What This Error Means
After transferring a domain from an agency into OTTO, you may see a 'not found' or 'error not found' message when opening your Google Business Profile (GBP) Audit. This error prevents your location data from loading and is not related to the heatmap — it affects the GBP Audit section itself.
This is a known backend issue that occurs after certain domain transfers to OTTO and cannot be resolved by browser-side actions alone. The steps below will help you confirm the scope of the problem, attempt the available self-serve actions, and — if the issue persists — provide our team with the information needed to fix it on the backend quickly.
Step 1: Attempt a GBP Reconnection
- In the left sidebar, navigate to Local (GBP Projects).
- Locate the affected GBP location and disconnect it from your OTTO account by removing the GBP connection for that location.
- Reconnect the same GBP location by re-authorising your Google account and selecting the correct business listing. This re-establishes the link between OTTO and your GBP location data and resolves the error in many cases.
- Reload the GBP Audit and check whether the 'not found' error has cleared. If the data now loads correctly, no further action is needed.
Step 2: If the Error Persists, Collect These Details
If reconnecting the GBP location does not clear the error, the disconnect is at the backend level and requires our team to re-link the record directly. Before reaching out, gather the following so the fix can be applied as quickly as possible:
- Check whether the error affects all GBP locations or only specific ones by navigating to each location within your GBP Audit. Note which locations are affected — this tells our team whether the issue is account-wide or tied to a specific location record.
- Note the exact error message text displayed on screen (for example, 'not found' or 'error not found').
- Take a screenshot or record a short screen video showing the error. This allows our team to confirm the exact behaviour and prioritise the backend fix.
- Note the domain name that was transferred and, if known, the agency account it was transferred from. Our team uses this to locate the affected record in the backend and re-link the GBP location data correctly.
- Contact our support team through the platform and share the information collected above so the backend fix can be applied to your account without delay.
What Our Team Will Do
Once you reach out with the details above, our support team will investigate the affected account on the backend and re-link the GBP location data that became disconnected during the domain transfer. This fix is applied directly to your account — there is no action required from you after you submit the information. Most cases are resolved in the same support session once the affected domain and location are identified.
If you need further assistance, reach out to our support team through the platform and a member of our team will be happy to help.