u/Appropriate-Club5229

Hi everyone,

We are running into a Google Ad Manager / publisher account issue and I’m trying to figure out the correct official Google support path.

We are onboarding a new Google Ad Manager child account under an MCM / parent publisher setup. During onboarding, Google says the account is not approved because we already have an existing Google publisher account.

The problem is that we cannot access the existing publisher / Ad Manager account. When we try to log in to Google Ad Manager, it returns Error 500, so we cannot close the old account or remove the duplicate account from the UI.

We also tried closing the related Google Payments profile, but Payments Center says there is still an active subscribed product/service listed as “AdSense”, so the payments profile cannot be closed either. It looks like the old publisher / AdSense payment service is still attached to the payments profile, but we cannot access the publisher account to unlink or close it.

My questions are:

1. Is there any official Google email address or support channel for Google Ad Manager / Publisher Support?

2. If there is no direct email, what is the correct official way to open a support case for this kind of issue?

3. Should this be handled by Google Ad Manager support, AdSense support, Google Payments support, or the MCM parent publisher?

4. Can Google support identify the linked Publisher ID / publisher account from a payments profile ID if we cannot access Ad Manager or AdSense?

5. Has anyone dealt with a duplicate publisher account block where the old Ad Manager account returns Error 500?

We do not want to post any sensitive details publicly, but we can provide Google support with the payment profile ID, login emails, company name, screenshots of the Error 500 page, the duplicate publisher account message, and the Payments Center message showing the active “AdSense” service.

Any advice on the correct official support route would be appreciated. We are mainly trying to find the right Google team or official contact method to resolve this.

We are onboarding a new Google Ad Manager child account under an parent publisher setup.

The onboarding is blocked because Google says we already have an existing Google publisher account. The problem is that we cannot access the existing Ad Manager / publisher account. Login returns Error 500.

We also tried closing the related Google Payments profile, but Payments Center says there is an active subscribed product/service listed as “AdSense”, so the payments profile cannot be closed.

It looks like the payments profile / publisher payment service is still linked to an old publisher account, but we cannot access that account to close or unlink it.

Questions:

1. Is there any way to identify the Publisher ID from a Google Payments profile if we cannot access Ad Manager or AdSense?

2. Should this be handled by Ad Manager support, AdSense support, Payments support, or the parent publisher?

3. Has anyone seen the “existing publisher account” block combined with Ad Manager Error 500?

4. Can Google manually unlink/close the publisher product from the payments profile?

We can provide screenshots to Google support, but we do not want to post IDs/emails publicly.