Common reasons for suspension
The suspension notification in AdScale or Google Ads/ Merchant Center should identify the general policy involved.
Review that policy carefully before making changes or submitting an appeal.
Contents:
🛠️Misrepresentation
🛠️Product price mismatch
🛠️Product availability mismatch
🛠️Shopping policy violations
🛠️Counterfeit products
🛠️Circumventing systems
🛠️Suspicious payment activity
🛠️Unpaid balance
🛠️Missing or inconsistent business information
🛠️Shipping information mismatch
🛠️Poor-quality or non-functional landing pages
1. Identifying the issue
You can identify this issue by navigating to your Google Ads dashboard.
In addition, you can contact the Google Ads support team to understand which policy violation led to the suspension.
You can learn how to do that here.
2. Common reasons for suspension
Click here for information about Google Ads account suspensions.
Here are some common Ads suspension reasons:
🟢Misrepresentation
Misrepresentation is a serious Merchant Center policy issue. It means Google believes that the business, products, pricing, availability, policies, or offers may not be presented accurately or transparently.
Common causes may include:
Advertising products that are out of stock
Product prices not matching between the website and Merchant Center
Sale prices or promotions that are no longer valid
Missing or unclear shipping, return, or refund information
Unexpected charges appearing during checkout
Business details that are inconsistent across the website and Merchant Center
Products that cannot be purchased or delivered
A return or refund process that does not work
Unverifiable claims about partnerships, certifications, or brand authorization
There are many possible causes, and Google may not identify the exact page or product responsible. Contact Google Merchant Center support when more clarification is needed.
Relevant Google articles:
Google may review the website, product feed, Merchant Center information, linked accounts, customer experience, and third-party information when assessing Misrepresentation.
🟢Product price mismatch
The price submitted to Merchant Center must match the price shown clearly on the product landing page.
Price mismatches may occur because of:
Currency differences
Incorrect sale prices
Variant prices not updating correctly
Automatic currency converters
Additional mandatory fees
Delays between website changes and feed synchronization
Structured data showing a different price from the visible page
Correct the price at its original source and allow time for the updated information to synchronize with Merchant Center.
Relevant Google articles:
Google requires the price and currency in the submitted product data to match the price and currency prominently displayed on the landing page.
🟢 Product availability mismatch
A product should not be advertised as available when it is out of stock or cannot be purchased.
Check that:
In-stock products can be added to the cart
Out-of-stock products are marked correctly
Product variants have accurate availability
Discontinued products have been removed or updated
Regional availability is correct
The product can be shipped to the targeted country
Availability should match across the store, product feed, structured data, and Merchant Center.
Relevant Google articles:
🟢 Suspicious payment activity
Google may suspend or restrict an account when it detects suspicious, inconsistent, or potentially unauthorized payment activity.
Review:
The cardholder name
The billing address
The payment profile
The account’s billing country
Recent payment-method changes
Declined transactions
Unfamiliar users with account access
Whether the payment method has been used across several suspended accounts
Google may ask for identity, business, or payment verification as part of the appeal.
Relevant Google articles:
Google may restrict spending or suspend an account when it detects suspicious or unauthorized payment activity.
🟢 Unpaid balance
An account may be suspended because of an unpaid invoice, failed payment, declined card, chargeback, or concerns about future payments.
To resolve it:
Review the Billing section in Google Ads.
Pay any outstanding invoices.
Replace expired or declined payment methods.
Confirm that the billing details are correct.
Complete payment verification if requested.
Relevant Google articles:
Google requires unpaid invoices and related billing issues to be resolved before an account can be reactivated.
🟢 Missing or inconsistent business information
Google needs to be able to verify who operates the website and how customers can contact the business.
The website should clearly include:
Business or trading name
Contact email
Phone number
Physical business address where applicable
About Us page
Shipping policy
Return and refund policy
Privacy policy
Terms and conditions
Secure and functional checkout
Business information should be consistent across the website, Merchant Center, Google Ads, payment profile, and linked accounts.
Relevant Google articles:
Google recommends checking the accuracy and consistency of business details, contact information, policies, and product information before requesting another review.
🟢 Poor-quality or non-functional landing pages
Google may disapprove products or restrict an account when the website does not provide a reliable shopping experience.
Check for:
Broken product links
Products that cannot be added to the cart
Checkout errors
Pages that do not load
Placeholder or unfinished text
Missing product descriptions
Pop-ups that block important information
Missing HTTPS security
Redirects to unrelated pages
Different content shown based on device or location
Policies that are hidden or inaccessible
Relevant Google articles:
🟢Shopping policy violations
Google Shopping has separate rules covering what may be advertised and how products must be presented.
Restricted or prohibited categories may include:
Counterfeit products
Dangerous products
Certain healthcare products
Adult-oriented content
Copyrighted content
Products that support dishonest behaviour
Products subject to local legal restrictions
A product may be disapproved individually, while repeated or serious violations may lead to an account-level suspension.
Relevant Google articles:
Google may disapprove individual products, limit visibility, or suspend accounts for repeated or serious Shopping policy violations.
🟢Counterfeit products
Google does not allow the sale or promotion of counterfeit goods.
Counterfeit products contain a trademark or logo that is identical or very similar to another brand and imitate the product in an attempt to appear genuine.
Make sure that:
All products are authentic
Brand names are used accurately
You can provide invoices or proof of authenticity
You have permission to use protected brand assets where required
Your website does not imply an official brand relationship that does not exist
Relevant Google articles:
Google’s Shopping policy applies to both the advertised product and the content presented on the merchant’s website.
🟢Circumventing systems
Circumventing systems means attempting to bypass or interfere with Google’s advertising review and enforcement processes.
Examples may include:
Creating a new account after another account was suspended
Showing Google different content from what customers see
Redirecting users to noncompliant pages
Manipulating website content to avoid policy checks
Repeatedly resubmitting ads or products without fixing the issue
Using multiple accounts to avoid restrictions
Providing false information during verification or an appeal
Do not create another Google Ads or Merchant Center account to work around a suspension. This can cause related accounts to be suspended as well.
Relevant Google articles:
Google treats attempts to interfere with its advertising systems or enforcement processes as serious policy violations.
🟢Shipping information mismatch
The shipping prices and delivery times in Merchant Center should match what customers see on the website and during checkout.
Common issues include:
Incorrect shipping costs
Missing destination countries
Delivery times that do not match the website
Free shipping shown in the ad but not offered at checkout
Mandatory fees excluded from the submitted shipping amount
Shopify carrier-calculated rates not transferring correctly to Merchant Center
Relevant Google articles:
Google notes that some third-party or carrier-calculated Shopify shipping rates may need to be configured manually in Merchant Center.
3. Resolving the suspension
First, resolve the cause of suspension based on the information from Google's resources and support team.
Be aware of a potential 72-hour synchronization delay between Google Ads and third-party tools like AdScale, during which discrepancies in suspension alerts might occur.
For example, add the required fields if your account was suspended due to missing business information.
Next, send an appeal to have the account reviewed.
This can be done by contacting Google Ads support or by clicking the ❓ icon in the top menu and clicking Submit an appeal.
⚠️Before requesting a review
Do not request a review immediately after making only one change. Review the entire website and account because the named suspension reason may cover several underlying issues.
Use these Google resources before submitting the request:
AdScale can assist with checking the integration, product synchronization, and feed-related setup. However, Google determines the suspension reason, reviews the appeal, and decides whether the account can be reinstated.