Google says client has manager access but they don't

[Rich Owings]

I have a new client that has five offices across the state. I have access to one Google business page, one is unclaimed. The other three are the issue. Here they are:

• https://plus.google.com/111550912694158111518/about?hl=en
• https://plus.google.com/117841292943273778983/about?hl=en
• https://plus.google.com/105739058504619189139/about?hl=en

I tried to track down the owners of these pages with the help of their marketing director. She logged in using two different gmail addresses and a corporate Google apps account. After seeing that she did not have access, I put in a request with Google to notify the owner and request Manager access. She immediately got two emails saying she was the verified owner of the first two pages, but when she logs in using any of her email accounts, she just sees the one that we both already have access to:



I had her check the email to verify it was coming to one of the addresses we had checked. What the heck is going on? Google says she has manager access but she doesn't.

I have also checked each of these locations in Google Map Maker but can see no email address associated with previous changes.

I imagine I am missing something very basic. Any help would be greatly appreciated.

 

[Linda Buquet]

Hi Rich, Sorry but I'm madly helping everyone with Google My Business, so not much time but...

Those look like listings that were stuck in the old Places dash. Do you know if they were updated to the new Places dash BEFORE Google My Business rolled out Wed?

Because almost everyone was upgraded except for problem listings, dual claims and multi-location businesses. This client could have one or more of those problems.

Have you tried logging into Google MY BUSINESS instead of looking for pages in G+ yet?

Below is another help thread that I'm wondering if it's relevant. She can't find listings that were stuck in the old dashboard.

<a href="http://localsearchforum.catalystemarketing.com/google-my-business-help-support/19035-google-my-business-missing-listings-stuck-old.html">Google My Business: Missing listings stuck in old dash.</a>

I'm sure you realize but this client has major problems with attorney dupes that are going to hurt ranking for the main practice listings. Do you know the best way to deal with those? Holler if you need help.

Also need to make sure all those locations are kosher with Google. Most atty satellite offices are not.

 

[Rich Owings]

Thank you so much Linda. Yes, I bet you are even busier than normal!

I do not know if they were updated to the new dashboard before Wednesday.
I have (and the client has) logged in using google.com/business but we only see the one location we have control of and what looks like a brand page. I'm including a screenshot below.

My plan re: attorney dupes (once these other pages are straightened out) is to submit an edit in Map Maker changing the link from the home page to the attorney's individual staff page as you discuss here: Overcoming New Google Places Duplicate Listing Problems for Dentists, Doctors, Attorneys - Google Places Optimization Blog

Re: satellite offices... These are fully staffed offices with a dozen or two attorneys per location. Is that a problem?

 

[Cori Shirk]

Hi Rich,

I'm seeing this in one of my accounts too. I spoke to a support specialist about it and they said Google's aware of the problem and is working to fix it.

Sorry, I know that's not much help But at least you're not alone! I would call support and let them know that you're seeing it in your account, at least they can open a ticket for you and keep you updated on when it's fixed.

 

[Kaleh Kohler]

Rich,

On the last situation I ran into, like this, the person who was receiving the email actually had email forwarded to that account from another one.

But, the only way we found the correct email address was looking at their email headers.

That may not be the issue here, but it's worth checking out.

 

[Linda Buquet]

Re: satellite offices... These are fully staffed offices with a dozen or two attorneys per location. Is that a problem?

No as long as full time and staffed it's cool. Tons of attys just set up Regus type offices they are never at.

Glad you picked up on my how to minimize Dr/Atty dupes post.

Cathy thanks for that tip - good to know.

Cori thanks for weighing in. Always good to know someone talked to support and they are aware of it.

I have not even had time to mention this to Google yet, and didn't know if it was just an issue with this listing or what.

 

[Linda Buquet]

Escalated the general missing listings issue to Google.

But I need to leave in an hour so if I don't get an answer before then someone else may post an update. But Cori said she reported to support and they were aware. I'm sure it's just a residual update issue.

 

[Rich Owings]

Thanks everyone. I plan to set up a time to go into the local office early next week, check the full headers and call Google if necessary. I'll report back on how that goes.

Thank you for hosting such a wonderful resource Linda, and dedicating so much time to it. I hope you all have a great weekend!

 

[Rich Owings]

Just to let everyone know how this turned out -- I visited the client on-site and checked the full email headers. Sure enough, the responses were being forwarded to an account she no longer knew the password to.

I called Google and they helped us claim the three previously claimed locations and the one unclaimed location. It went very smoothly and the client was quite impressed!

They did not mention anything about it being a broader issue related to the Google My Business rollout, but they did note that there were multiple attorneys with business pages at each location. I told them we were going to go in and clean those up so they weren't pointing to the home page.

Thanks to everyone for the help!

 

[Kaleh Kohler]

Thanks for the update, Rich ... I'm glad to hear that you got to the bottom of it.