Old Shopify Created Ad Account That We Don't Have Access To Was Randomly Suspended - Can't Get Help

[Edd13]

Back in January of 2021 when setting up Shopify, Shopify created a Google Ads account on our behalf, sending us an invite to manage it from merchant-marketing+us-1@shopify.com . Over the years we've migrated to our own ad account and started running ads directly through Google Ads, rather than the Shopify marketing dashboard. Our Shopify dashboard links to our own ad account and hasn't given us any issues in years.

At some point our access to that Shopify ad account was removed, and we assumed since we haven't used it in years, this didn't matter. Fast forward to last week, our Google Merchant Center account was suspended because that old ad account that Shopify made got suspended. We reached out to Google, who said the only way to resolve it is to reach out to Shopify, have them work with Google to unsuspend that ad account, and then delete it so it no longer has any ties to our Google Merchant Center account.

I've now spent 5 days trying to express this to Shopify support. Who keeps telling me they don't have any access to Google Ads at all (although the only admin on that Ad account seems to be merchant-marketing+us-1@shopify.com ) , and try to suggest deleting Google Merchant Center to fix the problem. I'm at a loss for how to get this across to someone at Shopify correctly, so was hoping if I posted here, someone may have some feedback on how to try to resolve this issue, outside of these Live Chat's where I explain the problem, and they tell me "so which Shopify store is suspended - yours is fine". 

With over 100k of monthly sales, I am utterly shocked at how horrible this entire process has been to deal with Shopify. 

[Edd13]

We have a long time ago. Google has even sent them a request to give us access so we can handle their issues for them. We sent a request for access to that ad account on our end also. Neither request has been answered by Shopify. They escalated this issue last week, and nobody has gotten back to us. I update the Shopify ticket daily to let them know. I sent them the Google ticket number, and shown them the exact messages from Google telling us Shopify needs to figure this out with their own ad account. 

Shocked at this entire process and the absolute lack of support or service from Shopify.