🔍 Overview
After purchasing a local citation pack, orders normally complete within 50 days. If your order still shows a Submitting status beyond that window, you are likely experiencing a known display bug where the platform's interface does not correctly reflect the actual backend submission status. This article explains what causes the issue, how to confirm it, and what steps to take.
⚙️ What Causes This Issue
Our engineering team identified and resolved a backend discrepancy affecting local citation campaigns. In some cases, citations were fully submitted to directories — including the Foursquare and GPS network — but the status visible in the platform did not update to reflect completion. This mismatch caused orders to appear permanently stuck in Submitting even though the underlying work was finished. A related issue also caused the status shown in the list view to differ from the status shown inside the submission details modal. Both of these bugs have been fixed and deployed to production.
✅ How to Check Your Citation Order Status
- In the left sidebar, go to Local → Local Citations.
- Open the relevant project and navigate to your local citations section.
- Review the current status displayed for each citation pack order.
- If an order was placed more than 50 days ago and still shows Submitting, the status may not have refreshed automatically following the bug fix deployment.
💡 What to Do If the Status Has Not Updated
Because this was a UI and backend synchronisation bug, some accounts may need a manual status refresh applied by our team after the fix was deployed. There is no self-serve action inside the platform that forces a status recalculation for historical orders affected by this bug.
If your citation order is still showing Submitting after the fix has been live for at least 48 hours, the next step is to contact our support team so an agent can verify your specific order records, confirm whether submissions were completed on the backend, and apply any necessary corrections to your account.
📋 Information to Have Ready Before Contacting Support
- The dates your citation pack orders were purchased (for example, the order from September 2 or March 11)
- The name of the GBP project or business location associated with the orders
- A screenshot of the current status shown in the platform, if possible
- Confirmation of how many days have passed since each order was placed
🚀 What Our Team Will Do
When you reach out, a support agent will look up your citation order records on the backend to confirm whether submissions were actually completed despite the status display. If the fix has been deployed and your status still has not updated, the agent will escalate to the engineering team with your account details and track the correction through to resolution. You will be given a feedback window to confirm the status displays correctly after any fix is applied.
📞 Contact Support
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.