When Do I Need to Contact Google Support?
Occasionally, things function differently than intended, and you may encounter issues with your Google Business Profile (formerly Google My Business). In such cases, it's advisable to contact Google Support for assistance with specific concerns.
Possible scenarios that require assistance from Google Support may be:
- I have updated my information but it is not being reflected on my profile.
- I have followed the steps by Google to verify or edit my profile, and the error still occurs.
- My posts keep getting rejected but I reviewed Google’s policies and I adhere to them.
- The pin of my location is not in the correct spot. I have tried editing it myself but it does not update.
- The cover photo of my profile is not a reflection of my business.
- The new phone number I added to my profile keeps getting rejected by Google.
- The name of my profile is in a different language.
- I can no longer find my location on Google Maps.
- I have 2 profiles for 1 location and need to merge them into one.
- I appealed one of my Google posts that got rejected but the appeal was also rejected.
- I have marked my location as temporarily closed but it continues to show up as opened.
How do I contact the Google support team?
You can contact Google Support directly through your Google Business Profile (GBP). While the initial case is opened via the profile, follow-up communications will occur through email or, in certain situations, by phone. This method is the sole avenue to connect directly with a Google representative, as customer support is not available via direct mail, phone, or live chat.
Follow these steps to open a case with the Google Support team:
- Access Your Profile: Log into your Google Business Profile account.
- Open Help & Support: Click the three dots (menu icon) in the top-right corner and select: Help and Support.
- Scroll to Contact Options: Scroll past the informational content to the bottom of the page.
- Select “Contact Us”: Click the Contact Us button.
- Provide Information: Fill out the required details in the contact form.
- Send the Email: Submit the form or use the provided email to contact Google directly.
- After you submit your ticket, you will get a Case ID number.
- Your conversation with Google to resolve the issue will most likely be via e-mail, however, it can also happen that you are being called directly by a support member of Google.
Tips from our customer success manager Diana, who works with Google Support daily:
- Make sure to write down your Case ID for future reference!
- Keep a copy of your email, as Google often replies with a request for you to respond again. Having your message ready to copy and paste will save time compared to rewriting it from scratch.
- Occasionally, Google may follow up on a ticket using a new Case ID. Stay organized and ensure you're referring to the correct Case ID in your follow-up communications. Don’t be surprised if you are called with a +1 number (international) or a private number.
When will Google support respond?
This is a question we have encountered frequently. Based on our experience, Google Support typically responds to support requests and can assist with issues. However, it may be necessary to follow up multiple times before the initial issue is fully resolved.
When to follow up if Google Support does not respond?
At times, Google Support may take longer than expected to respond. If you haven't received a reply within 3–4 days, send a follow-up email by replying to the initial message that includes your Case ID. Additionally, if Google Support has created a ticket and is working on resolving the issue, it's advisable to follow up every 14 days. Ensure that you reference the correct Case ID in all communications, especially if a new one has been assigned, to prevent any confusion.
Example Templates for Contacting Google Support
You can use the templates below to contact Google Support. We've prepared example texts tailored for various scenarios to help you communicate effectively!
How to Lift a Suspended Profile?
Subject: Urgent: Profile Suspension Appeal – Need Assistance
Dear Google Support,
I am writing to seek your assistance with my Google profile [insert link], which was suspended despite my adherence to all Google guidelines. I submitted an appeal [insert date of appeal if known], but I have yet to receive a response. This issue is impacting my ability to utilize my profile effectively.
Could you please provide an update on my appeal status or guide me on the next steps to resolve this issue?
Thank you for your attention to this urgent matter.
Kind regards, [Your Name]
How to Request Verification?
Subject: Assistance Required for Profile Verification Process
Dear Google Support,
I am contacting you regarding the verification of my Google Business Profile [insert link], which remains in "processing" status even after the standard 5-day waiting period. I am unable to find alternative methods for verification through the available resources.
Could you please assist me in expediting the verification process or suggest an alternative verification method?
Thank you!
Kind regards, [Your Name]
Learn more about how to verify or re-verify your Google Business Profile!
How to Request an Update About Pending Edits (Opening hours)?
Subject: Pending Opening Hours Dear Google Support,
I have recently updated the opening hours on my Google Business Profile [insert link], but they have not been updated by Google yet.
We really need to have the hours updated as soon as possible as it will interfere with our business operation and we need accurate information on the profile. Could you please help us with this?
Thank you.
Kind regards, [Your name]
How to Solve a Name Discrepancy?
Subject: Name displayed wrong on Google Business Profile Dear Google Support,
My Google Business Profile [insert link] name does not match the one on the Pin in Google Maps. I have tried suggesting an edit, but the issue persisted for multiple days now.
