This happens when a previous owner, employee, or marketing agency created the profile.
Request access
Search for your business on Google, click "Own this business?" and then "Request access." Enter your email and explain why you're the rightful owner.
Wait 3 days
The current owner has 3 days to respond. If they don't respond or reject your request, you'll get the option to verify ownership yourself.
Verify ownership
After 3-7 days with no response, Google may let you claim the profile through postcard or video verification.
If a former employee or agency has access, try contacting them directly to transfer ownership. It's faster than the formal process.
Common rejection reasons:
- Missing location proof: Street signs, building numbers, or recognizable landmarks weren't visible
- No business signage: For storefronts, permanent signage with your business name is required
- Poor video quality: Shaky, dark, or rushed footage - Google can't see details clearly
- GPS mismatch: Location services were off, so GPS data didn't match your stated address
- People visible: Other people's faces or voices in the video (privacy concern)
- Ineligible address: PO boxes, virtual offices, or co-working spaces can't be verified
How to fix: Check your Google Business Profile for a "Review issues" warning. It will tell you why your video was rejected. Address the specific issue and resubmit.
If you don't have a physical sign, switch your business type to "Service Area Business" instead of storefront. SABs have different verification requirements.
Postcards typically arrive within 5-14 days. If it's been longer:
- Check your spam/junk mail - it may have been sorted incorrectly
- Verify your address is entered correctly in your profile
- Make sure you haven't edited your profile since requesting (this invalidates the code)
If you still haven't received it after 14 days, you can request a new postcard. But note: this invalidates any postcard already in the mail.
Not receiving verification calls/texts?
- Make sure your phone can receive calls/texts (not blocked or on Do Not Disturb)
- Google won't leave voicemails - you must answer directly
- Automated phone systems (IVR) won't receive the code
- VoIP numbers sometimes have issues - try a regular cell phone
- Wait 24 hours before requesting another code
Common suspension reasons:
- Using a virtual office or PO box as your address
- Keyword stuffing in your business name (e.g., "Best Plumber Tampa Cheap 24/7")
- Mismatched info across platforms (your name/address/phone differs from other listings)
- Frequent profile edits that triggered spam detection
- Operating in a high-spam category (home services, law, etc.)
To appeal:
Gather documentation
Collect your business license, utility bills, tax documents (EIN confirmation), and photos of your storefront or vehicle.
Submit a reinstatement request
Go to your Google Business Profile and follow the prompts to appeal. Upload your documentation. You have 60 minutes to complete the form once started.
Wait for review
Appeals typically take 1-3 weeks. You only get 2 appeal attempts, so make sure your first submission is thorough.
Profile stuck in "Processing"?
Google's AI system cross-references your business against multiple data sources. New profiles can get stuck if:
- Your business info doesn't match other sources (Yelp, Yellow Pages, state records)
- Your address has been used for spam/fraud before
- Your business category is high-risk (home services, legal, medical)
- Google can't verify you exist through independent data
To fix:
- Ensure your business name/address/phone matches exactly across all platforms
- Get listed on other directories first (Yelp, BBB, industry sites)
- Contact Google support with your business documentation
- Request a live video call verification
- Make sure you're signed into the Google account that owns the profile
- The profile must be verified before you can add managers
- Try on desktop - the mobile app sometimes has limited options
- Clear your browser cache and try again
- If you have multiple Google accounts, try signing out of all and signing into just one
Contact Google Business Profile support directly: Go to support.google.com/business/gethelp and follow the prompts to reach a human. You can also request a live video call verification through support.