Why can’t I see call statistics in my business profile anymore?

Call statistics disappear from a Business Profile when Google no longer has a call button to count: the profile is not verified (any more), the phone number is missing or hidden, or a recent edit is still under review. The “Calls” metric does not count phone calls in general. It counts how often people clicked the call button on your profile in Search or Maps, and Google only shows metrics that apply to your profile.

That is why the number can be lower than the calls you actually receive. Someone who copies the number from your website or types it in manually does not click the button, so the call does not appear in the profile’s performance data.

Why are the call statistics missing?

• Profile not verified. According to Google, performance data is only available for verified Business Profiles. If the profile lost its verification, for example after a move, a name change or a suspension, the metrics disappear with it.
• No phone number on the profile. Google states that you need to add a phone number to track the calls metric. Without a primary number there is no call button and therefore nothing to count.
• Phone number hidden. In the profile settings the phone number can be set to “Don’t show”. The number is then stored, but customers see no call button.
• Edit still pending. Changes to a verified profile are reviewed. Google says this usually takes up to 10 minutes, but can take up to 30 days. While a new number is pending, the old state applies.
• Number changed by Google. Google can update profile information based on user suggestions and other sources. If the number was changed or removed this way, the call button may lead somewhere else or disappear.
• Wrong account. Performance data is only visible when you are signed in with the Google Account that manages the profile.

How do I check this step by step?

1. Check verification. Open your Business Profile in Google Search while signed in with the managing account. If Google asks you to verify, complete that first. Without verification there is no performance data.
2. Check the phone number. Select Edit profile and look at the primary phone number. Make sure it matches the number on your website and on your signs.
3. Check the visibility setting. Under More → Business Profile settings → Advanced settings, check that “Don’t show” is not switched on for the phone number.
4. Look for Google updates. In the profile editor, information changed by Google is shown in blue, and a notification appears at the top. Accept or correct these updates.
5. Check the time range. Under Performance, select a longer period. If calls appear for earlier months but not for recent weeks, look for a change in that period, such as a new number or a lost verification.

What about the old call history feature?

Older guides describe a separate call history with a list of individual calls. The help article Google used for this now redirects to the general Business Profile help centre, so do not rely on instructions that refer to it. For performance data, the current reference is the “Calls” metric in the Performance view, which you can also download as a report for several profiles at once.

If you need to know which calls led to enquiries, the profile alone is not enough. Use a tracked number on your website or a call tracking setup, and keep the number on the profile consistent with your other listings.

First make sure the profile is verified and shows a visible primary phone number. Then check the profile editor for blue Google updates and pending edits before assuming that data has been lost.

Sources

• Google Business Profile Help: Understand your Business Profile performance
• Google Business Profile Help: Edit your Business Profile
• Google Business Profile Help: What happens to your profile edits
• Google Business Profile Help: Google updates on your Business Profile

Want to know why your profile shows fewer calls than expected? We check verification, contact data and listings and show you how to measure calls reliably. Book a free intro call or read more about our search engine optimisation.