How to Recover a Hijacked GBP?

[Kurt Steinbrueck]

Hi Everyone,

I have a new client whose GBP was hijacked. Someone took over his GBP, changed the business name, the email address associated with the GBP, and the phone number, but kept the content, reviews, and physical address.

Someone or something (other than my client) also created another GBP with the correct business name, phone number, and physical address but no content and no reviews.

There are a few other citations the client has (like Yelp) that have all the correct information. So, we can reference that if needed in addition to providing business documents.

We would like to recover access to the original GBP with the reviews and then correct the information.

Is there any established process for regaining control of the original GBP and does anyone have any advice to give the best chance of success?

Thanks for your help.

Kurt

 

[keyserholiday]

Click on own the business using an email address associated with the original domain. Make sure it’s been added to Google Analytics (GA4) and Google Search Console (GSC).

 

[Claudia]

Try this link, https://support.google.com/business/contact/business_owner_conflict

You may need to get a case id the escalate in the Google Forum.

 

[Amy Toman]

I've dealt with these recently, and it's an involved path. I would start by using a domain associated with the listing and completing this form. If that doesn't help, then as @Claudia mentioned, post on the forum. I've found that form to be very helpful, and have seen two businesses within this last month regain control of their listings. But be ready to provide proof of ownership; they sometimes request that.

 

[Marian Leonte]

Before the forms, try the built-in route: open the profile in Maps, click "Own this business?", and request access. Google emails whoever controls it now, and they get 3 days to respond. A hijacker usually ignores it, and after that you can often verify ownership yourself and take it straight back, reviews intact. Use an email on the client's own domain when you do this - it noticeably improves your odds.

Two things while you wait: don't verify or build out that second empty profile. If Google later decides the original is the duplicate, the reviews go with it. And once you're back in, remove every user you don't recognise under Users, and check pending edits - hijacked profiles often have queued changes that reapply later.

 

[Kurt Steinbrueck]

Thank you all so much. I'll get access to the client's business email and start by trying to claim the profile, then move on to the form, forum, etc. if needed.

I'll let you know what happens.

Thanks again!!

Kurt