Stuck in "Verification required," have a Case ID, and submitted a question to the GBP Help Community, but no response - HELP!

[kathleen.rhodes]

I have a client whose video verification, submitted at least 4 weeks ago, was never approved. When we log into the GBP dashboard, it indicates "Verification required" and keeps asking for a video verification. We submitted a ticket to Google at least two weeks ago and provided scans of both the LLC documentation and the EIN number. Support at Google keeps telling us, via email, that they've escalated the matter to their "specialist" team and "that the process can take up to 72 hours to be completed. So, in case you don’t see your profile published right away, don’t worry." It was well beyond two 72-hour periods when I posted a question to the GBP Help Community four days ago. I have had no response. I believe that we're not supposed to post the link in the Local Search Forum to the question in the Help Community. But If we're getting no response from our replies to GBP Support re: the case number and no one has replied to our question in the Help Community, what else can we do?

 

[ElizabethRule]

What is the issue with the video verification, does it not upload due to technical issue or something?

Did you reply to the original case email from Google asking for an update? If not do that and see if the specialist can update you on the status of the case. If that doesn't work, you can DM me the thread on the GBP forum and I can take a look there. We typically advise against posting GBP forum threads here like you mention, but in this case I would be happy to look into it for you if support doesn't get back to you in email.

 

[mattsmith]

I had a service-based company that took over 5 weeks to get approved. I ended up submitting a second support ticket with the previous support case ID and within another 1.5 weeks it was approved. My brother's new business got a call from Google Support to verify my ability to speak on behalf of his company as a manager, he asked why it was taking so long and they told him they were having issues with the verification process and that they were very backed up but that it would be reviewed.

My experience so far, submit a support ticket and then wait a few weeks, if no verification, submit another support request, add the previous case ID. It seemed to work, it's just taking a long time to get verified. Darren Shaw from Whitespark has a really good video on his YouTube channel explaining his process.

 

[kathleen.rhodes]

What is the issue with the video verification, does it not upload due to technical issue or something?

Did you reply to the original case email from Google asking for an update? If not do that and see if the specialist can update you on the status of the case. If that doesn't work, you can DM me the thread on the GBP forum and I can take a look there. We typically advise against posting GBP forum threads here like you mention, but in this case I would be happy to look into it for you if support doesn't get back to you in email.

Thanks so much, Elizabeth! I appreciate your offer for me to send a DM, but the GBP has now been verified. I went back and forth with support for almost two weeks. In addition to the verification video, the business owner had submitted a copy of his LLC paperwork and EIN number. I guess that Support is just super busy. But it was very frustrating for the business owner.

 

[kwdigi]

and probably really costly for you and all the time it took. Did your customer compensate you for the extra time it took?