When your Google listing goes down

First, don't touch anything

While Google is reviewing a listing, every edit restarts the clock and can turn a quick fix into a long one. Don't change the business name, address, phone, category or hours until it's resolved, and don't create a second listing for the same business; duplicates are the fastest way to lose both.

What the notice means

• Needs verification / verify your business. Google wants proof the business is real and at that location. Nothing is wrong with the listing; it just won't show until you finish verification.
• Pending review. You've done your part and Google is checking. Usually a few days, sometimes a couple of weeks. Wait.
• Suspended. Google thinks the listing breaks a guideline: a name with extra words, an address that isn't a staffed location, a category that doesn't fit, or a sign of multiple listings. The listing is hidden until you fix the issue and ask for reinstatement.
• Duplicate. Google found another listing for the same business and hid this one. One of the two has to go.
• Marked closed. Someone, maybe a Google user, marked the business closed. Fix it in the profile; Google may ask you to verify again.

Verification: the quickest route

1. Sign in to business.google.com with the account that owns the listing and open the listing.
2. Click the Verify prompt. Choose video when it's offered: it's the fastest and the one Google now prefers. Postcards take a week or more and often don't arrive.
3. For the video, Google wants to see, in one continuous recording: the street or storefront signage (or your branded vehicle and equipment if you work from home), the inside of the business or your tools of the trade, and proof you're in charge, such as unlocking the door, a business licence, or a branded invoice. Three to five minutes is plenty.
4. If the only option is a phone call, text or email, use it; those are instant.
5. Google says the review takes up to 5 business days. Don't re-submit meanwhile.

Suspended: fix, then reinstatement

1. Find the cause. The usual ones: a business name that isn't the real name on your signage and paperwork (no city, service or slogan added); a home address shown for a business that doesn't take walk-ins (hide the address and set a service area instead); a category that isn't what the business mainly does; a PO box or virtual office; more than one listing for the same business. Compare the listing against your licence, website and signage.
2. Fix only that. Make the one change that resolves it, and nothing else.
3. Submit the reinstatement form at Google's reinstatement request. Attach proof that matches the listing exactly: business licence or registration, a utility bill or lease for the address, photos of signage and vehicles, and your website. Submit once; a second request while the first is open goes to the back of the queue.
4. Wait. Google quotes a few days; two to three weeks is common. We check the listing nightly and email you the moment it's back.

Keep your details consistent everywhere

Google compares the listing with what the rest of the web says. Your name, address and phone should read the same on your website, your Google listing, your licence and your other directory listings. Tradesfront keeps your site matched to your listing; if you've changed a phone number or moved, tell Trey so the site follows.

What we do on our side

• Read every client's listing nightly and email you when it goes down, with the reason, and again when it's back.
• Hold off on any listing edits of ours while Google is reviewing.
• Help with the reinstatement: which proof to send, and the wording. Reply to the alert email or ask Trey in your portal.

Questions

Ask Trey in your portal, or reply to the alert email; it reaches the team.