Change service addresses for users

If someone in your organization changes their address, you can update Google Voice with their new service address. When someone calls an emergency number, Voice sends their service address to emergency services. Changes to service addresses register within 48 hours.

Update service addresses individually

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Appsand thenG Suiteand thenGoogle Voiceand thenService Management.
  3. Click Users.
    The Users page shows each user and their Google Voice number. This page is blank if you haven't yet assigned licenses to your users.
  4. Point to the user and click Edit Edit.
    The user's profile window opens.
  5. In the service address field, 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 there are errors, you get a message. Learn about verification errors.

  6. Click Assign.

Update service addresses for a large batch of users

If you need to change the service addresses for many users, you can update their addresses all at once from a Google Sheets file.

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Appsand thenG Suiteand thenGoogle Voiceand thenService Management.
  3. Click Users.
    The Users page shows each user and their Google Voice number. This page is blank if you haven't yet assigned licenses to your users.
  4. In the top right, click More More and then Change Addresses.
    A window opens with options to make a new list or use an existing one.
  5. Click Start New List or Use Existing:
    • Start New List—Google Voice creates a spreadsheet with the filename, "Batch Address update on date."
    • Use Existing—A window opens showing your existing spreadsheets.
      1. Click the name of the spreadsheet you want to use. To use a spreadsheet that isn't listed, at the top, click Upload.
      2. Click Select.
  6. Click the name of the spreadsheet.
    The file opens in Google Sheets in a new tab of your browser.
  7. For each user that needs their address changed, fill in the two columns with their email address and service address. Only the service address will be updated.
    Enter the complete address of the user's location. This address needs to be correct for emergency services.
  8. After you complete the spreadsheet, return to the Admin console and click Continue.
    Google Voice verifies each service address and email address:
    • If there are errors, you get a message. Learn about verification errors below.
    • After Google Voice verifies all addresses, a window displays showing the user information.
  9. Review the information for each person, and then click Update Addresses.
    If you get the message, "Error processing the request, please try again," a person might have a suspended account. Remove the suspended user from the list and submit the list again.
  10. In the top right, click Tasks Tasks. You get the status of updating addresses.

Guidelines and tips

You can enter information only in the columns available in the downloaded file. You can't add new columns.

  • Email address—Use the format username@yourdomain.com
  • Service address—Add the complete address of the user's location. Include street number, city, state, and zip code. This address needs to be correct for emergency services.

Verification errors

If you have trouble uploading a list, find the error message below for details. After you correct all errors, submit the list again.

  • Address couldn't be verified—This address can't be verified. Change to a valid address.
  • Already has an assigned number—This user has a Google Voice number. Remove this user from the list.
  • Doesn't qualify for Google Voice—This user isn't eligible for a Google Voice number. Remove this user from the list.
  • Email format is incorrect—This email address isn't in the correct format. Change to the correct format.
  • Google Voice isn't available in this country—The service address is in a country/region where Google Voice isn’t available. Remove this user from the list.
  • No email address—This row has no email address. Add the email address.
  • No service address—This row has no service address. Add the service address.
  • No user has this email address—This email address doesn't belong to a user in your organization. Change to a valid email address.
  • Service address is incomplete—This address can't be verified because it's missing information. Add the complete address. If you make a minor spelling mistake or leave out a zip code, Google Voice corrects the address.

Service address for emergency calls

If someone changes locations, it's important to update their service address. Google Voice sends the service address to emergency services when they call an emergency number.

Was this helpful?
How can we improve it?