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?

 

[JoyHawkins]

Yeah so they are telling you the profile can't be moved, which is correct. You need to get them to just move the reviews. At this point, I would start a new support ticket and simply tell them you need to move reviews from a deleted profile to the correct one that is live.

 

[JoshuaMackens]

Roger that, thank you!

I guess I lose out on the ranking authority the old profile had? If it had been marked "moved" that would have went with me, correct? But now I'm starting over? For example, my new GBP doesn't even rank yet.

I guess there's no way to restore the old profile and then get it moved to pass the ranking authority?

 

[JoyHawkins]

Yes, but it's not the death sentence it used to be. New profiles can rank just fine.

 

[JoshuaMackens]

Understood, thank you so much!

 

[JoshuaMackens]

So, I guess they won't help even transfer my reviews because it's suspended.

I opened up a new case with them and got this:

"Hi,

Thank you for reaching out about your Business Profile. When we looked into your issue, we found that your profile is currently suspended.

While your profile is suspended:

• You can’t update your profile.
• Your profile might not show on Google.
• We can’t fix other issues with your profile.

Suspensions can happen for many reasons. We recommend that you review our requirements. Check our guidelines.

To appeal the suspension:

1. Confirm that your business meets our guidelines. Learn about our guidelines.
2. Submit an appeal using the Google Business Profile Appeals tool. We'll review your profile and get back to you. This process may take some time.

Learn more about how to fix a suspended Business Profile.

Reinstatement often solves other issues. Because we can't help you further until you reinstate your profile, this email doesn't allow replies. If you still have issues after you reinstate your profile, please reach out to us again and we'll be happy to help."

What should I do from here?