Soft suspension? How do you know?

[Scott ClientClicks]

I have a client with a SAB for a dog training business that they can no longer manage. They are certain that they are logged in to the correct google account. The listing doesn't appear to be suspended because I can pull it up in a search. But I'm wondering whether it might be soft suspended. How do you approach troubleshooting a SAB that can't be accessed? I suspect a soft suspension because they rebranded the business name and website over the past month. They changed the name in the GBP and have been accessing it fine for over a month, so I'm a little surprised that it might only now be affected.

 

[keyserholiday]

You need to determine whether the GBP has been claimed. When you Google the name or phone number, expand the Knowledge Panel (KP). If it is claimed, you won't see this business. If you click on suggest an edit, you will be given a hint on the email address that owns the GBP.

 

[JS Girard]

I'm not sure what exactly is going on, but I've never heard of a suspension (soft or otherwise) causing administrators or managers to be removed from a GBP.

As Jason points out, a third party somehow validating the GBP would be a possibility (though I don't know how they would achieve that nowadays), and if that's the case, there should be an access request email somewhere in the inbox.

 

[Gru]

I’d treat this as an access/ownership issue first, not a suspension issue.

If the listing is still live and showing normally, I’d check whether it’s still claimed, look for any access-request emails, and use “Suggest an edit” to see the ownership email hint like Jason mentioned.

The recent rebrand may have caused extra scrutiny, but managers disappearing doesn’t sound like a normal soft suspension symptom.