SOP 001: Identify Suspension Type
Fresh Last Updated: January 2, 2026| Document Control | |
|---|---|
| SOP ID | GBP-001 |
| Version | 1.0 |
| Status | Active |
| Purpose | Diagnose the type and source of your GBP suspension |
Overview
Before you can fix the problem, you need to identify exactly what type of suspension you're dealing with. This SOP guides you through the diagnostic process.
Suspension Types Decision Tree
Step-by-Step Procedure
Step 1: Check Your Email
- Search your inbox for emails from Google Business Profile
- Look for subject lines containing:
- "Your business profile has been suspended"
- "Your Google Account has been restricted"
- Note: You may have received multiple emails
Email Types
- Single email about profile: Profile-level suspension
- Two emails (account + profiles): Account-level suspension affecting all managed profiles
Step 2: Identify Soft vs Hard Suspension
| Type | Symptoms | Severity |
|---|---|---|
| Soft Suspension | Profile visible on Maps, but you cannot edit it, reply to reviews, or add photos. Profile shows as "unverified" | Moderate - can escalate |
| Hard Suspension | Profile completely removed from Google Search and Maps. Customers cannot find you at all | Severe - requires full appeal |
To Check:
- Search for your business on Google Maps
- If profile appears but dashboard access is limited = Soft
- If profile doesn't appear at all = Hard
Step 3: Check for Account-Level Issues
Critical Check
If your Google Account itself is restricted, ALL business profiles managed by that account will be suspended. You must fix the account first.
How to Check Account Status:
- Visit: https://myaccount.google.com/restrictions
- Sign in with the Google Account that manages your GBP
- Review any restrictions or limitations shown
Step 4: Document Your Findings
Record the following information:
| Information | Your Answer |
|---|---|
| Suspension Type | Soft / Hard |
| Suspension Level | Profile / Account |
| Date of Suspension Notice | |
| Email Subject Line | |
| Any Stated Reason |
Verification Checklist
- [ ] Checked email for suspension notices
- [ ] Identified if soft or hard suspension
- [ ] Verified if profile or account level
- [ ] Checked account restrictions at myaccount.google.com/restrictions
- [ ] Documented all findings
Common Scenarios
Scenario A: Single Profile, Soft Suspension
- Symptoms: One email about profile, can still see listing on Maps but can't manage
- Action: Proceed to SOP 002 to audit and fix issues
Scenario B: Single Profile, Hard Suspension
- Symptoms: One email about profile, listing completely gone from Maps
- Action: Proceed to SOP 002 with urgency
Scenario C: Account Suspension
- Symptoms: Two emails (account restriction + profile suspensions)
- Action: Must resolve account restriction first before any profile appeals
Troubleshooting
| Issue | Solution |
|---|---|
| Didn't receive any email | Check spam folder; log into GBP dashboard for red banner notices |
| Unsure if account or profile | Check myaccount.google.com/restrictions to confirm account status |
| Multiple profiles suspended | Likely account-level issue - fix account first |
Next Steps
Based on your diagnosis:
| Finding | Next Action |
|---|---|
| Account Suspension | Appeal account restriction first at myaccount.google.com |
| Profile Suspension (Soft or Hard) | Proceed to SOP 002: Audit Profile Compliance |