Google Business Profile – Live Video Call Verification Tips

In what might be my most stupid test yet, I got my Google Business Profile suspended.

I did this to test Google’s “Live video call” verification option.

Over the years, I’ve helped optimise 100s of GBPs, and in this time I’ve seen Google become notably strict, particularly in 2024-2025 with Google Business Profile verifications, and many struggle with the video verification process.

For the average business owner:

• It can be hard to know exactly what to capture

• You can fail the video submission easily

• It’s likely you got to this point in the first place and don’t know why

Fortunately, there is another verification option instead of the dreaded “Business video” submission. You can request a “Live video call”:

Before You Make Business Profile Changes

Firstly, if you need to update your business details on Google, be warned:

• Simply changing your address will suspend your listing instantly. Many business owners do this as it seems like such a quick and easy thing to do. Don’t.

• If your brand name is changing, it’s likely your listing will get suspended too.

If you are moving or rebranding, do your GBP changes last. First update your business information on:

• your website

• your major citations

• your social channels

Google uses this data to validate changes.

Prepping for a Live Video Call

As part of the video submission or live call process, Google will require offline, in-person validations via a video. These are:

• You need a mobile phone with access to the Google Business listing.

• I also recommend having your laptop/computer open and logged in.

• “Permanent fixtures”. Yes you need a real sign which can be seen to be fixed into place. This can be a sign nailed into a wall/fence. For me, I quite literally had to “show the nails”.

• Be at your current location. Duh… but you need to show a street view.

• “Proof of management”. Keys to an office, opening a cash register etc.

• If you note “My business has a physical location but travels to work at customers’ locations” in the verification process, you will need to show your vehicle, the number plate, the speedometer and turn the car on!

• A bill or an invoice with your address on it.

• and patience….

How to Get a Live Video Call Option

Firstly note that this option may not be available for all businesses. But you should at least try. If it does become available, it will only be within your respective business opening hours.

By default, this live video option is not there on the verification tab. It’s likely you’ll see just “Business video”:

Here are the steps to follow:

1. Trigger the option

You need to manually trigger the live call option by going through Google’s support. You can get to Google’s support option here:

https://support.google.com/business/gethelp

From here, submit your request for a live video verification call. Quickly detail that you need support with the video verification process:

Support will then come back to you via email and the option will become available.

2. Start a text chat

1. Go to your Business Profile.
2. Tap Get verified > Live video call > Next.
3. Select your language.
4. To start a text chat with the next available support representative, tap Start call.

3. Show your business through video call with a mobile device

1. When a representative is available, they’ll help you join a video call.
2. To show your business location and ownership, use the camera on your device.

This is pretty much a facetime chat with a Google Representative. Walk around following their instructions.

During the live call, you can expect to do the following things:

1. Show a street view and film your “permanent fixture”.
2. Walk to and unlock your office.
3. Operate office equipment, such as a computer or cash register.
4. Show details of any utility bill with your business name and address on it.
5. Operate a vehicle if you selected you “visit customers” in the verification support steps.
6. Run through any required updates to your GBP on your computer. It’s likely the Google agent will tell you what needs to be changed. Such as:
   • Set your service area to your suburb, not city. You can add more later, so don’t stress here.
   • Change/add business categories.
   • Add more business attributes.

Verification time

Google always notes to wait up to “5 working days” to be verified. Normally it’s much faster than that.

When you’re business is verified, you will be notified via email.

If you need to add other managers to your listing, you can now do this.

Next steps

Now that you’re verified, it’s time to optimise your Google Business profile to start climbing those local ranks!

If you want this entire process done for you, view Intellar’s local SEO services, or book a quick chat with a SEO consultant here.