After you connect your Google account, our system attempts to match the Google listings for each of your locations. You’ll know if any locations were unsuccessfully matched by taking a look at the “Locations” page. This can be found in “Settings” under the drop down menu by your name in the upper right hand corner of your account. The Locations page will provide you with a list of locations and the corresponding error code.
There are four types of issues that can occur:
- missing_reference_id
- missing_place_id
- conflicting_place_id
- missing_integration
Below you’ll find a description of each and how to solve them. If you have any questions or run into any roadblocks, email support@reviewtrackers.com and we’ll be happy to help!
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missing_reference_id
ReviewTrackers was unable to match the listing we have on file with a listing in the connected Google My Business (GMB) account. There are two potential issues that could cause this.
Potential Issue #1
The Google listing for this location has not been verified by your GMB account.
How to Solve - Issue #1
[ 1. ] Search for the location within your GMB account.
[ 2. ] If you’re unable to find the location, use this guide to claim the listing we have on file, and then this guide to verify it so that it will show up for your customers. If you learn that it’s already been claimed by someone else, follow this guide.
[ 3. ] Once you’ve verified that the listing is now part of your GMB account, allow a few hours and recheck the issues page to see if it’s been resolved. If it hasn’t, contact support@reviewtrackers.com so we can further troubleshoot with you.
Potential Issue #2
The Google listing we have on file could be different from the one you’ve claimed.
How to Solve - Issue #2
[ 1. ] Compare the listing in your GMB account to the listing in ReviewTrackers. Does it match?
- Yes, contact support@reviewtrackers.com so we can further troubleshoot it.
- No, move to step 2.
[ 2. ] Determine which of the two listings you’d prefer to use.
[ 3. ] If the correct listing is not in ReviewTrackers, delete the old URL and add in the correct URL. Here is a how-to guide for updating your URLs.
[ 4. ] For the listing you choose not to use, we recommend flagging it with Google to either merge the two or have it deleted. Here is a how-to guide for that.
[ 5. ] Once you’ve updated the listing in ReviewTrackers, wait a few hours and recheck the issues page to see if it’s been resolved. If it hasn’t, contact support@reviewtrackers.com so we can further troubleshoot with you.
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missing_place_id
A Place ID is a unique code assigned to a location by Google. This location has not been given a Place ID in ReviewTrackers.
How to Solve
At this time, this can only be updated on the backend by ReviewTrackers support. Send an email with the location name, address, and issue type to support@reviewtrackers.com.
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conflicting_place_id
A Place ID is a unique code assigned to a location by Google. ReviewTrackers has found two or more listings on Google with the same exact address. There are two potential issues that could cause this.
Potential Issue #1
This location shares a building/address with another business.
How to Solve - Issue #1
If this location shares an address with another business, it’s possible that the address on the Google listing doesn’t have a suite number. The suite number is an important differentiator between your business and the other. When this happens, Google is telling us that there are two listings for the same address.
[ 1. ] First, check your Google listing. Does it include the suite number? If not, update the address to include it.
[ 2. ] Once you’ve confirmed that Google has accepted the update, navigate to ReviewTrackers for next steps.
[ 3. ] Click on your name in the upper-right corner and select “Settings” from the dropdown. From there, select the “Locations” tab and search for the location.
[ 4. ] Click on the location name to open up the location detail page. Is the address correct? If not, use the Google quick search bar to update it. As you begin to type the business name and address in the search bar, Google will bring up suggestions. Select the correct one and watch our system update your location information automatically, including your Google Place ID.
[ 5. ] Don’t forget to click Save!
[ 6. ] Check the Issues page in a few hours to ensure the issue has been resolved.
Note: If your listing didn’t appear in the google quick search, contact support@reviewtrackers.com for assistance on navigating alternate solutions.
Potential Issue #2
There are two or more Google listings that exist for this location.
How to Solve - Issue #2
[ 1. ] Compare the listing in your GMB account to the listing in ReviewTrackers. Does it match?
- Yes. Contact support@reviewtrackers.com so we can further troubleshoot it.
- No. Move to step 2.
[ 2. ] Use this Google site: https://developers.google.com/places/place-id, to lookup the listings that exist on Google for this location. Type the business name and/or address into the “Enter Location” search box on the map.
[ 3. ] As you begin to type, it will dropdown a list of suggested search results. Select one at a time, and open the listing in your browser to review by clicking on the “View on Google Maps” link. After reviewing all options for the location, determine which of the two listings you’d prefer to use.
[ 4. ] If you haven’t already, claim your preferred listing with your GMB account.
[ 5. ] Once you’ve confirmed the listing is claimed with your GMB account, navigate to the location's address page in ReviewTrackers and click on "Review Sources". Do we have the correct listing?
- Yes. Great! Allow 24 hours and recheck the issues page to see if it's been resolved.
- No. Delete the Google URL from ReviewTrackers. Then on the location's address page, use the Google quick search to lookup and select the correct listing - similar to how you searched in step 2. Once it updates the details with the Place ID at the bottom of the page. Click Save!
[ 6. ] For the listing you choose not to use, we recommend flagging it with Google to either merge the two or have it deleted. Here is a how-to guide for managing duplicate listings.
[7. ] Once you’ve updated the listing in ReviewTrackers, allow 24 hours and recheck the Issues page to see if it’s been resolved. If it hasn’t, contact support@reviewtrackers.com so we can further troubleshoot with you.
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missing_integration
The authentication/connection of your Google My Business (GMB) credentials within the ReviewTrackers system has expired. We're unable to collect new reviews until you re-authorize on the Integrations page.
How to Solve
Within ReviewTrackers, navigate to Settings → Integrations and re-authorize ReviewTrackers for Google My Business (GMB). You should receive a confirmation that it’s successfully re-authorized, however we encourage you to check back in a few hours to ensure the issue has been resolved.