unless it was flagged as harmful or illegal, which Trustpilot hides until it decides (What happens after businesses flag reviews).

Businesses flag far more reviews than consumers do: 601,000 against 92,000 in 2024, according to Trustpilot’s Trust Report 2025. In 2024 Trustpilot changed how it handles flags after some businesses used them to suppress negative feedback. A review flagged as not based on a genuine experience now goes through detection software first, and it stays up unless the software finds it suspicious. A business that disagrees with the result can reply and ask for a manual review.

What we file under Trustpilot’s own rules.

Trustpilot removes Trustpilot reviews that break these rules. A Trustpilot review that breaks none of them usually stays up.

Not based on a genuine experience

The reviewer was not eligible to review you: a current employee, a competitor, someone paid to write it, or someone with no recent experience. Trustpilot will not remove a review only because the reviewer bought nothing, and it generally does not check this reason on reviews more than a year old.

Harmful or illegal

Hate speech or discrimination, terrorism, threats or violence, obscenity, and defamation. Only businesses can report defamation, which Trustpilot defines as a false statement that harms a reputation and leads to significant financial loss. An opinion is not defamation.

Personal information

Another person’s name, phone number, email address, or photos and videos of others, such as a review that names one of your employees. Trustpilot keeps details that already appear on your Trustpilot profile or website, and the reviewer’s own details.

Advertising or promotional

Promoting another business or product, links, promo codes, scams, spam, misinformation or AI-generated content. A review that only mentions a competitor or compares you with one is not removed for that.

About a different business

A review that clearly describes another company. If it belongs on another of your own domains, for example your .com profile instead of your .co.uk one, Trustpilot can move it. Trustpilot does not remove a review only because it is vague and does not name you.

What stays up, and what we do not do

Trustpilot does not remove a review because it is negative, critical or unfair in your view, and a review that does not break its guidelines usually stays up. Trustpilot recommends a public reply for those. We do not contact reviewers, write or buy reviews, or ask Trustpilot who a reviewer is. No one can guarantee every review comes down, because Trustpilot makes the final decision on each one.

How to report Trustpilot reviews yourself.

Any business can flag a review from a Trustpilot Business account, on the free plan or a paid one. Each review can be flagged for one reason at a time, Trustpilot assesses only the content you highlight, and a flag cannot be edited once it is sent.

1Log in to Trustpilot Business and go to Manage reviews > Service reviews > Inbox. Find the review and click the flag icon (How to flag service reviews).
2Choose one of the five flag reasons and highlight the content that breaks it. Confirm that you understand misuse of the flagging tool breaks the Guidelines for Businesses, then submit.
3For “Not based on a genuine experience”, use Request information first. Trustpilot sends the reviewer a fixed message asking for their name, email, phone number or reference number, and they have three days to respond. You get one request per review, and none for reviews written from a Trustpilot invitation (How to request information from reviewers).
4For “Personal information” or “About a different business”, Trustpilot asks you to request that the reviewer update the review first. If the reviewer does not fix it, you can flag it to Trustpilot’s Content Integrity Team.
5While Trustpilot assesses the flag, a review flagged as harmful or illegal is hidden and every other review stays online. If Trustpilot needs the reviewer to change the review or send documentation, it contacts them. Follow each flag under Manage reviews > Service reviews > Flagging activity (What happens after businesses flag reviews).
6If you disagree with the decision, reply to Trustpilot’s decision email and say why. For a review you believe is not genuine, details help, such as a product you do not sell or a location you do not have. If you still disagree, use the appeal link in the footer of that email (Guidelines for Businesses).
7Flag 5-star and 1-star reviews by the same standard. Trustpilot’s Transparent Flagging shows anyone the star ratings of the reviews a business flags. Misuse can lead to limited or blocked account access, a Consumer Warning on your profile, and your Trustpilot stars removed from search results.

Sources

How Trustpilot removal works, step by step.

one

Send us the review links

Paste the links to the Trustpilot reviews you want removed into the chat. Each link opens one review, so we work on exactly the reviews you choose.

two

Agree the price first

Your account manager confirms the price and the terms for each review with you before anything is filed. You pay for the ones that come down.

three

We file with Trustpilot

We screenshot each review before work starts. Our filing team files each one with Trustpilot under the guideline it breaks and follows it until Trustpilot decides.

four

We confirm each removal

A person checks every removal before we count it, and we email you the review with its before-removal screenshot. If a removed review comes back, we file it again at no charge.

We file all your bad reviews.

You pay for the ones that come down. On Google, you see the price and accept the terms in the app before anything is filed. For other sites, your account manager agrees the price with you first. No one can guarantee every review comes down, because the platform makes the final decision on each one.

