Suspended service-area business, appeal denied, offered video verification but link never sent — Routing ID DPNB

[FacetheOutdoors]

Owner-operated service-area business, guided aurora tours in Fairbanks, Alaska. Verified address is correctly configured as a hidden service-area address.

Profile suspended July 14, 2026 for "deceptive content." The suspension followed an address update on the profile. Appeal denied. Routing ID DPNB.

The denial said I may still verify by submitting a video, and that a separate email with the link would follow. That email never arrived. It has now been 17 days with no link, no update, and no way to start the video since I can't access the profile.

I also can't submit anything new. The additional-review form loads with no input fields at all, just the header and a Submit button. I believe my open support case is suppressing it, since Google blocks new submissions while a same-issue case is open.

On my side everything is in order. I hold a current state business license, a matching state corporate entity record, and two consecutive years of commercial liability insurance, all showing the verified address. I've also reviewed the profile against the guidelines and removed the non-compliant content from the business description.

My questions:

1. How do I trigger the video verification when the link was never sent and I can't access the profile?
2. Is the open support case blocking the additional-review form, and if so how do I get it closed or the form unblocked?

Happy to provide the Business Profile ID and documentation to a Product Expert privately. Season opens in three weeks, so any guidance on escalating quickly is appreciated.

 

[keyserholiday]

Has the address changed since when it was first verified? If it has, you can’t reinstate a SAB after an address change, unless you are showing the address. There is no way to reset the address in the backend.

 

[FacetheOutdoors]

Has the address changed since when it was first verified? If it has, you can’t reinstate a SAB after an address change, unless you are showing the address. There is no way to reset the address in the backend.

Thanks, that's really helpful. Yes, the address changed on the profile — I updated it to my actual base of operations, and that update is what triggered the suspension.

Two questions:

1. If I'm willing to show the address publicly rather than keep it hidden, is reinstatement possible on this same profile, or is the profile effectively unrecoverable once the address was changed?
2. If this profile can't be reinstated, what's the correct path — is it a new profile at the displayed address, and if so how do I preserve the 147 reviews?

 

[keyserholiday]

You will need to get an office so you can show the address.