You go to update your holiday hours on Google and hit a wall: the listing for your business is already claimed, and the account that controls it isn’t yours. Maybe it belongs to an office manager who left two years ago, an agency you stopped paying, or an email address you don’t recognize at all. If you need to request access to a Google Business Profile that someone else holds, you’re not stuck, but you do need to go about it in the right order.
This guide walks you through how to find out who controls your profile, how to ask them directly, how to use Google’s official request process when that fails, and what to do if the request is denied. Then we’ll cover how to set up user roles so this never happens to you again. If you’d rather hand the ongoing work to someone else once you’re back in, that’s what our Google Business Profile management service is for, but everything below is something you can do yourself.
Why You Can’t Just Click "Claim" on a Listing Someone Else Owns
A Google Business Profile (the listing that shows your business on Google Search and Maps, with your hours, reviews, photos and phone number) can only be verified by one primary owner at a time. Once someone has verified it, Google treats that person as the rightful manager until they hand it over or Google decides otherwise.
That’s a good thing in principle. It stops a competitor or scammer from taking over your listing with a few clicks. The downside is that the same protection works against you when the person in control is someone you’ve lost touch with.
It also means the shortcut many owners try, creating a brand new profile for the same business, is a bad idea. Duplicate listings for the same business at the same address go against Google’s guidelines. At best, the new one gets merged or ignored. At worst, it creates confusion that can lead to suspension. If you’ve already been through that, our guide on why a Google Business Profile gets suspended and how to fix it explains the recovery process. For now, the goal is to take back the listing you already have, along with all its reviews and history.
First, Figure Out Who Actually Controls Your Profile
Before you file anything with Google, spend a few minutes playing detective. The fastest way to regain access is almost always to reach the person who has it.
Start with these questions:
- Who set up the profile originally? Think back to when your listing first appeared. Was it a partner, an office manager, a family member, a web designer or a marketing company?
- Which email accounts did your business use back then? Old Gmail accounts created "for the business" are the most common culprit. Try logging into any you can remember. You may already have access and not realize it.
- Did anyone manage your marketing in the past? Agencies, freelancers and even website builders sometimes claim profiles on behalf of clients, often under their own accounts.
- Did you buy the business from someone? If so, the previous owner may still hold the listing.
When you try to claim a profile that’s already verified, Google typically shows a message saying it has been claimed and may display a partially hidden version of the owner’s email address. Even a few visible characters and the domain can jog your memory. A partial address that ends in your old agency’s domain tells you a lot.
If the account turns out to be a company email on a domain you control (for example, a Google Workspace account like [email protected]), you may not need anyone’s permission at all. Whoever administers your company email can reset that account’s password, and you’ll be back in.
Try the Direct Route Before You Request Access
If you know who holds the profile, contact them first. A short, friendly message is usually all it takes, and it’s much faster than going through Google.
Ask them to do two things:
- Add your Google account as an owner on the profile.
- Transfer primary ownership to you.
The person in control can do this from the profile’s settings, in the section labeled People and access. They add your email, assign you the Owner role, and once you’ve accepted the invitation, they can make you the primary owner. After that, you can decide whether they keep any access at all.
A few tips that make this go smoothly:
- Make it easy. Send them the exact email address you want added. Use a business account you control long term, not a personal one.
- Keep it neutral. Even if things ended badly with a former employee or agency, a calm, specific request gets better results than an angry one.
- Put it in writing. Email is better than a phone call, because it gives you a record if you end up appealing to Google later.
If the person doesn’t respond, refuses, or you have no idea who they are, it’s time for the official route.
How to Request Access to a Google Business Profile Through Google
Google has a built-in process for exactly this situation. The screens change from time to time, but the flow generally looks like this.
Step 1: Sign in with the right Google account
Use the Google account you want to own the profile going forward. Ideally, that’s an account tied to your business email domain or a dedicated business account that you, the owner, control. Don’t use an employee’s account, and don’t use a freelancer’s.
Step 2: Find your business and start the claim
Search for your business on Google Search or Google Maps, or go to the Business Profile sign-up flow and search for your business name. When you select your listing, Google will tell you it’s already managed by someone else.
Step 3: Choose to request access
Google will give you an option to request access. You’ll fill out a short form that typically asks for your name, the level of access you want, your relationship to the business, and your contact information. Request full ownership if you’re the business owner. Be accurate and specific. This form becomes part of the record if you need to appeal.
Step 4: Submit and watch your inbox
Once you submit, Google emails the current owner and tells them someone has requested access. You’ll get a confirmation email too, usually with a way to check the status of your request. Save that email.
Google’s Business Profile Help Center has the current version of these steps and the latest wording of each screen, so check it if anything looks different from what’s described here.
What Happens After You Submit the Request
From here, there are three possible outcomes.
The current owner approves. You get access, and you’re in. Go straight to People and access and make sure your role is correct.
The current owner denies. You’ll be notified. That’s not the end of the road (more on that below).
The current owner doesn’t respond. This is very common with old employees and defunct agencies, because the email often goes to an inbox nobody checks. Google gives the owner a window of time to respond. If they don’t, you may be offered the chance to claim and verify the profile yourself. Check the status link in your confirmation email once the waiting period has passed.
If you’re allowed to claim the profile, you’ll have to verify that you’re connected to the business. Google decides which method to offer, and it can include a phone call or text, an email, a video recording showing your location and business, or a mailed postcard. Video verification has become common, so be ready to show your signage, your storefront or work vehicle, and proof that you can access the business (such as unlocking the door or showing business paperwork).
