Google Business Profile Page Suspended for Google Voice?

[seaandsons]

We have a service area based listing on Google maps for our carpet cleaning company. I used the free google voice number associated with our non premium gmail on the profile. We cold called a few businesses and within days were suspended by a non-human due to not following use guidelines. We reached out and it was overturned. We did not use the number to cold call anymore but did use it to go back and forth with potential customers via calls and texts. A few days later we were suspended again for not following guidelines with no reason why. My questions is: If I pay for a premium google voice number will this help us stay within guidelines? Please let me know the best way to approach. I cant really afford getting a dedicated number from a major carrier yet.

First suspension message below (this one was reinstated)

Hello,
We have reviewed your request and have determined that your use of Google Voice is not in compliance with our Google Voice Policies. As a one time exception, we have decided to approve your appeal.
In the future, please do not use Google Voice to send commercial or promotional messages or to send messages in bulk. Please also refrain from making calls with a commercial intent (such as telemarketing or promotional calls) or unsolicited calls to a large number of users. We discourage the use of Google Voice for any form of application-to-person communication.
We would like to remind you that repeated violation(s) in either of the above situations may result in suspension of your account.
If you have any further questions, please consult the Google Voice Help Center.

Thanks,
Google Voice Support Team


Reinstatement message

We have reviewed your request and have determined that your use of Google Voice is not in compliance with our Google Voice Policies. As a one time exception, we have decided to approve your appeal.

In the future, please do not use Google Voice to send commercial or promotional messages or to send messages in bulk. Please also refrain from making calls with a commercial intent (such as telemarketing or promotional calls) or unsolicited calls to a large number of users. We discourage the use of Google Voice for any form of application-to-person communication.

We would like to remind you that repeated violation(s) in either of the above situations may result in suspension of your account.


If you have any further questions, please consult the Google Voice Help Center.


second suspension.
I did not change the Google Voice number but refrained from using the number for more than contacting existing customers I had been in contact with.


I had to login to my profile it did not email me.

 

[Bartosz_PRD]

I would not assume that paying for Google Voice Premium fixes the underlying issue by itself. The first message is pretty explicit that the risk is the use pattern: commercial / promotional calls, bulk or unsolicited outreach, and application-to-person type communication. A paid tier may change administration and support, but it does not automatically make the same calling pattern compliant.
Before appealing or changing the number, I would separate the facts into a very narrow packet:
1. exact dates of the first suspension, reinstatement, and second suspension
2. the full Google Voice notice and the one-time-exception language
3. what changed after reinstatement: no more cold calls, only existing customer conversations if that is accurate
4. a short call/text log summary showing inbound, opted-in, or existing-customer use after reinstatement
5. current GBP name, category, service area, website/contact page, and NAP consistency
6. whether the Google Voice number is still shown on the GBP, website, citations, ads, or outreach material
If budget is tight, the safer path is probably not premium Google Voice first, but a business-use phone setup whose terms clearly allow the kind of calls/texts you actually need. Then update the GBP and any website/citation references so the profile is not tied to the number that already received a repeat policy warning.
For the next support/reinstatement note, I would keep it narrow: acknowledge the earlier Voice policy warning, state that outbound commercial use stopped, explain what the number was used for after reinstatement, and document any move to a compliant business line. I would avoid framing it as will a paid number solve this? because support may read that as the same use pattern continuing under a different product tier.