More threads by Positiveim

Positiveim

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Hi, So hoping one of the experts can help escalate with Google. I submited a reinstatement request for a profile I manage more than 3 weeks ago - case ID 4-8981000033087

I also posted to the support forum to try and push it along but no respond there either Reinstatement Request 3 Weeks with no Response - Google Business Profile Community

What is really embarassing about this is my client was somehow able to get an almost immediate response from GBP support (I'm not sure how - it seems to be via an email). They have asked for business documentation. My client hasn't updated me yet on his progress.

I'm wondering if this is because he is the owner and I am the manager of the profile?

Anyway, if someone can escalate for me, that would be awesome.
 

ElizabethRule

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I recommend going through the support email your client has, it will probably be faster than the forum. Google is taking a while for suspensions lately, and we have seen 3 weeks for a few cases unfortunately. If your client already got a response then the request has been processed and you should run with that, send all your business proof through that email thread and hope it can be reinstated.

If it does not work, go back to the community forum and post the Case ID for the reinstatement as well as that support thread and a PE can look into it at that time. (You need to contact Google via reinstatement AND support form anyway to get help on the forum so your current thread does not qualify for escalation yet).
 

Positiveim

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I recommend going through the support email your client has, it will probably be faster than the forum. Google is taking a while for suspensions lately, and we have seen 3 weeks for a few cases unfortunately. If your client already got a response then the request has been processed and you should run with that, send all your business proof through that email thread and hope it can be reinstated.

If it does not work, go back to the community forum and post the Case ID for the reinstatement as well as that support thread and a PE can look into it at that time. (You need to contact Google via reinstatement AND support form anyway to get help on the forum so your current thread does not qualify for escalation yet).

Thanks Elizabeth, what is the difference between the community forum and the support forum? I clicked on the community option to post that.
 

ElizabethRule

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I mean a support form => Sign in - Google Accounts

I assume your client used this form or contacted support via the support option in the dashboard.

the forum is the third resort, after a reinstatement form and a support form (done via either method above).
 

Positiveim

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These options you mention just sent me in a loop of where i'd already been. Either submitting a reinstatement request, displaying an open case (in progress), or posting on the forum.

If the client used the support form it would just have been rejected as a duplicate request as it was with me when I tried it.
 

ElizabethRule

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Are you able to communicate to Google through the channel your client opened? Since they responded, I think it's the best and fastest route to go.
 

Positiveim

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UPDATE - So it turns out my client had contacted Google via his adwords account to get the suspension on his GBP lifted. They have now told him it will be reinstated in 48 hours. I have had no response.
 

ElizabethRule

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Color me shocked. Do you know if they used the live chat feature or just the email option?
 

BenFisher

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Something seems off there, but then again it was 3 weeks in, which is about the right time. Maybe just a coincidence that they nudged the team at the right time. We do about 100 reinstates a month and we have not experienced that.
 

Positiveim

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It gets even more weird. I am now seeing duplicate GBP's! For an example keyword, one ranks no1 in maps and one ranks no 8. They are linked to different websites ( their old one and new one) and have different review counts.

Neither showed during suspension and now they both do.

No idea why there are dupes! Annoyingly the higher ranking one is the "wrong" one with the wrong website and 2 less reviews. The 2 reviews were added to the lower ranking listing after the listing was removed from suspension.

I only started working with this client 4 or 5 months and ago and prior to that they did everything themselves. I have tried to do everything the right way but that has just uncovered a mess they have made which makes it look like I am am causing issues.

I think they are still a bit rogue and doing things without telling me!
 

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