CSS troubleshooting

Fix setup issues and common errors in Channable CSS

Error: "We couldn’t retrieve your performance data"

If you have the status “We couldn’t retrieve your performance data” at your Dashboard, try the following to retrieve your performance data:

1. Make sure that the Google account you linked as a CSS merchant has access to a Google Ads account that is linked to the same merchant center OR link another Google account that has access to Google Ads. Click Manage connections to check this.

2. Once you have made these access changes, click Retry connection to try to retrieve your performance data.

Error: "Unsupported country for CSS program" issue

If you encounter the Unsupported country for CSS program error while using Channable’s CSS, it almost always means your Merchant Center is set to a country outside the 21 supported regions in the EU.

This issue arises when switching to a Google CSS partner while being active in countries outside the CSS program.

How to solve the issue:

1. Create a new Merchant Center account here. This account must be created with a Gmail account that is not connected to the Merchant Center. If you don't have an account, you can create a new Google account.

2. Claim the same URL and Google CSS, to access the CSS Dashboard. It is not necessary to include any products in it, you only have to claim the URL.

3. Within your CSS Dashboard in your new shell account (click the cog wheel and then “Comparison Shopping Services”), ensure your CSS partner is set for both EU and non-EU countries. Look for the "Selected for placing products outside of Europe" option and enable it, if it's not already active.

If you are experiencing ongoing issues, contact our support team. We're here to ensure your products are correctly listed in all markets.

Error: "CSS not selected for this destination" for Google Free Listings

If your free listings show up as disapproved in your dashboard, you must check what the reason is that your items are disapproved. Click on “Diagnostics” and if you see the issue “CSS not selected for this destination", this article can help you solve this error.

You have to change the CSS with which you participate in free listings in the CSS Dashboard. On this page you have to select Channable as your CSS for Free listings. Please note that the CSS dashboard is only available in the Google Shopping Merchant Center account where the merchant has claimed their website. You can find more information on the Google Help Center.

What can I do if I can’t select the CSS for free listings?

If you don’t have access to this dashboard, that could mean there is an existing ‘shell account’. This means that there is another Google Merchant Center account with Google Shopping as the CSS that has the same URL claimed.

The easiest way to solve this is by searching for this ‘shell account’. Then go to the CSS Dashboard there and select the 'CSS for Free Listings'

If you can’t find this ‘shell account’ you have to follow the following steps:

1. Create a new Merchant Center account here. You must create this account with a Google account which is not connected to a Merchant Center. Create a new Google account if necessary.

2. Claim the same URL and Google CSS to access the CSS Dashboard. You don’t need to add products to it, it’s just to claim the URL.

3. In your CSS Dashboard in your new shell account, click the cog wheel and then Comparison Shopping Services. You are now able to click Select the CSS for Free Listings and choose Channable’s CSS.

4. Finally, you need to update the feeds in the Merchant Center account with your products (not in the new shell account). To do so, go to your data sources and click Update. Note that it can take up to 24 hours for Google to process the changes.