|I have exhausted all points in the ""We currently do not support this location" on your listing" FAQ and have given it time||jbraatz111||6/5/12 9:44 AM|
Note: Users in the forum can't help if you don't give them all the details. Please provide the following information.
What's the issue you're experiencing?
I need help. Our link is completely gone for Rossi & Rovetti Flowers in San Francisco (usually shown in Google Maps when doing a search for the long tail keyword of 'San Francisco Florist'). It has been showing the "We currently do not support this location" on your listing" since the Google Plus + Local Places software update went in. I've tried everything in the FAQ and have waited ; is there anything else ?
Link to Places listing:
None, at present. ( www.rossirovetti.com )
Business name (as it is in your account):
Rossi & Rovetti Flowers
Business location: Street address, City, State/Province, Country
555 California Street
San Francisco, Ca 94104
Business telephone (as it is in your account):
Business category (e.g. hospital, etc.):
Thank you in advance!
|Re: I have exhausted all points in the ""We currently do not support this location" on your listing" FAQ and have given it time||Jade W.||6/5/12 9:55 AM|
@jbraatz111, if your business doesn't conduct face-to-face business at location, you should hide the address, as it states in the quality guidelines (http://support.google.com/places/bin/answer.py?hl=en&answer=107528). Try going in and editing your listing to hide the address.
|Re: I have exhausted all points in the ""We currently do not support this location" on your listing" FAQ and have given it time||jbraatz111||6/5/12 10:33 AM|
Thank you Jade. As we're a Florist, we do both, we indeed have both face-to-face at our location plus we deliver to a radius. So I had always interpreted the quality guidelines that our listing was correct.
However, to try and get our listing live again, I took your advice and changed it so that it's configured to be 'No, all customers come to the business location" (which does show the address, but that's what we'd like). It still is showing up with the ""We currently do not support this location" on your listing" error, but I will wait a day (or two or three?) to see if it just needs to update the system.
Quick question. There's another florist now in our building (it's a skyscraper, everyone has the same address). Is there a way to verify that we're not "punished" by this from the places standpoint?
Thank you in advance for your help.
|Re: I have exhausted all points in the ""We currently do not support this location" on your listing" FAQ and have given it time||Linda Buquet ~||6/5/12 10:54 AM|
Jade this looks like a walk in florist location - a storefront that also does delivery.
Here is a pic of the retail location. http://www.rossirovetti.com/scripts/aboutus.asp
I'm wondering however about your address being listed as "Concourse Level". Is that entered on the 2nd address line? I wonder if it's kosher?
I mean I realize that's WHERE you are descriptively you'd want to tell people that. But what is the actual mailing address? Is that it?
I also wonder if this would be classified a business within a business - if you are just out in the entryway sort of, instead of having a suite and your own separate location.
(Sort of like a Starbucks right inside a grocery store.)
Additionally I wonder about the address of the other Florist. Do THEY have a suite # or how is their address formatted?
|Jade W.||6/5/12 11:33 AM|
Aah - a florist that also does delivery. Thanks for the clarification, guys.
All very interesting points, Linda -- thanks! Wonder if hiding the address will do the trick or if it's any number of these other potential issues. @jbraatz111, Linda's got some great advice, here. :)
|Linda Buquet ~||6/5/12 11:52 AM|
When you say you've done all points in the do not support FAQ, that would have included #4, contacting support through
the troubleshooter link at: http://support.google.com/places/bin/static.py?hl=en&ts=1386120&page=ts.cs, right?
What day did you submit?
Answer some of my address Qs above and then we'll try to figure out where to go from here.
But bottom line, support will need to look at this listing to determine the problem and I assume they are pretty backed up, so there could be a delay right now.
|jbraatz111||6/6/12 9:46 AM|
Hi Jade & Linda,
So I updated the listing based on Jade's advice and I hid our address (though it always used to show up.. hmm). I put it back that we serve within 20 miles of our location. Attached is a screenshot of what is on the maps listing in the places tool.
Also, Linda thanks for your points - to answer your question, actually that is our official address - "Concourse Level," while we are our own store (not within another store), it's the 2nd tallest skyscraper downtown so restaurants, etc., all share that same designation/physical address. That's also the way the USPS recognizes us as well (no suite #). The other florist is also the same address. Since it's a multi-level skyscraper we all share the same physcial address on the Concourse or "shopping" levels of the building we're in.
