Google Business Profile Restored After Suspension But Reviews Missing

[HannahStevenson]

Hey, So one of my clients had their profile suspended. We got it reinstated, but Google has made an entirely new profile, and everything, including my client's old reviews, are gone.

These reviews are still live on Trustindex, and can be seen on the website through that plugin, and the link to the old map page is still live.

However, Google has stated:

'Thank you for your patience while we looked into this. I understand the importance of your customer feedback; however, since the previous business profile has been removed from Google Maps and Search and cannot be restored, a review transfer is not possible at this time.

Please proceed with managing your new profile as your primary presence moving forward.

Thank you for your understanding.

Within 48 hours of our last interaction, you might receive a short feedback survey through email.

Kindly provide feedback about our interaction today and your overall experience with Google Support.'

There are 70 odd reviews, from several months, and this isn't the client's fault, as I say we've given them the old profile link, is there anything else I can do?

I just keep asking but I'm worried, because my client's very keen to get the reviews restored, and it should be possible, I think it'll just be hard, which is why google is trying to get rid of us.

Any advice would be very much appreciated.

Thanks

 

[keyserholiday]

Hey, So one of my clients had their profile suspended. We got it reinstated, but Google has made an entirely new profile, and everything, including my client's old reviews, are gone.

These reviews are still live on Trustindex, and can be seen on the website through that plugin, and the link to the old map page is still live.

However, Google has stated:

'Thank you for your patience while we looked into this. I understand the importance of your customer feedback; however, since the previous business profile has been removed from Google Maps and Search and cannot be restored, a review transfer is not possible at this time.

Please proceed with managing your new profile as your primary presence moving forward.

Thank you for your understanding.

Within 48 hours of our last interaction, you might receive a short feedback survey through email.

Kindly provide feedback about our interaction today and your overall experience with Google Support.'

There are 70 odd reviews, from several months, and this isn't the client's fault, as I say we've given them the old profile link, is there anything else I can do?

I just keep asking but I'm worried, because my client's very keen to get the reviews restored, and it should be possible, I think it'll just be hard, which is why google is trying to get rid of us.

Any advice would be very much appreciated.

Thanks

Hurry up and post in the help forum before it’s too late and the reviews can’t be found and retrieved.

 

[HannahStevenson]

Hurry up and post in the help forum before it’s too late and the reviews can’t be found and retrieved.

I did post in Google's help forum, they removed it and said it was a duplicate of another post, which was generic.

Google has now said they're escalating it to a specialist team, so I'm not sure if that will help, but they'll come back to me in 24-48 hours.

 

[keyserholiday]

Even if you get somebody to reply to that thread, they won't be able to do anything for you.

Here is what you need to add.

1. The link to your new GBP.
2. One of the following: the link to your old GBP, the CID, or the Place ID to the original GBP. The place ID is:
ChIJH6TSPagLWS4RebeOxY4l8rE

These are crucial details for GBP support and for PEs to escalate the issue. Once you have edited your post, let me know, and I will review it.

 

[HannahStevenson]

Hey, I've added this information

 

[keyserholiday]

I need the cid, place ID, and a link to your business profile in the forum. No PE can access your profile.

 

[HannahStevenson]

Why do you need all of this info? Do you have anything constructive to help with or is it just demands? The business profile ID should give you everything you need

 

[keyserholiday]

Why do you need all of this info? Do you have anything constructive to help with or is it just demands? The business profile ID should give you everything you need

I am trying to help you help your client.

 

[HannahStevenson]

You've not done anything constructive so far. The Business Profile ID should be enough to identify the profile, why would you need the other info?

 

[PSEOLocal]

The same thing happened to me, look at this thread I posted:

https://localsearchforum.com/thread...cy-and-the-profile-has-been-duplicated.63018/

 

[keyserholiday]

The same thing happened to me, look at this thread I posted:

https://localsearchforum.com/thread...cy-and-the-profile-has-been-duplicated.63018/

This is unrelated. The OP’s GBP was suspended and when it was reinstated, Google created a new profile with no reviews. In your thread, somebody had another profile. Google marked one as duplicate and merged the reviews. Google doesn’t merge all of the content and review replies between the two profiles.

 

[PSEOLocal]

This is unrelated. The OP’s GBP was suspended and when it was reinstated, Google created a new profile with no reviews. In your thread, somebody had another profile. Google marked one as duplicate and merged the reviews. Google doesn’t merge all of the content and review replies between the two profiles.

In my case, it seems to be the same solution (I'm just trying to help).

A new profile was created for her without the reviews. The original profile must still exist somewhere. If she finds it, she needs to delete the new one and verify the old one; that's what I did, and it worked for me.

If she can't find the original profile or it has completely disappeared, that's a different problem. The original profile appeared in my business manager, and it also appeared to other owners, all of them as unverified.

I hope this helps, and if not, I apologize for the mistake.

 

[keyserholiday]

In my case, it seems to be the same solution (I'm just trying to help).

A new profile was created for her without the reviews. The original profile must still exist somewhere. If she finds it, she needs to delete the new one and verify the old one; that's what I did, and it worked for me.

If she can't find the original profile or it has completely disappeared, that's a different problem. The original profile appeared in my business manager, and it also appeared to other owners, all of them as unverified.

I hope this helps, and if not, I apologize for the mistake.

No. Deleting the profile will make things worse. The OP, needs to follow my advice and show Google support the link tkt he old profile, the link to the new profile and examples of the missing reviews. This is the proper work flow. Your work flow only works in your case and not in this one.