CSS troubleshooting

Fix setup issues and common errors in Channable CSS

My merchant is missing in Merchant Overview, but it's active in Google

1

Check your access

1. Double-check that your Google connection has admin access to Merchant Center and Google Ads.
2. Wait a few hours after connecting or refreshing the connection.

2

Check your sources in Google

If you're sure you have admin access, your issue may lie in with your data sources in Google Merchant Center.

1. In Google Merchant Center, go to Settings > Data sources.
2. Check whether your account relies on any of the following data sources:

   • API data sources
   • Google UI/Manual data sources (with multiple feed labels)
   • Found by Google (autofeed) data sources

These specific data source types prevent Channable from reading your product data. Because they can support multiple targets without fixed settings, Google doesn't return feedLabel or language fields for them.

3

Add a file data source

If you relied on one of those sources, add an additional public product data file to your Merchant Center account so Channable can access required product values:

1. In Google Merchant Center, open Settings > Data sources.
2. At Provided by you, click Add product source.
3. Upload your product data in a CSV, XML, or Google Sheet file.

4

Refresh your data

1. Back in Channable, go CSS Merchants > Merchant Overview.
2. Click Refresh.

If you don't see the option to refresh, please contact Support.

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 appear as disapproved, open Diagnostics in Merchant Center. Check whether Google reports CSS not selected for this destination.

If you can't select a CSS for Free Listings, another Merchant Center shell account may have already claimed your website URL. Find that account and select Channable CSS there.

If you can't find the shell account, create one using a Google account that isn't connected to Merchant Center. Then verify and claim the same website URL.

For the complete resolution steps, see Solve “CSS not selected for this destination” for Free Listings.