Short version: Google says it doesn't charge for a Business Profile, will never ask for a one-time password (OTP) or PIN, and will never try to convince you to pay to maintain, verify or reinstate your profile (source). If someone calls pretending to be from Google, Google's advice is to hang up and not press any buttons (source). Everything below is from Google's own help pages, linked in each section.
What Google says these callers do
Google warns business owners to beware of phone calls, emails or text messages from people who offer to help with a Business Profile in exchange for money, including people or companies claiming to be Google support or Google employees (source). On its page about fraudulent calls, Google says these callers might say they work "with Google" or "for Google," and that they sell different schemes and online marketing services (source).
What Google says it won't do
- Charge for the profile. Google says it doesn't charge for this service (source).
- Ask for a one-time password or PIN. Google says it will never ask for either (source).
- Make you pay to keep your listing. Google says it will never try to convince you to pay to maintain your Business Profile, including having it verified or reinstated (source).
- Take payment or promise placement on a call. Google says its operators will never ask you for payment information over the phone or promise you a special spot in its products, and that you won't be asked to sign up for a service, pay money, or give personal info (source).
What Google says about outside companies
Google's tips for working with third parties list warning signs (source):
- Promising placement. Google says third parties can't promise or directly influence where your business shows on Google Search or Maps through any special means.
- Claiming to work for Google. Google suggests asking for the person's name and asking them to email you from their "@google.com" address. If they can't, Google says they likely don't work for Google.
- Threats. Google says third parties can't remove your business from Google or access your profile without your permission, and only profile owners control who has access.
Calls that really are from Google
Google says it does make some automated calls, for things like checking your business info on Google Maps. You'll hear that the call is from Google and why it's calling, and you can opt out by saying so on the call (source).
What Google says to do
- On the call. If someone calls pretending to be from Google, hang up. Don't press any buttons, even if the voice prompt tells you to. Google says pressing buttons might lead to more suspicious calls (source).
- If the calls keep coming. In the US, Google points to a complaint with the Federal Trade Commission through donotcall.gov, or with the Federal Communications Commission. Google also has a webform for reporting calls that pretend to be from Google (source).
- Check who has access. Google recommends limiting profile access to essential owners and managers, removing people who no longer work for you, and not approving access requests from people you don't know (source). Google explains owner and manager roles and how to remove someone here (source).
- Stay an owner. If a third party manages your profile, Google says to make sure you still keep access as an owner (source).
If you do want outside help
Google says you can consider working with a third party, and suggests getting an official copy of the agreement that clearly details the services and their costs, then reviewing your profile's performance each month (source). When we manage a profile, you add us as a manager from inside your own profile, and you stay the owner.
Want a second set of eyes?
That's part of our free Map Check. Send your business name and phone, and we look up your listing the way a customer in your town would, then send a screen-recorded video, about 3 minutes, flagging anything that looks off plus the three fixes we'd make. We never ask for a password or a code, and it costs nothing.