Stone Systems · Owner: Ryan Christmas

Google Business
Profile Fix SOP

Objective: Streamline GBP verification, resolve "Deceptive Content" suspensions, and troubleshoot backend errors — ensuring consistency, reducing churn from delays, and maximizing approval rates.

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01 / 09
Core Principle

The "Verbatim" Rule

Before any verification or appeal attempt — all documentation must match the GBP profile exactly, verbatim.

Three Critical Matches

  • Business Name — Must match the Secretary of State filing exactly.
  • Address — Must match the utility bill exactly.
  • Service Area — For SABs working from home: address is hidden on the public profile, but the backend address must still match all documentation.

Warning: If the client's utility bill shows a slightly different name or address than the GBP profile, the appeal will be automatically rejected.

02 / 09
Verification Protocol

New Profile Verification

Most SABs now require Video Verification. Do not attempt until the client is fully prepared.

Phase 1 — Client Prep (24 h before)

  • Location — Must be physically at the business address.
  • Time — Daylight hours required.
  • Network — Wi-Fi preferred, or strong LTE.
  • Login — Google Maps signed in to the correct business email.

Phase 2 — "Kitchen Sink" Props

Have these visible on camera — do not upload unless prompted:

  1. Official Papers — Business Registration / Articles of Organization.
  2. Tax Doc — W-9 or IRS EIN assignment letter.
  3. Utility Bill — Water, Gas, Electric, or Internet matching the address.
03 / 09
Phase 3

Video Script & Shot List

This is a live recording — not a pre-recorded upload. Instruct the client to follow this sequence exactly.

App Flow

  1. Open Google Maps app.
  2. Tap Business → Verification Required → Get Verified.
  3. Confirm address → begin recording.

Required Shot List

  1. Exterior — Street / neighborhood view.
  2. Proof of Address — Zoom in on house number (mailbox, door, or wall).
  3. Access (crucial) — Unlock the door with a key, on camera.
  4. Interior — Walk inside; show computer, branded items.
  5. Equipment — For contractors: truck and/or tools.

Client Script

"Hi, my name is [Name]. I'm the owner of [Business Name]. I'm currently at the business address listed on my Google Business Profile in [City, State]. I'm recording this video to verify my business and confirm that I operate from this location.

I'm going to show proof that I have access to this address. This is the exterior… here is the house number… and now I am unlocking the door.

Inside I keep my business-related items. My business provides [Service Type] in my service area. Here is my work equipment. This video is recorded live, and this is the address I use for my business registration and operations. Thank you."

04 / 09
Suspension Protocol

Handling Suspensions (Appeals)

Common trigger: "Deceptive Content" or "Suspicious Activity."  Primary success factor: Completeness and consistency of evidence.

Step 1 — Document Gathering

Do not start the appeal form until all documents are in hand. During the appeal flow there is a limited upload window — partial submissions reset the timeline.

  • Business Registration — Secretary of State filing / Articles of Organization.
  • Utility Bill — Last 3 months. Phone bills are often rejected; prioritize Electric, Water, Gas, or Internet.
  • Photos (recommended) — Branded vehicle, tools, business cards.

Step 2 — Consistency Review

  • Cross-check every document field against the GBP listing.
  • If GBP says "LLC" but the utility bill shows only the owner's name — edit the GBP to match before submitting the appeal. Consistency is everything.
05 / 09
Submission & Escalation

Submission & Backend Bugs

Step 3 — Submission Flow

  1. Open the GBP Appeals Tool (link in Appendix).
  2. Select the suspended profile.
  3. Upload all evidence at once — more is better.
  4. Submit and record the Case ID immediately.

Website Rejection Bug

Scenario: Google rejects a valid website link ("Not Approved") even though DNS and indexing are correct.

Diagnosis: Google backend glitch. Repeated manual edits will not resolve it.

The "Urgent Ticket" Strategy — How to Reach a Human

Google has no phone support for GBP. The only way to get a person assigned is through this specific navigation path — confirmed by Henry live on screen share (Dec 29 session).

