When someone uses Google Voice to call an emergency number, Voice sends their service address to emergency services. As an administrator, it’s important to make sure your users’ service addresses are correct and up to date. You can check and change addresses in the Google Admin console.
About service addresses
Every user needs a service address for their location. The service address must be entered correctly for emergency services. As an admin, you can add, update, or correct the address for your users.
Note: When adding or updating service addresses for your users that are a part of a block, all numbers in the block must be listed to the same service address.
Check or change a service address
Verify users' service address
You can see users who have an incorrect or incomplete service address.
- Sign in with an administrator account to the Google Admin console.
If you aren’t using an administrator account, you can’t access the Admin console.
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- Click Users.
On the Userspage, you can review the details of each user that has a Voice license. - At the top of the page, click Filters Address Registration Status.
- Click Failed Apply to review a list of all users with failed address registrations.
If needed, you can update user addresses individually or in bulk (details below).
Update service addresses individually
Changes take effect within 48 hours.
- Sign in with an administrator account to the Google Admin console.
If you aren’t using an administrator account, you can’t access the Admin console.
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- Click Users.
On the Userspage, you can review details for each user that has an assigned Voice license. - Point to the user and click Edit number.
- Click Unassign.
- To confirm, click Unassign.
- Point to the same user and click Assign number.
- In the Country/regionfield, click the Down arrowand select a country/region from the list. If you select a location that isn't one of your Voice locations, you get an error message. Learn how to add your locations .
- In the Service addressfield, enter the complete address of the user's location. This address needs to be correct for emergency services.
Google Voice verifies each service address. If you get an error message, go to Change service addresses . - Click Assign.
Update service addresses in bulk
Changes take effect within 48 hours.
If you need to change the service addresses for many users, you can update their addresses all at once from a Google Sheets file.
- Sign in with an administrator account to the Google Admin console.
If you aren’t using an administrator account, you can’t access the Admin console.
-
- Click Users.
On the Userspage, you can review details for each user that has an assigned Voice license. - At the top right, click More Change Addresses.
- Choose an option:
- To have Voice create a new spreadsheet, click Start New List.
- To use an existing sheet, click Use Existing. Click the spreadsheet or Upload.
- Click the name of the spreadsheet.
The file opens in Google Sheets in a new tab. - For each user that needs their address changed, enter their email and service address. You can only enter information in the columns available in the file. You can't add new columns. For the email address, use the format username
@ example.com.
Tip:You can export users from the Userspage to create a list that's easy to copy to your chosen spreadsheet instead of manually entering each one. This feature is useful for any process that affects large numbers of users at once. For details, go to Export filtered users in bulk to Google Sheets .
- For each user that needs their address changed, enter their email and service address. You can only enter information in the columns available in the file. You can't add new columns. For the email address, use the format username@example.com .
- After you update the spreadsheet, return to the Admin console and click Continue.
Google Voice verifies each email and service address:- If there are errors, you get a message. Learn about address errors below.
- After Voice verifies all addresses, a new window will display the user information.
- Review the information for each person and then click Update Addresses. If you get an error message, go to Change service addresses .
- At the top right, click Tasks to get an update status of the service addresses.
Troubleshoot address errors
If you get an error, correct it and try to update the address or submit the list of users again.
| Address error | Description & troubleshooting |
| Address couldn't be verified | Address can't be verified. Change to a valid address. For details, review About service addresses . |
| Already has an assigned number | User has a Voice number. Remove the user from the list. |
| Contains invalid character | Address contains a character that isn't allowed. Remove the invalid character. |
| Contains invalid character in name | Name contains an invalid character. Remove the invalid character. |
| Doesn't qualify for Google Voice | User isn't eligible for a Voice number. Remove the user from the list. |
| Email format is incorrect | Incorrect email format. Use the format username@example.com . |
| Google Voice isn't available in this country | User’s service address is in a country or region where Voice isn’t available. Update with the correct address or remove the user from the list. |
| Incorrect combination of local area code and address | Combination of the local area code and address is incorrect. |
| Invalid phone number length | Phone number has an invalid length. |
| Invalid province | Province isn't valid. |
| Invalid statecode, must be an abbreviation of two characters | State code must be a 2-character abbreviation, for example, CA for California. |
| Invalid zip/postcode format | Zip or postal code isn't valid. Enter a valid zip or postal code. |
| Missing country | Country is missing from the address. Add the country to the address. |
| Missing county | County is missing from the address. Add the county to the address. |
| Missing or invalid building name or building/premises/house number | Enter a valid building name, premises, or house number. |
| Missing or invalid information | Address is missing information or contains invalid information. Enter the full and correct address. |
| Missing or invalid street name/type | Street name is missing from the address. Enter the full street name. |
| Missing or invalid tax information (CIF/NIF/VAT) | Tax information is missing or invalid. Enter the correct tax information. |
| No email address | Missing email address. Add the email address in the format username @ example.com . |
| No service address | Missing service address. Add the service address. For details, review About service addresses . |
| No user has this email address | Email address doesn't belong to a user in your organization. Enter a valid email address in the format username @ example.com . |
| Numbers in a block must have the same address | Service address doesn't match the service address for all numbers in the number block. Check that all numbers in your spreadsheet that are a part of a number block use the same service address. For details, go to About service addresses . |
| Partial address update is not allowed | You can't partially update the address. Update with the complete address. |
| Registration failed | Address registration failed. Check the address. |
| Registration failed. Invalid address | Invalid address. Enter a valid address. |
| Service address is incomplete | Address is missing information. Enter the complete address. For details, review About service addresses . |
| This request has already been processed in another order and failed | Duplicate order. To avoid duplicate orders, the request will fail. |
| This request is being processed. Please wait for some time and check later | Request processing. Wait and check again. |
| User needs to be migrated to managed accounts | User has unmanaged Voice account. Migrate them to a managed account. For details, go to Migrate users to managed accounts . |
