Google Business Profile not showing up in LUME Hub: how to fix it
Updated
Quick answer
If your Google Business Profile doesn't show up in LUME Hub, the connected Google account is usually not the one that manages the profile. Other causes are a profile Google hasn't verified yet, an account that isn't an owner or manager, a permission left unchecked on Google's screen, and expired access. Each case shows its own message.
When you click "Conectar com Google" (Connect with Google) on the My Business screen and your business doesn't appear, or appears without numbers, the screen tells you why. The messages are in Portuguese, so each one is quoted below with a translation, from the most common cause to the rarest. The full connection walkthrough is in how to connect your Google Business Profile.
The connected Google account doesn't have the business
Message: "A conta {email} não tem nenhuma empresa no Google Meu Negócio. Se estiver em outra conta Google, conecte essa outra." (The account has no business on Google Business Profile. If it's in another Google account, connect that one.)
This is the most common cause: you signed in with a personal Google account, and the business profile lives in another one. Click "Conta Google" (Google account), then "Conectar outra conta Google" (Connect another Google account), and sign in with the account that manages the profile.
The profile isn't verified yet
Message: "O perfil ainda não foi verificado pelo Google." (The profile hasn't been verified by Google yet. Without verification, Google won't share numbers or allow review replies.)
Google only opens numbers and replies for verified profiles. Finish verification on Google, and once it's approved, choose the business again in LUME Hub.
The account isn't an owner or manager
Message: "A conta Google conectada não tem acesso a este perfil da empresa." (The connected Google account has no access to this business profile. Check that it's an owner or manager.)
Ask the profile owner to add your Google account as a manager, or connect LUME Hub with the owner's account.
The permission was left unchecked
Messages: "Faltou autorizar o Google Meu Negócio" (Google Business Profile wasn't authorized) or "Nenhuma permissão foi marcada na tela do Google." (No permission was checked on Google's screen.)
On Google's consent screen, the Business Profile permission box must be checked. Click "Conectar com Google" again and leave it checked.
The business is locked in the list
In the "Escolher empresa" (Choose business) window, a row may be locked with "Já está em outro perfil do Hub" (Already on another Hub profile) or "Ligado pela equipe" (Linked by the team). In the second case, there's nothing for you to do.
Access expired
Message: "O acesso ao Google expirou" (Google access expired). The button changes to "Reconectar com Google" (Reconnect with Google). Click it, sign in with the same account and approve again. Your history is kept.
My Business is missing from the menu or shows a lock
My Business is part of the Growth and Complete plans. On other plans, it shows a lock. Check your plan in Account and billing. Once everything is sorted, get back to responding to your Google reviews.
Frequently asked questions
Why don't I see yesterday's numbers yet?
Google takes a few days to finalize Business Profile numbers, so the dashboard period ends 4 days before today. It's not a connection error.
Can I connect a business marked “Já está em outro perfil do Hub”?
Not from this profile. That label means the business is already linked to another LUME Hub profile. Contact the team if it should be on yours.
How do I know which Google account manages my profile?
On Google itself, the list of people with access to your Business Profile shows owners and managers. Connect LUME Hub with one of those accounts.
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