Profile rescue kit

The profile rescue kit helps when something goes wrong with your Google profile, or before it does. It walks you through Google's own steps and keeps a record of what you did. Google decides every case, and we can't get a profile back for you. It's on every plan, for owners and managers.

Open it from the Listing page with Profile rescue kit.

Check your documents match your profile

When Google suspends a profile, or asks you to verify it again, it wants a document with the same business name and address as the profile: a business registration, a business license, a tax certificate or a utility bill for the business.

1. Under Check your documents match your profile, pick a photo or a PDF of the document. A photo is shrunk on your device before it's sent.
2. If you're moving, tick Moving? and type the new address, so we compare against that instead.
3. Click Check it.

You'll see whether the name and the address match, what's different, and the one thing to fix first. Small differences like "St" and "Street", or "LLC" on the end, count as a match. Extra words in your profile name, like your town or a service, don't: Google's rules say the name should be your real business name.

Not saved by us. We don't save the file you upload. It's sent to our AI provider to check it. The provider may keep it for a short time for safety and abuse monitoring. We keep only the result and the date. Each business can check 5 documents a month.

Don't upload documents with other people's details if you can avoid it. Just the page with your business name and address is enough.

When something goes wrong

Pick what's happening and click Start. Each path has numbered steps with links to Google's own pages. Tick each step as you do it, add notes, and update where the case stands.

• My profile is suspended. Read Google's notice, check the profile against Google's rules, check your documents, then send one appeal with your proof. Don't make a new profile for the same business while you wait.
• No one can get into the profile. Try every Google account first, then ask Google for ownership with Request access. Once you're in, add a second owner.
• A former agency holds the profile. Ask them in writing to make you the primary owner. If they don't, ask Google for ownership. Then remove their access and connect Google here with your own account.
• We're moving. Update your documents to the new address first, check one against it, change the address on Google, and verify again when Google asks.

Keeping track

Each case shows where it stands: working on it, waiting on Google, done (for example Google lifted it or You're back in), Google said no, or closed. Click I checked, still waiting when you've looked and Google hasn't answered. If Google says no, you can work on it again or close the case.

A case you're still working on shows in Needs attention on your Dashboard, and so does one you sent to Google a week ago without checking since, as a reminder.

Every case, with its steps, Google's reference and your notes, is in your data export in profile_rescue_cases.csv, and your document check results are in profile_document_checks.csv. See Export or delete your data. Don't put passwords, account numbers or customers' details in the notes.

A warning before risky changes

Google often checks a profile again after you change the business name, the address or the main category. Before you change one of those from the Listing page, we show a warning with Check my documents first and Edit anyway. You can turn the warning off with Warn me before changes Google may re-verify in Settings → All settings → Listings & social.