Is Your Business Phone Icon Missing on Google Maps Listings?

If you’re a business in Australia using a 1300 or, in some cases, 1800 number, you may have noticed that the click-to-call icon is missing or is unclickable from your Google Maps listing and Google Local Pack on mobile devices. This can lead to a significant reduction in calls, which can impact your business’s ability to connect with customers easily. Here’s why this happens and how to fix it.

Why Click-to-Call Icon is not displayed for 1300 Numbers

The reason behind the missing or unclickable click-to-call icon is that 1300 numbers are considered as premium-rate numbers. While offering a local rate for landline calls, these numbers may incur higher charges when dialed from mobile phones, depending on the mobile carrier. Because Google doesn’t allow premium-rate telephone numbers in its listings, 1300 numbers are often excluded from the click-to-call button for listing to avoid high costs for callers. In some cases, the icon is visible but not clickable. To call the 1300 number, users need to open the business’s profile and click on the phone number.

How to Solve This Issue

The simplest solution is to change the phone number listed on your Google Business Profile to a local or mobile number that complies with Google’s guidelines. This change will likely enable the click-to-call icon, making it easier for potential customers to contact you directly.

The Impact of Missing/ Unclickable Icons

When the phone icon or direction link is not displayed on Google Maps or the Local Pack, it directly affects how easily customers can reach out to your business or find your location. Here’s how it impacts you:

1. Decreased Customer Engagement: If customers can’t quickly call you or get directions, they might choose a competitor whose contact details are readily available.
2. Lost Revenue: Every missed call or visit can translate to lost sales opportunities.
3. Negative User Experience: Users expect convenience. Missing icons can lead to frustration and potentially harm your business’s reputation.
4. Lower Ranking: Google’s algorithms consider user interaction. Reduced engagement can negatively affect your search ranking over time.

Other Common Reasons for Missing Icons

Several other factors could be causing the absence of your phone icon or direction link:

• Incomplete Google My Business Profile: Ensure all details are thoroughly filled out and regularly updated.
• Incorrect Categorization: Your business might be categorized in a way that does not support these features.
• Policy Violations: Non-compliance with Google’s guidelines can lead to missing features.
• Technical Issues: Sometimes, technical glitches within Google’s system might be at play.

How to Resolve the Issue

Addressing this problem requires a strategic approach. While some solutions might be straightforward, others could be more complex and require expert intervention.

1. Review Your Google My Business Profile: Double-check that all your business information is accurate and complete.
2. Check for Policy Compliance: Make sure your business complies with Google’s policies and guidelines.
3. Update Your Categories: Ensure your business is listed under the correct categories.
4. Seek Professional Help: Technical issues and compliance problems can be tricky. This is where professional assistance becomes invaluable.

Contact VANQ

At VANQ, we understand the importance of visibility and accessibility in driving business success. If you’re facing issues with your phone icon or direction link on Google Maps/ Google Local Pack, contact us to find out how we can help. We evaluate and work with businesses to find out how they can provide a better user experience.