Accounting & Advisory Firm
Key Takeaway
Profile verified through a live video call with Google Support. All reviews restored after a duplicate-listing mix-up, and the correct name and suite number were put back without triggering reverification.
Location
Ohio, USA
Service
GBP Reverification + Suspension Recovery
Timeline
10 weeks
The Problem
An established accounting firm with a 4.8-star profile lost edit control after an office move and a name change. Google would only offer video reverification, which the owner said did not fit a hybrid firm in a shared building with no exterior signage.
During the process the profile was also suspended for deceptive content, and an appeal was denied before the underlying conflicts were cleaned up.
Challenges
- Reverification looped: accepted video uploads were followed by new reverification requests
- Deceptive content suspension on top of the verification problem
- A UPS-box address in a second state listed on the website footer
- Founding dates conflicted across the website, Yelp, BBB and state records
- Old brand name still on the site, and the address written two different ways
- Live video call option showed as unavailable when the client tried it
The Solution
- 1Aligned the state DBA with the profile name before verifying, so there was one clean pass
- 2Removed the mailbox address and second phone from the website and Facebook
- 3Aligned the establishment date to the documented entity and kept the longer founder history on the About page
- 4Removed the old brand, fixed the schema organisation name, and matched the suite format exactly
- 5Found that the public site was still serving a cached older copy, and had old homepage duplicates unpublished
- 6Escalated through Google Support until live video verification was enabled, then followed up on a duplicate listing until the reviews were restored
The Result
Profile verified through a live video call with Google Support. All reviews restored after a duplicate-listing mix-up, and the correct name and suite number were put back without triggering reverification.
Frequently Asked Questions
Google accepted my verification video but asked me to verify again. Why?
Usually because something on the profile or around it still conflicts: a name that does not match registration, a second address on the website, or a mailbox location. Fix the conflicts first, or each verification can fall back into review.
Can I list a mailbox or UPS box address on my website?
Not as a business location. Google treats mailbox addresses as fake locations. You can say you serve clients in that state without publishing the street address.
I made changes to my website but Google still sees the old version. Why?
Your site may be caching pages. Logged-in owners see the latest version while visitors and Google get an older copy. Purge the cache and check the page in a private window while logged out.
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