7 new questions about Google Business Profile

2021 has been full of twists and turns for businesses using Google My Business (GMB), now called the Google Business Profile (GBP). They have faced the development of functionality to manage company profiles on Maps. At the same time, Google’s support team has been inundated with requests. So it took a couple of months to catch up.

Google Business Profiles
Credits 123rf

However, many problems remain unresolved. For companies, it can be unfortunate to find that not everything works as expected. Sometimes we do not even understand the source of the problem and why it is still unresolved.

Despite this, users need to remain patient and maintain trust. Google’s engineers and support team continue to work on fixing bugs and developing new features. They are also working to resolve issues raised by the GBP community. Here are 7 new issues related to GBP and GMB and also some solutions.

It is not possible to delete addresses for SABs

According to our observations, a new trend is taking hold. Most of the old suspended company profiles are reinstated. In addition, the old address that was displayed comes back again during this reintegration. But what is the reason for deleting all these profiles? These profiles showed an address so they clearly violated the rules and there was no way to remove them.

The solution to this difficulty

So far, there is no clear solution to deal with this situation. We therefore have to wait and wait for Google.

Deadlines

There is no estimated time frame for this situation. The Google Business Profile (GBP) team is continuing to investigate.

2. Reintegration loops

The term “reintegration loop” helps explain what happens to about 1% of the profiles suspended after a reintegration. The reason for this loop was that the company used a FedEx or UPS delivery point as the address. However, we have noticed a marked increase in this situation in recent months. After being informed, the Google Business Profile team promised to investigate the matter.

The solution to the problem

At this time, you can only contact support or respond to your recovery email. The GBP team may not fully understand your issue. So do not hesitate to send them a video to better explain the situation. If, despite this attempt, you are still suspended, use this template to document the problem.

“Hi, I’ve been suspended and reinstated X times.”

Example: 02/12/21: XX-XXXXXXXXX: Reinserted and then suspended

Date: Case ID: Solution

Date: Case ID: Solution

Date: Case ID: Solution

If the issue persists more than once, please report it to the community

Deadlines

There is no known time frame to solve this problem. The GBP team is working on it.

3. Category of service companies

Service companies appear on Google Maps with the additional mention “Service Etablissement”. If you see a service company on Google Maps and look at its source code, you’ll see this additional mention. You’ll also see it if you use one of Chrome’s many extensions. Strange as it may seem, the “Service Establishment” category does not exist in Google My Business.

It is therefore impossible to select it when adding categories to your company profile. The category you see on Google Maps does not appear in the GMB dashboard either. There are also some users who have both a company profile of the type “service company” and “commercial showcase”. While not a problem, these users report a decrease in the visibility of their SABs. Other users report that instead of being sorted around the verified address on the list (which is how SABs are sorted), they are sorted around another city.

The solution to the problem

Currently, there is no real solution to the problem. The team is investigating the matter. So far, the amount of visibility drop reports is low. But misclassifications can be explained by many other factors. Please note that Google does not provide support for general ranking issues. If it does not find a recognized error, the wizard will not help you. One would think that Google has changed the way it handles service companies.

At the same time, it may indicate that it is a small problem without impact, which can be corrected later. Always remember that Google is well aware of the presence of this additional category on the map.

Deadlines

There is no time limit to solve this problem.

4. Changing Phone Numbers In India

For a few months, Indian users have not been able to change the phone number on their GMB list. At first glance, the situation seemed like a simple mistake. In the third quarter, Google updated the Help Center document. It says ‘What happens to changes in your company profile’. In it, he explains that it was a deliberate change that was implemented for the purpose of quality control.

Text-Removal-Google-Business-Profiles
Text-Removal-Google-Business-Profiles

So even though Google acknowledged the problem, many still thought it was a mistake. To change their phone numbers, Indian users had to seek help from the support team.

The solution to the problem

Google has finally updated the workflow for Indian users. To change their phone number, they are now asked to upload additional documents. In addition, Google attached a message to the top of the help community outlining the new process. It is highly recommended to follow this new procedure when working with company profiles from India. Note: This additional requirement, for documentation in India, implies that telephone number changes are handled manually. It is therefore a great job that can sometimes take time.

Deadlines

There is no time limit for resolving the issue. However, the new workflow implemented by Google reduces the number of affected users.

5. Drop in Support assistance due to COVID-19

The COVID-19 health situation managed to burden Google’s support team. In the third quarter of 2021, Google added a message bar at the top of the help community.

Text-Google-Business-Profile
Text-Google-Business-Profile

What should you do?

In this situation, it is best to expect delays. You can also show a little more kindness. The effects of COVID-19 differ from country to country and from time to time. Patience is therefore your only option.

6. Legal comments are not displayed

The problem with posting legitimate comments still exists. In fact, the comments from a company do not appear. The author of the comment sees it, but it does not appear in public. Experienced GMB users can easily identify a review rejected by Google’s crawler.

With a little practice, derogatory comments and forbidden words can be easily detected. However, the current wave of rejected comments is different. These comments often do not indicate a violation of Google’s content policy. Even experienced GMB professionals can not explain the triggering of the filter.

The solution to the problem

According to Google, “in most cases, missing notifications have been removed due to policy violations“. Users should refer to the Help Center document “Missing Reviews and Delays”. Of course, that does not really solve the problem. However, you can report your issue in the community forum if you have a screenshot of the missing message. Just post the recording and add your company’s Google Maps URL. An expert can forward the case to the support team for processing.

7. 85% error and cover image that does not appear to update

In the last few months, Google has invited users to complete their business profile. This message appears even though all available fields are already filled out. The message contains an indicator that the form is only 85% completed. This percentage can sometimes range from 65 to 85%. In any case, this value is absurd. The same message also informs the user about how to fill out the form. So you want to see ” add your logo even if you already have a logo available. For those who did not have a logo, adding a logo still does not cancel the warning.

The solution to the problem

Currently, there is no solution to this problem. So you just have to ignore the warning. However, Google announced earlier this year that this issue would be resolved by the end of 2021. Despite the expiration of the deadline, no change has yet been observed. To be on the safe side, you can check your professional profile.

The uploaded logo will then be publicly visible. You also need to be more lenient. Remember that the support and the technical team are made up of people. Despite the current health situation, GMB has continued to work on testing new features that can help businesses. So be patient!

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