Why is my listing not in Sync?

Why is my listing not in Sync?

The most common reasons for why a listing is not in sync.
This is a list of the most common reasons that a listing is not in sync. Please familiarize yourself with the below items in order to most efficiently troubleshoot your issue. At the end of this article you will find  instructions on how to reach MozRest's support team.

The most common reasons for a restaurant listing not being in Sync:

The location has not yet been synced to the platform

After entering all location details to the App, be sure to click Save Changes at the bottom of the page. This will send all the information to our database and the necessary processes will begin.

The location has been created or updated too recently

Upon creation, a location will go through the following steps before the information is published on a directory:
  • Pre-Sync check

The system scans the directories to see whether or not the listing already exists on a directory. This process takes up to 5 working days.

  • Cleansing

This is the manual process of checking, validating & optimising the profile details of a business location to ensure fastest publication rates. This process takes around 3 weeks.

  • Submission

Once all checks are complete, the location is queued for submission to the directory.

  • Internal review by Directory

Once a directory receives the data, the directory will perform their own internal reviews before publication.

For new locations, please allow around 4 weeks for all the above processes to complete. For locations which you have updated, please allow around 2 weeks.

The location has not yet been (re)cleansed

Cleansing occurs both when a location is first created and also when certain address details are amended. When creating or updating a location, please allow around 2 weeks for the cleansing process to complete.

You can track the cleansing status by visiting the location's Basic Data section in the platform.

The address was not able to be located

If the address provided is not possible to be found, the location is essentially put on hold and submission to the directories will not occur. The most common reasons for not finding an address is due to imprecise or wrong information (e.g. a P.O. box was given instead of a street name). If this occurs, you will be prompted to place the pin for us the next time you log into the platform.

The listing is claimed by others

Sometimes a listing is under active ownership on a directory before MozRest becomes involved. When this is the case, we will provide an completed email template in the App which you can send to the directories which asks to transfer ownership. Until this process is completed, the listing will not get updated.

The location data doesn't match the official website

If the information listed on the business' official website does not match the information in the platform, many publishers will now reject MozRest's updates. Please resolve any disparities and resync.

Contacting MozRest Support

If the above reasons do not apply for your listing, then either a submission error has occurred or the directory has rejected the update. In this case, please make contact with MozRest's Support team by sending a mail to [email protected].
Please remember to include:
  1. The Location's ID
  2. A description of the issue you are experiencing
  3. Screenshots
  4. URLs (from the App, directories, etc.)

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