Price first

You see it before anything is filed

No subscription

No monthly fee for removals

Monitoring included

Daily Google review alerts with your first removal

Trustpilot removal, an example.

Online furniture store, Charlotte

Nine one-star reviews arrived over two weeks, and none matched an order in the store’s system. Several named a sales rep and accused the store of fraud. The TrustScore fell from 4.4 to 3.8.

We filed the reviews with Trustpilot: the ones from people the store had no record of as not based on a genuine experience, and the ones naming the sales rep for personal information. Trustpilot removed seven of the nine.

3.8 → 4.3

TrustScore after removal

Real Google reviews we’ve had removed.

Each one now reads “This review is no longer available.” Business names are blurred for privacy.

A Google review that now reads: This review is no longer available

What every client gets.

Every review tracked

The TrustOS portal shows each review as Waiting to be sent, Being worked on, Removed, Could not be removed, or Stopped.

An email before any charge

Before we charge for a removal, we email you the review and the amount. If something looks wrong, reply to that email.

Refiled if it comes back

A platform can restore a review it removed. If that happens, we file it again at no charge, and we never bill you twice for the same review.

Daily monitoring

We read every Google profile you connect about once a day. One email lists the new 1 and 2 star reviews across all your profiles. It comes with your first removal.

A named account manager

One person looks after your account and answers your emails and texts, Monday to Friday, 9am to 5pm ET.

A planning call for 10 or more

If you have 10 or more bad reviews, the app offers a free 15-minute planning call with your account manager.

Our clients, in their own words.

Screenshots of messages clients sent us. We keep every client’s work confidential.

Chat message from a client saying their Trustpilot score has climbed since the fake reviews stopped

Client message saying the team removed fake reviews that were dragging down their Trustpilot page

Chat where a client thanks the team for getting fake reviews off Trustpilot, with the score up from 3.2 to 4.7

Client message saying fake Trustpilot reviews that hurt their business were removed

Message from an online store owner whose fake Google reviews were cleared, marked successfully removed

Trustpilot rating before and after, 3.3 and 4.5 stars, with the client chat about the new score

Client messages saying a video was removed and the YouTube videos hurting their business no longer show

Client message about a fake Google review the team removed, marked successfully removed

Chat where a client says their fake Trustpilot reviews are gone and the score went from 3.5 to 4.5

Chat where a client thanks the team for removing unfair reviews

Client message saying fake guest reviews on Airbnb were removed, marked successfully removed

Chat where a client thanks the team for removing irrelevant Trustpilot reviews, with the score up from 4.0 to 4.7

Client message saying a two-year-old Reddit thread about their company was removed, marked successfully removed

Chat where a client thanks the team for sorting out fake Trustpilot reviews from competitors

Message from a salon owner whose two fake Google reviews were removed, marked successfully removed

Client message saying their Trustpilot score rose above 4 and their support team gets fewer questions

Questions about removing Trustpilot reviews

How many fake reviews does Trustpilot remove?

Trustpilot removed 4.5 million fake reviews in 2024, 7.4% of the reviews submitted, up from 6.1% in 2023, according to its Trust Report 2025. Its software caught 90% of them automatically, and Trustpilot says most of the fake reviews it removes are positive.

Does a flagged Trustpilot review stay up while it is assessed?

Yes, unless it was flagged as harmful or illegal. Trustpilot hides those while it looks into them. Every other flagged review stays online, and if Trustpilot needs the reviewer to change the review or send documentation, it asks them to act within three days.

Is the reviewer told when a Trustpilot review is reported?

Not every time. Trustpilot’s help page says it tells the reviewer when a review is flagged as harmful or illegal, and emails them if it finds the review breaks its guidelines or takes it offline. A Request information message also tells the reviewer that the business asked about them. We never contact reviewers.

Can flagging too many reviews hurt a business on Trustpilot?

Yes. Trustpilot treats flagging too quickly, for the wrong reason, or only negative reviews as misuse. Penalties include limited or blocked account access, a Consumer Warning that hides your TrustScore and closes your profile to new reviews, and your stars removed from search results. In 2024 Trustpilot sent 19,000 warnings to businesses for misuse of all kinds, and 9,000 Consumer Warnings were active.

Can a removed Trustpilot review come back?

Yes. Trustpilot does not delete a review it takes offline. If the reviewer later sends documentation or edits the review to meet the guidelines, Trustpilot can put it back. If a review we had removed comes back, we file it again at no charge and never bill you twice for it.

What if nothing comes down?

You pay for the ones that come down. The platform decides on each review, and a review it keeps up shows as Could not be removed in your TrustOS portal.

What if nothing comes down?