It always used to work, which is why I was wondering if we got 'banned' somehow (anyway I can check this?) when an update happened. The other florist has been there for over a year, and also used to show up in in the 10 pack, but now does not. But they still show up on Google Maps when searching down for it. They are Podesta Baldocchi Flowers here:
And while the last reviewer was incorrect, it's in business, the two shops are separate companies. There can be confusion from the bot that looks us in the Financial District, it's common to have restaurants, shops, etc., share the same address here.
Thanks in advance for your help! I really appreciate it. Again, wondering if there is a ban of some sort since our listing still shows "We currently do not support the location" when I try to look at it.. it also shows that we are 'Active' in places.
Thank you guys again!
Rossi & Rovetti Flowers
|Linda Buquet ~||6/6/12 10:46 AM|
Well A) I don't think you should have to hide the address on a walk in retail location in a huge office building. I don't think that was the problem. Hiding address is mainly a problem for service area businesses that ONLY go out to customers and have a home address that does not accept walk-in customers, like a plumber.
B) Even though in real life your building and the different companies are set up as they are and the postman can walk in and find each business because he knows the set up, this I believe it a tricky situation for an algo to understand. Maps is set up around showing separate and distinct businesses based indiv addresses/suite#s etc. EVEN when there are lets say attorneys in the same office building with diff suites sometimes Google merges them. So aside from the do not support I expect you and the other florist could get clustered at some point.
I don't see any other problems with the listing. But support can see a bunch of back end stuff you and I can't see. So we just need to wait for them to investigate.
Sorry, I know it's concerning and frustrating.
|Jade W.||6/6/12 5:26 PM|
Did a deep dive on this one, and looks like it's part of the technical issue we're experiencing. I know it's frustrating, and we're working on pushing a fix out on this one as soon as we can.
|jbraatz111||6/7/12 9:40 AM|
Thank you for your help! Thank you too Linda for your help. I just wanted to make sure that our listing wasn't somehow blacklisted. Thank you for your assistance.
Rossi & Rovetti Flowers
|jbraatz111||6/8/12 12:47 PM|
One last question as I was pondering this today. Would it help, at all, if I completely deleted our listings and started them from scratch? Or is the recommendation rather to hold tight? I added another listing just to see if it was a verification issue, but I can delete that, I just didn't know if my anxiety is kicking in and I will cause more harm than good. ;-)
Thank you again
|Linda Buquet ~||6/9/12 11:55 AM|
My recommendation - hold tight.
That's a violation and could get you suspended. So you need to get rid of that second listing.
Here's advice I gave someone else.
It's super tough to predict how things like this will go and I don't have a crystal ball to predict when this will be fixed.
BUT in general (in most cases) I strongly advise NOT starting over with a new listing unless your listing is in a severe penalty state called purgatory. (This is not that.)
Starting over is in NO way a quick fix and could take MUCH longer than the bug fix may.
1) New listings have to start over in the index. It can take a week before they even show up at all.
It can take around 6 weeks before they ever show up in search. So it's as good as having a dead listing for about 6 weeks as far as new traffic goes.
2) Sometimes new listings never build up to their previous ranking. So even once new listing ranks it may be on page 3 where no one will see you instead of page 1 where you used to be. (or whatever)
3) Reviews are in part tied to CIDs so if you start a new listing you may lose all your reviews. Sometimes they reattach eventually but no guarantees.
4) If you start a new listing you MUST delete the old one because you can't have 2 - it could get you suspended.
5) The bug could be fixed in a matter of days and you'd be up again, instead of having all the negative consequences as a result of 1, 2 and 3 above.
Again, I can't advise because I don't know what's going to happen with this. Just sharing some facts and opinion.
|earlpearl||6/11/12 8:55 AM|
@JBraatz: This is several days after the event. Just wanted to add something from my own experience with a situation like this.
Basically there is nothing you can do!!! Yup. Its very frustrating. Its not like losing electricity or any other service from any other provider. Sit back. Its google's game and we don't have much input at all.
