OMG Please make it STOP (unverifications/suspensions)

[bfrazier]

I have a client in the healthcare space. We're trying to get bulk verified. Google Support tells me that to be bulk verified, we first need to verify all locations.

HOWEVER... when the client reverifies a location (even with a live rep) that location becomes unverified again within 3-5 days. Even worse... they had 4 locations get suspended. I've been reading about other Local SEOs experiencing similar issues with locations getting unverified. We aren't making changes or optimizations to the profiles that would trigger a suspension or unverification. It's absurd, and to the point that the client is questioning our skills/knowledge/expertise. She has to report to her bosses what's happening. It truly looks like we're not capable of helping them. I'm not seeing this with any other clients. Your thoughts on any (or all) of the below are very much appreciated.

• How are we supposed to bulk verify when we can't keep a location verified?
• What could be causing these issues?
• How are you explaining this to your clients in a way that is effective and not just "It's happening with many other businesses; you need to reverify." We've already sent the client social posts and published articles about these issues.
• In your experience, what could be happening that we keep getting unverified/suspended locations?

 

[ElizabethRule]

Do you have any APIs with access to the listings? That would be the first thing to look into if you haven't already. You can check if you have authorized any here (sign into each email with access to the listing(s) and click the link).

In my experience, APIs can cause this if they are making edits to the profiles. Typically, major edits like name, address, phone, website can cause reverifications.

Are you noticing that the same listings are being asked to reverify, or is it all different locations with no rhyme or reason?

I would also reach out to Google using this form for verification issues - this is a separate support team that handles just verification issues. If there are no APIs to blame, this support team should be able to help.

As far as client communication goes, that can be tough because as we know Google sometimes makes up their own rules, and we just have to follow along... but clients don't really understand that. You can reassure them that this would be happening regardless of the SEO agency they are working with, but luckily they have someone on the case who knows Local SEO extremely well, so they couldn't be in better hands. Its a real shame Google makes it so hard to diagnose these kinds of issues.

Let me know how it goes per API and verification support!!

 

[bfrazier]

Hi Liz!

Yay! I love hearing from you!

The client is in Birdeye... that's the only API that I'm aware of having access to the listings. There haven't been any changes to NAP or website. We did, at one point, add secondary categories via Birdeye, and that triggered several unverifications. The client got them all re-verified, and then they started getting unverified/suspended within a few weeks after that.

Unrelated... sort of... they are not registered with the BBB or in their local Chambers of Commerce, so there's an opportunity to improve listings there... learned that from @whitespark

The unverified locations are happening at random. Some were just verified, some were not.

I submitted the form you shared. I'll keep you posted on what happens and my fingers are crossed that we can get this account cleaned up and in a good place sooner than later!

Thank you for responding, and also for your feedback on client communication as well. Very much appreciated, Liz. More to come (and that it will be hopefully good news)!

 

[ElizabethRule]

Given the timeline of the reverifications starting after you added secondary categories via Birdeye I would bet that is the culprit. If support is helpful, maybe they can tell you if the reverifications are related to the API. Looking forward to an update on what support has to say!!

Also, hope you can manage to get them all verified and saying verified so you can get through Bulk Verification! That may help prevent future reverifications as well if you continue to use the API for major edits like category additions.

I would 100% get them on BBB and the local Chambers of Commerce, I don't think that will stop the reverifications BUT an important safeguard for any future listings suspensions.

 

[ElizabethRule]

also tagging @krystaltaing as she is the GBP API queen and may have some better insights!!

 

[sarmcl]

I have a client in the healthcare space. We're trying to get bulk verified. Google Support tells me that to be bulk verified, we first need to verify all locations.

HOWEVER... when the client reverifies a location (even with a live rep) that location becomes unverified again within 3-5 days. Even worse... they had 4 locations get suspended. I've been reading about other Local SEOs experiencing similar issues with locations getting unverified. We aren't making changes or optimizations to the profiles that would trigger a suspension or unverification. It's absurd, and to the point that the client is questioning our skills/knowledge/expertise. She has to report to her bosses what's happening. It truly looks like we're not capable of helping them. I'm not seeing this with any other clients. Your thoughts on any (or all) of the below are very much appreciated.

• How are we supposed to bulk verify when we can't keep a location verified?
• What could be causing these issues?
• How are you explaining this to your clients in a way that is effective and not just "It's happening with many other businesses; you need to reverify." We've already sent the client social posts and published articles about these issues.
• In your experience, what could be happening that we keep getting unverified/suspended locations?

We literally have something similar in the same space. ABout 2 weeks ago all of a sudden our listings were changing over for a healthcare client. ANything from addresses reverting to OLD addresses, old logos appearing, listings disappearing or going unverified, etc

As @ElizabethRule stated, I have seen this happen when a third party has access to the listings. We do not see anything on our end with our login. However, we are wondering what the client has given access to on their end as they also have access. We think its an old vendor due to the old information that was overwritten. We asked Google and all they said was a "third party"