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.
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Sign in to your Google Admin console.
Sign in using your administrator account (does not end in @gmail.com).
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In the Admin console, go to Menu
Apps
Google Workspace
- Click Users.
On the Users page, you can review the details of each user that has a Voice license. - At the top of the page, click Filters
- Click Failed
If needed, you can update user addresses individually or in bulk (details below).
Update service addresses individually
Changes take effect within 48 hours.
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Sign in to your Google Admin console.
Sign in using your administrator account (does not end in @gmail.com).
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In the Admin console, go to Menu
- Click Users.
On the Users page, 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/region field, click the Down arrow
and 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 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 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.
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Sign in to your Google Admin console.
Sign in using your administrator account (does not end in @gmail.com).
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In the Admin console, go to Menu
- Click Users.
On the Users page, you can review details for each user that has an assigned Voice license. - At the top right, click More
- 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 Users page 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 [email protected].
- 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 couldn't be verified—This address can't be verified. Change to a valid address. For details, review About service addresses.
- 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—Use the format [email protected].
- Google Voice isn't available in this country—The service address is in a country or region where Google Voice isn’t available. Update with the correct address or remove this user from the list.
- No email address—Add the email address in the format username@example.com.
- No service address—Add the service address. For details, review About service addresses.
- No user has this email address—This email address doesn't belong to a user in your organization. Change to a valid email address in the format username@example.com.
- Service address is incomplete—The address is missing information. Add the complete address. For details, review About service addresses.
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User needs to be migrated to managed accounts—This user has an unmanaged Google Voice account. Migrate it to a managed account. To learn more, read Migrate users to managed accounts.
