Account issues

    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
    copyrighted_content_copyright_dmca_policy
    Account suspended due to policy violation: Copyright (DMCA)
    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_link_promotional_text_policy
    Account suspended due to violation of feed specification: ImageLinkPromotionalText
    Severity: critical
    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_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.
    gambling_related_content_online_gaming_or_gambling_policy
    Account suspended due to policy violation: Online Gaming or Gambling
    Severity: critical, error
    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_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
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