My Business
6.5K members online now
6.5K members online now
Follow threads that discuss the latest tips on how to get your business online… for free!
Guide Me
star_border
Reply

Failed to Save page updates; can't upload new identity photos

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I manage the Google My Business page for AVADirect Custom Computers. Our current business address is 1750 Highland Rd #4 Twinsburg OH 44087. Our current phone number is (216) 503-6374. Our Google+ URL is https://plus.google.com/u/1/b/110598791003751135964/+Avadirect

 

I recently got a notification from Google that "We have updated your business information based on user reports and our data" Cool.

 

In our Contact info section there are two phone numbers, (216) 503-6374 and (216) 503-6373. They both lead to our phone tree, but we only ever use 6374. Also our toll-free number, (866) 766-4629, is not listed. Whenever I try to add the toll free number, remove the 6373, replace the 6373 with the toll free, etc. I get the Failed to save error.

 

In our Address section there is a bit that says "Serving customers within 30 miles of 1750 Highland Rd #4 Twinsburg, Ohio 44087-2244." While semantically true, it also leaves out the fact that we also serve customers all over the United States as we are eCommerce. We do offer our customers the ability to pickup orders or drop off RMAs in person to save on shipping, this only happens maybe once a month. Whenever I try to set the area within which my business delivers goods an services to customers as the United States or remove the "I deliver goods and services to my customers at their location" checkbox I also get the Save failed error. [side note, which is the best practice for eCommerce?]

 

Also, I cannot figure out how to change our Identity photos.

 

Finally, I have tried all of the above both on Chrome and on Firefox. I even tried from home on Safari. No dice.

 

How can I add our toll-free number? How can I make it so there is only one local number? How can I update our Identity Photos?

 





1 Expert replyverified_user

Re: Failed to Save page updates; can't upload new identity photos

[ Edited ]
Top Contributor
# 2
Top Contributor

Hi Nikita

Google prefers local numbers for local businesses, as opposed to national/toll-free numbers.
"Use a local phone number instead of central, call center helpline number whenever possible."
Also, does the number redirect in any way?
"Do not provide phone numbers or URLs that redirect or "refer" users to landing pages or phone numbers other than those of the actual business, including pages created on social media sites."

How are you placing the number in the dashboard ? Have you tried placing the toll free number first, then the local numbers?  To remove numbers from the dashboard, you should be able to simply click the "X" next to the number field.
Another suggestion is to help feed the knowledge graph with the call centre number - no guarantee it'll take but it may help

https://developers.google.com/structured-data/customize/contact-points

 

Given the Google listing is set up as a service area business, Google will default the explanation to what you see.  

Ecomm businesses are not meant to have local pages,  
"Brands, organizations, artists, and other online-only businesses should create a Google+ brand page instead of a local Google+ page."

 

 

When you say you're having trouble changing your identity photos, does this help? https://support.google.com/business/answer/4791112.  If not, could you elaborate

 

 

 


Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Margaret O · Google My Business Top Contributor

Find me on · · my blog

Re: Failed to Save page updates; can't upload new identity photos

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Thanks Margaret,

 

The toll-free number doesn't redirect, but it does lead to the same phone tree (press 1 for sales, 2 for tech support, enter your party's extension, etc.).

When I try to remove any number from the Contact Info section by clicking the X I get the same Failed to save error. I've tried removing just one of the numbers, putting the toll-free number in the place of the first one and the preferred local one in place of the other local one, just adding the toll-free number and I always get the Save failed error. 

 

On our pages, we have structured data, like this:

<script type="application/ld+json">
{
"@context" : "http://schema.org",
"@type" : "Organization",
"name" : "AVADirect Custom Computers",
"url" : "http://www.avadirect.com",
"logo" : "https://upload.wikimedia.org/wikipedia/commons/5/55/AVADirect_Custom_Computers_Logo.png",
"foundingDate" : "2003",
"foundingLocation" : "Twinsburg, OH",
"contactPoint" : [{
"@type" : "ContactPoint",
"telephone" : "+1-866-766-4629",
"contactType" : "customer service"
}],
"sameAs" : [
"http://www.facebook.com/AVADirect",
"http://twitter.com/AVADirect",
"http://plus.google.com/+Avadirect/",
"http://instagram.com/avadirect",
"https://www.wikidata.org/wiki/Q4655024",
"https://en.wikipedia.org/wiki/AVADirect",
"http://www.linkedin.com/company/avadirect"
]
}
</script>

 Our knowledge graph is pretty well populated with that information: 

One thing I've noticed is that our Wikidata page is missing our phone number, so I'll add that and see if it gets pulled into the Knowledge Graph or our Google+

 

Is there a way to convert our local Google+ to a Google+ brand page?

 

Here's the error I get when I try to upload a new profile photo:

Re: Failed to Save page updates; can't upload new identity photos

Top Contributor
# 4
Top Contributor
Hi Nikita.
Interesting. There does appear to be a glitch with your page, will escalate these error messages for you.
As far as converting the local page to a brand page, unfortunately Google doesn't provide that functionality at the moment.
Am waiting on info for the best way to clear the info from maps, if you were to create a brand page and transfer the most important info from your local page to the brand page and then delete the local page. Will come back to you when I have something more to add.

Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Margaret O · Google My Business Top Contributor

Find me on · · my blog

Re: Failed to Save page updates; can't upload new identity photos

[ Edited ]
Top Contributor
# 5
Top Contributor

Hi Nikita

Okay, so we already know Google doesn't provide a means to convert a local page to brand, but does provide a brand to local.
So what's the diff? Local pages have data "bits" that tie to Maps. So the system can add the "bits" but has trouble removing the "bits".

The way to get around this, is to create a brand page and "move" the important bits across. In other words, copy & paste the most important elements (descriptions, links, images, posts, etc) across to the brand page. And if you have a community, give your peeps time (and maybe an incentive) to move across to your brand page and get them interacting with you there. Note: when you do this, you will lose the reviews functionality (maybe get screenshots of any online reviews you have). Remember to update any website references/links to the new brand page.

When ready, delete your "local" page from your dashboard. Then this next bit is *really* important. Contact Google (I recommend via their Twitter account, DM) and explain what you've done and why. Because you're bringing your business listing into line with the guidelines, the rep will help eliminate the "bits" that tie the old listing to Maps. That should clear the local listing from existence and help prevent the Google bots from re-creating your listing on maps.

Because you have the markup on the site, that should help the bots with the Knowledge Graph, and may even get that customer service number up there that you were after in the first place.


Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Margaret O · Google My Business Top Contributor

Find me on · · my blog

Re: Failed to Save page updates; can't upload new identity photos

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
Thanks Margaret,

I think we'll hold off on converting just yet.

What I'm really curious about is those error messages when I try to update information or upload a new profile photo.

Re: Failed to Save page updates; can't upload new identity photos

Top Contributor
# 7
Top Contributor
Hi Nikita

I don't have an answer for you yet on that - will ask again.

Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Margaret O · Google My Business Top Contributor

Find me on · · my blog

Re: Failed to Save page updates; can't upload new identity photos

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
Hi Margaret,

I ended up clicking the Help link in the footer of the My Business page and there was an option to speak to someone on the phone. Turns our my account has a role of "Communications manager" which doesn't allow me to make any changes. I'm going to ask the owner to upgrade my permissions to "Manager" and hopefully that will make it so I can make changes.


Nikita

Re: Failed to Save page updates; can't upload new identity photos

Top Contributor
# 9
Top Contributor
Ok, great. Glad you got there!

Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Margaret O · Google My Business Top Contributor

Find me on · · my blog