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Website missing from Knowledge Graph Card on Search and Map results

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi,

 

I have an issue where the website is missing Knowledge Graph Card on Search and Map results despite this information being present in Google My Business. Please refer the image below:

 

issue.png

Steps taken to resolve: 

- Checked for manual penalties

- Removed duplicate GMB locations

- Tried variations of the website (with/without https and www)

- Contacted Google Business support via phone several times 

- Contact AdWords support via phone several times

- Contacted the GMB team via facebook messenger

 

I have spent over 2 months trying to resolve this issue. Google support has been less than satisfactory and I say this with as much love in my heart I can muster. It seems to me that no-one actually knows their own product that they are trying to support. The assumption is that the website has not been indexed. As you can see from the above screenshot, the site has been indexed but this is NOT the issue... I'm not trying to be mean but how can a company as large as Google have such bad support? They are flat out assuming my problem is B when it's A. Non-existent callbacks and circle jerk between departments. 

I'm really hoping to resolve this issue soon, otherwise, I will have to recommend to my client that they approach the ACCC (Australian Competition and Consumer Commission) due to an unfair advantage competing businesses have in organic search results. 


1. Full business name:

Hitchens Self Storage & Removals


2. Current business address:

142 Old Bathurst Rd, Emu Plains, NSW 2750

 

3. Current telephone number:

(02) 4735 7000


4. Google Maps URL:

https://www.google.com/maps/place/Hitchens+Self+Storage+%26+Removals/@-33.743159,150.6564193,17z/dat...

 

5. Website (if applicable)

https://hitchens.com.au

1 Expert replyverified_user
1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by topic author Liam H
November

Website missing from Knowledge Graph Card on Search and Map results

[ Edited ]
Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭


The issue has been resolved. I have posted the solution here in case others have the same problem.

The issue was caused by a previous AdWords Manager who purposely opted this business out of Google Local.  Unfortunately, it appears that this was done out of spite. Srishti from Google Local was able to diagnose this and offer me a solution by opting back in. 


The tool to opt out/in of Google Local is below. It's a hidden Google Webmaster tool similar to the Disavow Utility.  
https://www.google.com/webmasters/tools/opt-out



Further to this, I want to give my best wishes to Srishti in the GMB/Local Team, who was the ONLY representative I spoke to that stayed in constant contact and did not fob this issue off as an index issue. I would highly recommend using this case to improve the support documentation and training. 

View solution in original post

Website missing from Knowledge Graph Card on Search and Map results

Top Contributor
# 2
Top Contributor

Hi @Liam H

Thank you for the extensive information you've provided. The experience you described is disappointing to hear about, so I'd like to make a commitment to you - 

I'll escalate this to Google, and stay with the problem until it comes to a resolution (one way or the other).

 

The escalation won't necessarily be a fast response, but I will keep track of it. You're always welcome to tag me in a post on this thread if a couple of weeks go by and you haven't heard.

 

Fair enough?


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

Website missing from Knowledge Graph Card on Search and Map results

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Thank you, Margaret. Yes, that is fair, I appreciate the assistance. 

Re: Website missing from Knowledge Graph Card on Search and Map results

Top Contributor
# 4
Top Contributor

Hi @Liam H

 

Interestingly, when I escalated this, the support team already knew about the issue via normal support channels.  So somewhere along the line, your problem was acknowledged, recorded and reported.

Unfortunately I don't have a timeline for when it will be resolved, but will keep you posted when I know something.  Or, of course, until you see it fixed and let me know.


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

Website missing from Knowledge Graph Card on Search and Map results

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Hi Margaret,

I have requested support a few times now over a period of 2 months. I think the assumption from the support team is that the website is not indexable, but as you can see from the screenshots, the issue is the with the Google Knowledge card and not the indexability of the website.

 

Yesterday, Srishti from local-help reached out to me and has escalated the issue to the concern team. 

Thank you, for following this up.

Website missing from Knowledge Graph Card on Search and Map results

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

Hi @MargaretO,


I have just received further correspondence from the GMB Team via Facebook message:

"Hey Liam, Thanks for responding! As informed by our team previously, we checked the issue and escalated it to the specialist team. But they were unable to fix the issue as the website link (settings) is blocking our team from crawling the link on to Search and Maps. Please check get in touch with your website developer and have the settings corrected so that we would be able to publish them from our end as well. Best, V"

As you can see, it's more of the same assumptions which directly conflicts what the local-help team wrote to me over email. 

"After investigating your problem, we've found that it is being caused by a technical issue and our engineers are pursuing a resolution."

I provided them with the same screenshot that is in this thread. Hopefully, this can be resolved soon but I want to bring attention to the break down in support which has been much the same "brushing off" over 2 months. 

Website missing from Knowledge Graph Card on Search and Map results

Top Contributor
# 7
Top Contributor

Hi @Liam H

 

Got it.  Ping me on this thread if you need.  

And please be patient. Sometimes fixes are quick, other times not so much.  And often, fixes get rolled out without any notification to the person who reported it.


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

Marked as Best Answer.
Solution
Accepted by topic author Liam H
November

Website missing from Knowledge Graph Card on Search and Map results

[ Edited ]
Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭


The issue has been resolved. I have posted the solution here in case others have the same problem.

The issue was caused by a previous AdWords Manager who purposely opted this business out of Google Local.  Unfortunately, it appears that this was done out of spite. Srishti from Google Local was able to diagnose this and offer me a solution by opting back in. 


The tool to opt out/in of Google Local is below. It's a hidden Google Webmaster tool similar to the Disavow Utility.  
https://www.google.com/webmasters/tools/opt-out



Further to this, I want to give my best wishes to Srishti in the GMB/Local Team, who was the ONLY representative I spoke to that stayed in constant contact and did not fob this issue off as an index issue. I would highly recommend using this case to improve the support documentation and training.