Having trouble connecting your Google Business Profile (GBP) location to the platform? This guide walks you through the most common causes and how to fix them. Start with the checklist below. If the connection still doesn't work, follow the troubleshooting steps in order.

Step 1: Check your current connection status

The illustration below shows how to read your current connection status. Please review it before continuing.

Step 2: Make sure you meet the connection requirements

To connect a Google location successfully, check that:

1. You have at least Manager access to the location in Google Business Profile. Learn how to check your access level.
2. The address of your Google location is visible and matches the address in the platform. If it doesn't match, the system can't find the right location to connect.
3. The store code in Google matches the location identifier in the platform.
4. You are logged in to the Google account that manages the location when you go through the connect flow.
5. You allow all permissions when Google asks during the connect flow.

Step 3: Troubleshoot the connection

Work through the questions below in order. Each answer tells you what to do next.

A. Is a Google account connected to the platform?

• Yes: go to B.
• No: go to D to check your location in Google Business Profile first.

B. Are you connecting an existing Google location, or creating a new one?

• Connecting an existing location: go to C.
• Creating a new location: go to J (Cleansing).

C. Is the location managed by the Google account you connected?

Log in to the Google account that is connected to the platform and look for the location.

• Yes: go to D.
• No: disconnect the location in the platform and reconnect it using the Google account that manages it.

D. Is the location verified in Google Business Profile?

Search for the location in your Google Business Profile account and check the Status column.

• Yes, it shows Verified: go to G.
• No: go to E.

E. What status does the location show?

• Suspended, Disabled or Pending: Google needs to resolve this. Contact Google Business Profile Support. For a suspended location, you can also submit a reinstatement request.
• Verification needed: verify the location in Google Business Profile, then try connecting again.
• Duplicate location: go to F.

F. The location is marked as a duplicate

Can you request access? Google shows a "Request access" option when the location is a duplicate of one managed by someone else.

• Yes: request access to the location from its current owner. Once you have access, try connecting again.
• No:check whether the duplicate status is correct.
  • If the duplicate status is correct, go to G using the original location.
  • If the duplicate status is not correct, contact Google Business Profile Support.

G. Does the location data match?

Open the location in Google Business Profile and in the platform side by side. Compare the name, address, category and coordinates. You can validate your address with the Google Geocoder.

• Yes, everything matches: go to H.
• No: fix the inaccurate data. Then allow up to 24 hours for the system to update the connection status.

H. Are your locations organized in business groups (formerly location groups)?

• Yes: go to I.
• No: please contact our Support team for help.

I. Is the location in the right business group?

The location must be in the business group you selected when connecting to the platform.

• Yes: please contact our Support team for help.
• No: transfer the location to the correct business group, then restart the connect flow.

J. Cleansing (for new locations)

Before a new location can be created on Google, the platform checks and cleans up its address data. This is called cleansing. Read the Cleansing FAQs.

Is your location cleansed?

• Yes: allow the system 24 hours after cleansing to create the location. If it still hasn't been created after that, please contact our Support team.
• No, and it shows an "Unsuccessful cleansing" message: review and correct the location information in the platform. Then allow up to 5 days for the location to be cleansed.
• No, with no error message: allow up to 2 days for the location to be cleansed. Alternatively, log in to your Google Business Profile account and create the location yourself, then connect it.

Helpful links

• Google Business Profile account log-in
• Contact Google Business Profile Support
• Validate your address with the Google Geocoder
• Submit a reinstatement request to Google Business Profile
• Transfer a location to a different business group
• Cleansing FAQs

Still having trouble? Contact our Support team and include the location name, your platform location ID and a screenshot of the location's status in Google Business Profile. This helps us resolve your request faster.