A customer is "Not mapped"
"Not mapped" means we have the customer's address as text but no map position for it, so anything that needs a location skips them. Most of the time we fix this for you.
What breaks while a customer is unmapped
They're skipped by route optimization, they don't appear as a pin on the dispatch, schedule, tech-route or TV maps, and they're left out of drive-time and mileage figures. Arrival and departure aren't recorded either, because there's no geofence to cross, so their on-site minutes stay blank. Their ETA is still estimated so the customers behind them get accurate times, but the unmapped customer themselves gets no ETA text or email — we won't promise an arrival time we can't calculate. Everything else works normally: they still get invoices, service reports, and portal access.
We look addresses up for you
You don't have to do anything for most customers. When you import a CSV, we look up every address as it lands and report how many were placed on the map at the end of the import. Anything still missing is retried automatically overnight. An address you correct today is retried on the next nightly run, so a typo fix usually clears itself by morning.
See who's missing, and why
Settings → Company → Address Mapping shows the org-wide count and, more usefully, the reason behind it: how many have no address on file, how many matched only a street instead of a house, and how many failed because the lookup service didn't respond. Each reason tells you what fixes it. That breakdown is the fastest way to tell a five-minute cleanup from a genuine data problem.
Look them all up now
On the same card, owners get a "Find coordinates" button. One press checks up to 500 addresses, and you can run it up to five times a day. It skips customers we've already placed, and skips ones that failed recently for a reason that won't have changed — so pressing it twice in a row won't waste a run. Office staff can see the card but not run it; looking up addresses costs money, so it's an owner decision.
Fix one customer
Open the customer. If they're unmapped and have an address on file, there's a "Find on map" link right next to the amber flag in the header — press it and we look that one address up immediately, ignoring any waiting period. If it still doesn't match, the reason appears under the link. Failing that, edit the address on the Overview tab and pick a suggestion from the dropdown; choosing a suggestion attaches a position straight away.
Find every unmapped customer at once
When your org has any, a "Not mapped" tile appears on the Dashboard with the count. Clicking it opens the customer list already filtered to just those customers. You can also toggle the amber "Not mapped" button in the customer-list toolbar any time. The tile disappears once the count reaches zero. Cancelled customers aren't counted — they're never dispatched.
"Only matched the street" — why we refuse a close-enough pin
If a lookup finds the street but not the house number, we throw the result away and leave the customer unmapped on purpose. A pin in the middle of the street looks perfectly fine on a map, but it sends the tech to the wrong end of the block, never triggers the arrival geofence, and quietly skews every drive-time number. A visible amber flag you can fix is better than a confident wrong answer you can't see. Fix it by adding or correcting the house number and the ZIP.
Why an address you already typed lost its position
Editing an address by hand — without picking a suggestion — clears the old map position on purpose. Keeping the previous address's position would be worse: routes, geofences, ETAs and mileage would all silently point at the old house and nothing would look wrong. A cleared position shows up as "Not mapped" until the next lookup finds the new one.
The address looks right but still won't map
Usually the address is missing a city, state or ZIP, or it's a new build the map data hasn't picked up yet. Setting your home base address under Settings → Company → Company Profile helps a lot: when a customer's address has no city or ZIP of its own, we assume it's near your home base instead of guessing nationally. Rural and unnumbered addresses sometimes can't be matched at all; in that case add the nearest cross-street or landmark to the access notes so the tech can find it, and accept that the stop won't route automatically.
Reading the count on a map
Every map shows an amber "N stops not mapped" chip in its bottom-left corner when part of the day is missing, so a half-empty map never reads as a light day. On the TV dispatch board the card also tells you if a whole tech has dropped off the board because none of their stops are mapped.
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