Can't confirm Contact Information when connecting Google/YouTube

Shopify Discussion

Topic summary

A user is unable to connect Google & YouTube to their Shopify store due to a persistent error stating contact information cannot be confirmed. Despite having contact details in the footer of every page (including checkout) and in Settings > Details, the system repeatedly reverts to an unchecked state after attempted confirmation.

Troubleshooting attempts made:

  • Tested in multiple browsers (Firefox and Chrome)
  • Tried incognito/private browsing mode
  • Cleared browser cache and cookies
  • Removed “+1” country code from phone numbers

None of these steps resolved the issue. The problem has persisted for months, causing significant frustration.

Recommended next steps:

  • Add a dedicated contact-us page to store navigation using Shopify’s template
  • Contact Shopify’s authenticated support team through the Help Center chat for further assistance

The issue remains unresolved and appears to require direct support intervention, as standard troubleshooting has not worked.

Summarized with AI on November 9. AI used: claude-sonnet-4-5-20250929.
1

I seem to have the same symptoms as this user:

https://community.shopify.com/c/technical-q-a/connecting-shop-to-google-merchant-but-not-working-quot-confirm/m-p/2089509

I can’t get Google & YouTube connected to my store because it can’t confirm that my contact information is present.

JackAce_0-1716573230793.png
JackAce_0-1716573230793.png556×280 21 KB

Every time I try to confirm, when I refresh the page, it goes back to the above unchecked state.

I have contact information on every page and I have confirmed that the contact information is also present on the checkout page.

Is there something else that could be causing this issue?

Thanks!

Jack

Footer present on every page:

JackAce_1-1716573416740.png
JackAce_1-1716573416740.png786×418 10.9 KB

Footer of checkout page:

JackAce_2-1716573467745.png
JackAce_2-1716573467745.png424×309 12.7 KB

When you click Contact information above:

JackAce_3-1716573530838.png
JackAce_3-1716573530838.png872×153 13 KB

2

Try again with a different browser.

3

I tried it both Firefox and Chrome. I got the same result with both.

4

Hey @JackAce

I do recommend doing a full browser cache and cookie clear and also trying to verify this in a private/incognito window as well. This helps us rule out all possible localized issues.

I would also try adding a simple contact-us page to your store navigation that includes your contact details, there is a template available when you go to create a new page for your store and you can add your contact information on there as well. Make sure you have contact details in your store admin under Settings > Details as well. Generally that is all that is required.

If you continue to have issues after creating a contact-us page then please connect with our authenticated chat support team for further assistance. To access our authenticated support, please follow this link: Shopify Help Center. Open the AI chat window and type “contact support” to get started.

5

I’ve tried it in Incognito mode and I’ve changed all instances of my phone number to remove the “+1” country code. I am getting the same result.

This is really frustrating since this has been like this for months.

Sounds like I will need to go through the Shopify Help Center.