Google Shopping Ads - Cannot use Merchant Account created by Magento

[jsdupuis]

Preconditions (*)

1. Magento 2.3.3
2. PHP 7.1

Steps to reproduce (*)

1. Go in Marketing --> Google Shopping Ads menu
2. Go through the whole onboarding process (link to Google account, create Google Merchant Account, claim website, create Google ads account, etc.)

Expected result (*)

1. Account status is Approved
2. I can run Google ads

Actual result (*)

1. A few hours after completing the onboarding process, I lost ownership of the Google Merchant Center (GMC) account created by Magento.
2. Claim status changed to "unclaimed" and account status changed to "disapproved".
3. I cannot access the GMC account through my own Google account (i was able to for a few hours)
4. I cannot re-claim my website because the URL field in the settings is disabled and my URL grayed out
5. I cannot create a new GMC account by clicking on the button in Magento
6. Google Support cannot help me because the account created by Magento doesn't belong to me directly. Google told me to contact the owners...
7. Nobody replies to emails sent to channels@adobe.com (developer of the original extension)
8. Nothing in the troubleshooting documentation of either Google or Magento covers this case

I'm guessing this issue with be closed (traditional "cannot reproduce"), but I'd like to know if there are some instructions to reset and restart the onboarding process from scratch.

[m2-assistant]

Hi @jsdupuis. Thank you for your report.
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• Information on your environment
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Please make sure that the issue is reproducible on the vanilla Magento instance following Steps to reproduce. To deploy vanilla Magento instance on our environment, please, add a comment to the issue:

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@jsdupuis do you confirm that you were able to reproduce the issue on vanilla Magento instance following steps to reproduce?

• yes
• no

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[m2-assistant]

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[engcom-Echo]

Hello @jsdupuis

Thank you for your report and collaboration!
Try to clear browser and magento cache. If it doesn't help try to open magento in Incognito Window. Then try to create a new GMC account.

[jsdupuis]

Hi @engcom-Echo

Thank you for the suggestions. I tried clearing browser and magento cache and going Incognito, but problem is the same. As further details, if I go in Settings, i see my GMC id and I can choose "edit URL" in the drop down. Screenshot 1 shows that I cannot edit my URL (all is greyed out).

If I try to create a new GMC account (screenshot 2), I cannot select a URL. It says "no option" probable because the URL is already selected in current GMC account. :(

Screenshot 1

Screenshot 2

[engcom-Echo]

@jsdupuis

Can you delete an old account?
Here is more info.

[jsdupuis]

@engcom-Echo I used to be running Shopping Ads before 2.3.3, but I unclaimed/unlinked my website before going through the onboarding process. I even deleted my old GMC account today in hope that it would solve the problem.

Is there any Magento log I can check to help investigate?

[engcom-Echo]

@jsdupuis

You can check system.log and exception.log.
Also files in the Report folder. (If it doesn't exist - that's ok)

[jsdupuis]

@engcom-Echo

I cannot find anything related in the log files. system.log shows this every day but it doesn't look like an error.

[2019-12-06 10:34:34] main.INFO: Add of item with id Magento_GoogleShoppingAds::scconnector was processed [] []
[2019-12-06 10:34:34] main.INFO: Add of item with id Magento_GoogleShoppingAds::scconnector_google was processed [] []

It's really confusing that Magento says "Website URL not provided" when we can see in my first screenshot that it was provided.