Account issues

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Here are some account-level issues that might impact your merchant account.

See the Account statuses guide for sample API output, and to view the status of your account, including account issues. See Product issues for issues with individual products.

Last updated: February 23, 2022

Top issues

Here are the most common account issues:

Common issues

Here are the common merchant account issues by id, with their title and severity values. Click the issue ID for troubleshooting information.

Issue ID
abuse_of_the_network_affiliate_spam_policy
Account suspended due to policy violation: Affiliate spam
Severity: critical
abuse_of_the_network_arbitrage_policy
Account suspended due to policy violation: Arbitrage
Severity: critical
abuse_of_the_network_delivery_issues_policy
Account suspended due to policy violation: No online purchasing means - Delivery issues
Severity: critical, error
Details

Offer delivery to a physical address to all customers within your target countries.

abuse_of_the_network_duplication_policy
Account suspended due to policy violation: Duplication
Severity: critical
abuse_of_the_network_malware_policy
Account suspended due to policy violation: Malware
Severity: critical
abuse_of_the_network_no_online_purchasing_means_policy
Account suspended due to policy violation: No online purchasing means
Severity: critical
abuse_of_the_network_restricted_purchase_policy
Account suspended due to policy violation: No online purchasing means - Restricted purchase
Severity: error, critical
abuse_of_the_network_spam_policy
Account suspended due to policy violation: Spam
Severity: critical
abuse_of_the_network_user_cannot_purchase_policy
Account suspended due to policy violation: No online purchasing means - User cannot purchase
Severity: critical, error
Details

Make sure people can fully check out (purchase a physical product and ship to a physical address) from any product landing page on your online store. The buy button must be working and easy-to-identify, and the landing page must load properly.

adult_oriented_content_adult_policy
Account suspended due to policy violation: Adult
Severity: critical, error
adult_oriented_content_sexplicit_policy
Account suspended due to policy violation: Sexplicit
Severity: critical
alcoholic_beverages_alcohol_policy
Account suspended due to policy violation: Alcohol
Severity: critical, error
arkansas_marketplace_law_policy
Account suspended due to policy violation: Arkansas Marketplace Law
Severity: critical
cloaking
Account suspended due to policy violation: Cloaking
Severity: critical
custom_label
Account suspended due to policy violation: Misrepresentation
Severity: critical
dangerous_products_dangerous_knives_policy
Account suspended due to policy violation: Dangerous Knives
Severity: critical, error
dangerous_products_explosives_policy
Account suspended due to policy violation: Explosives
Severity: critical
dangerous_products_guns_and_parts_policy
Account suspended due to policy violation: Guns & Parts
Severity: critical, error
dangerous_products_illegal_drugs_policy
Account suspended due to policy violation: Illegal drugs
Severity: critical, error
dangerous_products_other_weapons_policy
Account suspended due to policy violation: Other Weapons
Severity: critical, error
dangerous_products_tobacco_policy
Account suspended due to policy violation: Tobacco
Severity: critical, error
data_quality_abuse_of_network_price_mismatch
Account suspended due to violation of feed specification: Abuse of Network - Price Mismatch
Severity: error
data_quality_availability_checkout_mismatch_policy
Account suspended due to violation of feed specification: AvailabilityCheckoutMismatch
Severity: error, critical
data_quality_availability_mismatch_policy
Account suspended due to violation of feed specification: AvailabilityMismatch
Severity: error, critical
data_quality_condition_mismatch_policy
Account suspended due to violation of feed specification: ConditionMismatch
Severity: critical, error
data_quality_different_product_landing_page_policy
Account suspended due to violation of feed specification: DifferentProductLandingPage
Severity: critical, error
data_quality_generic_landing_page_policy
Account suspended due to violation of feed specification: GenericLandingPage
Severity: critical, error
data_quality_image_robots_txt_policy
Account suspended due to violation of feed specification: ImageRobotsTxt
Severity: error
data_quality_installment_mismatch_policy
Account suspended due to violation of feed specification: InstallmentMismatch
Severity: error
data_quality_language_mismatch_policy
Account suspended due to violation of feed specification: LanguageMismatch
Severity: critical, error
data_quality_missing_vat_policy
Account suspended due to violation of feed specification: MissingVat
Severity: critical, error
data_quality_price_checkout_mismatch_policy
Account suspended due to violation of feed specification: PriceCheckoutMismatch
Severity: error, critical
data_quality_price_mismatch_policy
Account suspended due to violation of feed specification: PriceMismatch
Severity: error, critical
data_quality_shipping_data_quality_minimum_order_value_policy
Account suspended due to violation of feed specification: MinimumOrderValue
Severity: critical, error
data_quality_subscription_mismatch_policy
Account suspended due to violation of feed specification: SubscriptionMismatch
Severity: error, critical
data_quality_unsupported_currency_policy
Account suspended due to violation of feed specification: UnsupportedCurrency
Severity: critical, error
data_quality_wrong_shipping_policy
Account suspended due to violation of feed specification: WrongShipping
Severity: critical, error
data_quality_wrong_tax_policy
Account suspended due to violation of feed specification: WrongTax
Severity: error, critical
editorial_and_professional_standards_checkout_incomplete_policy
Account suspended due to policy violation: Checkout incomplete
Severity: critical, error
editorial_and_professional_standards_destination_url_down_policy
Account suspended due to policy violation: Destination URL down
Severity: critical, error
Details