Sad but true.
|jbraatz111||6/11/12 10:26 AM|
Thank you Linda! I will do. I guess I didn't know if it was an issue with verification or something which is why I had created a 2nd one - I will delete it right away, but would you recommend deleting the original listing or the one that I newly verified with a postcard? I didn't know if you had any thoughts there, I will delete whichever one makes the most sense, they both contain the same information.
|Linda Buquet ~||6/11/12 10:41 AM|
If it were me I'd delete the new one. I think there could be trust built up with more mature listings PLUS the new one will have a new CID so if you have reviews they may not attach to the new listing.
If the name, address and phone are identical on the new listing, then click delete >> remove from my account. (Do not click delete from maps).
|[email address]||6/12/12 10:59 AM|
We have watched our business plummet from 95% to 0% because of this problem. We rely on our google positioning for business and this has caused a major strain on our company economically.
We have our Palmdale Ca locksmith location right next door to a lock manufacturer. Could this cause a problem with our listing? We are unit B-102 and they are B-101.
Another location we have is in Lancaster Ca. I have learned recently that there is another business listed at our location that has moved. Can this also cause a disturbance in the Google places?
Can all this cause our "We currently do not support the location" problem which is causing our business to near failure?
Please help with any advice!
Locksmiths get hit hard! Mostly the honest ones!
|[email address]||6/12/12 11:14 AM|
Another thing...there has been a recent influx of listings from a "palmdale locksmith" location they list does not exist. I have a feeling this company is causing the legitamate locksmiths in this area problems. This company is located far from here and is a referral company only.
How can this be remedied? I think my listings will not return until this company and those like it are banished!
|jbraatz111||6/13/12 7:40 AM|
Thanks everyone for your help. Here is a response I just received from Google Help ( which is at local-help at google.com ) :
Thanks for your patience in waiting for an update on your
Google Maps listing. If you're still receiving the "We currently do not
support the location" error message, then your listing was affected by a
technical issue and there are a couple of things you can do to help restore it
to Google Maps.
First, review our quality guidelines: http://support.google.com/places/bin/answer.py?hl=en&answer=107528
If your location doesn't meet these guidelines, it may have been removed from Maps. Especially check out this article about service-area businesses, and hiding your address in case your business is at a residential location: http://support.google.com/places/bin/answer.py?hl=en&answer=177103
please remove your listing from your Google Places
dashboard by clicking "Delete" then "Remove my listing from my
Google Places account," then recreate the listing. You will need to
undergo PIN verification again if that was your original verification process,
but doing so may cause your listing to surface cleanly on Maps once you input
your new PIN.
Thanks for your patience and understanding with this process, and we hope to continue to improve your experience in Google Local and on Google Maps.
I did triple check this morning and we show up nowhere (at least relevant to Google Local). Everything appeared to be fine, and definitely on the dot in the quality guidelines. Whether this is a merge, deletion, unfair purgatory, I'm not sure ..but I deleted everything in our Google Places profile and started from scratch. I uploaded a picture of the shop this time, not just a picture of a flower arrangement of what we do (the first picture is our actual store front in our Places profile). I'll now wait for the mailed PIN to verify our location and keep everyone updated. We had some really nice reviews before but we do feel confident in that people will review us again over time. I do see others who have this problem, but what we're doing is generating some replacement sales through an email campaign or two and will have to re-evaluate a small adwords ad.
This is tough. Seeing business change is never fun, especially now that we'll likely have to reduce our staffing at our shop. I acknowledge that at least if I can get a listing active again it wouldn't be anywhere close on the ranking side. However, what we'll do is regroup and figure out a game plan for our business strategy. Personally, I think my lesson learned here, if this is helpful to others with the same problem, is that our business should look at the maps/local listings, even a well positioned organic ranking, as always icing - not the cake. Businesses, ours included, will have to rely on a different form that is a bit more reliable - adwords, etc., and rethink the cost structure, staffing, pricing, etc.
Thanks everyone I'll keep everyone posted,
|Martin2UK||6/13/12 8:19 AM|
if Google wan't more business owner to be on Google Local+, then they should be more helpful and give clear indications why business has been suspended?
suspending listing without valid reasons will drive out businesses from Google Local+. Suspending legit verified listing algorithmically is totally wrong.
|Linda Buquet ~||6/13/12 12:40 PM|
Thanks Jason and do keep us posted. I'm very curious to hear the progress on your new listing.
