Introduction
In today’s digital landscape, countless marketing firms promise to enhance your small business’s online visibility, managing profiles across platforms like Google, Apple Maps, Yelp, Facebook, and more. If you search for “Google Business Profile Suspended”, you’ll find a flood of articles authored by these agencies eager to offer their services. While some are legitimate, many prey on unsuspecting small business owners unfamiliar with the intricacies of online profile management. This article diverges from the typical marketing advice; it’s a candid account from a small business owner who experienced a Google Business Profile suspension firsthand. I will share insights into why I believe our profile was suspended, the timeline for reinstatement, and practical steps taken along the way. Grab a coffee, and let’s dive into this journey.
Why Did Our Google Business Profile Get Suspended?
Honestly, we are not entirely sure of the exact reason behind the suspension of our Google Business Profile. Our suspension occurred on August 29, 2022. Coincidentally, this was around the time Google was rolling out significant updates to how small businesses manage their online listings. During that period, we received several emails from Google indicating that the traditional “Google My Business” dashboard was being phased out, and managers would need to utilize Google Search or Maps directly to handle their profiles.
In our initial setup, Google required a physical address tied to the business—P.O. Boxes were not permitted. Verification was typically completed by mailing a postcard with a unique code to that address, which we would then enter online to confirm ownership. When setting up or editing our profile, there was an option to specify whether we welcomed customers at that address or served customers exclusively through a service area, which could be specified by leaving the address field blank and indicating that we operate as a service-area business.
Major Changes in Google Business Profiles in 2022
Google introduced several notable updates to its business listing platform in 2022, which impacted how business owners manage their profiles:
- Renaming and Platform Shift: Google My Business was rebranded as Google Business Profiles. The associated mobile app was discontinued, with management now only accessible via Google Search and Maps on desktop and mobile browsers.
- Management via Search and Maps: The traditional web dashboard at business.google.com was deprecated for most users. Business owners are now required to manage their listings directly through Google Search and Maps, emphasizing a more streamlined, app-like experience.
- Address Visibility and Service Areas: The guidelines now specify that if you are a service-area business, the address should be hidden from public view. Previously, owners could include their physical address and indicate whether they served customers at that location or remotely. Now, the recommendation is to leave the address field blank if you do not serve customers at your physical location.
For example, if you operate as a plumber working from your residence, Google now advises clearing the address field entirely to comply with their updated policies: “If you’re a plumber and run your business from your residential address, clear the address from your Business Profile”. We followed this guidance by removing our address, which unfortunately contributed to the suspension. It’s important to note that such changes may trigger algorithmic reviews or manual inspections, especially if your profile suddenly appears inconsistent with previous records.
Timeline and Experience of Reinstatement
Our suspension was officially flagged on August 29, 2022. It took approximately two and a half months to see our profile reinstated, with the final approval coming on November 16, 2022. During this period, communication from Google was minimal and largely automated; we never spoke directly with a human support agent. Instead, we submitted multiple reactivation forms, which led to two case numbers. Initially, we received no updates, only a pending case status. After about two months, we finally received an email confirming that our profile had been reinstated.
It’s worth noting that submitting multiple requests can slow down the process. Our second case was automatically closed after Google recognized an existing pending case. Patience was key; eventually, the system processed our appeal, and our profile was restored. Throughout this ordeal, we did not receive a definitive explanation for the suspension, only assumptions based on the changes made.
Impact on Reviews and Business Presence
Before the suspension, our Google profile boasted approximately 420-430 reviews. After reinstatement, the reviews had decreased to around 390. While some reviews appeared to be missing, all were genuine feedback from actual customers. We accept the loss as part of the process and remain grateful to be back online. This experience also highlighted the importance of continuous review monitoring and the potential volatility of online reputation management.
Other Local Business Experiences
During our suspension period, I reached out to other local business owners to gauge whether they faced similar issues. One garage door service provider in our area confirmed their account was also suspended. They had a dedicated local marketing professional managing their online presence, who had been unsuccessfully seeking reinstatement from Google for months. Similarly, a local brewery owner shared frustrations via social media, emphasizing how critical Google visibility is for attracting new customers. Fortunately, they too have been reinstated, suggesting that many suspensions may result from algorithm updates or automated reviews rather than malicious intent.
Consultation with a Local Marketing Agency
I contacted a nearby marketing firm specializing in local SEO and online reputation management. They observed an unusual spike in business suspensions around the same time. Their theory is that an update or change in Google’s algorithms might have triggered these suspensions, possibly requiring manual review or re-verification of affected profiles.
Challenges with Verification
During the suspension, we attempted to verify our business again through phone and email options, but the system would not proceed. We also requested a verification postcard from Google, expecting to receive a code via mail. Unfortunately, the code never arrived, leaving us unable to complete verification through traditional means. One day, an email arrived confirming our profile was reinstated, but without explanation as to why the suspension occurred in the first place.
Current Status and Final Thoughts
Despite the hurdles, the good news remains: Google Business Profiles are still free. Google’s dominance in search traffic (roughly 70-80% of all searches) underscores the importance of maintaining an active presence on their platform. While the suspension process can be lengthy—often taking 2-3 months—honest, compliant businesses can expect to regain their profiles with patience and proper management.
If your profile gets suspended, don’t panic. Take your time, review the latest guidelines carefully, and proceed methodically. Consider consulting a local expert if needed, but remember that most suspensions are automated or algorithm-driven rather than malicious. Stay persistent, follow policies diligently, and your profile will most likely be reinstated.
Additional Platform: Apple Maps Business Register
Another valuable platform is Apple Maps. If you operate a local business, claiming and verifying your listing on Apple Maps is equally important. Unlike Google, the process was straightforward—simply search for your business and follow the prompts. We found that most data on Apple Maps was initially pulled from Yelp, but after contacting support via email, the inaccuracies were quickly corrected within a couple of business days. Ensuring your business information is accurate on Apple Maps helps broaden your visibility across different user bases and platforms.
Conclusion
If faced with a Google Business Profile suspension, stay calm and strategic. While the process can be frustrating and time-consuming, persistence and adherence to guidelines are key. From my experience, it typically takes about 2-3 months for a proper review and reinstatement. Make incremental changes carefully, avoid rushing updates, and maintain patience. For those who are genuinely operating legitimate businesses, reinstatement is achievable. Consider engaging a local marketing specialist for a thorough audit if needed. Wishing you the best of luck in restoring your online presence and thriving in your local market!