Keeping Your Business on the Map: A Guide to Google Listing Issues and Fixes

Waking up to find your Google Business Profile has been suspended or unverified can be a gut punch, especially when you’ve played by the rules. But this unexpected interruption doesn’t have to stall your business momentum. Whether you’re a marketing manager overseeing multiple locations or a single-operator shop, understanding what went wrong and how to fix it is the first step to regaining control.

Let’s walk through the landscape of Google suspensions, re-verifications, and everything in between, with practical strategies to get your business back on the map.

Knowing Your Status: Verified, Suspended, or Duplicate?

Before jumping into action, pinpoint exactly what happened to your GBP. Different statuses require different approaches.

1. Re-verification Needed

This occurs when you make key changes to your business listing – like updating the name, address, phone number, or category. Google might ask for re-verification just to confirm you’re still the rightful owner.

The good news: Your listing stays visible on the map, though edits won’t publish and your ability to manage reviews or posts is paused until you’re verified again.

Smart recovery tip: If you manage bulk-verified accounts, try transferring the profile to one. In many cases, this triggers instant re-verification once the Primary Ownership is transferred after the required 7 days.

If that doesn’t work, complete verification via:

– A live video call;
– A business email;
– A postcard;
– Or uploading a pre-recorded video walk-through.

Just follow Google’s verification instructions.

2. Suspended (Soft or Hard)

When Google’s systems detect unusual or non-compliant activity, they may suspend your listing. This could stem from:

– Suspicious account activity;
– Inaccurate address info;
– Using a virtual office or P.O. box;
– Violating content or naming policies.

Soft Suspension: Your business still shows on Google Maps and Search, but you lose control, and others might be able to claim it.

Hard Suspension: Your business disappears entirely from search. That’s when the panic really sets in.

Here’s What to Do

Act Fast: Go to the GBP appeals tool and submit an appeal with supporting documents:

– Official business license or registration
– Tax certificate
– Utility bill with business name and address

Timing matters: You’ll have 60 minutes to upload your documents, so gather them in advance.

Pro tip: Set expectations, review decisions can take 1-14 days. If your appeal is denied, don’t worry, you can submit additional documentation and request a second review.

3. Duplicate Listing Detected

This one’s a silent killer. You may find out that Google merged your listing with another one it believes is the same business. Unfortunately, in these cases:

– Posts, review replies, and other owner contributions are often lost;
– Your listing may be absorbed into another with a similar name or address.

How to escalate it: Duplicate issues can’t be resolved through the reinstatement or appeals forms. These cases need to be handled through Google Business Profile Support. When submitting the issue, include as much identifying information as possible (e.g., business name, business profile IDs, CID, affected listings).

If you’re working with a Google Account Manager, such as through Google Ads or a hotel partner program, escalating the issue through them can significantly speed up resolution and improve your chances of recovering the listing. Account managers can prioritise your case internally on Google’s end.

Avoid this by:

– Using unique phone numbers and names when sharing an address with similar businesses.
– Minimising similarities in categories, names, or addresses that could confuse Google’s algorithm.

Keeping It Safe: Preventative Best Practices

Maintaining verified status isn’t just about fixing problems—it’s about preventing them in the first place.

✔ Always follow GBP guidelines
Avoid keyword stuffing in your business name or using virtual offices as physical locations.

✔ Use bulk-verified accounts when possible
This is especially helpful for hotel brands and multi-location businesses.

✔ Audit your listings monthly
Check for outdated info, inconsistent contact details, or suspicious edits.

✔ Coordinate sensitive edits strategically
If you must change core details, make the changes during low-traffic hours and be ready for a verification prompt.

Wrapping Up: Stay Calm, Stay Visible

Having your GBP suspended or marked for re-verification can be frustrating, but it’s not the end. With the right information and tools, you can navigate these challenges confidently and restore your digital storefront.

Remember, the sooner you act and the more accurate your documentation, the quicker you’ll regain control. And once your listing is restored, all your content and reviews will typically return. However, in duplicate listing cases, some content (like review replies or posts) may be lost. The key is acting quickly and leveraging the right support channels to preserve as much as possible and restore your online presence efficiently.