Google Business Profile Suspended? How to Get Reinstated

If your Google Business Profile listing has been suspended, it’s important to address the issue promptly to avoid disruptions for your business.

For many small businesses, Google Business Profile (GBP) is a crucial tool for attracting customers.

As a free service, GBP often becomes the main source of online visibility for local businesses, generating traffic, calls, and customer visits.

While diversifying your marketing efforts is generally advised, for businesses with limited or no marketing budgets, GBP can be the primary method for online promotion.

When a business’s Google Business Profile (GBP) listing is suspended, it can drastically affect operations, often bringing sales to a sudden halt. In some severe cases, businesses have struggled so much that they have had to shut down completely due to the loss of their GBP listing.

A suspended GBP listing not only disrupts a business’s daily activities but also causes considerable stress and concern for the owner. Many are left in the dark about why their listing was suspended, which adds to the frustration and uncertainty. Without a clear understanding of the reasons behind the suspension, business owners may find it challenging to address the issue and restore their listing effectively.

What Is A Google Business Profile Suspension?

A Google Business Profile (GBP) suspension occurs when your GBP listing is either not visible on Google and Google Maps or you lose control of it. This means your listing is effectively “unverified,” and you cannot manage it.

You will be alerted to a suspension through notifications in your GBP dashboard. You might see a “Suspended” notification or a “Disabled” notification. Additionally, Google will send you an email informing you that your GBP listing has been suspended.

The email from Google will include the “violation type,” which provides a general idea of why your listing was suspended. GBP listings can be suspended for several reasons, often related to spammy practices or violations of Google Business Profile Guidelines.

A manual suspension may occur if Google reviews your listing and identifies issues, typically following a report submitted through GBP’s Redressal Form. Users can also report listings directly on Google Maps or via the “Suggest an Edit” feature.

If a trusted user reports your listing, their suggestion to remove or alter your listing might be acted upon quickly, potentially leading to a suspension. Suspensions can also happen after making changes to your listing. For example, a client experienced an immediate suspension after correctly updating his landscaping business from a storefront with a physical address to a service area business by removing the address.

There are two types of suspensions: a hard suspension and a soft suspension.

What Is A Hard Suspension?

A hard suspension occurs when you search for your company’s name and city, but your Knowledge Panel or Business Profile doesn’t appear. This is problematic, as potential customers won’t be able to find your GBP listing on Google Maps or in search results.

Hard suspensions typically happen when Google decides that your business does not meet the criteria for a GBP listing or if spammy tactics are being used.

What Is A Soft Suspension?

A soft suspension occurs when your business’s Knowledge Panel or Business Profile is still visible online and accessible in your GBP dashboard, but it appears unverified and you can’t manage or update it.

During a soft suspension, your GBP profile is more vulnerable to user-suggested edits, which can lead to incorrect information being displayed.

Certain industries are more prone to suspensions due to a higher incidence of spam and fake listings. Google and SEO professionals are actively working to address these issues, and if your business falls into one of these categories, your profile might be reported if it violates Google Business Profile rules.

Industries that often face these issues include:

– Locksmiths

– Lawyers

– Plumbers

– Pest control services

– HVAC services

The Dreaded Google Business Profile Suspension Email Notification

If your Google Business Profile (GBP) listing hasn’t been suspended, you’re fortunate, but it’s important to be prepared as most listings may face suspension at some point.

Why Might Your GBP Listing Get Suspended?

A GBP listing may be suspended if Google detects suspicious or spammy activity, if you violate Google Business Profile guidelines, or if you breach the terms of service for other Google products.

How to Identify a Suspension

Typically, business owners notice a drop in calls or visitors. They may search online and find their listing missing, or they might log into their GBP dashboard and see a suspension notification. Additionally, Google will send an email detailing the suspension and the general reason for it, known as the “violation type.”

There are several common reasons why a Google Business Profile (GBP) might get suspended.

