Troubleshoot emergency calling

Important: If there’s a dangerous home emergency (like a fire, carbon monoxide leak or an intruder), leave immediately and call 911 from a safe location.

You get 'Issue' next to your address

If your address wasn’t verified when you first set up your Google Home Premium subscription, you’ll get a phone notification that says 'Unable to verify your address'. In the emergency calling settings in the Google Home app , you’ll get 'Issue' next to your address.

You can still use emergency calling with Google Home Premium during this time. However, any emergency call that you make is directed to a national call centre instead of the emergency call centre closest to your home.

First, check that your address was entered correctly.

1. Open the Google Home app .
2. At the top right, tap your Profile picture or Initial Settings Google Home Premium.
3. Tap Emergency calling.
4. Next to your address, you’ll find its current status.
   • Verified: Your address is good to go.
   • Verifying: We’re still checking your address. Until it's been verified, your 911 calls may get routed to a national 911 call centre.
   • Issue: Your address hasn’t been verified, and your 911 calls will be routed to a national 911 call centre.
5. Review your address information.
   • If your address is correct but it still hasn’t been verified, contact Google Home Premium support for more help.
   • If your address isn’t correct:
     1. Tap on your address.
     2. Tap Edit.
     3. Update your address info and tap Next.
6. Once your address has been updated, try to set up emergency calling again.

If you live in a new home, your address may not yet be in the emergency services database. This database is not owned or operated by Google. Wait a few weeks before you try to verify your address again.

You couldn't set up emergency calling

To set up emergency calling in the Google Home app , you must be at home. Otherwise, you get a 'Your phone is outside the address area' message.

Before you try to set up emergency calling again, make sure that:

• You're physically at your home.
• You’ve entered the full street address for the home in the Google Home app .
• You’ve turned on location permissions for the Google Home app in your device’s Settings.

Your call was disconnected

When you use emergency calling, the 911 operator may ask you for a call-back number. If you're disconnected before you can provide a call-back number, the operator can still call you back on your mobile phone.

Your emergency calling button is turned off

If you can't find emergency calling in the Google Home app, or it’s turned off:

• Open the Google Home app , then go to Settings Google Home Premium Emergency calling. Follow the on-screen steps to turn on emergency calling.
• Enhanced 911 (E911) is only available for those who pay for Google Home Premium. If you’re on a 30-day trial, you’ll have to add a payment method to use the feature. Those who aren’t subscribed can input a home address but won’t be able to turn the feature on.