Why did calls from my Google Business Profile suddenly stop?
How to tell whether Google suspended or restricted your profile, what the appeal asks for, and what not to do while you wait.
When calls from Google stop overnight, check the profile itself before you blame the season or the ads. Google says it may suspend or disable Business Profiles that do not follow its guidelines, and content from an unverified profile might not appear across Google. Sign in to the account that manages the profile and open Google's appeals tool, which lists any decision against the profile, the reason, and whether it can be appealed.
A sudden drop with a clean cutoff date points at a change to the profile. A slow slide over weeks points somewhere else, such as fewer searches, a competitor, or reviews. The appeals tool is the fastest way to rule the first cause in or out, because it shows the date of each decision and a link to the policy Google says was broken.
If there is a decision, Google's help pages describe the appeal in four steps. Confirm the Google Account tied to the profile, select the profile, select the decision, then add evidence and a short explanation and submit. If the whole account is restricted, the restriction has to be lifted first from the My accounts page, and only then can the profile be appealed.
The evidence Google lists is ordinary paperwork: an official business registration, a business license, tax certificates, or utility bills for electricity, phone, water or internet. The business name and address on each document have to match the profile. A mismatch here is an avoidable way to lose an appeal. If you moved, renamed the business, or list a suite number on the profile that is missing from your lease, fix the profile or find a document that matches it before you submit.
Three rules in Google's help pages are worth reading twice, because breaking them makes things worse. An appeal can be submitted only once, and further review is possible only after a reinstatement request is denied. You should not send several appeals for the same issue before a decision arrives; Google says reviews can take up to 5 business days and the decision comes by email. And you should not create a new profile for the same business. It looks like the easy fix, and Google tells you not to do it.
A business with 10 or more suspended locations uses a bulk option instead, attaching a spreadsheet of profile IDs with the supporting documents.
If the appeals tool shows nothing and the profile is verified, the cause is somewhere else in the chain from search to phone call. The number on the profile may be wrong, a call-tracking number may have lapsed, or the calls may still be coming and going unanswered. Ring your own number from the profile and see who picks up.
That is the general rule for a quiet phone: find the one stage that stopped before you spend money on the others. The six questions on this site help you name which stage it is and point you to the fix that matches it.