Our process
How We Work Through Your Google Profile Problem
Every case follows the same structured process, adapted to your circumstances. We review the facts, identify what may be causing the problem, help you put things right and support you through any submission to Google. You stay in control of your account throughout, and the final decision always rests with Google.
At a glance
Your case, from first message to next steps
- 01Tell Us the ProblemForm, WhatsApp or call
- 02Case ReviewFacts and history
- 03Identify IssuesPolicy or verification
- 04Prepare CorrectionsFix the cause first
- 05Submission / VerificationEvidence prepared
- 06Next StepsHonest guidance
In detail
What happens at each stage
A closer look at what you do and what we do. Not every case needs every stage, and some move faster than others.
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Step 1
Initial Case Review
It starts with our case review form or a conversation. You tell us what has happened, when it started and what you have already tried. We ask for your profile link and any messages from Google. From this, we form an initial view of the likely issue and whether we think we can help. If your situation does not look eligible, or support is unlikely to change the outcome, we will tell you at this stage.
What you do
- Describe the problem and when it started
- Share your profile link and any Google emails or notices
- Tell us about recent changes to the profile or business
What we do
- Read through the details you provide
- Give you an honest first view of the likely issue
- Explain whether and how we may be able to help
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Step 2
Account/Profile Assessment
Next we take a closer look at your Business Profile and, where relevant, your Google Ads account. We review the business name, address settings, service areas, categories, hours, website and edit history. Where possible we do this through manager access that you grant, or on a screen-share while you navigate. We never ask for your Google password. We also look at your website and other public information to check it is consistent.
What you do
- Add us as a manager or join a screen-share session
- Answer questions about how the business operates
What we do
- Review the profile settings and history in detail
- Check consistency with your website and public information
- Note anything that may conflict with the guidelines
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Step 3
Identify Policy or Verification Issues
With the assessment done, we compare what we have found against the Business Profile guidelines, or the relevant Google Ads policies. We identify the issues most likely to explain the suspension, rejection or verification problem. Sometimes the cause is clear, such as a keyword added to the business name. Sometimes it is less certain, and we will explain the possibilities and how confident we are about each one.
What you do
- Review our findings and ask questions
- Confirm any facts we are unsure about
What we do
- Map the issues against the relevant guidelines or policies
- Explain the likely causes in plain English
- Recommend what needs to change before any submission
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Step 4
Prepare Corrections
Before any appeal or verification attempt, the profile usually needs to reflect the business accurately. That may mean correcting the business name, hiding a home address, adjusting service areas, changing categories or removing duplicate listings. We explain each change and why it matters. Where you make the edits yourself, we guide you through them. We will not recommend anything that misrepresents your business.
What you do
- Approve or make the recommended changes
- Gather supporting documents we have asked for
What we do
- Provide a clear list of corrections and the reasons for them
- Guide you through the changes where needed
- Check the profile once the changes are in place
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Step 5
Prepare / Support Submission
Once the profile is in order, we help you prepare the appeal, reinstatement request or verification submission. For a Business Profile this is usually made through Google's appeals tool or verification flow, and may involve uploading documents or recording a video. We help you choose relevant evidence, such as signage, branded vehicles, tools and business paperwork, and explain what Google may look for.
What you do
- Provide evidence such as documents, photos or video
- Submit the appeal or verification, or do it with us on screen-share
What we do
- Help you choose and organise suitable evidence
- Help you plan video verification where requested
- Support you through the submission step by step
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Step 6
Monitor Outcome
After a submission, Google reviews the case in its own time. Some decisions arrive quickly, others take longer, and there is no set timeframe we can promise. We keep an eye on the case with you, help you interpret any responses from Google and advise on whether any further information may help. We will also let you know if anything changes that you should be aware of.
What you do
- Forward any emails or notices from Google
- Avoid making further edits unless we have discussed them
What we do
- Help you interpret Google's responses
- Advise on whether more information may help
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Step 7
Next Steps
Whatever the result, we explain where things stand and what we suggest next. If your profile is reinstated or verified, we can share practical tips to help keep it compliant. If the appeal is not successful, we will give you an honest view of whether further action is sensible, or whether the business is unlikely to be eligible in its current form.
What you do
- Tell us what you would like to do next
- Keep the profile accurate as the business changes
What we do
- Explain the outcome and your options
- Suggest ways to reduce the risk of future problems
Working together
What you can expect from us
Clear communication
We keep you informed at each stage, explain our reasoning in plain English and tell you what we need from you. If something is uncertain, we will say so rather than guess.
Honesty
We will give you a straight view of your case, including when we think it is unlikely to succeed. We never guarantee reinstatement, verification or approval, because Google makes the final decision.
Confidentiality
Information you share about your business and your case is treated as confidential. We only use it to review and support your case, as set out in our Privacy Policy.
Safe access
We will never ask for your Google password. Where we need to see your profile, we prefer that you add us as a manager or share your screen while you stay in control.
Realistic timelines
How long a case takes varies. It depends on the issue, how quickly evidence can be gathered and how long Google takes to review. We will not promise a timescale we cannot control.
FAQs
About the process
If you are unsure whether your situation fits, send us a message and we will tell you honestly.
Do I need to give you my Google password?
No. We never ask for Google account passwords. We prefer that you add us as a manager on your Business Profile, which you can remove at any time, or that we work through the profile together on a screen-share while you stay in control.
Is the initial case review free?
We will confirm the details of any fees in writing before any paid work begins. Submitting the case review form does not commit you to anything. It simply gives us the information we need to give you an initial view.
Can you submit the appeal for me?
In most cases the appeal or verification is submitted from your own account. We help you prepare it and can guide you through each step, often on a screen-share, so the submission is made accurately and you keep control of your account.
What if you think my case is unlikely to succeed?
We will tell you. If your business does not appear to meet Google's eligibility rules, or the evidence is unlikely to support an appeal, we will explain why and discuss whether any changes to the business or profile may make a difference.
How long does the process take?
It varies. Our review and preparation depend on how quickly information and evidence can be gathered. Google's review times are outside our control and can range from days to several weeks, depending on the circumstances.
Do you also help with Google Ads suspensions?
Yes, for selected cases. We can review Google Ads account suspensions relating to issues such as advertiser verification, Misrepresentation, Circumventing systems or payment concerns, and help you understand the policy and prepare an appeal through the policy manager where appropriate.
Free case review
Tell Us What's Happening
Share a few details and we will review your case. There is no cost and no obligation, and we will be honest about whether we think we can help.
- 1You send the details
Takes about two minutes. Screenshots can follow later.
- 2We review your case
We look at what has happened and what may have caused it.
- 3We talk you through it
Using your preferred method: phone, WhatsApp or email.
We never ask for your Google password. Your details are only used to respond to your enquiry.
Need Help With Your Business Profile?
Tell us what has happened and we will review your case, explain the likely cause and set out the options available to you.