“Ankit from Google Support Says So” …The New Standard for Policy Clarity?

Having to resort to Google Support for… well… support, strikes the fear of God into anyone who has to do this on a regular basis. In the world of digital advertising, transparency is supposed to be the rule, not the exception. But after spending nearly an hour in a live chat recently with Google Ads Support, we walked away with nothing but vague assertions, conflicting information, and one unforgettable quote, “We are unable to share you the article for the same.”

Let’s set the scene.

The Question: Simple. Reasonable.

We asked a question many advertisers have likely wondered:
Can you have more than one Google Ads account and one Google Merchant Center (GMC) account pointing at the same website?

This isn’t a loophole hunt or some attempt to game the system. It’s a basic operational query. The kind of query that should have a straightforward answer in a documented policy. Having searched around and found forum posts suggesting this was the policy and that Google was ‘quite clear’ that this was policy, it was puzzling to not be able to find anything published on the internet by Google claiming that this policy was, indeed, fact.

So we undertook our least favourite waste of time, which is getting in touch with Google Support in the hope this clear and straightforward question would be answered within a couple of minutes. And yet, what followed was a Kafkaesque dance of delays, dodges and contradictions.

A Bad Start: 7 Minutes To Confirm Back The Question

The conversation already started badly, and went a little like this with our opener at 3.19pm:

3.19pm: “Can you have more than one ad account and more than one GMC account pointing at the same website?”

After various back and forths that will be familiar to anyone who has ever tried to get a question understood by Google will recognise, there were many minutes of, ‘Hello, and how are you today’ and ‘kindly allow me 1-2 minutes so I can go through your pre-chat query’ before the following 7 minutes later:

3.26pm: “I understand that you have raised a concern regarding more than one ad
account and more than one GMC account pointing at the same website.”

To which the natural answer was… ‘yes’, which elicited:

3.28pm: “Kindly allow me 8-10 minutes while I get this checked for you.” 

The Response: Bureaucratic Tap Dance

Agent Ankit was polite, let’s give him that. But the script was clear: stall, obfuscate, repeat.

• First Delay: “Kindly allow me 8–10 minutes.”
• Second Delay: “Please allow me 3-4 minutes”
• Third Delay: “Allow me another 2–4 minutes.”
• Then This Bombshell: “We are unable to share you the article for the same.”

Wait… what?

A multi-billion-dollar company, defining the rules of a massive ad ecosystem, won’t provide a link to the policy it’s supposedly enforcing?

When pressed — repeatedly — Ankit admitted there are internal articles that lay out the policy, but “due to policy restrictions,” they can’t share them. Yes, you read that right: ⚠️ there’s a policy about not sharing the policy ⚠️

So, What Are We Left With?

Apparently, the sum total of what we’re allowed to know about this particular rule is:
“Only one Merchant Center account can claim a specific URL.”

No formal support document. No published enforcement guidelines. Just the hope that someone from support gives you the same answer tomorrow that they gave you today.

Ironically, Ankit even pointed me to two public-facing Google policy pages — neither of which says anything about multiple accounts pointing to the same website.

Why It Matters

Advertisers need clarity. Period. Whether you’re managing one store or fifty, playing guessing games with compliance is not just inefficient — it’s dangerous. Violating an invisible policy can mean suspended accounts, lost revenue, and the kind of headaches only Google’s opaque support infrastructure can provide.

So until Google decides to publish its so-called “internal articles,” we’re stuck with what might be the most honest and unhelpful policy enforcement standard in the history of tech:

“Because Ankit said so.”

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