Google Business Profile (GBP) used to be quite simple.
In the past, GBP listings primarily included a business name, address, phone number, and website URL. That was essentially it.
Over the years, Google has made GBP profiles much more robust, which is very exciting. Businesses can now create a Google Business Profile that truly showcases what they offer.
This enhancement allows businesses to stand out against competitors who neglect GBP as an effective local SEO and marketing strategy.
However, these features and enhancements have also made using Google Business Profile more complex for users. Therefore, when problems with GBP profiles occur, the fixes can be more complex and nuanced, often leading to confusion.
Google has outlined guidelines on when, if, and how businesses can represent themselves on Google Business Profile. Nonetheless, even those guidelines can be confusing.
People often misinterpret these guidelines, leading to spam and fraudulent listings. This can also trigger business listings to get suspended and cause various issues throughout the course of GBP management.
Here are five common Google Business Profile problems users encounter and how to solve them.
### 1. There Are Spammy and Fake Competitor Listings Dominating the Search Results – What Can I Do?
For SEO practitioners, the word “spam” has a negative connotation, and GBP spam is no different. Whether it’s a fake business listing or a keyword-stuffed business name, these types of rule-breakers can harm many people, both searchers and local businesses.
But there are ways to combat GBP spam. Sometimes, it’s as simple as suggesting an edit. For example, if you see a business that is keyword-stuffing their name, you can click on the “Suggest an edit” link and edit the business’ name to correct it.
Once you make the suggested edits to the name, address, hours, or other sections of the GBP listing, Google will review your suggestions. Changes might take effect almost immediately, but sometimes they take longer.
Unfortunately, sometimes even legitimate suggested changes may not be made by Google. If changes you suggest aren’t made, or if a business is blatantly breaking the rules, it’s time to fill out a Redressal form.
Blatant rule-breaking examples include displaying a home address on their GBP profile or being a lead-generation company or online-only business. The Redressal form is a more formal “complaint” form and requires more information about what the violations are and which business is being impacted.
When you fill out the Redressal form, you can upload files and images to help back up the reasons why the business is in violation, such as:
– Screenshots
– Photos
– Private investigator reports
– Audio files
Once you submit the Redressal form, you should receive an email confirming receipt from Google. Each Redressal form will have a unique case number, which is a good idea to keep track of along with the business you reported.
Typically, it takes around two weeks for Google to act on a Redressal form/spam.
### 2. Why Did My Google Business Profile Listing Get Suspended?
Ahhh…The dreaded “Suspended” notice! Nothing is more troubling than seeing this warning in your GBP dashboard:
There are many reasons why Google Business Profile listings get suspended, and most are legitimate. Even if you think you aren’t breaking the rules, chances are you are violating Google Business Profile’s Terms of Service (TOS) or your GBP profile wouldn’t have been suspended.
Flukes do happen, like making too many changes to your listing in one sitting; that can trigger a suspension. However, if you carefully examine your listing and the rules/guidelines, you will probably identify the rule you are breaking.
Here’s an example of a business owner who posted about their suspension on the Google Business Profile Help Forum. They claimed the suspension was “without cause” and “for no reason”; however, upon digging deeper, it was clear why the listing was suspended.
The business owner initially had their business address listed as their home address. According to Google’s guidelines, you cannot display residential addresses on Google Business Profile profiles. The owner then changed the address to their “satellite” office, a Regus virtual office, which is typically not allowed according to GBP guidelines unless specific conditions are met.
When you search for the physical address, it confirms the violation of using a virtual office address.
So, as you can see, even if the business owner didn’t think they were violating guidelines, they were.
#### So What Do You Do If Your Listing Gets Suspended?
If your GBP profile is suspended, don’t panic. First, carefully read Google Business Profile guidelines to identify which rules your listing violated and determine if your business qualifies for a GBP profile.
If your business does qualify for a GBP listing, fix any issues with your listing and fill out a reinstatement request. Note: Do not fill out more than one reinstatement request. Google Business Profile Support needs time to review the information you submit.
When you submit your reinstatement request, explain that you have fixed the listing issues and provide proof that you are a legitimate business eligible for a GBP listing by uploading photos of:
– Permanent business signage – both outside and inside your building
– Business vehicle if you have a Service Area Business (SAB)
– Business license copy
– Registration with the Secretary of State or other related business governing body
Correspond with GBP support via email until the issue is resolved. Essentially, you need to prove to Google you are a real and legitimate business eligible for a GBP listing. Remember, you are not owed a GBP profile; you need to show you qualify to have one.
### 3. What Do You Do When an Ex-Employee Writes a Negative Review About Your Business?
Nobody likes to get bad reviews, especially from an ex-employee. This violates Google’s User Contributed Content Policy’s Conflict of Interest guideline.
If you get a negative review from an ex-employee, you can flag the review by logging into your GBP dashboard, clicking on the review, and the three dots on the right-hand side to flag it as inappropriate.
If the review is not removed, contact Google Business Profile Support. As a business owner, you need to prove the person used to work for you without sharing personal information like HR documents. Provide public social proof like a LinkedIn profile screenshot showing their employment or a social media post mentioning their employment or firing.
### 4. How Do I Get Ownership of My Google Business Profile Listing Back?
It’s common for a business owner to forget their GBP login info or for someone other than the owner to claim a business’s GBP listing.
To regain ownership, visit Google Business Profile, log in, and manage your listings. If you don’t have listings in your account, start typing the business name you need to get manager rights to. If the listing is already claimed, you will see a partial email address used to claim the listing. Use that to log in and manage the profile.
If the email doesn’t look familiar, it means someone else claimed the listing. Click on “Request Access” and answer questions regarding your relationship with the business and the type of access you need. An email will be sent to the current owner, who has seven days to respond. Upon acceptance, you can manage the listing. If denied, you can appeal.
For Service Area Businesses, re-verify using a PIN mailed to you. This flags a duplicate listing, triggering an ownership request process.
### 5. Help! My Google Business Profile Post Got Rejected
Sometimes, a Google Business Profile post gets rejected due to content or photo issues or if the business is in a “sensitive” area. Words within the post might trigger rejection if they are on Google’s “offensive” word list.
If your post is rejected, try re-wording to more generic body copy and avoid sensitive words or images. Avoid including phone numbers or URLs in the post as well.
### Where Should You Go If You Have GBP Questions?
The best place for GBP questions is the Google Business Profile Help Forum, moderated by volunteers with years of experience. Additionally, you can contact Google Business Profile Support via their help support form.
Be patient when asking for help as resources are limited, and response times may be longer than usual.
#### More Resources:
– How to Use Google Business Profile to Boost Your Content & SEO
– Local SEO: The Definitive Guide to Improve Your Local Search Rankings
– Upgraded Google Business Profile Profile Program
#### Image Credits:
– Screenshots taken by the author, September 2020.
