> For the complete documentation index, see [llms.txt](https://helpcenter.channable.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://helpcenter.channable.com/css/css-troubleshooting.md).
# CSS troubleshooting
My merchant is missing in Merchant Overview, but it's active in Google
{% stepper %}
{% step %}
### 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.
{% endstep %}
{% step %}
### 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.
{% endstep %}
{% step %}
### 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.
{% endstep %}
{% step %}
### 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](/get-started/contact-support.md).
{% endstep %}
{% endstepper %}
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](https://helpcenter.channable.com/list-advertise/google/manage-and-optimize-google-ads/google-text-ads/set-up-text-ads/adding-a-new-google-ads-connection) 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](https://www.google.com/intl/en_us/retail/). 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](https://www.channable.com/contact). 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](https://support.google.com/merchants/answer/12658538?sjid=4561009388716973535-EU\&hl=en-GB). 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](https://support.google.com/merchants/answer/12658538?sjid=4561009388716973535-EU\&hl=en-GB).
#### 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](https://www.google.com/intl/en_us/retail/). 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.
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:
```
GET https://helpcenter.channable.com/css/css-troubleshooting.md?ask=&goal=
```
`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.