  1. Go to the GBP Help Center and click "Learn More" on the relevant help article.
  2. Scroll all the way to the bottom of the page — the Contact Us link is only visible at the very bottom.
  3. Click "Contact Us."
  4. When asked to describe your issue, select "Other" — stay vague. Choosing a specific category routes you to automated dead-ends.
  5. Continue through the prompts until the email / message form appears.
  6. Write as a technician. Subject: "Urgent: Technical Error – Engineering Review Required." Body must include: Incognito mode tested, cache cleared, DNS verified, indexing confirmed, issue persists after 3+ attempts.
  7. Close with this phrase: "This is a backend issue. Please assign a human specialist to this case — the automated system is flagging it in error."

Copy-Paste Escalation Template

Replace the [PLACEHOLDERS] with client-specific info. Keep under 1,000 characters.

Subject: Urgent: Technical Error – Engineering Review Required

Technical support request for suspended Business Profile: [BUSINESS NAME, LLC] — [FULL ADDRESS] (Case #[CASE ID]).

The appeals tool returns "No content to appeal in this tool" despite an active suspension on this listing. Incognito mode tested, cache cleared, DNS verified, indexing confirmed — issue persists after 3+ attempts across Chrome, Safari, and Firefox on separate devices and networks.

The profile cannot be reinstated through any available self-service path. Verified documentation ([LIST YOUR DOCS: e.g. business invoice, branded vehicle photo, business card]) is prepared and ready for upload — but the system provides no submission interface.

This is a backend issue. Please assign a human specialist to this case — the automated system is flagging it in error.

[OWNER NAME]
[BUSINESS NAME, LLC]
[PHONE NUMBER]

Do not select a specific issue category when prompted — it bypasses the human queue and sends an automated response. "Other" is the path to a live rep.

06 / 09
Team Operations

Internal Communication & Roles

Clear ownership and consistent client communication prevent cases from stalling.

Role Breakdown

CSMs — Ryan, Andres

Manage client relationship. Gather facts. Delegate technical fixes to the Specialist via ClickUp.

GBP Specialist — Henry

Submits appeals, handles technical tickets, and provides scripts and checklists to CSMs.

Client Updates

Weekly status updates — even when Google is slow. Never go silent with a client.

SMS Fallback

If HighLevel SMS fails, use SignalHouse within the mobile app to keep communication lines open.

07 / 09
Appendix

Links & Document Checklist

Quick-access resources and a final pre-submission checklist.

Official Google Resources

Help Center support.google.com/business
Appeals Tool support.google.com/business/workflow/9945796

Document Checklist

  • Secretary of State filing / Articles of Organization
  • IRS EIN assignment letter or W-9
  • Utility bill — Electric, Water, Gas, or Internet (last 90 days)
  • Photos — Branded vehicle, signage, tools, business cards

Stone Systems  ·  GBP Fix SOP  ·  Confidential

08 / 09
Client-Specific Guide

Your Video Verification Walkthrough

Personalized step-by-step guide for completing Google Business Profile video verification. Follow this sequence exactly — in order, on camera, without cuts.

Before You Start

  • Location — Be physically at the business address listed on your GBP.
  • Time — Daylight hours only.
  • Network — Connect to Wi-Fi before recording.
  • Login — Google Maps signed in to the correct business Google account.
  • Documents — Have business registration, utility bill, and EIN letter within reach.

App Flow — Step by Step

  1. Open the Google Maps app.
  2. Tap your profile photo → Your Business Profiles.
  3. Select your business listing.
  4. Tap Verification Required → Get Verified.
  5. Choose Video as the verification method.
  6. Confirm the address shown matches your business address exactly.
  7. Tap Start Recording and follow the shot list.
  8. Review the recording, then tap Submit.

Must Show on Camera

  • Street or neighborhood exterior view.
  • House or building number — mailbox, door, or wall.
  • Unlocking the front door with your key, on camera.
  • Interior: desk, computer, or business-related workspace.
  • Any equipment, tools, uniforms, or branded materials.

Do NOT show on camera: Social Security numbers, bank account details, other people's personal documents, or unrelated personal items.

Script — Read Word for Word

"Hi, my name is [Your Name]. I'm the owner of [Business Name]. I'm currently at my business address listed on my Google Business Profile, located in [City, State]."

"I'm recording this video to verify my business and confirm that I operate from this location. Here is the exterior, and here is my address. I'm now unlocking the door — I have full access to this property."

"Inside, I manage the day-to-day operations of my business. Here is my workspace and equipment. This video is recorded live. Thank you."

After submitting — text your CSM to confirm submission. They'll monitor status and follow up within 24 hours.

09 / 09