For example, if you’re in a high-spam industry like legal services, locksmiths, or plumbing, your listing might be suspended due to the nature of your business. Additionally, making numerous updates to your GBP listing in a short period can trigger suspicion and lead to a suspension.

Here are other reasons for suspension:

– Keyword stuffing in your business name.

– Using a P.O. Box or UPS store address.

– Listing a virtual office or co-working space as your address.

– Displaying a physical address for a Service Area Business (SAB).

– Operating an online-only business.

– Being in a high-risk industry such as legal services, plumbing, HVAC, locksmiths, or rehabilitation centers.

– Sharing an address with another business, especially a residential one.

– Making multiple changes to your GBP profile in one session.

– Providing a URL that forwards to another site or links to a social media page.

– Switching between Storefront and SAB listings.

– Creating multiple GBPs for the same address with overlapping service areas.

– Discrepancies between your GBP address or hours and those on your website or other directories.

– Listing business hours as 24/7.

– Having a suspended manager’s account affecting your listing.

– Creating a new GBP listing to bypass a suspension.

If you see a suspension notice, it’s crucial to address the underlying issues before submitting an appeal. Creating a new listing to bypass the suspension is against Google’s guidelines and will likely result in immediate suspension of the new listing.

To resolve the issue, carefully review the violation type mentioned in the suspension email and consult the Google Business Profile Guidelines to ensure you comply with all rules. For example, if your business name was keyword-stuffed, you need to correct it to get your listing reinstated.

If a business owner has added unnecessary or promotional words to their business name, they need to remove them before submitting a reinstatement request. For example, if the business name includes extra phrases like “- Florida: The Smart Choice For Real Estate!”, those should be deleted.

If the suspension occurred due to 24/7 business hours, adjust the hours to a more standard timeframe, like 8:00 a.m. to 6:00 p.m., before appealing. The hours on your GBP profile should reflect when employees are physically available to assist customers, not just when phone calls are answered. For Service Area Businesses (SABs), the listed hours should match when you’re available to serve customers, not just when your phone is active.

If your business has multiple listings at the same address, you’ll need to resolve those duplicate listings first. This includes ensuring there are no conflicting details that could have triggered the suspension.

Once all issues are identified and corrected, it’s time to fill out the appeal form to request reinstatement of the GBP listing.

The Appeal Tool Process

Once you’ve resolved the issues with your Google Business Profile (GBP), you can proceed with the appeal process using the Google Business Appeal tool. This process is straightforward, but it’s crucial to prepare ahead of time. Make sure you review the relevant Help documentation on the appeal process to familiarise yourself with the steps involved.

When your GBP gets suspended, you’ll receive an email notification containing a blue “Appeal” button. Clicking this button will take you to the Appeals tool, where you can manage the appeal and check its status. Make sure you’re logged in with the email address used to manage the suspended account, and confirm your details before proceeding.

Next, select the suspended business profile. If you have only one location, it will be the only one listed. The tool will then display details about your suspension, including whether your profile is eligible for appeal. If it’s not eligible, creating a new GBP isn’t an option, and you’ll need to consider other avenues. If your profile is eligible for appeal, click “Next” to proceed.

At this point, it’s important to gather official documents proving your business is legitimate. You’ll have 60 minutes to upload this evidence once you begin the appeal process. Documents such as business registration, business licenses, tax certificates, and utility bills can help prove your case. Make sure these documents match the business name and address listed on your GBP profile.

Once you’ve gathered all your documents, fill out the appeal form, ensuring your evidence is clear and concise. You’re allowed 1,000 characters to explain why your profile should be reinstated and what changes were made to bring it into compliance. Once you’ve submitted the form and uploaded the necessary documents, your status will change to “Submitted,” and the Google Support team will review your case.

It may take several days for Google to review your appeal. You can check the status in the Appeals tool, which will eventually change to either “Approved” or “Not Approved.” If approved, you’ll receive an email confirming your listing has been reinstated. If denied, you’ll also receive an email with that decision. In some cases, there may be an option to request a re-evaluation, although details on this process are limited at this time.