Make sure that all of your landing pages can load on multiple browsers in all locations and aren't under construction. You can use a tool like Geopeeker to check your landing pages.

editorial_and_professional_standards_login_required_policy
Account suspended due to policy violation: Login required
Severity: critical, error
editorial_and_professional_standards_needs_improvement
Account suspended due to policy violation: Needs Improvement
Severity: critical
Details

Make sure your online store is fully functional and customized for your business and products. Remove any placeholder images, sample or generic text, or broken links.

editorial_and_professional_standards_parked_domain_policy
Account suspended due to policy violation: Parked domain
Severity: critical
Details

Make sure people can see your actual products (not links to products on another online store) on your website. If your website registration expired, renew it to fix this issue.

healthcare_and_medicine_forbidden_content_policy
Account suspended due to policy violation: Healthcare and Medicine - Forbidden Content
Severity: critical, error
healthcare_and_medicine_forbidden_content_policy
Account suspended due to policy violation: Rogue pharma
Severity: critical
healthcare_and_medicine_restricted_policy
Account suspended due to policy violation: Healthcare and Medicine - Restricted
Severity: critical
home_page_issue
Website not claimed/Website URL not provided
Severity: critical
irresponsible_data_collection_and_use_checkout_unsecure_policy
Account suspended due to policy violation: Checkout unsecure
Severity: critical
irresponsible_data_collection_and_use_information_harvesting_policy
Account suspended due to policy violation: Information harvesting
Severity: critical
lia_mhlsf_basic_availability_mismatch
Account suspended due to inconsistent availabilities between your basic merchant hosted local storefront and your local product inventory feed.
Severity: error
lia_mhlsf_full_availability_mismatch
Account warned due to inconsistent availabilities between your full merchant hosted local shop front and your local product inventory feed.
Severity: critical
marketplaces_individual_marketplace_account_policy
Account suspended due to policy violation: Individual Marketplace account
Severity: critical
marketplaces_marketplace_not_in_mca_policy
Account suspended due to policy violation: Marketplace not in MCA
Severity: critical
merchant_image_rejected
The 1:1 logo that you uploaded contains errors or does not conform to our logo requirements
Severity: error
merchant_quality_low
Account isn't eligible for enhanced free listings
Severity: error
misrepresentation_of_self_or_products_false_representation_policy
Account suspended due to policy violation: False representation
Severity: critical
misrepresentation_of_self_or_products_insufficient_contact_info_policy
Account suspended due to policy violation: User safety - Insufficient contact information
Severity: critical, error
Details

Show at least 1 of the following contact methods on your online store (ideally in the footer): business address, phone number, email, contact form, social media account. Also add your business address and phone number on the "Business information" page in Merchant Center.

misrepresentation_of_self_or_products_insufficient_payment_info_policy
Account suspended due to policy violation: User safety - Insufficient payment information
Severity: critical, error
Details

Accept at least 1 payment method (like credit card), and clearly show the full cost of a purchase to people before and after checkout.

misrepresentation_of_self_or_products_missing_refund_policy_policy
Account suspended due to policy violation: Missing refund policy
Severity: critical, error
Details

