Cannot update a business on Google Maps due to missing account

[cdghouston]

Hello everyone,

I am currently working on a client who needs their Google Business profile updated but we do not have the login information related to the account. A previous marketing agency set up an unknown number of years ago and is most likely not in business anymore, as we have attempted to contact them. Now we did find an account that could possibly be tied to it, but resetting the password for it was impossible. When clicking on the password reset link, the page then ASKS for the password that we are trying to set and then when typing a guess into the box, it says "You have not entered enough information." There is no way past this, the client wants to remove this Google Business listing and start new listing but we have no way of removing the existing one. Does anyone have any ideas of what we could do? Any advice is appreciated.

 

[Stefan Somborac]

@cdghouston - You could request ownership of the profile.

That doesn't guarantee that you'll be able to remove it but it's the right first step, IMO.

 

[cdghouston]

@cdghouston - You could request ownership of the profile. That doesn't guarantee that you'll be able to remove it but it's the right first step, IMO.

Hi Stefan!
Thanks for the information. I just went there, but now I ran into a different problem. After submitting the business information and locating the profile, it shows the first 2 letters of a related email address. I asked the owner of the business if they had any emails that started with these letters and he didn't know. I did request management credentials, but the request most likely went to this dormant email. It is probably one he doesn't have access to anymore, or the previous marketing agency was using. What should I do in this case?

 

[Susan]

Hi Stefan!
Thanks for the information. I just went there, but now I ran into a different problem. After submitting the business information and locating the profile, it shows the first 2 letters of a related email address. I asked the owner of the business if they had any emails that started with these letters and he didn't know. I did request management credentials, but the request most likely went to this dormant email. It is probably one he doesn't have access to anymore, or the previous marketing agency was using. What should I do in this case?

Google will wait 72 hours and if there is no response to the email they will grant your request. I would recommend requesting "ownership" versus manager though. Hope this helps!

 

[cdghouston]

Google will wait 72 hours and if there is no response to the email they will grant your request. I would recommend requesting "ownership" versus manager though. Hope this helps!

Should I try to request this again, but ask for ownership or should I wait the full 72 hours first?