Google Merchant Center Suspended -- Untrustworthy Promotions

[MillenialByAge]

I've been running ads on Google for about 10 weeks with no issues. I woke up to an email this morning saying my account was suspended for the following:

Misrepresentation of self or product (Untrustworthy promotions)

UNTRUSTWORTHY PROMOTIONS (MISREPRESENTATION OF SELF OR PRODUCT)

My immediate thought was that I had neglected to update the coupon code advertised on my home page. The code was initially advertised through April; I've now fixed it and have it running through May. 

Other than that -- is there anything else specific I can be looking for that would be flagged as such? I know Google is notoriously tight-lipped about these things, and I also know that if my review doesn't look good the first time I request it, I'm likely to be banned for good. I want to make sure I address everything possible before Google reviews it. Any ideas?

I have to chuckle a bit in spite of this issue -- as a straight-A, everything-by-the-book person, being suspended for "untrustworthy" behavior is new for me. Hoping to fix whatever needs fixing to get back in G's good graces. Thanks in advance. 

[Josh_Uebergang]

What is your store link? Have seen several reasons this can happen. I suspect there is a price mismatch caused by currency switching. This is bypassing automatic filters that typically lead to only disapprovals.

[Neo_5678]

kindly provide the store link to analyze it in detail.

[MillenialByAge]

Sorry! Here's the link:

https://sullyandrye.com/

[Neo_5678]

okay, thanks for the link!

get back to you soon!

[MillenialByAge]

Thank you so much!

[Abdennour]

My friend, I did everything and my account remains suspended!

www.stellawigs.com can you go over my website and let me know if you have any remarks.

or if you can unsuspend my account, its a paid task.

Thank you so much.

[AS11]

I have had the same thing happen and I have had Simprosys and a Developer check my site and fix any issues they thought it could be.  Google will not give me any specific answer and I have tried chatting twice.  I now have no idea what they require.  I would like some help on this too please if I may.  I read that Google won't advertise dropshippers, is this correct?

Thanks

[Neo_5678]

Seems like ads visitor reported the ads and that may be the reason you got this "UNTRUSTWORTHY PROMOTIONS (MISREPRESENTATION OF SELF OR PRODUCT)" error message.

[Seahawksguy]

I sensed this as well. I thought perhaps an item that was out was not deleted from our feed and ended up getting 20 orders but could not fill this. It would be shame to be the reason for the ban

[thebigjigg]

Did you ever get this resolved? Looking online, many merchants are facing the same suspension reason since March.  We recently got the same suspension and are puzzled at what is the issue.

[MillenialByAge]

No, I haven't yet. I'll update this thread if I end up finding a solution. 

[Neo_5678]

have you checked my previous answer?

what about the post you promoted?

[AS11]

Hi Neo,

Unfortunately I have asked for many reviews and had a developer look at my store.  I have fixed everything I thought it could be.  I asked for a specific answer however it was not given just a link to their policies multiple times. 

I had a price mismatched error originally that Simprosys told me they fixed and apparently they fixed in the theme too.  I have updated to the new Simprosys updated app in both Bing and Google and asked for a review.  Maybe it is a currency issue like I saw you post on before.

I have been using Bing instead.  When I think everything is as good as it can be I will ask for another review.  I have seen answers on forums saying so many different reasons.

Thanks

[Seahawksguy]

Yes I have been doing google ads for 7-8 years no problem whatsoever, however first time in my life google ads banned my shop and I'm still unsure what happened. We do have some dropship items but most of items are manufactured from our shop. So google ads says no dropship but wasn't a problem until shopify opened doors for new shops to take over google shopping and I think that's when google realized they needed to do something about it and take shops like mine down which is quite frustrating since been with them for 8 years (spent literally 30k on ads and roughly 20k conversions with a good margin on profit)

[Dmengel]

I have bought an approved Merchant Center to a Vietnam Man. I have setting to My account with a new domain ( it was 10 minutes ago) i AM going to see how it works..

[Seahawksguy]

Wait you are starting a merchant account under someone in "Vietnam" like new ipaddress etc?  If yes, i believe google automatically puts you in Vietnam if you try to mask your ip etc.. 

[Dmengel]

A Vietnam Man sell me a approved Merchant Center account.

I am testing ..

I don't use shoppify. My account are un woocommerce ... 

The active account he sell me. It does use shoppify.. 

But when i change the domain the account change to.. initi revision..

I pay to ads about ...30 k dollars by month in Merchant Center

[Seahawksguy]

A Vietnamese man sold you a merchant acccount? And using woocommerce? Do they have apps to connect google ads with woocommerce?

[Dmengel]

He sold me and account using Merchant Center and shoppify... I use woocommerce. Then i delete all products and i add My products and My website..

[Dmengel]

Merchant Center and woocommerce could connect with a spreadsheet

[Seahawksguy]

I take it you don't have much products so it's easy to cut and paste to spreadsheet. 

[Dmengel]

somebody could fix it?

[baobanner]

Did the account you bought work?

[avigreen]

did this work for you?

[avigreen]

I am having the same issue with 10 of our stores. Anyone can help?

livananatural.com

[sezars]

Hi,

We are having the same problem. Our merchant center account has been suspended with the same code. we have secure payment methods, regular properly-leading promotions. Only one thing that comes to my mind is that we have the same address and telephone number with three  websites. Even though they all belong to our legit company, can google assume that as a fraudulent issue? 

