If your heat map is stuck, failed, or the results look wrong, this guide walks you through the most common causes and how to fix them. If none of these solve it, the last section explains what to send our support team so we can fix it fast.
Quick Links
How long a heat map should take
Heat map stuck in Queued or In Progress
Heat map failed or shows "An unexpected error happened"
Heat map is scanning the wrong location
I can't find the business I want to scan
Only one keyword was scanned
The Organic ranking source is missing
A failed scan used my credits
What to send support
How long should a heat map take?
Most heat maps finish within minutes. Larger grids (like 13x13) and scans with many keywords take longer than small grids with one keyword.
A heat map that is still in Queued or In Progress after 2 hours is not normal. Contact support using the steps at the end of this article.
My heat map is stuck in Queued or In Progress
Queued means your scan is waiting its turn to in Progress. In Progress means it is running now.
Refresh the page. The status does not always update until you reload.
Check how long it has been running. If it is still within the normal time above, wait.
Do not run the same heat map again while the first one is still running. Running it twice can use credits twice.
If it has passed 1 hour, contact support with the heat map link.
My heat map failed or shows "An unexpected error happened"
Check that you have enough heat map credits left. Each grid point uses 1 credit, so a 13x13 grid uses 169 credits and a 9x9 81 credits.
Make sure you are inside the correct GBP location before clicking New. Always select the location first so the right business is loaded.
Refresh the page and try running the scan one more time.
If scheduled heat maps failed for several locations at once, the problem is likely on our side. Contact support and we will check it and refund the credits for duplicated scans.
My heat map is scanning the wrong location
The heat map grid is centered on the address where the GBP is registered. If the pin is in the wrong place, the whole grid will be too.
Check the business address in your GBP. If the address is wrong or outdated, fix it in your GBP first.
For service-area businesses with a hidden address, the grid is centered on the middle of the general area.
Users can move the grid center before running a scan, clicking on the grid center and gragging.
Near a coastline or empty land? Use the Polygon option to draw a custom grid so points don't land in the water.
I can't find the business I want to scan
Search using the exact business name as it appears on Google Maps or using the Share Link provided by Google Maps (not Google Search).
New GBPs can take 24h to appear in search results.
To scan a business you don't manage (like a competitor or a prospect), search by name, its Google Place ID or also use the share link from Google Maps.
Only one keyword was scanned
Keywords must be loaded before you run the scan. Write the Keyword and press enter or click the Keywords box, click Load Saved List, select your list, then close the box. Check that all your keywords appear in the box before clicking Run Scan.
The Organic ranking source is missing
Organic tracks your website's ranking, not your GBP. To learn what each source tracks, read The Difference Between Heat Map Ranking Sources.
A failed scan used my credits
If a scan failed and credits were still deducted, contact support with the heat map link. By standard failed scans don't consume your credits.
What to send support
To help us fix the issue as fast as possible, include:
The link to the heat map (copy it from your browser's address bar)
The business name and the keyword
How long it has been stuck, or the exact error message
A screenshot, if you have one
Send it through the chat in the bottom-right corner of your account.