Profile Suspended

[JoshuaMackens]

Hey guys,

The GBP in question is a pickleball coach. They moved from one city to another in a completely different state, across the country. They wanted to take their GBP with them.

They changed their address on the GBP and Google suspended it. They submitted paperwork showing the address used, etc. and Google reinstated it. At this time, the address was hidden.

But, the problem is, the ranking didn't change. They still ranked in the old city even though they changed their address. It seems like the issue is even though they changed their address, hiding the address wiped it out and Google didn't change the address in their back end.

So, they changed the address again and this time left it public so Google would update. Google wanted a video verification.

They submitted a video verification, showing the cross streets and the home but the home doesn't have signage of course. That was explained in the video and the situation was explained as well that they just need to get the address visible for Google to update and then they would hide it. However, when the video was submitted the profile was immediately suspended. It was really weird. Like no one even looked at the video...and it was auto suspended by Google.

They appealed again but it was denied this time and it looks like they don't have any other options now? When they go to appeal again, they aren't given an option to appeal a 3rd time.

1) What do you think the issue is with the ranking? Am I reading this situation correctly?
2) How do they appeal now? Google said they would send another email

 

[Tony Wang]

This was a known bug for SAB's. If you move locations it still keeps your original address in the system. That's why you're still ranking in the old location.

The approach of trying to verify with the address shown was certainly not going to work without signage.

The best approach would have been to create a new listing, then ask support to mark the old listing as moved to the new one and transfer the reviews.

I'm not sure the best approach now. Maybe others can weigh in?

 

[keyserholiday]

This was a known bug for SAB's. If you move locations it still keeps your original address in the system. That's why you're still ranking in the old location.

The approach of trying to verify with the address shown was certainly not going to work without signage.

The best approach would have been to create a new listing, then ask support to mark the old listing as moved to the new one and transfer the reviews.

I'm not sure the best approach now. Maybe others can weigh in?

This is the only way to handle it.

 

[fisicx]

This was a known bug for SAB's.

Is it really a bug? The profile and reviews were for a business in City A. If you move to City B it as if you are a new business in that area, the customers will be different and even the level of service may change. Plus there could be different local laws that require new registration, licenses and insurances and so on.

 

[JoyHawkins]

Just echoing Jason + Tony. You need a new listing.

 

[JoshuaMackens]

Hey guys,

I created a new listing and it's up and running now. All good there.

But now the old listing is suspended. Google support says the listing has been "removed" (confusing, it's just suspended) and therefore they can't mark it as moved anymore. It has 47 reviews which is a lot for a pickleball coach. It would take 2-3 years to get all of those back and maybe not even then.

What should I do from here?

 

[JoyHawkins]

Tell them you just wanna move the reviews over (not reinstate the listing). They should be able to do that. You likely need to provide them copies of the reviews.

 

[JoshuaMackens]

Hey Joy, I really appreciate the help. I feel like I'm getting no where on this and it's much appreciated.

The last correspondence I got from them was this:

"Hi Joshua,

We understand that but as your old profile has been taken down due to policy violations due to that the system has taken down all the profile content and the reviews from the search. As the information has been completely removed we won't be able to mark the business as moved. Please understand that we are only abiding by the policies.

If you need any further assistance with this issue, feel free to reply to this email. For help with other concerns, you can always reach us via our Help Help Center.
"

I thought they took my profile "down" because of trying to move states. Is there something more going on here? Or is "policy violations" boiler plate for all issues, even moving states?