Best Course of Action when a Client Can't Get Access to their Google+ Page

[RMSNJ]

Hi Linda,

I have been running into a lot of clients lately that have existing and often claimed Google+ pages that they don't have access to. In many cases I know that these pages were created by a former SEO who isn't willing to give them access to their Google+ login for one reason or another, or a former employee who has since left the company. When this is the case, I don't see too many options to get a hold of my client's account. Obviously, I can't create a second page for them without creating a duplicate, and I know that having Google contact the page owner to ask for a transfer of ownership isn't going to get us access because the current owner has already shut my client out. My hands are kind of tied at this point, but I need to be able to correct my client's mistake when an issue like this comes to me.

So my question to you is, what is the best practice to get access to a Google+ page for these clients? I have heard that contacting Google and having them kill the page we don't have access to is an option so we can create a fresh one, but I don't know the best way to go about this or if this is the best way to deal with the situation. If we can't kill the page, how can we get Google to see that the owner of the business is not the owner of the claimed page so they can transfer ownership to our clients (the actual business owners). This is a major problem, and we seem to run across it more than I would like. I am trying to figure out the best solution for these clients so that we can properly optimize their Google+ page and make sure they have access to it in the future.

What is the best way to contact Google about these problems to achieve results at this point? My understanding is that they are getting better about dealing with these issues than they used to be, but I am still not totally sure what my best options are to get results for my clients.

Thanks for your help!

 

[Scott Rawlins]

You need to log in using whichever account you want to use to claim that listing, preferably a domain based email (i.e.-contact@yourcompanysite.com). Try to create a new GMB page and find the one that is already claimed. Of course, you will see a message about someone else having ownership. Submit the form to request a transfer of ownership. Wait a week or so and if you've heard nothing, contact support by clicking the "Contact Us" button in the top right and fill out all info. Again, all being logged into the new G account. They will call you with a couple of minutes. They will usually call the business to verify some information. After they do that, they can reset the claimed listing to allow you to claim it. They can also verify it for you over the phone. After that, you should be fine. Has always worked for me.

PS - If you don't like the answers you get from the first rep, call again. It's amazing how different resp provide different amounts of assistance.

 

[armstead]

I have run into this issue multiple times as well. It is a big pain. The one and only time I have been able to remedy this was to actually contact Google.

Use the contact us link here https://support.google.com/business/answer/4566671?hl=en to get in contact with Google. I had someone from Google's support staff call me up and we were able to get the Google+ page into my client's account.

I believe my client had to have an email account with the same domain as the business website.

 

[Linda Buquet]

Hi Len,

Great question, I should do a full post about it.

In a nutshell,

1) Go ahead and try to claim.

2) The system will let you know that someone else has verified the listing.

3) Click Request Admin Rights. You’ll be asked to answer some questions about the business.

4) Google will send the current owner an email asking them to get in touch with you.

5) Wait one week. If you don’t hear back in a week, click contact us to talk to phone support and they'll help you.


Official Google Help Docs explain what to do step-by-step here:

Someone else verified my business

 

[Linda Buquet]

Wow while I was typing up my answer 2 other members answered.

What a team!

Moving this to Google Local IMPORTANT, because I know it comes up a lot.

Also will add to training updates in the new Advanced training.

 

[Louis Nava]

I've dealt with this plenty of times to know several scenarios of how it can play out. Sometimes it's the business who doesn't know which email they signed up with or no longer have access to the email from the unique domain name due to domain name change.

I have a few different scenarios that I've had to work with depending on who I get at Google. I'll try to cover them as best as I can within this post.

Issue #1: Owner doesn't know which email address they used or no longer has access to the email account.

Solution: Call Google My Business Support and tell them that the rightful owner doesn't have access to listing. Google Agent will say, if they can tell me which email they used to create the page I can switch it for them. I've had Google want to call the business to confirm and I've also been able to confirm on customers behalf. Having a list of all possible emails could help speed it up. Depends on the agent

If none of the emails are correct, sometimes the agent will give a hint and say it's the one ending with (insert domain here). If it still doesn't jog any memories then Google will send out the notification to the email requesting admin rights. Wait a week and if there's no reply, Google will follow the next steps:

• If you are an SEO/Marketer/webmaster they will ask who you are and which company you are from and who your contact is at the business.
• They will place you on hold and call the number that is on the business listing. (Sometimes they will use the phone number on the website if it's different from business listing) If they reach a human they will ask to be directed to the name you told them.
• If they reach a prompt they will switch back to you. (it's always best if you give the extension to the person you want them to reach prior to making the call.)
• Sometimes they will also ask the staff at the business if that person is actually the one with authority. (I've had this go both ways for Yes and No answers)
• Google agent will then proceed to ask that person about the business details and their email address and if it's OK for you (the SEO) to have access to the listing.
• If everything checks out then the agent will switch back to you and walk you through the steps in your dashboard and will make sure you have access before ending the call.

Issue #2

Ex employee or marketer owns the listing and will not give it up.

Solution: Most of the time you can bypass the email request and go directly to calling the owner at the business via phone call. You just have to ask politely.

Issue #3

Page is a duplicate and Google has locked it

Solution: Google will tell you it's locked and will need to confirm with you the reasons why to correct the issue while they have you on the phone. They will help you clean up other dups over the phone. Get ready for some heavy questioning on this one.

Closing a listing to create a new one is not the best practices and Google agents will tell you that when calling. In my experience they will try everything to help you while you are on the phone the first time.

In rare cases or more complicated instances I've had to call back. Ie. Owner or Authority person went out to lunch and is not available. An alternate situation is where the receptionist on the phone said that the person who has the authority is actually someone else. So getting the "story" straight with staff who answers the phone is key. Google agent will make notes of these mistakes as well for security reasons.

The key here is the phone call back to the owner or person of authority. Ensure you have the correct phone number on listing as well on website for that business.

I hope this further helps your troubleshooting and is clear enough to understand.

 

[Linda Buquet]

Awesome Luis, thanks so much for the extra details. VERY helpful!

 

[Linda Buquet]

There is so much great advice in this thread! Thanks everyone!

Just shared on Twitter and G+ so more folks that need the info will see it.

 

[Linda Buquet]

Getting so many thanks and comments on G+, Twitter and the Local Search Pros Community. And so many that are frustrated by this issue.

But made me realize I missed mentioning something VERY important...

There are very good reasons Google makes you jump through these hoops. I know it's frustrating, but it's also necessary.

Without these safeguards in place, a spammy scammy SEO company could just take over your listing OR a competitor could hijack your listing.

Guess that's obvious, but thought worth mentioning that there is a method to the madness and a good reason Google is so thorough about giving access to a listing.

 

[RMSNJ]

Truly appreciate the advice. We will try a couple of things and let you know how it goes. Thanks again.

 

[Louis Nava]

I wanted to add another scenario/method that the GMB support team will help you verify your listing quicker than postcard.

They will put you on hold and check to see if they can find the business on street view and if it's accurate. If the street view is not accurate they will ask you for a photo of the storefront / outside of the building. Additionally, they will call the phone number on the listing and do a Q and A with the person who answers.

Just ran into this for the first time today.