Module 10

Common GBP Problems

Things don't always go smoothly with Google Business Profile. Here are the most common problems business owners encounter and how to solve them.

My Listing Isn't Showing Up

What to do

If your listing doesn't appear in search results, work through these checks.

Step by step

  1. Check verification status. Log into business.google.com. Is your listing verified? Unverified listings often don't appear in search.
  2. Check for suspension. Look for any warning messages in your dashboard. Suspended listings are hidden from search.
  3. Search correctly. Search your exact business name. Then search "[business name] [city]". New listings can take days or weeks to appear.
  4. Check your address. Is your address complete and correct? Missing postcodes or incorrect details can prevent your listing from appearing.
  5. Service-area businesses: If you've hidden your address, you'll appear for "near me" searches but not when people search for a specific location.
  6. Be patient with new listings. Brand new listings can take 1-3 weeks to appear in search results. Google needs time to process and trust your listing.
  7. Check for duplicates. If there's another listing for your business, Google might be showing that one instead.

My Listing Has Been Suspended

What to do

Suspension is serious but often fixable. Here's what to do.

Step by step

  1. Don't panic. Suspensions happen, sometimes incorrectly. Many can be resolved.
  2. Check the reason. Google sometimes tells you why. Common reasons: suspected fake business, guideline violations, suspicious activity.
  3. Review Google's guidelines. Read the Business Profile guidelines to identify what might have triggered the suspension.
  4. Common triggers: Keyword stuffing in business name, fake address, P.O. Box as address, virtual office, business operating from residential address without meeting customers there.
  5. Fix any violations. If you know what's wrong, fix it before appealing.
  6. Submit a reinstatement request. In your dashboard, look for the option to appeal or request reinstatement. Provide any evidence requested (photos of business, business license, etc.).
  7. Be patient but persistent. Reinstatement can take days to weeks. If rejected, you can appeal again with additional evidence.
  8. Use the GBP Help Community. Google's official community forum has experts who can sometimes escalate issues.
Types of suspension

There are 'soft' suspensions (your listing is hidden but you still have access) and 'hard' suspensions (you lose access entirely). Soft suspensions are easier to resolve. Hard suspensions require identity verification and often indicate Google suspects the business isn't legitimate. Both require reinstatement requests, but hard suspensions need more documentation.

Google's official guidelines

Wrong Information Appearing on My Listing

What to do

Sometimes your listing shows incorrect information that you didn't add.

Step by step

  1. Anyone can suggest edits. Google allows public suggestions to business information. Sometimes these are wrong.
  2. Check your dashboard. Log in and verify your information is correct there. If it's correct in your dashboard but wrong on Search/Maps, Google may be pulling info from elsewhere.
  3. Update and save. Even if information looks correct in your dashboard, re-enter it and save. This reasserts your version.
  4. Check your citations. Incorrect info on other websites can influence what Google shows. Use the citation audit process from Module 7.
  5. Report incorrect info. If a public suggestion is wrong, reject it through your dashboard when you see the notification.
  6. Be vigilant. Check your listing's public appearance periodically to catch incorrect information early.

I Have Duplicate Listings

What to do

Multiple listings for the same business at the same address confuse Google and customers.

Step by step

  1. Search for your business. Search your name, phone, and address on Google Maps. Look for multiple pins at your location.
  2. Identify the listing to keep. Usually the one you control, or the one with more reviews/engagement.
  3. Claim the duplicate if you can. If you can claim it, mark it as permanently closed or merged.
  4. Request removal. For duplicates you can't claim, click on the listing in Google Maps, click "Suggest an edit", select "Close or remove", then "Duplicate of another place".
  5. Use the GBP dashboard. Sometimes there's an option to merge listings or report duplicates directly in your dashboard.
  6. Be patient. Duplicate removal can take time. Follow up if nothing happens after a few weeks.

My Reviews Have Disappeared

What to do

Reviews sometimes vanish. Here's why and what to do.

Step by step

  1. Google removes reviews that violate policies. Fake reviews, reviews with conflicts of interest, or policy-violating content gets removed.
  2. Reviewer deleted their account. If a reviewer deletes their Google account, their reviews disappear.
  3. Google's spam filters. Sometimes legitimate reviews get caught by spam filters, especially if multiple reviews came from the same location (like asking customers to review while at your business).
  4. System glitches. Occasionally reviews disappear temporarily due to bugs. They sometimes come back.
  5. If legitimate reviews vanished: Wait a few days (sometimes they return). If not, there's unfortunately no way to recover them. Focus on getting new reviews.
  6. Prevent future issues: Ensure reviews come from genuine customers, spread over time, from different locations. Avoid anything that might look like manipulation.

Problem diagnosis steps: