Sometimes during the claiming process, our team needs to open a support ticket with Google to address the issue. This is especially common if a Google Business Profile is suspended and our team needs to work with Google support to reinstate the listing.
Why was my Google Business Profile suspended?
If your Google Business Profile becomes suspended, note that Google doesn't provide transparency on why businesses are unverified, why they become suspended, or how their support requests are triaged. We work with them as best as we can to pass information on when we are managing a support request, but we can only be as transparent as they are.
What's the status of my Google support ticket? When will it be resolved?
Note that Google is not transparent about their service level expectations and we won't know precisely when to expect an answer from them on tickets. If it's a brand new support or reinstatement request, we typically hear from them within 3 to 7 business days. If no response is received after 7 business days, we submit a new ticket. For existing support tickets, if there is no response and the process becomes blocked, we may have no options but to submit a new support request.
Can I be added to the Google Support ticket?
Our team is trained to use best practices to resolve an issue with Google. In order to streamline the communications with Google's Support team and work toward the best resolution possible, we do not typically add other stakeholders to the ticket. We are able to do so upon request. Note that we do pass on all of the updates as we receive them.