[emily1982]

Hello,

Same thing happened to be. I'm banned for life and have no clue what I did. I follow all the rules 100% nothing is untrustworthy. They also were very vague and wouldn't help me fix the issue or tell me what needed to be done and said I was permanently suspended. I have a 5 star google review, I have a great social media following, I have good reviews on the knot. I have a return policy, business license, I cannot for the life of me figure out what it is I did wrong.

He just said this: 

Let me state, enticing users to part with money or information under false or unclear pretenses; presenting a false identity, business name, or contact information; charging users for products typically available for free; sites that are ‘phishing’ for users information leads to such suspension.

Post checking the account, I can see account has been suspended as Highly Suspicious due to not being inline with our policy: Untrustworthy promotions.

As per the policy, concealing or misstating information about the business or product may lead to suspension of the account.

You may consider checking the section Untrustworthy promotions in our help center article. https://support.google.com/merchants/answer/6150127?hl=en

Further, I would like to share that such suspension are permanent in nature and your account may not get reinstated in future.

I have shared all the possible information in regards to suspension. Any changes on website or on account may not reinstate as Highly Suspicious suspensions are permanent in nature.

Let me share, Google may review information from multiple sources, including promotion, website, accounts, and 3rd-party sources, in determining whether a merchant or site is untrustworthy.

[emily1982]

also forgot to mention I sell wedding dresses and no they are not something I can sell for free. I do not have a false identity or business name. Everything they have accused me of is totally false. 

[thebigjigg]

This is happening to so many merchants lately.   Google is being really quiet on it.  It's just not right.  We need to band together to figure out why this is happening.

[emily1982]

For being banned for life they should at least have the decency to explain why. We deserve that Instead of their silly vague script that they just repeat to you over and over which doesn’t even make sense when it doesn’t relate to anything you’ve done. They are totally crooked. I don’t trust them one bit. Seems very suspicious on their end.

Yes something needs to be done!

[thebigjigg]

I know.  And the huge amounts of money we are spending with them, we deserve an answer.  See if you can keep pressing the adwords manager to see if they can give you any idea.   Whatever secret policy changes they are doing during this crisis are completely insane.

[Dmengel]

Hi Man.
I am a developer.
I had the same problem.
I change the domain and Google approved My page for 24 hours and after ir was suspended. So, this trick was working for 15 days. After they change this process which suspended the account to initial revision peocess then this trick not working anymore. I clone My website 10 times then only 2 was approved. And other 8 has been suspended. But they are pages totally equals...
My websites has been checked for Google support and they Say all is fine in My pages..
But they need check for an expert, then i believe ir depends of that expert if it is suspended or approved...

[thebigjigg]

What countries were you doing?

[AS11]

Only US and in US dollars.

[AS11]

Wow that is really scary.  I have had everything updated and can not find anything wrong.  Asked for another review and received the same letter back they always send with no clarification.  It is seriously annoying.  They told me to set up a new merchant center.

[Soroush]

Hey,

Did hey tell you to open a new merchant account? I thought it's against their policy to open multiple accounts.

Btw, the same happened to me, both of my GMC and Google Ads been suspended last night! It sucks.

[YUASA]

Opening a new account was a suggestion but my thinking was it would just be
suspended for the same reasons. I opted to correct the issues with the
existing account.

[Seahawksguy]

Are you in advertising or just develop shops then resell... Are using platforms like prestashop

[avigreen]

were you successful with the 2 domains to keep them alive when you changed the domain?

[Dmengel]

When You change the domain and create a.new Merchant account.

You have a new opportunity. I created about 20 accounts and 2 were active and 18 were suspended. The 20 accounts were exactly equals.

1 of those accounts lived 3 months and after ir was suspended

The other account lived about 45 days and after ir was suspended too.

[avigreen]

so you just changed the domain and created new merchant center and wait for approval? any other changes?

[Dmengel]

I changed contact info.

But i created 20 accounts and 18 were suspended.

Those accounts which were actived. A human of soport actived it.

But i believe this is luck.

Because if he is good he approve it but if he is Bad then he suspended it...

[avigreen]

anyone here interested in joining a lawsuit?

[Dmengel]

Now. My account was suspended for ads policy and My products got suspended.

But 5 days ago. My account continue suspended but My products are in green color and they are running. But My account is suspended and My products are green.

It's a Google bug

But i AM lucky.

[AS11]

Totally agree it is insane.

[Seahawksguy]

Is there any other sites or forums that talk about this topic? Cause I'm in shock . 

[messenger]

Ad words lady took a pitty on me and tried help me but nothing happened.  I just received a bombardment of emails from merchant telling me I'm suspended for good. And the irony is I was suspended the very first night I took possession of the site and went live. 

I feel that in going to destroy my health if I don't stop think about this.

Google is like a judge, Jurors and executioner  to most of us here. 

Regards

[AS11]

Yes Emily it is so annoying. 

[Seahawksguy]

 Well, due to covid they don't have phone chat and the fact that shopify opened doors for free google merchant many flooded the system . As well as lot of other merchants that are non shopify opened multiple shops easily and got on google. Google probally had enough and had to filter out shops and cut ties with.