Alex Tiberi

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Hello,

I hope this is allowed, if not please let me know and I'll happily delete this thread.

I posted this on the Google Business Profile community forum but it hasn't received any action (Request for help: GBP Reinstatement - Google Business Profile Community)

I've been going back and forth with Google support for over a month now, and am hoping I can get help from a product expert.

This profile has been disabled for a long time. I made all the necessary edits needed to bring the profile into compliance with Google's guidelines before submitting a reinstatement request. It's a service-area business and has the address cleared.

Here's a Google Doc with business details, Case IDs, and a timeline of events: Request for help: GBP Reinstatement
 

Alex Tiberi

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Google tells me they're looking into it. No ETA given. -Stefan

Does anyone recommend any further options that I can take here?

For those that haven't read through my Google Doc - they're citing a "technical issue" and say that the engineering team is looking into it with no ETA.

Do I just keep checking in with support every 1-2 weeks? What happens if they tell me this forever?
 
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Hi @Alex Tiberi

1.) I've seen this with a handful of US-based businesses. It's definitely a known issue. I would imagine it's happening outside of the US but can't say for sure because I worked mostly with US businesses. Perhaps someone working in other countries could chime in.

2.) Personally, I would start but searching Maps to see if you can find an unclaimed Business Profile for this business and claim it. Otherwise, create a new profile. Then contact support to see if they will move reviews from the old profile.

"No ETA given" could be a very long time!
 

Alex Tiberi

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Personally, I would start but searching Maps to see if you can find an unclaimed Business Profile for this business and claim it. Otherwise, create a new profile. Then contact support to see if they will move reviews from the old profile.

Thanks for the tip. I will get right one that (y)
 

Alex Tiberi

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@Stefan Somborac here's the email I sent to Google support:
Hello Richa,

I haven't received any updates so I'm assuming that the engineering team hasn't made any progress on fixing this technical issue.

I have a question - If I work with the business owner to create & verify a new Google Business Profile, can you move the reviews from the old (disabled) profile to the new profile?

Here's the response I received:
I understand your situation as it might be frustrating to wait so long for the issue to get resolved. We apologize for the inconvenience caused. As our team is already working on the issue, I would not recommend you to remove this profile and to create a new one. There might be a possibility that you get the same issue on the new profile as well.

We appreciate you patience and we would get back to you as soon as we get an update on this.

And, my reply:
Richa,

Do you know the answer to my question - can you move the reviews from this disabled profile to a newly created & verified profile?

If you don't know the answer, would you mind asking your superiors?

Thank you,

As you can see, she side-stepped my question. Do you (or anyone else reading this) have some pull with higher ups at Google, that could push this request through, or at the very least answer my question?

I feel like I'm stuck behind a gatekeeper and I can't seem to get through to any decision makers.
 

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