We really need to have our name be the same in all of the locations as you know that it can affect how our potential customers find us. Could you please help us with this?
Thank you.
Kind regards, [Your name]
How to Request Review Removal?
Subject: Review removal request for review that violates guidelines Dear Google Support,
We have a recent review that needs to be removed from our Google Business Profile [insert link] as it is not representative of our business or any situation within us. We have requested removal using the flagging option but have not received any notification, and the review is still up.
Can you help us with removing this review, please? [Link to review]
Thank you.
Kind regards, [Your name]
How to Contact Google Support for Merging Profiles?
Subject: Merging Request for Google Business Profiles Dear Google Support,
We currently have 2 profiles for one location and we would like to merge both of the profiles in order to keep all of the reviews for the same location in 1 profile. The profiles we want to merge are [Link of profile 1] and [Link of profile 2]. Can you please assist us with merging the profiles?
Thank you.
Kind regards, [Your name]
Important info: Google may request a photo of the front of your business for this merge to happen.
How to Contact Google Support for Changing Your Cover Photo?
Subject: Inaccurate Cover Photo Dear Google Support,
The Cover photo that is shown on our Google Business Profile [insert link] is not an accurate representation of our business. We have already uploaded the correct one to our cover photo and we request your help in removing the current one.
Thank you.
Kind regards, [Your name]
Tip from Diana: Remember you cannot choose a Google cover photo. Most of the time Google decides a cover photo for you based on system suggestions of the best fit. Sometimes it can happen though that an unrelated image is selected (e.g. a storefront of a different location which a customer has accidentally added) Google Support can assist you in changing the cover photo.
How to Contact Google Support About a Rejected Appeal?
Dear Google Support,
Recently, a post from our Google Business Profile [insert link] was removed by Google because it violated the policies of Google. After reviewing the policies, we noticed we adhere to all of them and so we appealed this post-removal. However, the appeal was also rejected. Can you please help us approve this post as it does not violate any of the policies?
Thank you.
Kind regards, [Your name]
ChatGPT Cheat Sheet for Contacting Google Support
Tip from Diana: If you are dealing with multiple issues with Google support, I recommend using this prompt in the free version of ChatGPT to assist you in your communication with the big G.
Task: Write an email to Google Support addressing an urgent issue with your Google Business Profile.
Include: 1. Nature of the Issue: Briefly describe the specific problem you’re facing (e.g., profile suspension, verification issues). 2. Profile Details: [business name] and [link] 3. Previous Actions Taken: Summarize steps already taken to try to resolve the issue (e.g., previous communications, edits). 4. Urgency and Impact: Explain the urgency and how the issue is affecting your business. 5. Desired Outcome: Clearly state what you need from Google Support (e.g., restore access, make corrections).
Objective: The email should be concise, clear, and structured to facilitate quick understanding and action from Google Support.
Other Resources for Google Support
Reaching out to Google Support directly isn’t your only option! There are other ways to get assistance, whether from Google itself or industry experts. Let’s explore some additional helpful resources.
Google Support Chat
The Google Support Chat can help you resolve issues with any Google product (not only the GBP) quickly and efficiently. You can simply type your question or issue into the search bar and access a variety of helpful articles from the help center. It's an excellent starting point if you're facing issues with your Google Business Profile or any other Google product.
Google Help Community
In the Google Help Community, you can find answers to all kinds of questions that have already been asked by individuals or businesses. You can also post your question directly by creating a new entry in the Google Support forum. This platform connects a diverse network of users, including business owners like yourself, individuals, SEO experts, and even Google employees. It's a space where everyone shares troubleshooting tips and advice. Whether you're dealing with a small hiccup or a significant issue, you can post your question or browse through existing threads to gain insights from others who have faced similar challenges.
For business owners, the Help Community is an incredibly valuable resource. Have a question about your Google Business Profile? Need tips on resolving an issue or verifying changes? Chances are, someone in the community has encountered a similar challenge and can provide step-by-step guidance to help you out.
Google Help Pages
Google offers a great Help Center to assist users with its wide range of products and services. This first-line resource provides detailed guides, troubleshooting steps, and answers to frequently asked questions.
For example, if you're dealing with issues related to your Google Account, such as password recovery or security concerns, the Google Account Help section provides detailed, step-by-step instructions to guide you through resolving these problems.
Reaching out to Google Support can be a hassle, especially if you're used to the convenience of a quick phone call. But don’t worry - our handy templates and insider tips will have your issue sorted in no time! If you’re already an Obenan client, you can relax even more. Just get in touch with our friendly support team, and we’ll handle your GBP-related concerns and deal with Google Support for you!
No customer yet? Get a free demo of our tools today and discover how your business can get more visible on Google aka attracts more customers directly to your doorstep!
