Google Business Profile : visibility & reputation on Google Maps

First check that your business is eligible for a Google Business Profile, then create it at business.google.com/create.

Available verification methods:

• Video verification (~80% of cases): One continuous take showing exterior (street sign, signage), activity (equipment, stock), and proof of management (unlocking with keys, official documents).
• Live video call: Videoconference with a Google agent for a live guided tour.
• SMS or phone call: 6-digit code, reserved for low-risk businesses (note: IVR systems cannot receive these codes).
• Email verification: For businesses with a domain validated in Google Search Console.
• Postcard by mail: Increasingly rare in 2026, ~14-day delivery.
• Instant verification: If your website is already verified in Search Console with the same Google account.

Pro tip: Before filming, enable GPS location on your phone and ensure your Name, Address and Phone are identical across all official documents.

Make sure all your information (Name, Address, Phone) is identical across your website, social media, and directories. Google cross-checks web data — any inconsistency can prevent validation.

Most common suspension causes:

• Keyword stuffing or location added to the business name.
• Business name must match official documents and all digital platforms.
• If you receive clients at your premises: add the address, no service areas.
• If you don't have a commercial location: remove the address, add service areas instead.

Check the status of your appeal in the dedicated appeal tool. If refused, request a new review.

⚠️ You only have two appeal attempts with Google. A poorly prepared file or edits made during the review process result in permanent rejection.

Your video must prove three key things: real existence, exact location, and your authority over the premises.

Required content:

• Exterior environment: Film the street, building number, and facade.
• Official signage: Clearly frame your sign, storefront, or professional plaque (readable and permanent).
• Proof of management: Film yourself unlocking the door or accessing a secured area.

Technical requirements:

• Single continuous take — no cuts or editing.
• Minimum 30 seconds (ideally 45–120 seconds).
• Must be recorded using the official Google Business Profile mobile app.
• GPS location must be enabled on your smartphone.
• Avoid filming faces or banking data.

Ideal scenario:

1. Start on the sidewalk (address and neighborhood visible).
2. Approach and unlock the door with your keys.
3. Walk through the interior (counters, desks, products on shelves).
4. Enter a staff-only area (stockroom, back office).
5. End by filming an official document (business registration, lease, or utility bill).

Google reviews your content within 1–5 business days. If rejected, analyze the stated reasons and retry with more focus on exterior signage.

Google does not remove reviews simply because they are negative. However, reviews that violate Google's policies (defamation, hate speech, proven conflict of interest, fake identity) can be flagged for removal.

Steps to follow:

1. On Google Maps or Search, find your profile, click "More" next to the review, and select "Report as inappropriate". Repeat for each defamatory review.
2. Use the review management tool in your GBP dashboard.
3. If you have filed a formal complaint, include the complaint number in your report.
4. Monitor the report status and appeal if necessary via the dedicated appeal link.

Note: Google typically only acts on cases with at least 10 verified fraudulent reviews. Individual review examinations can take several days.

Google allows users to report owner responses that violate content policies: off-topic, profanity, intimidation, discrimination, or personal information shared publicly.

From a computer:

1. Go to the business profile on Google Maps.
2. Click the Reviews tab.
3. Hover over the owner response and click the three-dot icon.
4. Click Report owner response.
5. Select the reason and submit.

From the mobile app:

1. Open Google Maps and search for the business.
2. Go to the Reviews tab.
3. Tap the three dots next to the response.
4. Select Report owner response.

Only use this feature for genuinely abusive content. Google reviews each report individually.

If you don't receive clients at your premises, set up your profile as a Service Area Business (SAB). Your address will be hidden, and you'll define your service zones instead.

Steps to hide your address:

1. Log into your Google Business Profile.
2. Click Edit profile → Location section.
3. Click the pencil icon next to your address.
4. Enable the option to remove or hide the address.
5. Define your Service areas (up to 20 zones).
6. Click Save.

Tip: limit your overall service area to within 2 hours of your location. Do not add entire countries or states as service areas.

When you modify sensitive information (address, name...), Google suspends your profile and requires re-verification. This is a normal "control suspension".

Prepare your GBP address change:

1. Update your official documents (business registration).
2. Update your website, social media, and directory listings.
3. Wait 2–3 weeks before changing the profile address.
4. Install a professional plate at your building entrance (useful for validation video).

To verify the profile: film your official documents (registration certificate, business cards, invoices under the company name). Then contact support to unlock video verification.

You cannot directly change the owner email. You must add a new owner with the new address, then transfer primary ownership.

Steps:

1. Go to your Business Profile.
2. Select More → Business profile settings → Managers.
3. Click Add in the top left.
4. Enter the new email address.
5. Under "Access", select Owner or Manager.
6. Click Invite.
7. Once accepted, transfer primary ownership from the new account.

Important: only owners can modify the roles of other owners and managers.

The current manager is required to accept your transfer request — Google's policies enforce this.

Reclaim procedure:

1. Go to business.google.com/add.
2. Enter your business name and address.
3. Select your business from the list.
4. Click Request access and fill out the form.
5. If the manager doesn't respond within 3 days, a "Claim" button will appear for you to prove legitimacy.

If the manager refuses: send them the Google third-party policies, then report the violation.

Note: if a business is acquired, it's recommended to delete the old profile and create a new one — reviews, photos and posts belong to the previous owner.

⚠️ Duplicate listings violate Google Business Profile policies and can result in suspension.

To remove a duplicate:

1. Log in to the account associated with the profile to delete.
2. Select More → Business profile settings → Remove profile.
3. Confirm by clicking Continue → Delete → OK.

To merge profiles, contact Google support directly: support.google.com/business/gethelp.

Note: when merging, reviews may be preserved, but owner responses to those reviews may be lost.

In most cases, the business name violates GBP guidelines: keywords, activity type, or location added to the name. This can block all other edits on the profile.

The rules are clear: the profile name must be your exact business trading name, with no superfluous information. Non-compliance can lead to profile suspension or deletion.

Things to check:

• Guidelines for representing your business on Google
• Business eligibility and ownership guidelines

Tip: take your time and be patient. Rushing never yields good results with Google Business Profile.

Google uses multiple data sources to keep profiles up to date. It's possible that one of these sources indicates your business is closed, creating a conflict with your own information.

Any Google Maps user can suggest edits to your profile. If a "permanently closed" suggestion receives enough validations, Google may apply it automatically.

How to fix it:

1. Log into your GBP dashboard.
2. Verify that the "Open" status is active in your profile settings.
3. If the issue persists, contact Google support explaining the situation.

Tip: make sure your opening hours are up to date and consistent across your website, social media, and directories.