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Troubleshoot verified calls

Have a question about verified calls that isn’t covered elsewhere? Here are a few common questions about verified calls. Click any of the links below to see more information.

I receive calls while my business is closed

Many businesses use a voice mail system, answering machine, or answering service to handle potentially valuable calls that come in after normal business hours.

If you don't use a voicemail or answering service, and calls to your business after regular hours aren’t answered, then these calls won't show up in your verified calls and you won't be charged.

There’s a different or incorrect phone number in my ad

If you turn on verified calls, a Google forwarding number will be assigned to your ad. The Google forwarding number appears in your AdWords Express ad on either the desktop or mobile versions of Google search. This phone number will forward calls to your actual business phone number, and allows us to measure the number of calls that you receive.

I don’t see the Google forwarding number in my ad

Verified calls are activated once your ad has received a certain number of clicks. Once verified calls are activated, a Google forwarding number is assigned to your ad, and you’ll see the “Calls to your number” data in your AdWords Express dashboard.

If verified calls have already been activated for your ad, here are some common reasons why you may not see a Google forwarding number in your ad:

  • Google search vs. Google Maps: Google forwarding numbers only appear on ads that appeared on the mobile or desktop versions of Google search. Currently, calls from Google Maps are not included.
  • Low search volume: A Google forwarding number might not be assigned to search phrases with very low search volume.
  • Ads without verified calls: The verified calls feature is enabled at the ad level, rather than at the business level. This means that if you have multiple ads, but you haven’t enabled verified calls for all of them, the forwarding number only appears in the ads with verified calls enabled.
I don’t see as many calls as I expected

Here are some possible reasons why your reported call volume may be affected:

  • Google search vs. Google Maps: Verified calls tracks only calls that originated from ads that appeared on Google search. Currently, calls from Google Maps are not included.
  • Low search volume: A Google forwarding number might not be assigned to search phrases with very low search volume.
  • Ads without verified calls: If you have multiple ads for your business, but you haven’t enabled verified calls for all of them, you’ll only be able to see calls for the ads with verified calls enabled.

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