Google My Business (GMB) is an essential tool for any organization seeking to manage its online presence, especially for local search visibility. It allows businesses to appear in Google Maps, display contact information, receive reviews, and provide business updates. However, what do you do if the GMB listing for your business is already owned by someone else—and that person can’t be contacted? This issue can cause a lot of confusion and potentially damage the online reputation and customer experience of your business. Fortunately, there is a process to reclaim ownership, and this article walks you through each critical step.
TL;DR
If someone else owns the Google My Business listing for your business and cannot be contacted, you can still claim it. Begin by requesting ownership through Google. If there’s no response, Google will eventually allow you to verify control by providing documents to prove your connection to the business. Be prepared to offer photos, business licenses, utility bills, or lease agreements as proof. Always follow up through the support channels if automated processes stall.
Why Claim a GMB Listing?
Before delving into the recovery process, it’s important to understand why this is worth your time. A verified GMB listing:
- Increases visibility in local search results and on Google Maps.
- Builds trust by displaying verified business details.
- Improves customer engagement via reviews, Q&A, and updates.
- Enables performance tracking through insights on views, clicks, and actions.
Without GMB access, your business may suffer from inaccurate details, missed customer inquiries, or even negative reviews left unaddressed.
Step-by-Step: How to Claim a GMB Listing Without the Previous Owner
1. Search for the Business on Google
Start by identifying if the GMB listing already exists. Search your company name on Google or in Google Maps. If you see a listing matching your business, this confirms that someone—maybe a past owner, employee, or agency—has already claimed it.
2. Attempt the Normal Claim Process
Click on the “Own this business?” or “Claim this business” link, which appears on the listing. Google will prompt you to log in and attempt to manage the listing. If the business is already claimed, a message will notify you that it’s been verified and will offer you an option to request access.
3. Request Access
Once you request access, you will be required to provide the following:
- Your relationship to the business
- Your contact information
- Reason for requesting access
After submission, Google will send an email to the current owner asking them to respond within 7 days. You should receive an email confirmation about the status of your request.
4. Wait for the Response Period
If the current owner doesn’t respond within the 7 days, Google may give you the opportunity to verify ownership yourself. However, this is not always given automatically—you might need to contact support or fill out a form requesting manual verification.
Tip: During this waiting period, monitor your email inbox for follow-up instructions or confirmation of the owner’s lack of response.
When There’s No Response: How to Escalate the Claim
5. Prepare Documentation
If the previous owner does not respond and Google allows you to proceed, you’ll need to supply evidence showing your legitimate connection to the business. This evidence can include:
- A current business license that matches your name and business name
- Utility bills associated with the business location
- Photos showing the storefront with signage
- A lease or mortgage for the business address
- Your company website or social media with matching contact info
Make sure all documents clearly display your business name and address to avoid delays in verification.
6. Contact Google Support
If no verification options are available after the waiting period or you encounter issues uploading proof, reach out to Google Business Profile support directly through one of the following channels:
- Google Business Support Contact Form
- Twitter: @GoogleMyBiz
- Facebook: Google My Business Facebook Page
You’ll be prompted to describe your issue, which may include verifying your relationship to the business via additional documentation or photos.
Tips for a Successful Reclaim Attempt
Provide Clear Correspondence
Be clear and concise in all correspondence with support. When uploading documents or submitting forms, label files properly (e.g., “BusinessLicense_YourBusinessName.pdf”) and ensure legibility.
Document Historical Ownership
If the business recently changed ownership, including documentation like the sales agreement or transfer records adds credibility to your claim.
Stay Professional
It’s not uncommon for these situations to feel frustrating, particularly if the previous owner is unresponsive. However, remaining professional in all communications increases your chances of getting assistance quickly.
Timeframe and What to Expect
Reclaiming a GMB listing when the previous owner is unreachable typically takes between 10 to 30 days, depending on verification complexity. During this time:
- You may receive emails requesting additional documentation.
- If approved, ownership will transfer to your GMB account.
- You’ll be able to update hours, services, photos, and respond to reviews.
Note: If another legitimate party disputes your claim, Google will involve both parties in a resolution process, so keep all your documentation in order.
After You Gain Control
Audit the Listing
Once you’ve obtained ownership, review every section of the listing. Check for outdated hours, photos, service descriptions, and ensure your contact information and website URL are correct.
Enable All Features
Make the most of your listing by activating the following features:
- Google Posts: Share offers, news, and updates
- Messaging: Let customers communicate with you directly
- Insights: Track performance metrics over time
Protect Your Access
Finally, be sure to add other trusted team members as managers under the “Users” section of the dashboard. This helps guard against future ownership issues if key personnel leave the organization.
Conclusion
While dealing with an unresponsive previous owner of a Google My Business listing can feel daunting, following Google’s structured process and being thoroughly prepared increases the likelihood of reclaiming your listing successfully. Having control of your GMB presence is not just beneficial—it’s a crucial part of your local SEO and reputation management strategy. Take the time to do it right, and your business will reap ongoing rewards in terms of visibility, trust, and engagement.