How to Claim a Google My Business Profile
For business owners, discovering a pre-existing Google My Business (GMB) profile that you don’t control can be a frustrating roadblock to managing your online presence.
The Google My Business (GMB) profile may have been set up by an ex-employee, previous business owner or a marketing company that you are no longer in contact with.
This guide explains how to claim a Google My Business profile and outlines the standard procedure for claiming an unclaimed or previously managed Google My Business (GMB) profile. Also provided is the official escalation route for when Google’s support channels prove unresponsive.
Step 1: Locate and Initiate the Claim
- Go to Google Search or Google Maps and search for your business name and location.
- If a profile already exists, you will see a button or link that says “Own this business?” or “Manage this business”. Click on it.
- You will be prompted to log in to a Google Account. It is recommended to use an email address associated with your business domain for a smoother verification process.
Step 2: The Ownership Request Process
After you initiate the claim, one of two scenarios will unfold:
- Unverified Profile: If the profile has never been claimed, you will be guided through the verification process. This typically involves receiving a postcard with a verification code at the business’s physical address, or through other methods like a phone call, email, or video verification.
- Verified Profile: If the profile is already managed by another Google Account, you will be notified that another user owns the profile. You will be given the option to request ownership from the current owner.
Step 3: Awaiting a Response and Next Steps
Once you submit an ownership request, the current profile owner has 3-7 days to respond to your request via an email notification from Google.
- Request Approved: If the current owner approves your request, you will receive an email notification and will be granted ownership or management access to the profile.
- Request Denied: If the current owner denies your request, you will be notified via email. At this point, you may have the option to appeal the decision.
- No Response: If the current owner does not respond within the stipulated timeframe, you may be able to claim the profile directly. You should receive an email from Google with instructions on how to proceed with verifying your affiliation with the business to gain ownership.
The Escalation Route: When Google is Unresponsive
If you have followed the standard procedure and have not received a satisfactory resolution, or if Google’s support has been unresponsive, here is the official escalation route:
1. Document Everything:
Before proceeding, ensure you have a clear record of all your attempts to claim the profile. This includes dates of your ownership requests, any case numbers provided by Google support, and screenshots of any error messages or lack of response.
2. Utilise the Google Business Profile Help Community:
The Google Business Profile Help Community is a peer-to-peer forum where experienced users and volunteer Product Experts can offer assistance.
- How to Post: Visit the Google Business Profile Help Community and create a new post. Clearly and concisely explain your situation. Include the following details:
– Your business name and address.
– The URL of the Google Business Profile in question.
– A detailed description of the steps you have already taken.
– Any case ID numbers you have received from previous interactions with Google support.
- Why it Works: Product Experts in the community have the ability to escalate deserving cases directly to the Google Business Profile support team. A well-documented post is more likely to get their attention and a swifter resolution.
3. Engage with Google Business Profile Support on Social Media:
While not a formal escalation channel, reaching out to the official Google Business Profile social media accounts can sometimes yield a response, especially if you mention that your initial support requests have gone unanswered.
- Twitter/X: Tweet to @GoogleMyBiz explaining your issue briefly and include your case ID if you have one.
- Facebook: Send a message to the official Google Business Profile Facebook page with a detailed explanation of your problem.
4. The Formal Appeals Process (for Denied Requests or Suspended Profiles):
If your ownership request was explicitly denied, or if the profile has been suspended, you can use Google’s formal appeals process. You will typically be provided with a link to appeal in the denial notification email. Be prepared to provide substantial evidence to support your claim of ownership, such as:
- Business registration documents
- Utility bills in the business’s name and at the listed address
- Photos of your storefront with clear signage
- A business license
How to Claim a Google My Business Profile: Important Considerations:
- Patience is Key: The process of claiming a profile and escalating issues can take time. Be persistent but professional in your communications.
- One Issue, One Thread: When using the Help Community, stick to a single thread for your issue to avoid confusion and ensure all relevant information is in one place.
- Be Prepared to Verify: Regardless of the method you use, you will ultimately need to prove your affiliation with the business to gain ownership. Have your verification documents ready.
By following these steps on how to claim a Google My Business profile, you can systematically work towards gaining control of your Google My Business profile, even in the face of an unresponsive support system.