How to Get Phone Support for Your Google My Business Listing

Update as of 10/2016: Google has changed how to get phone support.  The updated post is here: https://mcculloughwebservices.com/2016/10/31/get-phone-support-google-business-listing-2/

[Due to the high volume of calls we receive regarding Google My Business issues, we are only able to help existing clients.

Please contact Google for help instead (info at the link above on how to do that).]

Now, onto the post:

It is surprisingly easy to get a Google customer service representative to call you about your Google My Business (GMB) listing!  First, we’ll go over why you might need help, and then we’ll tell you how to get your phone to ring.

Many businesses have trouble when verifying or accessing their Google My Business listings.  Here are some of the more common issues:

You Requested a Postcard and it Never Arrived

In many cases, verifying your listing with Google entails

  • Signing up for an account
  • Giving Google your key business information (like your name, address and phone number)
  • Receiving a postcard in the mail at the address you specified
  • Following the instructions on the postcard, which involves navigating to the URL they specify and entering the PIN on your postcard

You Can’t Access Your Account

This typically happens when in one of a few cases:

  • (Most common!) Someone who no longer works at the company used their personal or company email address to create the Google account and you no longer have access to this account to be able to receive a password recovery email
  • You created the account so long ago that you can’t remember what email address you used and therefore can’t receive the password recovery email.
  • You created an account with an email address that is no longer accessible. That email address might not longer be in use for a variety for reasons.  For example, if  your company is now using a different domain and all the email accounts were switched over to the new domain.  Without that access, you can’t receive the password recovery email.

You Have a Lot of Duplicates

  • When you have a lot of duplicates (we’ve see as many as 8), it is much easier to call Google and have one of their customer support team help you sort through each account.

How to Get Google to Call You

1. Sign into a Google account

It doesn’t have to be the one you are calling about.

2.  Navigate to the Google help page

Go here: https://support.google.com/business/answer/3039617?rd=1

3. Click NEED MORE HELP in the top right

(click on any image to see a larger version)

Need more help for calling Google suppot

4. Choose what you need support for

A box will pop up titled ‘The best way to get support.’ Select what you need. We’ll choose Verification as an example.

Choose the support you want from Google

5. Provide more information on the support you need

After selecting Verification, they want me to specify more about the issue I’m having. Choose what makes sense for you.

Choose verification issue for Google My Business

6. Choose ‘Request a call’

Note this option won’t be available if the call center isn’t open.

choose call option for google my business

7. Fill out information about your business

For the question ‘What is the public URL for your business’s page?’:

  1. Go here https://www.google.com/maps/
  2. Type your business name into the search box. Google will make suggestions right from this box.
  3. Click on your business name
  4. Copy the URL as shown below

info for specialist and how to find map URL

8. Fill out call info and click ‘Call Me’

google call me screen

Your phone should be ringing in minutes!

Bonus tip

We’ve heard you can tweet @GoogleSmallBiz  (https://twitter.com/GoogleSmallBiz) for help!

14 Comments

  1. Heidi Lovins on August 19, 2016 at 1:03 pm

    I a so lost I think I have a google account for my wedding venue Winding Path Gardens I just created a new accout ?????I need to help with my google map and I want to be able to reply to reviews. I may need to start over… I haven’t got on the sight for a long while. I am lost? Can some one coach me through?

    • Rachel Arst McCullough on August 23, 2016 at 10:02 am

      Hi Heidi,

      Sure, I’d be happy to help. We can set up a call sometime next week. Go here and click Request a Call and I’ll reply through that system. https://clarity.fm/rachelmccullough

      Talk soon!

  2. Hashimi on August 24, 2016 at 11:45 am

    I need to correct my phone number

    • Rachel Arst McCullough on October 31, 2016 at 12:54 pm

      Once you log in and click MANAGE LOCATION, there is a red edit button at the top right that will take you to the screen to edit your business information. Click on the gray pencil next to the phone number to edit it.

  3. Colin Guedj on October 22, 2016 at 9:52 am

    I’ve been following your instructions, but at the last step, request a phone call, chat, and email do not show up. Do I need to try during normal business hours?

    My goal is to verify my business, however we do not receive mail at our business address and do not currently have the option to verify via phone.

    • Rachel Arst McCullough on October 22, 2016 at 9:32 pm

      Yes, try again during business hours! I am not sure if they’ll be able to verify you if you can’t receive mail or a phone call.

  4. Valerie Parish on October 28, 2016 at 11:55 am

    Our business hours are wrong. They state we are closed and we are not. I have followed all the steps to get help to edit my business account and it does not give me the options stated.

  5. Valerie Parish on October 28, 2016 at 2:01 pm

    How do I change the hours for my business on google. the links are not applicable and do not take me where it states on the instructions.

    • Rachel Arst McCullough on October 31, 2016 at 12:53 pm

      Once you log in and click MANAGE LOCATION, there is a red edit button at the top right that will take you to the screen to edit your business information. Click on the gray pencil next to the hours to edit them.

  6. Dave Hutchins on November 8, 2016 at 12:23 am

    We have two locations, 50 miles apart, 86 and 30 reviws per location, suddenly our great ranking in the Google 3 pack dropped drastically. How can we determine why and correct it?

  7. Frankie on October 29, 2017 at 10:06 am

    I have set up a google business account

    When you google my business name, it comes up

    When you do a generic search of services offered, such as “fireplace repair and maintenance “, gas logs repair, gas logs sales and service, my business does not appear in the search.

  8. Rodnick Collins on November 1, 2017 at 5:18 pm

    I followed these steps but still no one helped me its been 24 hours

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