LadyGrapeAlliance23
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- Dec 18, 2025
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Hello!
I am working through a company wide rebrand of our local brands to our parent company brand
We've done several already this year with no issue however our most recent one was declined after we submitted 2 video verifications - we now have no more way to verify which prompted support contact. I created a support ticket however support is stating that because its an entirely new brand name, we need to close our current profile and create a new one. The profile has over 2,500 reviews so we're really trying to reverify rather than create a new profile.
I've gone through the guidelines and to the best of my knowledge, it looks like we should qualify for a rebrand since we have multiple locations under the old brand that have updated to our parent brand - we also have supporting docs. that show the new brand name and have changed exterior signage to reflect the rebrand however we're still being declined.
I've asked if this is a new policy but have not gotten a clear answer, they just keep reiterating that this is now 'a new company' even though its the same business model, same location etc.
Any info. would be helpful - when we've ran into similar issues in the past, typically we would follow up with support and after providing documentation, would have to do a live video verification , which we can 100% do, but support has not allowed us to escalate to that point.
I am working through a company wide rebrand of our local brands to our parent company brand
We've done several already this year with no issue however our most recent one was declined after we submitted 2 video verifications - we now have no more way to verify which prompted support contact. I created a support ticket however support is stating that because its an entirely new brand name, we need to close our current profile and create a new one. The profile has over 2,500 reviews so we're really trying to reverify rather than create a new profile.
I've gone through the guidelines and to the best of my knowledge, it looks like we should qualify for a rebrand since we have multiple locations under the old brand that have updated to our parent brand - we also have supporting docs. that show the new brand name and have changed exterior signage to reflect the rebrand however we're still being declined.
I've asked if this is a new policy but have not gotten a clear answer, they just keep reiterating that this is now 'a new company' even though its the same business model, same location etc.
Any info. would be helpful - when we've ran into similar issues in the past, typically we would follow up with support and after providing documentation, would have to do a live video verification , which we can 100% do, but support has not allowed us to escalate to that point.
