An accurate and current telephone number is a fundamental component of a business’s online presence. When a business changes its contact information, updating the number displayed on Google Search and Maps is necessary to maintain reliable communication. This publicly visible contact detail serves as a direct line for potential customers seeking immediate information or services. Ensuring this information is correct supports the functionality of features like click-to-call on mobile devices.
Verifying You Are the Profile Owner
Before making any edits, confirm you are logged into the Google account associated with the business. This account must possess managerial or ownership access to the specific Business Profile. The easiest way to initiate the process is by searching for the exact business name on Google while logged in. A box will appear above the search results, displaying a “Manage Profile” button or similar prompt, which confirms administrative access. Alternatively, access can be gained through the Google Business Profile Manager dashboard, which lists all profiles linked to the account.
Step-by-Step Instructions for Changing the Primary Phone Number
Once access is verified, navigate to the section designated for business information, typically labeled as the “Info” tab or “Edit Profile.” Locate the contact information field displaying the current phone number and select the pencil icon to begin editing. A window will open where the new telephone number can be entered, ensuring the correct country and area codes are included.
It is recommended to enter the number using a standard format, such as all digits, as the system formats it for public display upon saving. If the business uses multiple contact numbers, designate the new entry as the primary contact method appearing in the main knowledge panel. After entering the number and designating it as primary, select the “Save” or “Apply” button to submit the change.
The submission is not an immediate publication, as the change enters a queue for internal review. The profile manager will display a confirmation that the edit is pending or “Under Review.” Ensure the number entered is a direct line and not a premium-rate number, as these are often flagged and rejected during the review process.
Understanding Google’s Review and Verification Process
After submitting the new phone number, the edit moves into a “Pending” status. This indicates that Google’s automated and manual systems are reviewing the change to verify its accuracy against existing data points, such as the business’s website or official records.
The duration of this verification period varies. For well-established businesses, approval may take only a few minutes. For profiles undergoing their first major edit or those with less established digital footprints, the process may extend. While many changes are approved within a few hours, the process can take up to 72 hours before the new number is published on Search and Maps. If the system detects a low confidence level in the submitted data, the edit may be rejected. Monitoring the Business Profile Manager dashboard is the only way to track the transition to “Approved” or “Live.”
Addressing Inconsistent Information Sources
A common issue is when a newly approved phone number reverts back to the old one, indicating a conflict with external data. Google employs algorithms that cross-reference information from the web to maintain data integrity. The system looks for consistency in the Name, Address, and Phone number (NAP consistency). If the Business Profile’s number conflicts with information found on other high-authority online sources, the system may automatically revert the change, defaulting to the number it deems more credible.
To prevent this reversion, proactively update the phone number across all major online citations. This includes the business’s official website (footer, contact page, and schema markup) and all major social media platforms, such as Facebook and LinkedIn, to eliminate conflicting signals.
Systematically update your listing on prominent online directories, including Yelp, Yellow Pages, and industry-specific aggregators. These act as significant third-party verification sources. Inconsistency across these citation sources creates a data conflict. By ensuring the new number is published and indexed across these external sources, the business signals to Google that the change is legitimate and permanent, minimizing the risk of the profile defaulting to outdated contact information.
Recovering an Unclaimed or Lost Business Profile
If a business owner needs to change the number but lacks access because the profile was never claimed or the original manager is unavailable, they must initiate an ownership transfer request. Start by searching for the business name and clicking the prompt that says “Own this business?” or “Claim this business.”
You will then be guided through steps to prove affiliation with the company. Google offers several verification methods, the most common being a postcard mailed to the business address containing a unique code. Some businesses may qualify for instant verification via phone call or email, provided the profile’s contact details are current and accessible.
If the profile is already claimed by an unknown party, the system allows you to request access from the current owner. If the existing owner fails to respond to the transfer request within three days, you may proceed with standard verification methods to assume control of the profile.