Plan for the whole process to take at least several days, and longer if verification or an appeal is involved. That’s another reason not to wait until right before a busy season to fix this.
When Your Request Is Denied or Goes Nowhere
If the current owner denies your request and you believe they have no legitimate claim, you can usually appeal through the link in Google’s notification email. An appeal asks you to make your case with documents that tie you to the business.
Useful documents often include:
- A business license or registration showing your name and the business name
- A utility bill or lease for the business address
- A tax document or official letter addressed to the business
- Photos of your storefront, signage or branded vehicles
Make sure the name, address and phone number on your documents match what you’re asking Google to show. Mismatched information slows everything down.
If the appeal route stalls, you can also contact Google Business Profile support through the Help Center and explain the situation. Be patient and factual. Keep a simple log of every request, response and reference number, because you may need to share that history.
How to Handle the Three Most Common Situations
The former employee
This is the most common case, and usually the easiest. Most former employees aren’t holding the profile on purpose. They set it up on a personal Gmail years ago and forgot about it. A polite email or text asking them to add you as owner and transfer primary ownership often solves it in a day.
If they left on bad terms or won’t cooperate, go through the request process above. Your documents will almost always outweigh theirs, because the business is registered to you, not them.
The past agency or freelancer
Some agencies claim profiles under their own accounts because it’s convenient for them. A good one will hand it over without argument when you ask. Check your old contract or emails for anything about account ownership, and reference it in your request.
As a rule, you should own every account tied to your business: your domain, your website, your analytics and your Google Business Profile. An agency should be a guest with the access it needs to do the work. That fits the transparency behind our SEO Code of Ethics, and it’s a fair standard to hold any marketing partner to. If an agency refuses to return your profile, use Google’s request and appeal process, and include any written evidence that you were their client.
The unknown party
Sometimes the email address means nothing to you. It could be a previous owner of the business, a lead-generation company that claimed a batch of listings, a family member, or occasionally someone with bad intentions.
In this case, skip the detective work once you’ve tried the obvious options and go straight to the official request. Don’t respond to cold calls or emails from anyone claiming they can "unlock" your profile for a fee. Google doesn’t charge for a Business Profile, and legitimate help won’t involve handing over your passwords to a stranger.
Once you’re back in, review everything: hours, phone number, website link, categories, photos and any recent edits. If someone else had control, check that your information wasn’t changed in ways that send customers somewhere else.
Understanding Google Business Profile User Roles
The best protection against all of this is setting up roles correctly from the start. Google Business Profile has three main user roles, and the differences matter.
- Primary owner. There is only one. This person has full control, including managing every other user and transferring primary ownership. This should always be you or a business account you control.
- Owner. Owners have nearly the same powers as the primary owner, including adding and removing other users. Give this role sparingly, to people you would trust with the keys to your building.
- Manager. Managers can handle the day-to-day work: editing information, posting updates, adding photos and responding to reviews. They can’t add or remove users. This is the right role for most employees and for any agency you hire.
Think of it like your office. You own the building. A business partner might have a master key. Staff and contractors get a key to the rooms they work in.
A Simple Access Setup That Keeps This From Happening Again
Here’s the setup we recommend for most Long Island small businesses:
- Make a business-owned Google account the primary owner. Use an account on your company domain or a dedicated account whose login you, the owner, keep. Not a personal account of an employee, and not an agency’s account.
- Add yourself as a backup owner with a second account. If you lose access to one account, the other still has full control.
- Give everyone else Manager access. Employees who post updates or answer reviews and any marketing partner should be managers.
- Write down who has access. Keep a simple list of the profile, each user’s email and their role. Store it with your other important business records.
- Review access every few months. It takes two minutes in People and access. Remove anyone who no longer needs it.
- Add offboarding to your checklist. When an employee leaves or you end a contract with an agency, removing them from your Business Profile should happen the same day you change door codes and email passwords.
This same approach works for your website, hosting, domain and analytics. Owning your accounts is one of the simplest ways to protect the online presence you’ve spent years building.
Your Next Step This Week
Open your Google Business Profile today and check who has access. If you can’t get in, start by tracking down the account holder, then use Google’s request access process if that fails. If you can get in, confirm you’re the primary owner, set everyone else to the right role, and add a backup owner account.
Once you’re back in control, the next job is keeping the profile accurate and active so it actually brings in calls. That’s where ongoing Google Business Profile management can take the routine work off your plate.
If you’re stuck in the middle of a request or appeal and want a second set of eyes, reach out to MJW Media. We’re happy to help you sort out who has the keys.
Frequently Asked Questions
How long does it take to get access to a Google Business Profile someone else owns?
If the current owner cooperates, it can happen the same day. If you go through Google’s request process, the owner is given a window of time to respond, so plan for at least several days. Verification or an appeal can add more time on top of that.
Can I just create a new Google Business Profile instead of reclaiming the old one?
It’s not a good idea. Duplicate listings for the same business go against Google’s guidelines and can lead to merges, confusion or even suspension. Reclaiming the existing profile also keeps your reviews, photos and history intact.
What if the current owner denies my request?
You can usually appeal through the link in Google’s notification email. Be ready to provide documents that tie you to the business, such as a business registration, utility bill or photos of your storefront and signage. Keep a written record of every request and response.
Will I lose my reviews if ownership of my profile changes?
No. Reviews belong to the listing itself, not to the person who manages it. When you regain ownership, the reviews, photos and history stay with the profile.
Should my marketing agency be an owner or a manager on my Google Business Profile?
In most cases, a manager. That role lets an agency edit information, post updates and respond to reviews without being able to add or remove users. You, or a business account you control, should always remain the primary owner.
