Trying to move our SAB, no help from support

[kyleekay]

Our SAB has moved locations and I found a really helpful video from @JoyHawkins on this topic -
So I followed the advice to create a new profile then reach out to support and ask them to move the old profile to the new one. However, I didn't hear back from a customer service agent. I just got an email that I can't reply to with a few help articles that are unrelated to my issue. Can anyone here help me escalate this please?

 

[JoyHawkins]

You must have selected the wrong option when you filled out the support form. Can you share exactly what fields you entered into it?

 

[kyleekay]

Thanks for the response @JoyHawkins! That could definitely be the case.

Initially I selected "Moved Business" but that didn't lead me to an email contact option, only "Get Help with verification" So instead I chose "Other" which then allowed me to email support.

What would you suggest instead?

Also, the profile I selected when contacting support was our verified listing (at the old address). The new profile that we set up at the new address has been suspended.

 

[JoyHawkins]

Did you contact support and select the profile that is verified? If it's telling you to verify it, it sounds like you selected a profile that isn't verified yet.

The moved option is correct. You want that one, but only with a verified profile.

 

[kyleekay]

I just tried it again to be sure - I definitely selected the Verified profile, selected the Moved Business option, and the only contact option I get is "get help with verification" Very odd. What can we do now @JoyHawkins ?

 

[JoyHawkins]

What is the status of the profile that you are contacting support with? Does it say it needs verification or does it say it's live?

If I'm following you correctly, you have 2 live profiles inside your account, both that are not in the verification status right?

 

[kyleekay]

@JoyHawkins

Profile #1- is verified, has 132 reviews, is a SAB set up at the old address
Profile #2- is suspended, new SAB that we set up using the new address

Profile #1 is the one I selected when contacting support.

Profile #2 - We were given the option to verify by phone, we did that and then a day later this profile was suspended. I suspect because the system flagged it as a duplicate. Profile #1 has not been suspended though. It's still active.

 

[JoyHawkins]

Okay they are probably giving you that stupid loop because you have a suspended profile.

So you have to get the suspension lifted first. Did you use a different phone number on it?

 

[kyleekay]

Ah I see.

We did use a different phone number. The names are the same. Different address. The same email address is the primary owner for both profiles as well. Could that factor in?

I'm worried that they will deny my suspension appeal since it's clearly a second profile for a service area business.
Really appreciate all your help on this @JoyHawkins

 

[JoyHawkins]

They shouldn't. Explain they moved and this is what Google actually suggests and ask them to fix the other profile while you are at it during the appeal. If they don't approve the appeal, let me know.

 

[kyleekay]

They shouldn't. Explain they moved and this is what Google actually suggests and ask them to fix the other profile while you are at it during the appeal. If they don't approve the appeal, let me know.

Hey @JoyHawkins our appeal was not approved. What can we do next? Do you have any way to escalate?

 

[JoyHawkins]

Post it over in the Google Business Profile community and someone can assist. Probably won't be me but there are dozens of product experts moderating who can help.