Facebook Issues with KIT App

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Excursionist
12 0 4

Has anyone else had their Facebook deactivated because of the Kit app?

 

I've had my Facebook account deactivated and in order to reactivate it I had to submit a photo of myself and then wait for it to be reviewed. This has happened two weeks in a row now. Monday morning it happened after just a few clicks (was checking business manager and then responded to kit about publishing a re-targeting ad) and then I was automatically signed out :(

The only thing I can think of that's causing this is the app. I'm going to have the messages sent to my phone to see if that helps once I get my account back. So frustrating!

 

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Tourist
9 0 4

I wish I could help. My first experience with Kit, when I had a previous Shopify store, it advertised to what seemed to be porn customers. I sell handmade dolls. I suppose with 'dolls' in the title of my items, this is what Kit found to be my audience. I don't sell dolls that would appeal to that audience, so I wonder how reliable it is. But then, I offered more that dolls now with my new store. The issue I currently have is the FB account is still connected with the old account and Kit follows what FB is doing and I can't change it, for some reason. Yes, I understand your frustration.

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Shopify Staff
Shopify Staff
678 50 152

Hi, @tinytotpropshop!

Julie here from Shopify Support.

I can completely understand how frustrating it could be to have you Facebook account deactivated. I've checked in with the Kit team about this and they have stated that as Kit is a badged marketing partner of Facebook and simply uses Facebook’s API, it would not play any part in Facebook choosing to deactivate your account.

Are you perhaps using a different Facebook account than your own personal one to manage your Facebook Page? Facebook routinely verifies that accounts managing Pages and Ad Accounts are connected to active, personal users. If you aren't using your own personal account to manage your Page, then it sounds like you could be using a "grey account", which Facebook has chosen to deactivate. According to Facebook, “A grey account is used to admin Facebook Pages and run advertising without a personal Facebook account.” 

In short, if you are not using your own personal account to manage your Facebook Page, then I would recommend doing so. Doing this, you would have to give your personal Facebook account admin access to the Facebook Business Page, the Ad Account, and the Business Manager Account. More information about grey accounts and how to fix them can be found here.

To address @toshfomby's question, Kit actually has a help doc on how they create custom and lookalike audiences you can access here. It also goes over the targeting techniques it uses to create these audiences. Essentially, there are 3 places Kit gets data to power your targeting. This would include from Shopify (customers who have shopped with you, your Facebook Page (people who have "Liked" your page, and the Facebook Pixel on your website. As for your issue with your Facebook account still being connected to the old account, I recommend checking your Facebook Page roles to make sure that the same account is connected to the right Business Page, Ad Account, and Business Manager Account.

If either of you need any further assistance with the Kit app, feel free to contact the Kit team directly at hellokit@shopify.com and they will be happy to lend a hand. They also have a Live Chat feature you can access in the bottom righthand corner of their Help Center. I hope this helps!

Julie | Social Care @ Shopify
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New Member
1 0 1

I installed the KIT app on 6-24-20 and my facebook account was deactivated on 6-24.  i deleted KIT and contaced fb to get me out of Fb jail.  they did and now Im afraid to reinstall it.  what am i doing wrong?  

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Shopify Staff
Shopify Staff
678 50 152

Hey, @Dys!

Because Kit is a badged marketing partner of Facebook, it's very unlikely that the app was the reason why your account was deactivated. Instead, it sounds like it was a mere coincidence that you happened to install Kit on the same day that this occurred.

As mentioned above, Facebook actively verifies that accounts managing Pages and Ad Accounts are connected to active, personal users. If you aren't using your own personal account to manage your Page, then it sounds like you could be using a "grey account", which is why Facebook chose to deactivate it. Was this the case? 

If you would like to continue using Kit, my suggestion would be to simply install the app once again. Give then fact that you have already been in touch with Facebook, there shouldn't be any further issues with your account. 

What are you planning on using Kit for? If you're looking for some ideas on how you can best utilize the Kit app, I recommend checking out our blog post, "8 Ways Kit Can Help You Make Your First Sale". There are some great tips in there to help you make the most out of Kit. Let me know what you think!

Julie | Social Care @ Shopify
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New Member
1 0 1

Hello,

I have recently experienced a similar issue yesterday with my business Poiz Watches after I completed the Kit connect your Facebook Ad Account to Business account sign up my business page was blocked and currently under review. My Instagram account was also affected as I can't promote on either platform. Facebook stated they are currently reviewing my situation. 

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Shopify Staff
Shopify Staff
678 50 152

Hi, @PoizW.

Thanks for joining in on the conversation. It sounds like you may have a grey account, as mentioned above. Is that the case or is your Facebook page connected to a personal Facebook profile? Grey accounts are generally the reason for these occurrences. 

That being said, I'm glad to hear that Facebook is currently reviewing your account as they should be able to help you reinstate your account. Once things are resolved on Facebook's end, feel free to refer to our help doc on setting up Kit to complete the onboarding process. 

Let me know if you have any further questions!

Julie | Social Care @ Shopify
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