Ex-Employee, Old Agency or Family Member Controls Your Google Business Profile? How to Take Back Ownership

Quick answer: Check Business Profile settings → People and access to see who is the primary owner, owners and managers. If you're an owner, remove anyone who shouldn't have access. If someone else is the primary owner, ask them in writing to transfer primary ownership to your Google account. If they refuse or can't be reached, use Google's "request access" process from your own account; the current owner gets time to respond, and if they don't, you may be able to claim it through verification. Afterwards, keep your own account as primary owner, add others only as managers, and use two-step verification.

Many Indian businesses had their profile created by a nephew, a staff member, a web designer or an agency years ago. When that person leaves, the business discovers it doesn't control its own listing.

Why this matters

The primary owner can change your name, phone, website and hours, read and reply to reviews, remove other users and even delete the profile. You must control it.

Step 1: check who has access

If you can log in to the profile:

1. Open your Business Profile on Google Search or in the Maps app.
2. Go to the menu → Business Profile settings → People and access.
3. See who is the primary owner, owners and managers.

If you can't access it at all, you'll need to request access (request ownership).

Roles explained

• Primary owner: full control; only one per profile.
• Owner: can manage users and most settings.
• Manager: can edit info, post and reply, but can't manage users or delete the profile.

Give staff and agencies the manager role only (add manager or owner).

Step 2: if the person is cooperative

Ask them to:

1. Add your Google account as an owner.
2. Transfer primary ownership to you.
3. Remove themselves or step down to manager.

Do this in writing — WhatsApp or email — so there's a record. For agencies, ask for a handover of all accounts: website domain, hosting, Google Search Console and Analytics as well (choosing an agency).

Step 3: if they refuse or can't be reached

From your own Google account:

1. Search your business on Google Maps.
2. Select "Claim this business" or "Own this business?", then "Request access".
3. Fill in the form; Google emails the current owner.
4. The owner has a few days to respond.
5. If they don't respond, you may see an option to verify and claim the profile.

If they deny the request, you can appeal with proof that you own the business: GST, Udyam or shop licence, utility bills and photos of signage (claim this business not showing, GST and Udyam).

Step 4: secure the profile

• Make your own Google account (one you'll keep for years) the primary owner.
• Add one trusted owner as a backup — a partner or family member.
• Give staff and agencies the manager role only.
• Turn on two-step verification for owner accounts.
• Use a business email, not a staff member's personal email (Google Workspace).

If a former owner is changing your details

If a former employee or partner is making unwanted edits, remove them immediately if you're an owner. If they're primary owner, follow the request-access process and contact Google support with evidence. In business disputes between partners, legal advice may be needed (business partners split).

If an agency holds your profile "hostage"

Some agencies refuse handover unless you pay. Your business information belongs to you. Request access through Google, provide proof of ownership, and check your contract. Keep communication professional and written.

Duplicate profile workaround — avoid it

Creating a new profile because you can't access the old one usually creates duplicates, and reviews stay on the old listing. Recover the original instead (duplicate listings).

If the profile was hacked

Unknown owners appearing suddenly may mean a hack, not a former employee (hacked or lost access).

When the business changes hands

If you've bought a business, ask the previous owner to transfer the profile as part of the handover (transfer to new owner).

Example: a clinic and its ex-receptionist

A clinic's profile was created by a receptionist using her personal Gmail. After she left, the clinic couldn't reply to reviews. The doctor requested access; the former receptionist didn't respond within the period, and the doctor verified ownership by video. The clinic now uses a clinic email as primary owner.

Example: an agency dispute

A restaurant ended its contract with an agency that held primary ownership. The agency demanded payment to hand over. The owner requested access with FSSAI registration and signage photos; after a short appeal, ownership was granted.

Checklist

• Check People and access
• Ask the current owner to transfer in writing
• Request access through Google if needed
• Appeal with ownership proof
• Make your own account primary owner
• Add a backup owner
• Give staff and agencies manager roles only
• Turn on two-step verification

Key takeaways

• The primary owner controls everything — make sure it's you.
• Google's request-access process works when owners don't respond.
• Managers, not owners, for staff and agencies.

Sources and further reading

• Google Business Profile Help — request ownership: support.google.com/business
• Manage multiple profiles as an agency

Keep a simple access register

Write down every online account your business uses: Google Business Profile, domain, hosting, website admin, Search Console, Instagram, Facebook, WhatsApp Business and payment gateways. For each, note who the owner is, who else has access and when access was last reviewed. Review the register whenever someone leaves.

Frequently asked questions

Who should be the primary owner?

The business owner, using a long-term account.

What if the ex-employee won't respond?

Use Google's request-access process.

Can an agency refuse to hand over my profile?

You can request access and prove ownership.

Should I create a new profile instead?

No — that creates duplicates; recover the original.

What role should staff have?

Manager.

How long does request access take?

Usually days to a couple of weeks.