Contacting Google Merchant Center Support: The Correct Procedure
You've fixed everything, submitted an appeal, and got rejected again. Here's how to actually reach a human—and what to say when you do.
The Frustration is Real
Unlike many other platforms where you can call a support line and speak with a representative who has authority to review your case, Google Merchant Center operates primarily through automated systems and scripted support agents with limited ability to override algorithmic decisions. Human support exists—you just need to know how to access it.
The rejection email provides no details about what's still wrong, just a generic message about policy violations. You're frustrated, confused, and desperate to talk to an actual human being who can explain what Google wants you to fix. This guide will walk you through exactly how to reach support and, more importantly, what to say when you do.
How to Actually Reach Human Support
Google doesn't make it easy to find contact options for Merchant Center. Unlike their Ads platform where support is readily accessible (because paying advertisers get priority), Merchant Center is technically a "free" service, which means support resources are limited. However, there are several ways to reach someone.
1. Through Your Merchant Center Account
- Step 1: Log in to merchants.google.com
- Step 2: Click the question mark icon (?) in the upper right corner
- Step 3: Select "Help Center and Support"
- Step 4: Scroll to the bottom and click "Contact us"
- Step 5: Describe your issue in 100 characters or less
- Step 6: Keep clicking "Other" or "Something else" until contact options appear
Pro tip: Google's system tries to funnel you toward automated help. Don't select obvious categories—keep selecting "Other" until you see email, chat, or phone options.
2. Chat Support (Fastest)
When available, chat support is your best option. Response times are usually just a few minutes, and you can have a real-time conversation with a support agent.
Availability varies by account type, geographic location, and time of day. If you see the chat option, use it immediately.
3. Email Support
More reliably available but slower. You'll typically get an initial response within 1-2 business days, but expect 3-8 back-and-forth messages before your issue is fully addressed.
Advantage: You can attach documentation, screenshots, and detailed explanations that would be difficult to convey in chat.
4. Phone Support
Exists but is hard to access. As of 2026, the verified US phone numbers are:
- • +1-855-607-0431
- • +1-866-246-6453
- • Hours: 9 AM to 8 PM ET, Monday through Friday
Google no longer publishes these numbers on their website—you need to get them through the in-account contact flow or by calling Google's general business support.
Workaround: Contact Through Google Ads
If you have an active Google Ads account (even if you're not currently running ads), contact their support, explain that your issue is with Merchant Center which is blocking your Shopping campaigns, and ask them to connect you with the GMC team. Ads support has better resources and is motivated to help.
Why Support Often Can't (or Won't) Help
Understanding why Google support frequently fails to resolve suspensions is critical to improving your approach. The most common mistake merchants make is assuming support agents can just "look at your account" and tell you exactly what's wrong. That's not how the system works.
The Reality:
- • Suspensions are triggered by automated algorithms that scan your website
- • Support agents don't have access to the detailed scoring breakdown
- • They can see you were flagged for "Misrepresentation" but often can't see which specific elements triggered the flag
- • Agents follow strict scripts and aren't authorized to override automated systems
- • The appeal review process is 99% automated as of late 2025
Critical insight: Support agents can help you understand policies and point you toward potential issues, but they can't fix your account for you. The only way to get reinstated is to actually fix every policy violation on your site and in your feed. No amount of pleading will work if violations still exist.
What NOT to Say to Support
- "Why was I suspended?"
Support doesn't know. They see the same vague error you do.
- "I didn't do anything wrong!"
This puts them on the defensive and closes the conversation.
- "Can you just unsuspend me?"
They can't. Only the review team can, and support can only forward your case.
- Emotional pleas about lost revenue
"My business depends on this!" doesn't influence algorithmic decisions.
What TO Say Instead
- "Can you tell me which specific page or product triggered the violation?"
- "I've made changes to [X, Y, Z]. Can you escalate my case for re-review?"
- "I have documentation of the changes. How can I submit evidence?"
What to Include When Contacting Support:
- • Clear statement: "My account was suspended on [date] for [reason]. I've conducted a thorough audit and made corrections."
- • List of changes made: Organized by category with specific details
- • Screenshots: Before/after states for significant changes
- • Specific questions: "Is there additional information that should be included in my return policy?"
The Secret Weapon: Professional Audit Reports
Professional Merchant Center reinstatement services achieve success rates above 80% and often get accounts approved within 48-72 hours. How do they do it when individual merchants struggle for weeks or months?
The answer: Comprehensive audit documentation
Professional services conduct systematic audits of every compliance factor, fix every issue, document all changes with screenshots, and submit appeals with complete audit reports that prove compliance.
This works because Google's automated systems need objective evidence that violations have been fixed. Detailed documentation provides that evidence.
Your Audit Report Should Include:
- • Business info verification: Name, address, phone consistent across all platforms
- • Checkout flow analysis: Screenshots at each step, price verification
- • Policy page compliance: Quotes from each policy explaining how they meet requirements
- • Product feed accuracy: Spot-checks comparing feed data to website
- • Changes made section: Every modification with before/after evidence
The Appeal Timeline
After "Request Review"
Automated systems typically respond within 24 hours (though they state up to 7 business days).
If Approved
Products become eligible to show in Shopping results within 24 hours after approval.
If Rejected
Mandatory cool-down period: 7 days minimum. Increases with each subsequent failed appeal (10-14 days, then 21+ days).
Resolution Timeline:
- • Median time (going alone): ~32 days
- • With professional audit: 48-72 hours
- • The difference comes down to thoroughness
Don't Contact Google Empty-Handed
Generate a professional audit report to submit with your appeal. Show Google you've fixed everything.
Generate Appeal Report