New Google Bug - Can't Contact Support Due to Outstanding Verification of Separate Profile

[retrovertigo]

Here is the scenario:

• I have a service-based business listing for an electrician, lets call it 'listing A'.
• He has recently moved house so needs to move the listing so it can rank in the new area.
• Given he will still be a service-based business in the new location (using his home), I've created a new service-based listing, lets call it 'listing B'.
• Both Listing A and Listing B are verified listings.
• I wanted to reach out to Google Support to transfer the reviews from Listing A to Listing B and then shutdown Listing A, however, when I attempt to log a ticket with GMB support, it won't let me proceed because I have an unrelated profile (for an optometrist) in my account requiring verification (they need to do a video verification after recently moving).

It seems ridiculous that I can't contact Google support because an unrelated profile needs verification? I assume this is some kind of bug.

Has anyone else experienced this? I've attached screenshots showing how it diverts you to "Get help with verification". I can't even contact Google Support to alert them to this bug as it does the same for all contact options.

 

[keyserholiday]

Here is the scenario:

• I have a service-based business listing for an electrician, lets call it 'listing A'.
• He has recently moved house so needs to move the listing so it can rank in the new area.
• Given he will still be a service-based business in the new location (using his home), I've created a new service-based listing, lets call it 'listing B'.
• Both Listing A and Listing B are verified listings.
• I wanted to reach out to Google Support to transfer the reviews from Listing A to Listing B and then shutdown Listing A, however, when I attempt to log a ticket with GMB support, it won't let me proceed because I have an unrelated profile (for an optometrist) in my account requiring verification (they need to do a video verification after recently moving).

It seems ridiculous that I can't contact Google support because an unrelated profile needs verification? I assume this is some kind of bug.

Has anyone else experienced this? I've attached screenshots showing how it diverts you to "Get help with verification". I can't even contact Google Support to alert them to this bug as it does the same for all contact options.

I have never seen this be an issue before. I have suspended and unverified GBPs in my dashboard. Can you share an image of the error message?

 

[retrovertigo]

I have never seen this be an issue before. I have suspended and unverified GBPs in my dashboard. Can you share an image of the error message?

The 'Contact Us' screenshot is basically the 'error' - it won't let you submit a support request, it sends you straight to a Verification Help screen where it asks you to select a GMB profile that you want verification help with. That is the only option available to you. If I click that button and then select either of the electricians listings it says they are successfully verified and doesnt allow anything else to happen.

 

[keyserholiday]

I got the same thing. I used update website URL as my option and was able to complete the process.

 

[Stefan Somborac]

@retrovertigo - You're starting with the "Get Help" form. https://support.google.com/business/gethelp. It is a catchall for problems that don't have a "specialized" contact form.

There are three such specialized forms:

1. Reviews: https://support.google.com/business/workflow/9945796
2. Suspensions: https://support.google.com/business/workflow/13569690
3. Verifications: https://support.google.com/business/workflow/12825603

On that first screen, if you select a chip for a problem that's handled by a specialized form, the Get Help form will direct you to it.

For example, if you start using the Get Help form for a suspension, after a few clicks, you'll end up with a button that takes you over to the appeals tool, where you can actually get help for that suspension.

It's a bit funky these days because Get Help is directing users to the verification tool for matters that don't appear to be verification-related, such as merging profiles. However, I believe what you're seeing is working as intended! (It's not caused by the fact that you have an unverified profile in your account. It's Google's design, to send you to a specific form.)

So, click through the verification tool until you get to the end of the workflow. There, you'll see a link to contact support. Click that!

PS: Ask support to move the old profile to the new location. That will transfer the reviews and remove the old profile in one step.