Martin said: "Suspending legit verified listing algorithmically is totally wrong."
|jbraatz111||6/21/12 8:49 AM||<This message has been deleted.>|
|jbraatz111||6/21/12 8:52 AM|
Not good news for us, it's the same error, "We currently do not support this location," problem on Google Local. I did everything that the Google Local help email I received back said: I deleted the listings completely and I started from scratch with a new listing. The email from Google Local support that I received noted that the technical problem that could have removed our listing originally from being online should be corrected (as of two weeks ago). I re-verified the listing by entering everything from scratch, waiting and entering the PIN from the mail, and then I waited for some time. I still receive the error, even though our listing has been verified and is showing as active.
Attached are screenshots of what I'm seeing on our listing. I read and reread the listing guidelines many times, and we're compliant to a T. Additionally, all other listings for the other florist at 555 California Street (our address) have been deleted from their local profiles.
There is no listing either on mapmaker.google.com . Which leads me to ask : is this still a software issue with the Google Local Base, or does the Google filter have a problem with our business (a florist)? We've been at that physical location since 1998, we showed up on Google Maps right away when it came out, and we've been in business since 1900, and at least if we had a sense that it could be something correctable?
|Jade W.||6/21/12 10:19 AM|
@jbraatz -- From my end, looks like your listing just went through verification 2 days ago, so this would be normal behavior. Usually that takes a week or two to go live. I know it's frustrating, and thanks for your patience.
|jbraatz111||7/6/12 9:26 AM|
I'm wondering if you would kindly look into this again for us . It's been 2 1/2 weeks since we verified the new listing entered (per the instructions from an email from Google Places support, which said to delete the listing entirely and re-enter one and re-verify). We did this through PIN verification around June 19, which is about 2 1/2 weeks ago - is it perhaps still that software glitch? Thank you for your generous help!
|jim.jaggers||7/6/12 9:56 AM|
The technical glitch is, unfortunately, still going on. It sounds like the delete and recreate recommendation has not been fixing anything. I think you will just have to wait for Google to fix things. Keep an eye on the thread below for updates.
|jbraatz111||7/12/12 10:44 PM|
Thanks Jim. I've watched other members in other forums indicate their struggles too. Too bad. A signal that a fix is very far off may be the email I just received from Google Local Support now:
Thanks for your getting in touch with us about your listing not displaying on Google Maps.
We have identified the cause of your listing not showing
and are working on establishing a pathway to revive dropped listings which meet
our quality guidelines.
We don't have a timeline which we can give for this, but
your submission helps us keep track of this problem and we will be reviewing
your listing once the fix is fully established.
The Google Team
...I wonder exactly what that means. Could it be over a year ? Just trying to do plan our business cutting based on this.
Rossi & Rovetti
|earlpearl||7/13/12 6:52 AM|
Is this an example wherein a listing is mysteriously taken down by mistake by google. The operator then deletes the entire listing and starts from scratch. One would think that would be sufficient to get a listing/a record back up in google+local.
Are we seeing some kind of "permanent penalty connected to the combination of a business name and address" internalized inside the google algo and the record for that business???
If not, what is occurring. Why doesn't the all new record simply go up???
|jim.jaggers||7/14/12 6:38 AM|
I have yet to hear of a case where the delete and recreate solution actually works.
|earlpearl||7/14/12 9:37 AM|
I know in most cases people in the forum don't get back to you when a situation is rectified. Do you guys follow up at all?
Otherwise your comment suggests that delete and recreate is a totally inappropriate suggestion and should be tanked..if its not working.
|Linda Buquet ~||7/14/12 1:00 PM|
I suspect so.
At one point support was saying to delete and start over. But I and some other TCs screamed loud and hard that that was NOT a good solution
for MANY reasons and Google just needs to fix this and MAKE IT RIGHT! So Google says they have put resources into trying to fix it instead.
Hence Jade's message here: https://productforums.google.com/forum/#!category-topic/business/SffU131-xg0
So deleting and starting over is no longer advised. Wait for a fix is the latest advice.
Per Jason's latest email from support:
Waiting I know is hard and I'm afraid with all the energy they are putting into getting G+ Local update finished
and other problems, this issue may not be getting the attention it deserves.
I've tried being patient. I'm about out of patience on this issue and the damage it's doing to small businesses.
|SharptonPainting||7/14/12 3:09 PM|
I have been checking these forums for several months.