Show a clear return and refund policy on your online store and in the same language as your online store before checkout. Customers may want to know your return process, refund process, and customer requirements (return window, product condition, reason for return). If you don't accept returns or refunds, clearly state that on your online store.

misrepresentation_of_self_or_products_unacceptable_business_practice_policy
Account suspended due to policy violation: Misrepresentation
Severity: critical
Details

Show at least one (1) of the following contact methods on your online store (ideally in the footer): business address, phone number, email, contact form, social media business profile. Also add your business address and phone number on the "Business information" page in Merchant Center.

misrepresentation_of_self_or_products_unsupported_payment_methods_policy
Account suspended due to policy violation: User safety - Unsupported payment methods
Severity: critical, error
misrepresentation_of_self_or_products_user_safety_policy
Account suspended due to policy violation: User safety
Severity: critical
no_country_presence
Account suspended due to policy violation: No Country Presence
Severity: critical
offensive_or_inappropriate_content_endangered_species_policy
Account suspended due to policy violation: Endangered Species
Severity: critical, error
offensive_or_inappropriate_content_human_remains_policy
Account suspended due to policy violation: Human remains
Severity: critical
offensive_or_inappropriate_content_offensive_content_policy
Account suspended due to policy violation: Offensive content
Severity: critical
offensive_or_inappropriate_content_sensitive_issues_policy
Account suspended due to policy violation: Sensitive issues
Severity: critical
pending_address_and_phone
You need to enter your business address and phone number
Severity: critical
Details

Verify a valid phone number for your business

pending_phone_verification
Your phone number needs to be verified
Severity: critical
Details

Go to the business information page to verify your business phone number

products_that_enable_dishonest_behavior_hacking_policy
Account suspended due to policy violation: Hacking
Severity: critical, error
prohibited_content_academic_aids_policy
Account suspended due to policy violation: Academic Aids
Severity: critical
prohibited_content_counterfeit
Account suspended due to policy violation: Counterfeit
Severity: critical
prohibited_content_customizable_goods
Account suspended due to policy violation: Customizable Goods
Severity: critical
prohibited_content_digital_goods
Account suspended due to policy violation: Digital Goods
Severity: critical
prohibited_content_ebooks
Account suspended due to policy violation: EBooks
Severity: critical
prohibited_content_fireworks_policy
Account suspended due to policy violation: Fireworks
Severity: critical
prohibited_content_information_products_russia_policy
Account suspended due to policy violation: Information Products Russia
Severity: critical
prohibited_content_marketplace
Account suspended due to policy violation: Marketplace
Severity: critical
prohibited_content_misinformation
Account suspended due to policy violation: Misinformation
Severity: critical
prohibited_content_refurbished_goods
Account suspended due to policy violation: Refurbished Goods
Severity: critical
prohibited_content_stolen_property_policy
Account suspended due to policy violation: Stolen Property
Severity: critical
prohibited_content_traffic_devices_policy
Account suspended due to policy violation: Traffic Devices
Severity: critical
prohibited_content_used_goods
Account suspended due to policy violation: Used Goods
Severity: critical
prohibited_content_weapons_policy
Account suspended due to policy violation: Weapons
Severity: critical
spam_or_ads_product_bundling_policy
Account suspended due to policy violation: Product Bundling
Severity: critical
unsafe_website_domain
Account suspended due to policy violation: Unsafe Website Domain
Severity: critical
unsupported_shopping_content_immovable_property_policy
Account suspended due to policy violation: Immovable Property
Severity: critical, error
unsupported_shopping_content_requires_additional_software_policy
Account suspended due to policy violation: Requires additional software
Severity: critical
unsupported_shopping_content_services_policy
Account suspended due to policy violation: Services
Severity: critical, error
unsupported_shopping_content_subscriptions_policy
Account suspended due to policy violation: Subscriptions
Severity: critical, error
unsupported_shopping_content_time_sensitivity_policy
Account suspended due to policy violation: Time sensitivity
Severity: critical
unsupported_shopping_content_vehicles_policy
Account suspended due to policy violation: Vehicles
Severity: critical, error
unsupported_shopping_content_wholesale_currency_policy
Account suspended due to policy violation: Wholesale currency
Severity: critical, error