How to Recover a Google My Business Account

Losing access to your Google Business Profile can feel like your digital front door has been slammed and locked. This single listing is a powerful driver for local customers, and not being able to update hours, respond to reviews, or post updates is a massive problem. This guide will walk you through the exact steps to reclaim control, covering everything from a simple lost password to a profile hijacked by someone else.

Why You Might Lose Access to Your Google Business Profile

Understanding why you've lost access is the first step toward fixing it. There isn't just one reason this happens, it's usually one of a few common scenarios. Identifying your specific situation will point you toward the right recovery path.

Common Scenarios for Losing Access:

• Forgotten Login Details: The simplest reason is often the most common. You may have forgotten the specific Google Account email address or password you used to set up the profile. If it was set up years ago, it might be tied to an old email you no longer check.
• A Former Employee or Agency Holds the Keys: Many business owners delegate marketing tasks. If an ex-employee, a marketing agency you no longer work with, or even a well-meaning family member set up the profile, they might be the sole owner, leaving you locked out after they're gone.
• Someone Else Claimed Your Profile: This sounds malicious, but it isn't always. Sometimes, a third party or even a customer will suggest an edit or try to "claim" an unclaimed profile to be helpful. More concerningly, it could be a malicious actor or a competitor. Either way, someone else is listed as the owner, and you need to prove your legitimacy.
• Your Profile Was Suspended: This feels like a loss of access but is a separate issue. Your profile might be temporarily disabled by Google for violating their guidelines (like keyword stuffing your business name, using a P.O. Box address, or having multiple profiles for one location). You still own it, but you need to appeal for reinstatement, not just recover access.

First Step: The Standard Account Recovery Process

Before assuming the worst, start with the most basic recovery steps. This process is designed for situations where you are the rightful owner but have simply forgotten your login credentials.

Don't try to create a new profile! This can lead to duplicate listings, confuse customers, and may even get your new profile suspended. Recovering the existing one is always the priority, as it retains all its history, reviews, and ranking authority.

How to Recover Your Password or Find the Owner Email

1. Go to the Google Business Profile Request Form: Your starting point is Google's designated recovery page. You can find it by searching for "recover Google Business Profile" or by going directly to their business ownership request form.
2. Enter Your Business Name: You’ll see a search bar. Start typing your business name and select it from the list that appears. Make sure you select the correct business with the correct address.
3. Review the Ownership Hint: Once you select your business, Google will show you a "hint" of the email address that is the current owner. It will be partially redacted for privacy (e.g., s*******@gmail.com).

At this point, you have two potential outcomes:

Outcome A: You Recognize the Email Address
Great news! This means the profile is connected to a Google Account you own. Even if you forgot the password, you're on the right track.

• Go to the standard Google Account Recovery page.
• Enter the email address you recognize.
• Follow the prompts to recover your password. This may involve answering security questions, getting a code sent to a recovery phone number or email, or verifying your identity through other means. Once you regain access to this Google Account, you will automatically have access to your Google Business Profile.

Outcome B: You Don't Recognize the Email Address
This is the moment things get a bit more complicated. It confirms that the profile is owned by an account you don't immediately recognize. It could be an ex-employee, a marketing company, or a complete stranger. Don't panic, this is what the "Request Access" protocol is for.

What to Do When Someone Else Has Claimed Your Profile

If you've discovered an unknown email is tied to your business profile, your next step is to formally request that ownership be transferred to you. This kicks off a direct communication process (handled through Google) between you and the current profile owner.

Step-by-Step Guide to Requesting Ownership

1. Find Your Business on Google: Search for your business on Google Search or Maps. Find the business profile knowledge panel (the box that appears on the right side of the search results).
2. Click "Own this business?": Somewhere in that panel, you’ll see a link that says “Own this business?” or "Manage this listing." Click it. You’ll be taken through the same flow as before, where it shows you the email hint.
3. Initiate the Request Access Form: Since you don't recognize the email, proceed to the "Request Access" button. This will open a form.
4. Fill Out the Form Completely and Professionally: You will be asked to provide:
   • Your Relationship to the Business: Clearly state that you are the Owner, Manager, or an authorized representative.
   • Your Contact Information: Provide your own name, phone number, and the email address you want to be associated with managing the profile.
   • Level of Access: Choose whether you want 'Ownership' or 'Management'. Always request 'Ownership' if you are the actual business owner.
   It's also a good idea to allow the current owner to see your public information (your name and email). This transparency can help if the owner is someone who knows you (like a former agency) and can speed up the handover.
5. Submit the Form and Wait: After submitting, Google sends an email to the current profile owner with your request. This is where patience becomes a virtue.

