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.

 

[retrovertigo]

@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.

Thanks so much for your help @Stefan Somborac - the only issue was it never presented you with a contact option after going through the verification tool. It would finish with a dead end. In essence, leaving you with no way to contact Google support.

It looks like they have now fixed the issue as I've just followed the same steps I followed before however it is no longer sending you off to the verification path (as per my original screenshot for 'Step 3'), it is now allowing you to contact via email.