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Need Google's help to recover our company's orphaned Google+ brand account profile

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

My name is Matthew and I am a senior software engineer on the SEO team at Course Hero. Recently I have been working profile completeness and consistency across our social media sites.

 

Recently I learned that our Medium.com and Google+ profile accounts were inaccessible by anyone in our company. I was able to track down the name of the ex-employee who created the Medium account. Through working with our TechOps team we re-created her Gmail long enough to regain access to the Medium account and transfer the ownership over to the correct people internally.

 

Unfortunately this same recovery effort was not successful for our Google+ brand page. What makes things more confusing is that there seems to be a newer profile associated with our brand account but it is not the correct one I am trying to recover. I believe the original was created in 2011 but unsure who created it. It is verified, has our vanity URL, and has 1600 followers. The newer one I believe was created in 2016 but is rather useless with no followers.

 

If we knew who created the older one we could potentially recover the page using the same tactic used for Medium. We have tried 3 different email addresses of previous employees we thought may have created it but without any luck. These names came from searching Google Drive documents, all our Slack channels, code repositories, and from asking just about every active employee that has been at Course Hero more than 4 years. We have also tried creating a catch-all email address and then sending private posts to the account but I've been told nothing showed up related to Google+.

 

When asking around on the Google+ forums I was told it is possible the account became orphaned if a recovery of our GMB account took place. I am not certain if this is the case but if so it seems we might not actually be able to do anything on our end for the recovery. 

 

I feel as if I have tried everything I can think of and everything our TechOps team can think of. Is there anything anyone here can recommend or is there a way someone at Google can help?

 

Important Google+ profile attempting to recover for Course Hero: https://plus.google.com/+CourseHero

Irrelevant Google+ currently associated with our brand account: https://plus.google.com/109838274342032751483

 

 

Course Hero

2000 Seaport Blvd

Redwood City, CA 94063

https://www.coursehero.com/

 

Customer Support: 888-634-9397

Google Maps URL: https://www.google.com/maps/place/Course+Hero/@37.5109012,-122.2037288,15z/data=!4m5!3m4!1s0x0:0x35f...

1 Expert replyverified_user

Re: Need Google's help to recover our company's orphaned Google+ brand account profile

Top Contributor
# 2
Top Contributor
It appears that the G+ page with the verified seal is attached to your GMB profile. Visit this URL: https://myaccount.google.com/brandaccounts?hl=en

If it is tied to your GMB listing the brand account may appear there. (Be sure to login to the same google account that the GMB profile is attached to)
Ben Fisher, Google My Business Top Contributor
Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Find me on: Google+ | Twitter and Founder at Steady Demand - Social SEO 

Re: Need Google's help to recover our company's orphaned Google+ brand account profile

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi Ben,

Thanks for the quick response. Out of curiosity how can you tell the G+ page with the verified seal is attached to our GMB profile?

When I go to the URL you provided above I see our Brand Account. When I click on it and then on the G+ icon and then on "Profile", however, I am taken to this profile: https://plus.google.com/b/109838274342032751483/109838274342032751483 I am able to edit and update this page but this is not the one I am trying to recover.

The profile I am trying to recover is https://plus.google.com/+CourseHero

Oddly enough it seems to be part of the same account under the following URL: https://plus.google.com/b/109838274342032751483/+CourseHero

This is very confusing. It appears the page in question is somehow orphaned and I cannot access the page for editing the profile.

Re: Need Google's help to recover our company's orphaned Google+ brand account profile

Top Contributor
# 4
Top Contributor
Interesting if you can get to https://plus.google.com/b/109838274342032751483/+CourseHero you should be able to get to it.
Ben Fisher, Google My Business Top Contributor
Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Find me on: Google+ | Twitter and Founder at Steady Demand - Social SEO 

Re: Need Google's help to recover our company's orphaned Google+ brand account profile

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

The +CourseHero profile does not provide me the ability to edit it but I can edit the brand account profile that appears when I click on the "Profile" link in the menu on the left.

 

https://plus.google.com/b/109838274342032751483/+CourseHero

Screen Shot 2018-07-25 at 5.40.37 PM.png

https://plus.google.com/b/109838274342032751483/109838274342032751483

Screen Shot 2018-07-25 at 5.39.09 PM.png

Re: Need Google's help to recover our company's orphaned Google+ brand account profile

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
Would love to hear your response to my update here Ben

Re: Need Google's help to recover our company's orphaned Google+ brand account profile

Top Contributor
# 7
Top Contributor
There is no easy answer here. The one with the verified badge should be editable if you are logged into the account that owns that page. I am at a loss really. I would continue to ask for help in the G+ community.
Ben Fisher, Google My Business Top Contributor
Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Find me on: Google+ | Twitter and Founder at Steady Demand - Social SEO