Why Google Business Profiles get suspended

Why does Google suspend Business Profiles?

Google suspends or disables Business Profiles that don't follow its guidelines. Its guidelines say that to keep a profile from being suspended, a business must avoid prohibited content and behavior, reflect the business accurately, and comply with the product guidelines.

For a specific profile, the appeals tool shows the reason for the action and links to the policy Google says was violated, so that is the first place to look.

Which guideline problems put a moving company's profile at risk?

These rules from Google's guidelines are the ones most likely to apply to a moving company:

• Extra words in the business name. The name must match the business's real-world name as used on its signs, website, and stationery. Google says "including unnecessary information in your business name isn't permitted, and could result in the suspension of your Business Profile." Its examples of what the name must not include are marketing taglines, phone numbers or website URLs, service information, and location information.
• A virtual office. A rented mailing address that the business doesn't operate from "isn't eligible for a Business Profile," and P.O. boxes and remote mailboxes aren't acceptable addresses.
• A co-working office. An office at a co-working space can't be listed unless it has clear signage, receives customers during business hours, and is staffed by the business's own staff during business hours.
• More than one profile per location. Google says not to create more than one page for each location, in one account or across several. A service-area business gets one profile for its central office or location. A company with separate locations can have one profile for each location only when each location has its own service area and its own staff.
• A shown address with no signage. Businesses that show their address on Google should keep permanent, fixed signage with the business name at that address. A business that doesn't serve customers at its address should hide the address and set a service area instead.
• Phone numbers and links that don't belong to the business. The phone number must be under the business's direct control. Google says not to provide phone numbers or URLs that redirect or "refer" users "to landing pages or phone numbers other than those of the actual business."
• Categories used as keywords. Google tells businesses to use as few categories as possible and not to use categories "solely as keywords."

Google adds that it "reserves the right to suspend access to Business Profiles" for individuals or businesses that violate its guidelines.

How do I get a suspended Google Business Profile reinstated?

Fix the problem first, then appeal. Google's process:

1. Check the profile against the guidelines. Correct anything that doesn't follow them before you appeal.
2. Prepare evidence. Google lists official business registration, a business license, tax certificates, and utility bills such as electricity, phone, water, or internet. The business name and address on each document should match the profile.
3. Open the Google Business Profile appeals tool, sign in to the Google Account linked to the profile, and select the profile. The tool shows the restricted profile, the reason for the action, and a link to the violated policy.
4. Select Submit Appeal. Google may prompt you to add evidence. Once you open the evidence form, you have 60 minutes to submit it, or it won't be attached to your appeal.
5. Wait for the email decision. Google says appeal reviews can take up to 5 business days.

The appeals tool shows one of these statuses: Submitted, Approved, Not Approved, Can't be appealed, or Eligible for appeal.

Two things to avoid while you wait: don't submit multiple appeals for the same issue before getting a decision, and don't create a new Business Profile for the same business.

What if the appeal is denied?

If Google denies the reinstatement request, you can ask for an additional review and include evidence you didn't send with the original appeal. Google says it "may be able to do an additional review," and it allows this only after a denial.

What is the difference between a profile suspension and an account restriction?

A profile suspension affects one Business Profile. An account restriction affects the Google Account that manages profiles. Google says that when an account is restricted, "the Business Profiles you manage are suspended and you won't be able to create or claim other profiles."

The order of the fix matters. Appeal the account restriction first, from the My accounts page. Once the account restriction is lifted, appeal each Business Profile suspension.

If Google removes the owner's Google Account, it removes all the locations owned by that user. If the account is reinstated, the owned locations are reinstated too.

What happens to reviews when Google finds fake engagement?

Fake or incentivized reviews can lead to a different kind of restriction. If Google finds that a business owner violated its fake engagement policy, it removes the violating reviews and may also restrict the profile. Google's examples are:

• The profile can't receive new reviews or ratings for a set period.
• The profile's existing reviews or ratings are unpublished for a set period.
• The profile displays a warning that fake reviews were removed.

Google says it notifies owners by email before applying a restriction, and businesses can appeal. The rules on incentives and review requests are in how to get more Google reviews.