Your Google Business Profile (GBP) is often the first thing a Brisbane local sees when searching for your services. When it works, it’s a lead-generating machine; when it breaks or gets suspended, it can feel like your business has vanished from the map overnight.
At Local Marketing Group, we see these issues daily. Whether you’re dealing with a sudden suspension, a verification loop that won't end, or the frustration of 'suggested edits' ruining your data, this guide is designed to help you navigate the often-confusing world of Google support with Australian-specific advice.
What You’ll Need Before We Start
Before we dive into the fixes, make sure you have these things ready. It will save you a lot of back-and-forth later:- Your ABN/ACN details: Essential for proving your business is legitimate in Australia.
- Proof of address: A recent utility bill (Energex, Telstra, or your water bill) or a bank statement showing the business name and address.
- Photos of your signage: If you have a physical shopfront in places like Fortitude Valley or Milton, have clear photos of your permanent signage ready.
- Your Login: Access to the Gmail account that manages the profile.
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Step 1: Diagnosing the "Suspended" Status
There is nothing quite as gut-wrenching as seeing that red "Suspended" banner. Take a deep breath—most suspensions are fixable. Google usually suspends profiles for "Quality Issues" (meaning they think your data is fake) or "Policy Violations."
What you’ll see: A red bar at the top of your GBP dashboard saying "Your business is not visible to customers." The Fix: Don't just click 'Appeal' immediately. First, audit your profile. Are you using a keyword-stuffed name? (e.g., "Best Plumber Brisbane - Cheap Taps"). If so, change it back to your legal business name. Google’s AI is getting much stricter on this.Pro Tip: If you operate a service-area business (like a mobile dog groomer) and don't have a physical shopfront, make sure your home address is hidden. Showing a residential address when you don't have a sign out front is a one-way ticket to suspension town.
Step 2: Fixing the "Verification Loop"
This is where most people get stuck, and honestly, the interface doesn't help. You enter the code, and then... it asks you to verify again. Or worse, the postcard never arrives at your Brisbane office.
The Fix:- Wait 14 days. I know it’s annoying, but if you request a new code, the old one is instantly voided.
- If the postcard fails twice, you must move to Video Verification.
- When doing a video verification, start outside. Show the street sign, the surrounding buildings (like that recognisable café next door), and then walk into your office. Show your tools of trade or your laptop logged into your business software.
Step 3: Removing "Suggested Edits" from Competitors or Users
Have you ever looked at your profile and noticed your hours have changed to "Closed" or your phone number is wrong? This happens because Google allows the public to suggest edits.
How to stop the madness:- Go to your profile and look for the "Updates" or "Edit Profile" section.
- Google will often highlight changed fields in orange or red.
- The trick: You must manually "Accept" or "Discard" these. If you ignore them, Google sometimes defaults to the user-suggested info because it thinks your data is stale.
Step 4: Merging Duplicate Profiles
Duplicate profiles are a nightmare for your local SEO. They split your reviews and confuse Google’s algorithm. This often happens if you’ve moved offices from, say, Chermside to Upper Mt Gravatt, and a new profile was accidentally created.
The Fix:- Find the URL of both profiles.
- Identify which one has the most (and best) reviews. This is your "Master" profile.
- Go to the Google Business Profile Help Contact page.
- Select "Fix duplicate profiles."
- Google will usually merge the reviews from the old one into the new one, but be warned: photos don't always carry over. Save your photos locally first!
Step 5: Dealing with "Not Publicly Visible" Status
Sometimes your profile says "Verified" but it’s still not showing up on Google Maps.
The Fix: This is usually a "Pending" issue. Google is manually reviewing your latest changes. If it’s been more than 3 business days, it’s time to nudge them. Pro tip from setting this up dozens of times: Check your "Categories." If you have selected 10 different categories, Google might find your profile "spammy." Stick to one primary category (e.g., "Accountant") and 2-3 highly relevant sub-categories.Step 6: Handling Fake Negative Reviews
We’ve all been there—a review from someone who was never a customer, often from overseas or a disgruntled competitor.
The Reality Check: Google rarely removes reviews just because they are mean. They only remove them if they violate policy (spam, hate speech, or conflict of interest). The Process:- Click the three dots next to the review and select "Report Review."
- Select "Spam" or "Not a customer."
- If they reject your report, use the Review Management Tool. This is a separate, slightly hidden tool that allows you to appeal a rejected report. It’s much more effective than the standard "Report" button.
Step 7: Fixing Address and Pin Location Errors
Is the Google Maps pin dropping people in the middle of the Brisbane River instead of your shop? This is a common quirk of the Australian mapping system, especially in new developments or large shopping centres like Westfield Carindale.
The Fix:- Go to "Edit Profile" > "Business Information" > "Location."
- Click the pencil icon next to your address.
- Choose "Adjust." This allows you to manually drag the pin.
- Crucial: Zoom in as far as possible. Place the pin right over the entrance of your door, not just the general building. This helps delivery drivers and customers find your exact spot.
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Troubleshooting Common Issues
"I can't see the 'Contact Us' button for Google Support!" Google tries to hide their human support behind a wall of help articles. To find it, go to the Help Centre, type "Other," and keep clicking "Next Step" until you see the email or chat options. Avoid the community forums if you need a quick fix—they are run by volunteers, not Google employees. "I changed my phone number and now I'm suspended." This is a huge red flag for Google's security bots. If you need to change your number, try to update it on your website and your Facebook page first. Google's bots crawl the web to verify your data. If your website matches your new GBP info, the change is less likely to trigger a suspension. "My photos keep getting rejected." Google’s AI is very sensitive to text on images. If your photo has a massive logo or a phone number overlaid on it, it might get flagged as "promotional." Try uploading raw, unedited photos of your business instead.Common Mistakes to Avoid
Using a PO Box: This is the #1 reason for suspensions in Australia. You must* use a physical address. If you're a virtual business, use your home address and hide it.- Keyword Stuffing: Adding "Brisbane's Best" to your title will get you caught eventually. Stick to what’s on your ASIC registration.
- Multiple Profiles for the Same Location: Unless you have distinct legal entities (like a GP clinic with independent doctors), stick to one profile.
Next Steps
Fixing your profile is just the beginning. Once your data is clean and your pin is in the right spot, you need to start the "growth phase."- Optimise your description: Use local landmarks (e.g., "Located just 5 minutes from the Gabba") to help Google understand your local relevance.
- Post Weekly: Use the "Updates" feature to share what’s happening in your business.
- Audit your citations: Ensure your address is identical on Yellow Pages, True Local, and your own website.
If you've tried all these steps and Google is still giving you the cold shoulder, don't scream at your monitor just yet. Sometimes these technical glitches require a bit of "agency weight" to resolve.
Feel free to reach out to us at https://lmgroup.au/contact and we can take a look at the backend of your profile for you. We’ve helped hundreds of Brisbane businesses get back on the map, and we’re happy to help you too.
Almost there! Once these technical hurdles are cleared, your profile will be ready to start climbing the rankings.