Hi, My name is Kevin Sharpton.. I own the Sharpton Painting Company here in Nashville TN.
your posting brought my attention because almost two months ago we have had this same issue. I have spent tens of thousands with Google advertising. I have talked, YES TALKED to several people in the google places team. This is almost impossible, however I have connections and I have spent a fortune over the years. ANYHOW, I will tell you they are trying to resolve this issue... its is a MASSIVE problem they are trying to down play... they still have not resolved this issue.
All I can say is if I cant get it resolved its highly unlikely anyone can. It out of our hands.. and because its a free service we have to sit back and accept it.
It really sucks, and is very hard to accept.. but there is nothing we can do but wait.
And as for the competition getting the work, well I too was as the top spot, every key word having anything to do with my line of work I would always pull up top spot, so yeah... as for that, well that sucks too...
Again I have had my team my self and even my attorney on this... with no resolve...
So in saying that, if that didn't resolve it... all we can do is wait.
So for what this is worth, there is my side of this dreadful story.
|SonOfSylvanus||7/15/12 4:57 PM|
00.38 Sunday 15 July 2012, London, United Kingdom
Hi guys. Wow, our business has fallen into a deep dark ravine due to the "We currently do not support the location" problem! From top three listing for almost our entire service area to completely disappeared.
Having read about this for 4 hours tonight, I think that we actually fell foul of the quality guidelines as we do not serve customers at our business address, yet had not checked the "Do not show my business address on my Maps listing" box. What a harsh penalty for such a small mistake! (Did that option exist when I wrote the listing 4 years ago?) Meanwhile, we can expect enquiries to fall off a cliff (this may have already started) and the business to tank. We get the vast majority of our enquiries from Google Search results. It is particularly frustrating, as I know that at least half a dozen of our competitors have similarly incorrectly left this box unchecked, yet are still listed.
It is very depressing reading into this, as I have seen posts from as long ago as February 2012 with the same issue, as well as people complaining that they have been waiting weeks and months for a solution. I read above that people are saying to wait and be patient. But this doesn't really seem possible when livelihoods are at stake. Being a small business owner - an entrepreneur - and providing employment and income for families, is incredibly satisfying, honourable even. Time and again, it is the same small business owner's interactions with the corporate world that are terrifying and emasculating: the refused loan (all UK banks), the corrupted online banking system (Natwest/RBS), the mis-sold insurance (PPI), the downed phone network (O2), this Google location problem...
We will overcome.
|jbraatz111||10/3/12 7:38 AM|
Even after many months of waiting, we're still in the "We currently do not support the location" issue... anyone have more thoughts - we've deleted our listing and re-added it (after the recommendation from Google help folk on email, now this strategy has been since reversed) and it appears we're gone for good. :-(
Rossi & Rovetti Flowers
(San Francisco Florist)
|Brockton Pomykala||10/3/12 9:50 AM|
I have been seeing this issue since May. Once Google made their updates in late May to move to Google+ Local for businesses and replace the Star review system with the Zagat Score, listings has been lost. It is an internal "back-end error" from the responses of their emails. No definitive answer on what happen and why it happen. The closest I got was that it is a "pathway" they are trying to establish to recover dropped listings that follow guidelines. Here is a list of responses I have received:
As we can see, this is an issue that has been effecting businesses for months. Any explanation like "We lost data files in the update" or "an algorithm update had bugs that cause information to be misplaced" would work. Simply stating it is an internal issue and our engineers are working on it does not sit well with businesses. Competitors profiting from a business listing being down from an internal issue is very frustrating. Especially if that business spent time, money and effort to get that position and reviews. We just want a better answer that we can understand, not a run around of a mystery.
|jbraatz111||10/4/12 6:26 AM|
Quick question on those, Brockton (and thank you for your great msg!) -- I had gotten a few of those worded in different ways. But I used to be able to get a sympathetic ear (AKA those explanations) from local...@google.com but no longer. It replies with this:
Thank you for contacting Google. Unfortunately you've emailed an alias that does not receive direct email contact.
For questions about Google Places, please visit the Places Help Center:
For questions about Google Maps, please visit the Maps Help Center:
Thanks for your understanding!
