aputtock

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Hello lovely humans,

I have been running into issues using this form to gain access to listings with hidden addresses.

Form: https://support.google.com/business/troubleshooter/3452717?p=business_ownership&id=00000000000&rd=1

Normally, we would get a response in 7 days from 'Anna', at what point we could then request that Google call the number on the listing and confirm with the owner or allow us to confirm via a domain email.

Now, we get this strange request:

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Thank you for reaching out to Google My Business Support!
This email is in continuation to previous email regarding the ownership request placed earlier for business page "American Concept & Design" at location Orlando, Florida, United States?. I understand that you are looking to manage this business page under your email address.
I would like to inform you that in order to proceed further to get your issue resolved, as per new procedure, I would suggest you to create a new business page by following the steps given below and get it verified by requesting for verification code.
In case you faces any issue while following the steps or in the verification of page, please feel free to reply to this email with the screenshot of the problem page so that I can proceed further to help you and get your issue resolved.
kindly follow the below mentioned steps to create a new business page :

  1. [FONT=&quot]Log in to google.com/business and sign in with the email address under which you want to create a business page[/FONT]
  2. [FONT=&quot]Enter the complete business name[/FONT][FONT=&quot] and other details and click on continue. Make sure you enter an accurate, complete street address, and a phone number which reaches your business directly.[/FONT]
  3. [FONT=&quot]Now on the top left hand side of the next page select 'This doesn't match, Keep the information I entered'.[/FONT]
  4. [FONT=&quot]You will see a checkbox with a message "I am authorized to manage this business" - please check that and then continue.[/FONT]
  5. [FONT=&quot]Now choose verification method as mailing option[/FONT]
  6. [FONT=&quot]Click on mail me my code[/FONT][FONT=&quot] and then continue. You will receive a verification code within the next 2 weeks time via a postcard at your stated address. However if by any chance it does not get delivered with 14 days of requesting, which is very rare, please respond to this email and I will work to get your business listing verified on priority.[/FONT]
  7. [FONT=&quot]Once you receive your pin code, please enter the pin for your business to be verified[/FONT]
Once you will enter the pin your page will be marked as duplicate and then you will get an option in your dashboard to request for admin rights. After requesting the admin right please wait for 7 days, if the current business page owner do not give any response please reply so that we can proceed further to get you the access for the verified page.
Quick Tip: Once you have requested the postcard please do not make any changes to the business information as the pin would not work and it would prompt you to request for a new postcard.

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After getting it verified, that listing would become a duplicate, and then we can actually request for Admin Rights to the original verified page. This has been 'confirmed' with GMB phone support as well, who seemed pretty confused about it all.

It?s needlessly long and complicated and confusing.

Has anyone encountered similar problems or have any helpful articles?

Many thanks for any feedback!

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Hey Abi,

I just barely ran into this and the first thing I did was come here to post, but I'm glad it's not just me.

It's hard to believe that this is the official recommendation when creating a duplicate listing that way in the past had always led to suspension of the listing. But with how absolutely terrible support has been on hidden addresses, I guess it's just what we'll have to do.

Looking through, my email was a bit different, but with the same general message (note that I sent my message through https://support.google.com/business/contact/business_other_problem ):



Thank you for writing in.My name is ----- and I'll remain your Point of contact about the current issue you're facing regarding your business listing.

From your mail I understand that you would like to have the ownership of the business page ----- located at ------- (do correct me in case I've gotten the wrong one).

I would like to inform you that as a part of product feature you need to request for admin rights to have full access of the page and once you request for the admin rights then please allow 7 days for the current listing owner to respond to your request.You can refer to the link HERE and alternately would request you to please create a new page for same business under your account and get that verified and once it will be marked as duplicate and once the 7 days will be over ( after requesting for the ownership) then please reply and we will proceed further.

In case if you face any issues while requesting for the admin rights then please reply with the screenshot of the error and I will make the manual request for you.

Thank you for bringing this issue to our attention and for putting your trust in Google to keep your customer support running smoothly. Please continue to inform us should you have any other problems in our facilities. We appreciate you staying in contact with us.

You may receive an email survey regarding your interaction with GMB support. We value your feedback.
 

aputtock

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Aug 21, 2017
Messages
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Hi Matt,

We have followed the recommendations of GMB Support and, unfortunately, both listings have not been marked as duplicates but instead instantly suspended upon entering the PIN.

I think that it could be due to the form that we are using, however we have not gotten any response from GMB Facebook Support yet regarding the matter so don't have any idea on how to proceed.

If anyone's out there, please let us know!

Thanks!

Abi
 

Linda Buquet

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Local Search Expert
Joined
Jun 28, 2012
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Sorry for the delay guys. Yikes that is a super long and confusing process.

Normally I would have you post at the GMB forum and I'd escalate from there - but since you've both already posted so many details here, I'll just ask Google to read these.

They will want the support ticket #s and links to the map listings for each. Please carefully point out which listing is which. You can send me via PM and I'll pass on to Google.
 

JoyHawkins

Administrator
Administrator
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LocalU Faculty
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Jul 18, 2012
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Hey All,

I asked Google about this last week and I agree the messaging is confusing but the "duplicate" notice you're seeing in the dashboard doesn't actually mean it's a duplicate listing (a different listing), it means that the listing is already owned by someone else.

So you can feel free to do exactly what GMB support told you and it shouldn't create a new page but should just get you ownership of the existing page.
 

Linda Buquet

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Thanks so much Joy. I remembered seeing something but thought it was from Mike awhile back and could not find.

What about the other user above, that created the dupe as instructed and both listings got suspended? (FYI I have not gotten any specifics from him via PM yet so no further details.)

"We have followed the recommendations of GMB Support and, unfortunately, both listings have not been marked as duplicates but instead instantly suspended upon entering the PIN."
 

JoyHawkins

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I'd say it's a flaw in the system if it got suspended automatically but if Google support told them to do it, they should be able to lift the suspension too.
 

aputtock

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Hi all,

Many thanks for the assistance - We have tried doing as Google suggested in a few cases, and indeed it has led to some listings getting suspended (that we did as test cases).

I will get my team to dig up the info on these and post here a bit later!

Thanks again,
Abby
 
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Has anyone had any success with the new process?

A different account to what I had been working with before, but I managed to get the "Request Access" button to appear. However, when you click on the button, it acts like it's taking you to another page, and then just redirects you back to the dashboard.

Has this happened with anyone else? I've tried bringing it up with support, but they haven't given any useful information.
 

Ayan164

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Hey Matthew,

I think I see what your issue is. On your Google account locations page, you have to look through "List View" and then you'll see the "Request Access" link which should take you to the correct page.

Hope that helps.

Ayan C.
 
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