How Reinstate Suspended Google Business Profile Listing – Realtime incidents

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We received an email from Google business profile support team about our profile has been suspended just after uploading the image and post in our Google business profile.

 

Google will not give you a precise explanation for the suspensions, all we can do is to try to figure out what the reasons might be based on the guidelines to represent a business on Google.https://support.google.com/business/answer/3038177

What we changed right before our listing was suspended:

We have uploaded an image and Google post – it is completely related to our business.
For reinstate, we have removed the image and post which is before our listing was suspended from our GBP Wetherill Park location and checked our "Info" section, the Google profile is OK now.

We have submitted a reinstatement form on 11.08.2022 and case Id: [9-8387000033154].

But reinstatement was denied, below is the reply from Google business profile team (It takes three weeks).  

“Thank you for contacting the Google Business Profile team.
We've looked at your account and it looks like your Business Profile is not eligible to display on Google per our quality guidelines.”

After First reinstatement was denied: Contacted the forum assistance to find resolution:

  1. Localsearchforum: We have created a post in relation to delay in reinstating GBP suspended issue. But our post was denied due to it is cross post (after having it escalate at the GBP forum). It is a new policy of "Localsearchforum" community - https://localsearchforum.com/threads/delay-in-reinstating-suspended-google-business-profile.59280/
  2. Google Business Profile Forum: James (Volunteer) tried & replied, our case is deemed unable to reinstate due to negative strikes - https://support.google.com/business/thread/176105404?hl=en

Unfortunately, there is no help from the forums on our first attempt.

My investigation started:

Tried to figure out what the reasons might be based on the guidelines.

  1. Removed some images, Google posts, and products from the business profile (it is based on irrelevant and guideline) until it's reinstated. 
  2. SCG proofs are attached and sent by Google replied email (Master License document, business signage board - outside picture, inside pictures). 

Requested to reinstate our profile via GBP support email but the request was denied (second time).

Second time reply from Google business profile team:
"Hello,
Thank you for contacting the Google Business Profile team.
We understand your concern and suggest that you reach out to a specialist team that can help address your question. We’d suggest that you report your issue by navigating to “Need More Help?” and following the appropriate steps on the Google Business Profile Help Center. Your issue will be directed to the concerned specialist team, who will help you with resolution."

After second reinstatement denied: It's tough to find what the problem is, but need to keep trying until we find the issue.

Identified the duplicate situation: We have multiple other business listings for the same location.
We have been sharing the same address with other businesses. The following are:

  • Southern Cross Pacific - Used different category, phone numbers & separate team.
  • Workplace Training Group - Marked as Permanently closed.
  • Baymon Group - Used different categories and phone numbers.
  • Symetrix Security - we made a complaint to Google.
  • Southern Cross Electronic Security - Google was marked as duplicate the "Southern Cross Electronic Security" GBP listing and we removed it now.
  • F4A - Used different category & phone numbers and we don't have access.

Created New Thread again in Google business profile community: https://support.google.com/business/thread/185595925/unable-to-reinstate-suspended-business-profile-assistance-needed

This time Xavier (bronze member) is assisted to spot the few things:

  1. Only 1 category: Choose categories that are as specific as possible, but representative of our main business. 
  2. Service list: He'd reduce the list to the bare minimum until it's reinstated. 
  3. He couldn't find our business in Google Street View typing "4/369 victoria street wetherill park nsw 2164 Australia". He had to move around for a while to find it in the Unit 4. So, we have added "unit" in our GBP listing address. 
  4. Suggested to add "Google Street View image" when we ask for reinstatement.

 Requested to reinstate our profile again via GBP support team email. Unfortunately, reinstatement request is denied again.

After Third Reinstatement: We are keep trying with different angle to find the issue.
1.    Our Google business profile "Info" section is OK.
2.    Xavier (Bronze Member) suggested to the open thread with Google or request a new reinstatement explaining the duplicate situation.

Created New Thread again (Third time) in Google business profile community : “multi business" location issue: https://www.slideshare.net/ganapathyrangappa/google-business-profile-community-forum

 

This time Treebles (Diamond Product export) is assisted to find the issue: One issue is that the business profile that was suspended has the name "Southern Cross Group", but the name seen in the Street View images is "Southern Cross Group Services". I have created a new reinstatement request on Google with all the details.

Finally, we have reinstated the Google Business Listing. Below is the message from Google.


What were the steps we followed:

  1. We changed our business name from "Southern Cross Group" to "Southern Cross Group Services" according to the street view image.
  2. Added "Unit 4" on our Google business profile listing to reflect the same exact address on our Google Street view imagery - https://goo.gl/maps/w1gMaNLrCoPHyvJH6
  3. Explanation: Why the difference of the website URL in Google Business compared to what can be seen in the Street View imagery? We migrated our website from "http://scgs.com.au" to "https://scgroup.global" in the year 2017.
  4. Explanation: The thing is, our actual location of the marker for the business. Currently it is placed on the opposite side of Unit 15. The "Southern cross Group" business profile has been placed at incorrect location.
  5. Requested a new reinstatement (New Case Created) explaining the duplicate situation.
  6. We created a strong case with a thorough explanation, with documentations (utility bills), that proves why our GBP should be reinstated.

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