In my case, it seems to be the same solution (I'm just trying to help).
A new profile was created for her without the reviews. The original profile must still exist somewhere. If she finds it, she needs to delete the new one and verify the old one; that's what I did, and it worked for me.
If...
The same thing happened to me, look at this thread I posted:
https://localsearchforum.com/threads/i-claimed-ownership-management-of-a-new-clients-gbp-account-at-my-agency-and-the-profile-has-been-duplicated.63018/
On which website or Chrome extension can I see a graph of time versus number of reviews for my GBP?
I'd like to know how many reviews are posted each month or week to compare between months.
It's all sorted!
To verify the original profile, they gave me the option to do it via video, which we already submitted. Then, after contacting support via email, they told us the listing name didn't comply with Google's guidelines, so we changed it. They then asked us to send them three types...
Google support told me to delete the new profile so the duplicate (original) would be published. I've already deleted the new one and now I have to verify the original. The reviews are there, but the replies to them aren't.
Something similar happened to me once, and the replies reappeared when...
I requested access through Maps. I'm now the owner of the original listing (which is currently set to duplicate) and the primary owner of the copy (which is now public), so having access isn't an issue.
The question is, should they make the original listing public so that all the responses to...
The original profile has been marked as a duplicate. I was given access to a copy of the profile that was created and made public after I requested access. However, this profile doesn't have much of the previous information. It has the reviews, but not the replies to the reviews. It's also...
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