The Waiting Game: What Happens Next

The current owner has 3 to 7 days to respond to your request. During this time, one of three things will happen:

• Request Approved: You'll receive an email notification that your request was approved. Congratulations! You can now log in and manage your profile. You should immediately review settings and remove any other unknown owners or managers.
• Request Denied: You'll receive an email stating the owner has denied your request. This is frustrating, but it's not the end of the road. It simply means you'll have to prove your ownership directly to Google. You may have an option to appeal or verify your claim in the denial email.
• No Response: If 3-7 days pass with no reply, the ball is back in your court. You may now be eligible to claim the profile for yourself. Check your email for a follow-up link from Google to begin the verification process.

The Verification Process: Proving You're the Rightful Owner

If your request was denied or the current owner didn't respond, you'll need to go through a verification process. This is where you provide concrete evidence to Google that you run the business at its listed location. You need to show irrefutable proof.

Get your documentation ready before you start. Having everything on hand makes this much smoother.

Types of Evidence Google May Ask For:

• Business License or Registration: A valid, unexpired business license issued by your city, state, or federal government that clearly matches the business name and address on the profile.
• Utility Bills: A recent gas, electric, or water bill that shows the business's name and service address. Phone bills or internet bills often work too. It must match the profile's information perfectly.
• Photos of Your Permanent Signage: Take high-quality photos of your storefront's permanent sign. Make sure the business name and, if possible, the address number are clearly visible. A photo of the sign on the outside of your building is ideal. Take one from a distance to show context and one up close.
• Proof of Address: This could be a lease agreement or property deed.
• Video Verification: This is becoming more common. Google may ask you to record a short, continuous video. The video usually needs to show:
  1. Your location's exterior (signage, street view).
  2. The business's interior (tools of your trade, public-facing areas, branding).
  3. Proof of management access (you unlocking the front door with a key or accessing an employee-only area).

Once you submit your appeal with all the required evidence, a Google support team member will manually review your case. This can take several days or even a couple of weeks, so be patient. If your evidence is solid, they will grant you access.

How to Handle a Suspended Google Business Profile

Finally, what if your profile is suspended? This happens when Google's automated systems or a manual review find a violation of their terms of service.

Fix First, Then Appeal

Before you do anything, you must read the Google Business Profile guidelines carefully and figure out what went wrong. Did you add keywords to your business name? Is your address a P.O. Box? Is your website link redirecting to another site?

Correct the violation first. If your name was "Joe's Plumbing - Best Plumber in Town," change it back to just "Joe's Plumbing." If your address was inaccurate, fix it.

Once you are confident your profile is fully compliant, submit a reinstatement request. In the form, clearly explain what happened (even if it was a mistake) and what steps you've taken to fix the issue. Be concise, polite, and honest. Provide any proof required, such as pictures of your storefront. Submitting multiple appeals will only delay the process, so submit once and wait for a response.

Final Thoughts

Reclaiming your Google Business Profile can be a multi-step process, but it's entirely manageable when you know which path to follow. Whether you're dealing with a forgotten password, a silent ex-employee, or a formal verification appeal, the key is to be methodical and provide clear evidence of your ownership.

After you regain control of your Google profile, you can focus on building a cohesive online presence. With your GBP back in your hands, the next step is often streamlining how you manage your social media channels like Instagram, Facebook, and TikTok. At Postbase, we built a modern tool to make that job feel effortless. Centralizing your social media planning, scheduling, engagement, and analytics in one place saves you from the chaos of constantly switching between apps, giving you back hours of your week.