Business owners who are already familiar with using Google Business Profile (GBP) will likely be aware that, over the past year and up to now, Google has continually rolled out new features and improved the performance of its tools to make them work even better. This is good news for users who want to rapidly expand their customer base. However, the rollout of new features or changes to certain Google rules and requirements can directly affect newcomers who are just getting started with GBP. As a result, instead of Google's new features benefiting users, they can end up becoming a major obstacle for them instead.
This article therefore brings together the 5 most common questions and problems regularly faced by business owners who are just starting to use Business Profile right now. Which of these have you run into without knowing how to solve? Let's take a look together.
1. My Business Profile account has been suspended. How do I fix it?
One of the most common problems many people face is when, out of the blue, Google sends an email notification saying "Your business information on Business Profile has been suspended." Of course, anyone who has received a message like this is sure to be heartbroken, especially business owners who use Google Business Profile as the main platform in their online marketing strategy. To put it simply, it's no different from putting all your eggs in one basket and then having that basket suddenly break.
It should be explained that business information suspensions by Google mainly come in two forms: "Soft Suspension" and "Hard Suspension."
- But if your business information is suspended as a Hard Suspension, that means your business information won't be able to appear or be displayed anywhere across Google's entire network.
Importantly, Google won't provide any reason explaining why your business information was suspended. So our recommendation is to go read the guidelines regarding business information on GBP here, then compare your business profile line by line to see whether it conflicts with any part of them. Once you've identified the problem, it's then time to submit a request to let Google know and help fix the issue. You'll need to specify the problem that occurred and inform Google that you have already corrected it, and you can attach supporting evidence as well, whether that's:
- Photos of the storefront signage, both inside and outside the building
- A copy of your business operating license
- Other certificates confirming permission to operate a business in that country
- Photos of the company's vehicles (if it's a business that provides services in the area)
- A phone bill showing the business name and address
This information serves to prove and confirm to Google that the business is real and legally legitimate. After submitting the correction request, you simply wait for Google to review the information, which usually takes 2 – 3 days. Google will then send you an email about resolving the issue, and that's all there is to it.
2. I've changed my business location, but the search results still haven't updated. How do I fix it?
Another problem that frequently occurs is when the displayed business location doesn't update to match reality. For example, a Service Area Business moves its location to another province, let's say from Bangkok to Chonburi. The business owner has now changed the address to the new one in Chonburi. By the book, you would have to delete the old address and select Chonburi as the new service area. Sounds normal and shouldn't cause any problems, right? But sometimes you find that the SERPs still show the old location instead of the new one.
If you find your business information in this strange situation, the best way to solve it is to go to the Google Business Profile Help Forum and fill in the following details:
- Business name
- The business location, both old and new
- Website URL
- Business Profile ID
Then wait for Google to pick up the case and take time to assess and resolve the issue.
3. How do I add Managers or Owners to a user account?
To grant someone else permission to edit your business information, you first need to be the primary user account of that business profile. Start by going to the Advanced Menu on the Merchant Panel within Google Search, then click on the three-dot icon as shown in the example image.
Next, click on Business Profile Settings.
The system will display the Manager Option menu, where you can add, edit, or remove permissions for editing that account's business information.
If you want to add a Manager or Owner for the business profile, click on Add, and then you can send an email invitation to the account you want to grant permission to edit the various information.
As for the difference between a Manager and an Owner: an Owner has the right to edit, add, or transfer ownership of that business profile, while a Manager is more limited, which is suitable for marketing agencies or company staff whose job is to update the business information.
4. My Postcard PIN doesn't work. How do I fix it?
Anyone who uses Google Business Profile will have gone through the sign-up process, which involves waiting to receive a PIN (a business identity verification code) that takes about 2 weeks. This problem doesn't happen very often, but when it does, it has to be said that it can easily give you a migraine, namely the problem of the PIN you received not being usable to verify your identity and activate your profile! There are several reasons behind this issue, whether it's:
- This verification PIN expires after 30 days. So if a PIN request is older than 30 days, the PIN will expire and become unusable. If you find that the problem is caused by an expired PIN, the fix is to request a new code again.
- An issue with the requirements under Google's Address Guidelines. It is very important that business owners make sure, before confirming their activation request, that the business location is correct and complies with the requirements, because otherwise problems may arise in activating the Business Profile.
- Submitting duplicate PIN requests or editing any important information in the business profile, such as the business name, address, or other details. Google will immediately cancel the PIN if it finds that important information on the business profile has been edited after a PIN request has already been submitted. So if this problem occurs, the fix is to submit a new PIN request again.
- Entering the PIN incorrectly more than 5 times will result in that PIN becoming unusable. The fix is to remove that business information from your user account and create a new profile. In other words, start creating the business information all over again.
These are all the main reasons that cause a PIN to stop working.
5. Can I edit my Business Profile information on Google Search, and how?
Anyone who uses Google Business Profile has probably seen the small blue banner that Google uses to promote trying to edit your Business Profile information through Google Search.
Whatever method you use, managing and editing Business Profile information is something most business owners need to get familiar with. Whether you have just a single business profile or you're an agency that has to manage dozens of business listings, understanding how to manage profiles in new ways can be considered a great initiative in doing online marketing work well. If you have a Business Profile user account and want to try editing your information through Google Search, you can read more details in this article.
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