The original profile has been marked as a duplicate. I was given access to a copy of the profile that was created and made public after I requested access. However, this profile doesn't have much of the previous information. It has the reviews, but not the replies to the reviews. It's also missing the photos, posts, products, services... I've already exchanged many emails with support, but nothing has worked. This has happened to me with a couple of companies. What can I do to recover them? And what can I do to prevent it from happening again?
- Thread starter PSEOLocal
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Do you have access to the live profile too? If not, I would see if you can get a domain level email for the business and claim the profile with that. I have also had bad luck claiming profiles using an agency account, mainly because Google was unable to verify my affiliation with the business. Using a brand domain email to claim access to the profile worked a lot faster.
Did you use this form, or did you just claim access via Maps?
Did you use this form, or did you just claim access via Maps?
I requested access through Maps. I'm now the owner of the original listing (which is currently set to duplicate) and the primary owner of the copy (which is now public), so having access isn't an issue.
The question is, should they make the original listing public so that all the responses to the reviews and the rest of the information can be seen, or should they merge both profiles while preserving all the information I mentioned earlier? I'm still waiting for a response to the support tickets from the Google team.
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I do not think there are two profiles to merge, unless I am misunderstanding. The one listed as a duplicate is not a separate profile; it is already merged with the live listing. When you click on it, it should redirect to the live listing.
Just make sure all your reviews are on the live profile, and you can delete the duplicate from your account.
Google support told me to delete the new profile so the duplicate (original) would be published. I've already deleted the new one and now I have to verify the original. The reviews are there, but the replies to them aren't.
Something similar happened to me once, and the replies reappeared when the review was published, so I hope it will be the same this time.
I'll let you know as soon as I verify it.
It's all sorted!
To verify the original profile, they gave me the option to do it via video, which we already submitted. Then, after contacting support via email, they told us the listing name didn't comply with Google's guidelines, so we changed it. They then asked us to send them three types of official company documents, which we also sent.
Everything took a few days or weeks to process, except when I sent the official documents. After several hours, the listing was verified! Everything was back—the photos and all the other information—and what we wanted most: once the listing was verified, all the replies to reviews from months and years ago reappeared.
I'm sharing this in case it's helpful to anyone.
To verify the original profile, they gave me the option to do it via video, which we already submitted. Then, after contacting support via email, they told us the listing name didn't comply with Google's guidelines, so we changed it. They then asked us to send them three types of official company documents, which we also sent.
Everything took a few days or weeks to process, except when I sent the official documents. After several hours, the listing was verified! Everything was back—the photos and all the other information—and what we wanted most: once the listing was verified, all the replies to reviews from months and years ago reappeared.
I'm sharing this in case it's helpful to anyone.
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