Office Manager SOP · Apple Maps

Fix an Apple Maps listing when SGA doesn't control it yet

Use this when patients are seeing wrong hours, "closed," or wrong address on Apple Maps and the listing is not currently managed inside our SGA Apple Business Connect account. The office manager will need to open the listing on her own iPhone to submit the correction while SGA works to claim the listing in the background.

Audience Office Manager

Device Personal iPhone

Time ~5 minutes

Why we're asking you to do this

Apple Maps is showing incorrect information for the practice, and the listing has reverted more than once after we've submitted a fix. This is handled through Apple Business Connect — not by changing the practice's legal or insurance records. Because it keeps reverting, we also need to check whether Apple is repeatedly overriding the status based on customer reports or a conflicting duplicate listing.

SGA is working on claiming or transferring the listing into our Apple Business account so we can lock the correct information in permanently. While that is pending, we need your iPhone to submit the interim correction — Apple weighs corrections from customers who are physically at the location.

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What you do on your iPhone today

Interim fix — 5 minutes

Report an Issue in Apple Maps

This is the fastest way to correct the listing while SGA claims it in the background. Do this from your personal iPhone while you are at the practice — Apple gives more weight to reports coming from the business location.

Open the Apple Maps app on your iPhone (the built-in green map icon — not Google Maps).
Search for the practice by name. Tap the correct listing to open it.
- Confirm it's the right one — check the address matches the practice.
- If you see two listings for the same practice, note both — a duplicate could be why the status keeps reverting. Report it to your Growth Manager.
Scroll to the bottom of the listing and tap Report an Issue.
Choose the correct category for what is wrong:
- The business is open — if the listing shows "Closed" or "Permanently Closed."
- Update hours — if the standard weekly hours are wrong.
- Update phone / address / website — if any of those don't match the practice.
Enter the correct information exactly as it appears on the practice website and Google Business Profile. Consistency across Google + Apple is what keeps corrections from getting overridden later.
Tap Send and take a screenshot of the confirmation. Text or email the screenshot to your Growth Manager so we can track the submission.

⚠️

This is the interim correction, not the lasting fix. Apple can and does override customer reports based on other user reports or conflicting third-party data. If the change doesn't stick within 48 hours, tell your Growth Manager immediately so SGA can escalate.

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What SGA is doing in the background

Lasting fix — Growth Manager

Claim or transfer the listing into SGA's Apple Business Connect account

Your Growth Manager and the SGA team handle these steps. This section is here so you know what is happening and what we may need from the office.

Sign in to Apple Business Connect with the SGA account that manages listings.
Search for the practice inside the SGA organization. If another account currently manages it, request a transfer of management.
- Apple's guide: Claim or transfer a location.
Once the listing is in the SGA account, confirm:
- Location status: Open
- Standard hours: Correct for every day
- Temporary / special hours: Remove any active "closed" dates or date ranges
- Phone, address and website: Match the practice website and Google Business Profile exactly
If Apple Business Connect shows "Updates Available" on the location, we open the alert and contest Apple's change: select the affected attribute → View Details → Edit → restore the correct value and save. Apple explicitly allows a claimed business to contest customer-driven changes.
- Apple's guide: Maintain location information accuracy.

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What we need the office to send us

One-time gather

The Growth Manager or the SGA Studio team will open a task for this. When it lands, please reply with the following — it lets us get the claim through Apple faster and reduces the risk of the correction reverting again.

Exact Apple Maps listing URL. Open the listing on Maps, tap Share, choose Copy Link, and send it to us.
Correct practice website URL (the one patients should land on).
Current address, phone number and regular weekly hours.
Explicit confirmation that the office is open and not closed for any date range.
A current storefront photo showing the practice name on the exterior signage — Apple asks for this as verification during a claim.
Confirmation of who currently manages the Apple listing, if the office knows (a prior vendor, prior owner, prior marketing agency, etc.).

✓ Do

Send the screenshot of your "Report an Issue" confirmation
Tell us if a second duplicate listing shows up in Maps
Check Apple Maps again 48 hours later — did it stick?
Ask the existing listing owner to invite the SGA team

✗ Do not

Email us login credentials for anyone's Apple ID
Create a new duplicate listing to "get around" the wrong one
Change the practice's legal name, EIN, or insurance records to try to fix Apple Maps — this is not what needs to move
Assume "it's just Apple, no one uses it" — iPhone users default to Apple Maps

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Escalation

When the fix doesn't stick

If the corrected status reverts again

If the correct information does not stick within 48 hours — or the status has been wrong for more than three weeks — the Growth Manager should contact Apple Business Support directly and explain the pattern of repeated reversion. Patients are actively being turned away, so this warrants same-day escalation.

Apple Business Support

1-866-902-7144