Dealing with Problems
Sometimes getting access to your listing isn't straightforward. Here's how to deal with the most common problems: duplicate listings, someone else claiming your business, suspended listings, and getting help from Google.
Dealing with Duplicate Listings
What to do
If you found multiple Google Business Profile listings for the same business location, you need to clean this up. Duplicates confuse Google and split your reviews and ranking power.
Step by step
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First, identify which listing is correct. Look at both (or all) listings. Which one has the correct address? Which one has reviews? Which one has been verified? Ideally, you want to keep the one with reviews and history.
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Claim the listing you want to keep. Follow the normal claiming process for the correct listing. Get it verified if it isn't already.
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Mark the duplicate(s) as closed or request removal. Once you have control of the correct listing, you can deal with the duplicates.
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To request removal of a duplicate you control: Go to the duplicate listing in business.google.com, click on "Info" or "Edit profile", and look for the option to mark the business as "Permanently closed" or "Remove this listing". Follow the prompts.
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To request removal of a duplicate you don't control: You can report it to Google. Search for the duplicate on Google Maps, click on it, then click "Suggest an edit" and select "Close or remove" then "Duplicate of another place". Google will review and may merge or remove it.
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Be patient. Google doesn't always act quickly on duplicate reports. It may take weeks or even months. In the meantime, focus on optimising your main listing.
Why do duplicates happen?
Duplicates are created in various ways: Google auto-generates listings from multiple data sources that aren't reconciled; a previous owner created one and then the current owner created another; a well-meaning employee created a listing not knowing one existed; or the business moved address and someone created a new listing instead of updating the old one. They're very common and very annoying.
**Don't just create another listing if there's already one with problems.** This makes things worse. Always try to claim and fix the existing listing first, and remove duplicates properly. More listings ≠ better visibility.
Someone Else Has Already Claimed Your Listing
What to do
If you try to claim your business and Google tells you it's already been claimed by someone else, here's how to get ownership back.
Step by step
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First, think about who might have claimed it. Common culprits: a previous business owner, a former employee, a marketing agency you worked with, a web designer, or sometimes a spouse or family member trying to help. If you know who it is, the fastest solution is to contact them directly and ask them to add you as an owner or transfer ownership.
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If you can't reach the current owner, request access through Google. When you try to claim an already-claimed listing, Google will offer you the option to request access. Click this button.
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Google notifies the current owner. They receive an email giving them 7 days to respond. They can approve your request, deny it, or do nothing.
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If they approve: You'll receive access and can manage the listing.
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If they deny or don't respond: After 7 days with no response, or after a denial, Google may give you an option to verify your ownership through the normal methods (postcard, phone, etc.). This essentially overrides the previous claim if you can prove you're legitimate.
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Verify your legitimacy: Complete whatever verification Google offers. Once verified, you'll become the owner and the previous person will lose access.
**Check with your web designer or marketing agency first.** It's extremely common for agencies to create listings under their own accounts. A simple phone call to ask them to transfer ownership is often the fastest solution.
Your Listing Has Been Suspended
What to do
If your listing has been suspended by Google, it will say so when you log into business.google.com. Suspended listings don't appear publicly. Here's how to get reinstated.
Step by step
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Understand why suspensions happen. Common reasons: keywords stuffed into the business name, fake address or PO box, multiple listings for the same business, suspicion of fake reviews, or using a virtual office address inappropriately.
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Review your listing for guideline violations. Be honest with yourself. Is your business name exactly as it appears in the real world, with no added keywords? Is your address a real place where you can receive post and customers? Have you done anything to artificially inflate reviews?
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Fix any violations before appealing. If you know you've broken a rule (e.g., keywords in name), fix it first. Edit your listing to comply with guidelines. There's no point appealing while still in violation.
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Request reinstatement. In your business.google.com dashboard, you should see information about the suspension and a link to request reinstatement. Click it and fill out the form. Be honest and straightforward. If you've fixed a violation, explain what you corrected.
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Wait for Google's response. Reinstatement requests can take anywhere from a few days to a few weeks. Google will email you with the outcome.
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If denied, you may be able to appeal again — but only if you've genuinely addressed the issue. Repeatedly appealing without fixing the problem won't work.
Examples by industry
Suspended for "Dave's Plumbing 24/7 Emergency Plumber Manchester"? Change it to just "Dave's Plumbing" (your actual trading name), then request reinstatement explaining you've removed the keywords.
Suspended because you used a home address for a business that actually operates at a different location? Update to the correct address where the café actually is.
Suspended because a staff member created a second listing for the same practice? Remove the duplicate and request reinstatement of your main listing.
Suspended for using a virtual office or co-working space address? If you actually work there and receive clients there, explain this in your reinstatement request with evidence. If not, you may need to use your actual office address.
What Google considers a guideline violation
The main violations that cause suspensions are: adding extra words to business names (keywords, locations, taglines); using addresses where the business doesn't actually operate; creating multiple listings for the same location; fake reviews or review manipulation; misrepresenting the nature of the business; and using a category that doesn't match what the business actually does. Google's guidelines are publicly available and worth reading if you've been suspended.
**Repeated or severe violations can result in permanent suspension** with no option to reinstate. Fake reviews, for instance, can get your listing permanently banned. Always operate within Google's guidelines — it's not worth the risk.
Getting Help from Google Support
What to do
When you've tried everything and are still stuck, you can try to contact Google Business Profile support directly. Here's how.
Step by step
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Sign in to business.google.com and go to your listing (or the main dashboard if you don't have access to a listing yet).
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Look for "Help" or "Support" — Usually found in the menu (three lines icon) or a question mark icon. Click it.
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Search for your issue first. Google will show you help articles. Often these do solve the problem. If not, look for an option to "Contact us" or "Get support".
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Choose your contact method. Depending on your issue and location, you may be offered: callback request (they call you), live chat, or email support. Callback and chat are usually faster.
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Explain your issue clearly. Have your business details ready. Be specific about what you've already tried. The support agents are often helpful but deal with high volumes, so clear information helps.
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Be patient and polite. Support quality varies. If one agent can't help, you can try again later and might get someone more helpful.
**Google Business Profile has an official community forum** where Google-certified volunteers (called Product Experts) help with tricky issues. Search for "Google Business Profile Community" and post your question with full details. Sometimes the experts can escalate issues or provide solutions support agents miss.
Your Listing Shows Wrong Information You Didn't Add
What to do
Sometimes listings get edited by Google's systems, by malicious users, or contain old information from before you claimed it. Here's how to fix it.
Step by step
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First, check you're signed in as the owner. Go to business.google.com and confirm you can access and edit your listing. If not, you need to claim it first.
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Edit the incorrect information directly. If you own the listing, you can simply edit most fields — name, address, hours, etc. Make the corrections and save.
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If Google isn't accepting your edits: Sometimes Google's systems revert your changes or show a different version to the public. This usually happens when Google thinks public information (from your website, directories, or user suggestions) conflicts with what you've entered.
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Ensure consistency everywhere. If Google keeps reverting to wrong hours or an old address, check your website and major directories (Yelp, Yell, etc.). Update them all to match what you want on Google. Consistency helps Google trust your edits.
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Contact support if changes don't stick. If you've been consistent everywhere and Google still shows wrong information, use the support options above to report the problem.