Support Center / Troubleshooting
E911 Address Problems — Verification and Correction
E911 problems come in two severities: an address that won't validate (blocks setup, fix immediately) and a phone whose registered location is wrong (silently dangerous — emergency dispatch goes to the wrong place). Treat the second as priority zero whenever you find it.
Address won't validate
E911 validation matches against the postal/geographic database, which is pickier than mail delivery:
- Use the USPS-standardized form of the address (check the USPS lookup tool) — "Ave" vs "Avenue" mismatches and missing directionals (N/S/E/W) are the top offenders.
- New construction may not be in the E911 database yet; your carrier/support can register it manually — allow lead time.
- Multi-tenant buildings: put suite/floor in the designated secondary field, not appended to street line 1.
Phone shows the wrong location
Usually a moved phone whose device record kept its old location:
- Audit Devices by location after any office move or reshuffle.
- Correct the device's location in the portal — the fix is immediate for subsequent calls.
- Make location part of the move checklist; the phone works fine at the wrong address, which is exactly why nobody notices.
Remote workers with desk phones or softphones deserve special attention: their location must reflect where they actually sit, and policy should say who updates it when they move.
Testing safely
Never place live 911 test calls without arrangement. Use your provider's E911 verification procedure (a test number that reads back the address on file) — it confirms exactly what a dispatcher would see, with no emergency resources involved. Verify every site at go-live and after any address change.
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Last reviewed August 6, 2026. Still stuck? Contact Signal Support from your portal — include what you expected, what happened instead, and one example phone number or extension.