Access to (and active) GBP suspended bc it dosnt follow guidelines? How to fix?

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I have a client who already has a GBP and used his personal gmail to open it (for several years open now). Recently he tried to open a 2nd branch GBP, but made the mistake of trying to verify (by text) with a tracked CallRail number (twice). Now when he tries to verify it shows his personal account access to the GBP as suspended (and edit your business info to regain access), BUT the main HQ GBP is still fine/open.

I cant simply remove his email as he is the primary owner of the HQ GBP. Im guessing we have to go thru with an appeal - but should I include evidence as if I have a suspended GBPs for the HQ and 2nd branch? Never been in this situation before and nothing is wrong with the email or the business info we put. I guess change the phone to new direct line, but does anyone have any other thoughts/suggestions? How do I approach this appeal?

I also have access to the HQ and newly created branch 2nd (unverified) GBP as a manager - and neither has been suspended. When I check on the new unverified GBP thru my manager account (which is also a domain email to the client's site), it allows me access just fine and will even let me complete the verification. Should I proceed with verification and ignore the above issue?

 

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Update here - the client never lost access to the HQ GBP. The issue was that a Call Rail tracking number was being used in the 2ry GBP. Once I added his cell phone number as a 2ry number here he regained access. Further, upon trying to verify - his cell phone was offered for phone verification.

We dont want to have his cell phone show though. Does anyone know if its still ok to phone verify thru his cell number (as a 2ry GBP) to the effect that it remains hidden on the public GBP once verified, while the Call Rail number remains showing (as the 1ry GBP)?