Short answer: If both listings are the same business at the same place, report the extra one on Google Maps: open it, use Suggest an edit and report it as a duplicate. Google reviews the request and may merge them, combining the reviews. If both profiles sit in your own account, you can remove one instead, but you'll lose its reviews.
Why it matters
Google allows one profile per business. If Google treats a profile as a duplicate, it says that profile won't show on Search or Maps. Two listings can also show customers different hours or phone numbers.
Which fix fits your case
- Same business, same place, two listings: report it on Google Maps with Suggest an edit. Google says a merge only works if both are the same business with the same info. Reviews are combined, but replies to reviews may be lost.
- A listing for a business that no longer exists (an old name at your spot, for example): mark the place as nonexistent on Maps. If Google accepts it, the page is removed along with its reviews, photos and posts.
- Both are in your own account: you can remove one in your account settings, but you lose its reviews, photos and posts. Google suggests reporting a merge instead to avoid that.
- You moved: don't make a new profile. Edit the address on the one you have. Google says reviews usually move with an address edit.
When to contact Google support
Google says to contact support if you accidentally created a new profile instead of updating your address, or if you reported a duplicate and haven't heard back within 72 hours.
What isn't a duplicate
Two different businesses at the same address can each have a profile if they have different names and their own visible signage. One business with two kinds of services, like a salon that also does brows, should add services to one profile, not create a second one.
Also asked
Will I lose my Google reviews if two listings are merged?
Google says the reviews from both profiles are combined, but replies to reviews may be lost.
How long does a Google duplicate merge take?
Google doesn't give a set time. It says to contact support if you haven't heard back within 72 hours of suggesting the edit.
More answers: Someone else controls my Google listing. How do I get it back? · Can I have a Google Business Profile without a storefront? · Google suspended my business profile. What do I do? · All answers →
Sources
- Google Business Profile Help, "Merge duplicate Business Profiles": https://support.google.com/business/answer/12755979
- Google Business Profile Help, "Resolve duplicate profiles & ownership issues": https://support.google.com/business/answer/12756178
- Google Business Profile Help, "Guidelines for representing your business on Google": https://support.google.com/business/answer/3038177