Phone Number Change Not Going Through

[joegrape]

Hey Everyone,

I'm trying to change the phone number on a long-established GBP. I did all the textbook stuff BEFORE submitting the request:

1.) I changed the phone number on the site and made sure Google reindexed the pages with the new number.
2.) I changed the phone number in the local schema.
3.) I changed the phone number on all the social media profiles linked to the GBP.
4.) I added the new phone number to the description of every video they have on their YouTube channel.

Once all that was done, I made the request from the manager on the profile with an email address from the client's domain. That address is also an admin on their GSC and the GA account. This change was requested directly through the Google Business Profile dashboard, not an agency dashboard.

It looked like it went through from the Dashboard side, but it wasn't appearing on the live profile after several minutes. I just wrote it off to caching issues. But then a few hours later when I checked, it had the blue "content that violates our policies isn't allowed" banner and the pink "not approved" banner.

The Primary on the GBP is a gmail account of the business owner. I asked him to check the email for that account on the off chance Google sent some sort of correspondence about this only to him. While in the Primary account checking the email, he re-submitted the request and told me after the fact. Fortunately, it didn't trigger anything.

So I'm wondering what my next move is here. Should I wait a week or so and try again? Do a "suggest an edit" from an independent account? Or contact support?

Thanks in advance.

Richard

 

[keyserholiday]

What country is the GBP in?

 

[joegrape]

United States. Texas. The company is an off-road motorcycle tour and training company. Profile has been active since 2022.

 

[JS Girard]

Was the profile validated through phone call/text message? It sounds like the old "locked down phone number" issue I documented here, which could be caused by these validation methods.

The smoking gun to confirm this bug usually is that if you make a manual suggested edit, you get an "edit accepted" message even though the number doesn't change.

 

[joegrape]

It was confirmed old-school - postcard.

I was advising this company when the site originally launched in late 2022. But I didn't set up the GBP. The owner did.

Then they went with some other people for a while and now I'm back helping them again.

I can see by looking at the contact page captures in the wayback machine that the phone number has changed twice since 2022. The current phone number on the GBP was put in place sometime around Fall of 2025.

 

[JS Girard]

Okay, then that specific bug is not the problem. I would start with suggested edits, since those are basically without risk, but it does look like the next step if that doesn't work is going to be Google Support.