Troubleshooting onboarding steps

When you have completed the onboarding process, we will request the switch from your current CSS partner to Producthero CSS. Sometimes an error can appear while switching between CSS partners, which means there is an action required from your side to complete the switch. 

The most common switch errors are:

• Same feed error

• MCA ID instead of MC ID error

• Same user error 

• Merchant Center ID does not exist

Same feed error

There over 8,500 merchants connected to Producthero’s Merchant Center Account (MCA). Due to Google’s policy it is forbidden to have two (or more) of the same feed names or file names within the same MCA. This means that all of our clients need to have a unique feed and file name in their Merchant Center. 

What is an example of a too generic file/feed name? Too generic examples are Google feed, feed, products, NL, DE or other landcodes. 

What is an example of a good specific file/feed name? A good file or feed name would be the name of your shop + the target country + the date that you have uploaded the file/feed: Rituals_UK_01012023

How can I fix the Same feed error? You can easily change your feed name following these steps

Step 1. Click on the feed name

Step 2. Click on settings, then click on the name and then save the name. 

Unfortunately, you cannot change the file name this way. In order to change the filename you should delete the whole feed, create a new feed and reupload a file with a new unique name. Don’t worry about Google having to review your products again, once your products have been reviewed and you upload the same file, your products will be approved within moments. 

For more information, you can read this blog.

MCA ID instead of MC ID error

If the Merchant Center you want to switch is part of a Multi Client Account (MCA), it is important that you submit the Merchant Center ID and not the ID of the MCA. 

Where can I find the Merchant Center ID? You can find the Merchant Center ID in the top right corner in the Merchant Center. You can notice that it is a Merchant Center and not an MCA by looking at the menu on the left side, it should include the Products and Performance tab. 

Where can I find the MCA ID? You can find the MCA ID in the top right corner in the Multi Client Account. You can notice that it is a MCA and not a Merchant Center by looking at the menu on the left side, if there is a tab with ‘accounts’, you know you're now in the Multi Client Account. If you want to see the Merchant Center ID, first navigate to the correct account.

Same user error

If there is already an MCA of yours on Producthero CSS and you want to switch another Merchant Center which has access with the same email address as the MCA we receive an error message; Google doesn’t allow this. 

In order to fix this, either the email address in the MCA or the Merchant Center has to be removed. 

Merchant Center ID does not exist

A common error is that the Merchant Center ID that our clients have submitted does not exist. It is important that you submit your Merchant Center ID instead of your Google Ads ID. 

Products on our website

Once you are switched to Producthero CSS, your products will be displayed on our comparison page. It will take around 2-3 working days before the products are visible on our website. No worries, your products are shown on Google Shopping at all times, there will be no downtime when switching to Producthero CSS.