Hello dear Shopify community,
I have a problem and I don’t know exactly how to define it or who exactly to contact.
My online store (www.howling-nature.com) has existed in its current form for about 1 year now. At the beginning of this year I have dealt with Google-ads for the first time and tried normal campaigns, all without problems.
Now I wanted to start a Google shopping campaign, and did so successfully.
For this, I had already connected my online store to the Google Merchant Center (several month before activating the Google Shopping campaign). So far, everything went well.
About 2-3 weeks after activating the Google Shopping campaign, I was contacted by Google support that my shopping campaign was suspended because my products were not visible.
I spoke directly with a support member of Google and he said that no pictures of my products could be seen on my homepage, neither in the product overviews, nor on the product pages themselves, or that the pictures were only visible in a very pixelated way.
I checked this with different browsers, different devices, from different locations, but I had absolutely no problems and also sent “proof screenshots” to the support.
I was then told there would be another review. 3 days later my Google Ads account was completely blocked with the statement “I would present false information”.
Now I do not know what to do. My guess is that possibly due to certain scripts in the theme code, maybe on some browsers or devices the images of the products are not loaded correctly, but this is only a very rough guess as I have never had this problem and have not heard this from anyone who has visited my store.
I am using a fairly established store theme (Avone OS 2.0 vers. 4.3). Additionally, I have the Avada SEO suite app installed, which yes does interfere with the store code, if that information is helpful.
Google told me to contact Shopify support, well now here I am.
Since I don’t know exactly how to define this problem, I wanted to ask if anyone here could help me or direct me to the right place, or if anyone has even solved this problem before?
I did already some “insight” tests with GTmetrix and Google PageSpeed Insights, but the score is either good or the issues that are reported seemed to involve something with java.
As I have realy no idea about coding (liquid, java, html, etc) I am not sure if the problem might be there, if it might be the theme itself or some stupid wrong preference setup by myself that I cannot recognize.
Any help would be much appreciated!
Thanks a lot!