The Google Team
I am seeing some discussion about Google+. Internally, are the Local center things being ditched in favor of putting a business on Plus? Or is there another email address now that Google-Local provides some help at?
|Brockton Pomykala||10/4/12 8:08 AM|
You can always use this link for any help issues:
Link I have saved now is:
I use these links to submit any reports or issues I am having with a places listing (Google+ Local). I highly recommend bookmarking these for future reference.
All in all, you will keep receiving the same message about establishing a pathway to restore dropped listings. After my post yesterday, this was the next response I got back:
Thanks for checking in on the status of your business listing.
We are working with our Engineering teams to establish apathway to revive your listing. Your submission helps us keep track of
this problem and we will be reviewing your listing. I'll also be following
up with you once your listing is reviewed.
Thanks for your understanding and patience.
It is the same message worded differently. We need some light at the end of the tunnel. Unfortunately, I just don't see that in the near future. We need an explanation or an estimated time line. Even it takes 4 more months, we will have that light.
|jbraatz111||10/23/12 11:26 AM|
Wow - the correspondance from Google Local is indeed similar - that the issue would be resolved within roughly a week.
It'd be helpful to know if one should just wait? - as you suggested (Brockton) - or do we work hard on something else? Ick. Jade, any way you could deep dive on this to see if there is an ETA?
|Linda Buquet ~||10/23/12 11:32 AM|
Did did a big update about the "Do Not Support" fiasco AND told Jason's story at my forum HOPING it would maybe help push things along.
Did anyone ever get a reply to the email that said we'll follow up in a week?
|Brockton Pomykala||10/24/12 2:49 PM|
I am on day 9 from the previous response of:
" Thanks for getting in touch with us. We understand your listing may not be
appearing on Google. We're currently working with our engineering team to
help us restore removed listings which meet our quality guidelines. Please
know that we'll follow up with you within a week to give you an update on
I have sent a follow up email today letting them know it has been over a week, letting them know I am just curious on any new updates about this issue.
If I hear anything back, I will post here.
|Linda Buquet ~||10/24/12 3:39 PM|
Thanks Brockton, keep us posted.
Waiting to hear back on the Forbes story.
|JoyHawkins||10/24/12 5:20 PM|
If the location doesn't exist you can report it as spam on Mapmaker. That's what I would do. I wouldn't feel bad about it either. If you're helping Google's data be more accurate/better, you're doing us all a favor :)
|Linda Buquet ~||10/24/12 8:11 PM|
Joy, did you maybe mean to make that comment on another post? Or did I somehow miss a comment here?
(I know it's easy to get lost, I do it all the time.) ;-)
This thread is about a RETAIL FLORIST in a huge office tower in downtown San Francisco that was wrongly removed by Google.
Past few posts are about all the support emails and fact they can't bring the VALID listing back. Nothing about spam in this one.
|JoyHawkins||10/25/12 6:49 AM|
I was responding to this last comment by [email address]:
"Another thing...there has been a recent influx of listings from a "palmdale locksmith" location they list does not exist. I have a feeling this company is causing the legitamate locksmiths in this area problems. This company is located far from here and is a referral company only.
How can this be remedied? I think my listings will not return until this company and those like it are banished!"
If I read the comment correctly, it sounds like they were wondering what to do about a competitor that's using a location that doesn't exist.
|Linda Buquet ~||10/25/12 9:23 AM|
Ahhh the comment from way back 4 months ago? I was only looking at recent comments.
|JoyHawkins||10/25/12 9:31 AM|
wow it was 4 months ago...I didn't even realize that. The formatting on the forum messes w/ me sometimes. On my screen it's the one right at the bottom so I thought it was the most recent. Whoops lol.
|Linda Buquet ~||11/21/12 10:18 AM|
I just posted about this at my forum because I'd done a big story about Jason's situation...
But Jason's listing is BACK! Rossi & Rovetti Flowers
|jbraatz111||11/21/12 12:20 PM|
Yah! Thanks for everyone's help. It's still not ranking (yet) but I'll wait it out. And I'm trying to fix the map marker but the edit keeps getting rejected.
So while the listing came back (sort of, this is a new listing because I followed the original advice of Google by deleting our long-time listing and recreating a new one. Probably why everything got reset), it's largely unseen when people do searching so we'll see in the coming weeks if we can work on ways to bring it at least visible to someone searching for us - 'San Francisco Florist'..
Thanks again Linda & everyone here
Rossi & Rovetti Flowers