Why is my Citation Builder campaign on hold?

'On Hold' in a Citation Builder campaign means that our citation team has paused work on the campaign pending additional input or resolution of an issue. Common reasons for a campaign being on hold include: 

• Data clarification needed: There might be inconsistent NAP (Name, Address, Phone) information, or some details you provided need verification. For example, if your business name or address in the order doesn’t match an existing listing, they may ask for confirmation or clarification before proceeding.  
• Duplicate or existing listings: If we find that your business already has listings on some sites and they need access to update them, they might pause and request credentials or ask whether those should be updated or skipped.
• Verification required: Certain directory sites might require a verification step (phone or email verification). Our team could put the campaign on hold until you complete a required verification or provide a code. 

When a campaign is on hold, our team will send an email to the email address on the account (or campaign contact) explaining what’s needed to resume. Check your inbox (and spam folder) for any message from BrightLocal regarding the campaign.

The Citation Builder report page will also show a note about the hold status and a ticket reference.

To resolve an on-hold status, simply follow the instructions given – e.g., provide the requested information or clarification via the support ticket or the 'Ask a Question' button on the campaign. Once the team receives what they need, they will continue and complete your citation submissions. If you’re unsure why it’s on hold and can’t find any email, please reach out to our support team and mention your campaign ID – they’ll let you know what’s needed.