Problem
Geocoding contact data can encounter different challenges depending on the address types and how the address fields are configured in the upload file and in your organization's geocoding settings.
1. APO/FPO boxes
Root Cause
Geocoding issues occur when uploading contact data with APO/FPO boxes. The system may automatically assign invalid geocoordinates to some records, especially if latitude/longitude values are supplied.
Solution
To resolve geocoding issues with contact data that use APO/FPO boxes:
Ensure that your contact data upload file does not contain any latitude and longitude coordinates. This allows the system to geocode the addresses properly without overwriting manually entered coordinates or retaining incorrect coordinates.
Review contact records with invalid geocoordinates and manually update the latitude and longitude values as needed.
2. Addresses in Puerto Rico and the United Kingdom
Root Cause
For addresses in Puerto Rico and the United Kingdom, the geocoding system may have difficulty processing the address format.
Solution
Provide a close-enough street address value in the upload file, even if a precisely accurate one is not available.
Check your organization's geocoding precision level setting (for example, Address vs. Postal Code) and adjust if necessary, then re-upload a small sample of addresses to confirm the updated behavior.
3. Contacts with precision level mismatches
Precision level mismatches happen when the organization's geocoding precision level setting differs from the precision level of the contact data. If contacts include latitude/longitude values but the system is set to a lower precision level, those contacts may not geocode correctly or may retain older coordinates.
Root Cause
If you select a less precise geocoding setting (e.g., Postal Code) but the contact has a more precise value defined (e.g., full Address), the system will use the most precise value it has access to. When a new geocode result is less precise than your org's configured accuracy threshold, the system can retain the existing coordinate instead of replacing it.
To ensure geocoding uses only the postal code and ignores the street address, remove the address information from the upload file before uploading, so it contains only the postal code–level details.
Using 9-digit ZIP/postal codes can affect geographic matching. The system typically uses only the first five digits for geographic area matching. If contacts are uploaded with 9-digit ZIP codes, this can contribute to mismatches or unexpected routing.
Solution
If certain employees are not geocoding, check if their location information was properly uploaded and if there were any errors during the upload process.
Review your organization's geocoding precision level setting (e.g., Address, City, or Postal Code). Adjusting this level, can help resolve issues for contacts that are not geocoding correctly. Because the system can retain an existing coordinate when a new result is less precise than your org setting, lowering or raising the accuracy threshold and testing again can show whether a new geocode will be accepted.
If you want more accurate geographic targeting based on postal codes, edit contacts' postal codes to use only the first five digits rather than a 9-digit ZIP format.