How to Remove the Primary Owner from Google My Business

Trying to change the primary owner of your Google Business Profile can sometimes feel like you’ve been given an impossible task, especially when the current owner has left the company or is completely unreachable. This guide cuts through the confusion, giving you a clear, step-by-step roadmap to successfully transfer primary ownership, whether you have the current owner's help or not.

Understanding Google Business Profile User Roles

Before you get started, it’s important to understand the different levels of access within a Google Business Profile (GBP). There are three main roles, and knowing the difference will make the process much clearer.

• Primary Owner: This is the account with the ultimate power. There can only be one Primary Owner for each profile. This person is the only one who can transfer primary ownership to someone else or delete the profile. They can also add or remove other owners and managers. Essentially, the buck stops with them.
• Owner: An Owner has nearly all the same capabilities as the Primary Owner. They can edit business information, publish posts, respond to reviews, and even add or remove other users (including other owners and managers). The only things they cannot do are make another user the Primary Owner or delete the business profile itself.
• Manager: A Manager has more limited permissions, designed for day-to-day operations. They can respond to reviews, create posts, upload photos, and answer questions. However, they cannot edit critical business information (like the name, address, or business category) or manage user roles.

Technically, you don't "remove" a Primary Owner as much as you "transfer" their rights to another user. Once the transfer is complete, the original Primary Owner is downgraded to an Owner, and from there, they can be removed from the profile entirely by the new Primary Owner.

The Easiest Route: Transferring Ownership with the Current Primary Owner's Help

If you're in contact with the current Primary Owner and they're willing to cooperate, the process is incredibly straightforward. This is the scenario you hope for, as it can be completed in just a few minutes. Here's exactly what the current Primary Owner needs to do:

1. Sign In to Google Business Profile: Have them go to google.com/business and sign in with the email address linked to the Primary Owner account.
2. Select the Business: If they manage multiple profiles, they'll need to choose the correct business from their dashboard.
3. Go to Users: On the main navigation menu, they should click the three dots menu icon and select "Business Profile settings," then “People and access.”
4. Add the New Owner (If Necessary): If you (the future Primary Owner) aren’t already listed as a user, they need to add you first. They should click the "Add" button, enter your email address, select the role of "Owner," and click "Invite." You will then receive an email invitation that you must accept.
5. Wait for the Invitation to be Accepted: Nothing can proceed until you've accepted the owner invitation. Once you do, your name will appear in the "People and access" list as an "Owner."
6. Initiate the Primary Ownership Transfer: Now, the current Primary Owner should return to the “People and access” section, find your name in the user list, click on it, and select "Primary owner."
7. Confirm the Transfer: A confirmation box will appear, explaining the implications of the transfer. They will need to click "Transfer" to finalize the decision. That's it! Primary ownership is instantly transferred to you.

Once you are the new Primary Owner, the previous one is now just an "Owner." You can then choose to leave them as an Owner or remove their access entirely by clicking on their name and selecting "Remove user."

When a Primary Owner is Unresponsive, Absent, or Uncooperative

This is where things can feel complicated, but don't worry - there's still a well-defined path forward. This situation often happens when an ex-employee, old marketing agency, or even the founder who set everything up is no longer involved with the business. It’s a common problem.

You cannot directly remove them without their cooperation, but you can request ownership from Google and prove you're the rightful owner. Here's how to navigate this difficult but manageable process.

Step 1: Request Access to the Business Profile

If you have zero access (you aren’t even a Manager), your first step is to formally request it. If you're already a Manager or Owner, you can skip to the next step.

1. Find your business listing on Google Search or Maps.
2. Look for a link or button that says "Own this business?" or "Manage this business." Click it.
3. You'll be guided through a few prompts to confirm your identity. A notification will then be sent to the email address of the current Primary Owner (and any other owners), letting them know you've requested access.

The current owner will have 3 days to respond to your request. If they grant you access, great! You’re now an Owner on the profile and can work with them to transfer primary ownership. But most likely, if they're non-responsive, you'll hear nothing back.

Step 2: Follow Up After the Waiting Period

If the current owner doesn't respond within 3 days, you can take the next step. You should receive an email from Google offering you a path to claim the profile. Go back to your Google Business Profile dashboard, and you should now see an option to "Verify" or "Claim" the profile.

Clicking this begins the business verification process. You need to prove to Google that you're legitimately associated with the business at its stated address. Common verification methods include:

• Postcard Verification: This is the most common method. Google will mail a physical postcard containing a verification code to your business address. Once it arrives (usually within 5-7 business days), you enter the code into your GBP dashboard to prove you have access to the physical location.
• Phone or Text Verification: For some businesses, Google offers the option to receive an automated call or text to the business's registered phone number.
• Email Verification: If your company uses an email address on the same domain as your official website (e.g., yourname@yourcompany.com), you may be able to verify via email.
• Video Verification: This is becoming more common. You may be asked to record a short video showing proof of your place of business (e.g., your storefront and address signage), tools of your trade (like branded vehicles or equipment), or business registration documents.

Once you successfully complete the verification process, you will be granted Owner access to the business profile.

Step 3: What if the Original Owner is Still Listed? Contact Google Support.

In many cases, once you become a verified Owner through the process above, and the original Primary Owner has lost their own verified status, the system may automatically grant you Primary Ownership. However, if the old unresponsive Primary Owner is still listed, your final step is to contact Google Business Profile Support directly to have them removed.

You will need to officially dispute the ownership. Here’s how:

1. Gather Your Evidence: Prepare documentation that proves you own and operate the business. This isn't the time to be vague. Collect high-quality photos or scans of your:
   • Business license or Articles of Incorporation document showing your name/business name.
   • A recent utility bill (gas, electric, phone) for the business address.
   • Photos of your permanent storefront signage showing your business name and address.
   • A photo of you standing inside or in front of your business is also helpful.
2. Go to the GBP Support Form: The easiest way to find this is to search "Google Business Profile Help" and find the "Contact Us" link. Here is a direct link to get started.
3. Fill Out the Form: Select the business profile you need help with. In the text box asking to describe your issue, be clear and direct. Use verbiage like, "Requesting primary ownership transfer for an unresponsive owner" or "The current primary owner has left the company and is no longer reachable."
4. Follow the Prompts: The form will walk you through a few common solutions. Keep clicking "Next step" until you're given contact options (usually email, but sometimes chat or phone call back).
5. Explain Your Situation to Support: When you connect with a support agent, clearly state what's happening. Explain that the primary owner is unresponsive, provide their email if you know it, and state that you have documentation proving you are the new rightful owner. Be polite, professional, and clear. They will likely create a case for you and ask you to upload the documents you've gathered.

This process can take some time, from a few days to a couple of weeks, depending on the complexity of your case. Be patient and respond promptly to any requests for more information from the Google support team.

Final Thoughts

Reclaiming control of your Google Business Profile is absolutely possible, even when the original Primary Owner has gone silent. Whether through a simple, cooperative transfer or a more involved proof-of-ownership process with Google's help, following these steps will give you a clear path to securing your business's most important online asset.

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