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In this help center, you can find content for both Merchant Center Next and the classic Merchant Center experience. Look for the logo at the top of each article to make sure you're using the article for the Merchant Center version that applies to you. 

How to fix: Insufficient contact information

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This policy applies to Shopping ads and local inventory ads with merchant hosted local store front

Valid contact information is missing from:

  • Your store website
  • Your Merchant Center account
  • Both your website and your Merchant Center account

Either your store website is missing the required contact information and/or you havent yet provided a verified phone number or physical business address in Merchant Center.

In order to show your products on Google, you must provide a method of contact on your website prior to checkout. Your contact information should be easily visible and allow customers to reach your business. You must also enter a verified phone number or physical business address in Merchant Center or in your third-party platform.

As a result, your account has been either warned or suspended, your ads have stopped showing, and/or your free listings have limited visibility. To resolve this issue and get your ads and listings up and running, add the missing contact information on your website and provide a verified phone number and business address in Merchant Center.

Instructions

To solve this issue and enable your account:

  1. Ensure your website has at least one valid form of contact.
    1. The contact information should be valid, available to any customer, and easily visible before checkout.
      • Common forms of contact include:
        • Webpages: Chat feature, contact-us form
        • Business information: Address, phone number, and email address
        • Social links: Facebook, Instagram, Whatsapp (Note: the link should not lead to a private group or page but it is okay to require a platform log-in)
  2. Confirm your website doesn’t require customer information to access support.
  3. Submit your business address and phone number to meet our standard business verification requirements.
    1. Go to Merchant Center (Merchant Center > Tools and settings > Business Information) and submit your business address and phone number to meet our standard business verification requirements.
    2. Verify your phone number. Learn how to fix an unverified phone number

In some instances, if your account or one of your product offers is disapproved and you’ve either fixed the issue or you disagree with the issue, you can request a review. If the review is successful, your issue will disappear. If the disapproval remains and you’re uncertain with how to proceed, contact us for support.

Note: If you use a third-party platform to list your products, you may also be able to go to your third-party application to request a review.
If you’re working with a third-party platform, some of these instructions may not apply to you. Refer to your third-party platform for instructions on how to resolve the issue and request a review. Learn how to find support if you use a non-Google platform.

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