Insufficient Contact Information in Merchant Center: Fix

What this issue means

This is one of Google's Editorial and professional requirements for Shopping. Google describes it as sites missing core contact details, or with details that don't match the account. Shoppers need to know who they're buying from and how to get help, and Google checks for that before showing your products.

Usually you'll get a warning first with time to fix it, typically 7 or 28 calendar days. If it isn't fixed, the account can be suspended. Missing contact details are also a frequent contributor to broader Misrepresentation suspensions, so fixing them well helps on both fronts.

Why it happens

• Only a contact form. No email address, phone number or physical address visible anywhere.
• Details hidden. Contact information exists but only inside a chat widget, a PDF or an image Google can't read.
• Mismatched address. The address on your site differs from the one in Merchant Center, even slightly (a different suite number or an old address).
• Mismatched business name. The site shows a brand name, Merchant Center shows a legal entity name, and nothing on the site connects the two.
• Non-working details. A phone number that's disconnected or an email that bounces.
• Missing from key pages. No contact link in the footer or on the checkout page.
• Phone number not verified in Merchant Center, which is a related but separate account issue.

How to fix it

1. Create a dedicated Contact page and link it from the footer of every page.
2. List at least two contact methods, ideally all three:
   • A phone number that's answered or has voicemail during stated hours
   • An email address on your domain if possible (for example support@yourstore.com)
   • A full physical address, including street, city, state or region, and postal code
3. Add your business name as it's registered. If your store brand is different, add a line like "Brand Name is operated by Legal Company LLC."
4. Show customer service hours and an expected response time.
5. Put the contact details in text, not only in images, chat apps or popups.
6. Update Merchant Center to match. Go to Settings, then Business info, and check business name, address and customer service details. Make them identical to the website, including formatting where practical.
7. Verify your phone number in Merchant Center if it isn't verified already.
8. Link contact details from checkout and policy pages. Your return and shipping policies should tell customers how to reach you. Our return policy generator includes a contact section.
9. Test everything. Call the number, send an email and confirm both work.

How to request a review

Once the site and account match, go to Products, then Needs attention, and choose View setup and policy issues. Find the contact information issue and request a review. You may also see a Review and fix banner at the top of the account.

If you're inside the warning window, requesting a review before the deadline is the safest path. If the account is already suspended, the same flow applies.

How long it takes

Google says warning-period reviews can take up to 7 days, and account reviews typically take about 7 business days, longer for complex cases. Contact information issues are usually straightforward once fixed, but they're often reviewed together with the rest of the site, so other problems can delay approval.

Review requests are limited. Make sure everything matches before you submit rather than fixing one detail at a time.

How to prevent it

• Change your address in Merchant Center and on the website on the same day if you move.
• Keep contact details in the footer, where theme changes are less likely to remove them.
• Check the contact page after installing new apps or switching themes.
• Monitor the support inbox and phone line so they always work.

Mercantads can audit your contact details, business info and policies together, so nothing contradicts anything else, and handle the review for you. Contact us or see our Merchant Center service.