At one point, we had Facebook enabled as a sales channel before it was disconnected. Now, I'm unable to reconnect the Facebook page. I get as far as adding the Facebook sales channel and being taken to Shopify's Facebook sales channel page. I can click "Reconnect account" and go through the pop-up Facebook UX flow. I sign into my Facebook account, the page shows up correctly in the pop-up, and I'm able to log into Facebook with 2FA and complete the connection on Facebook's end. But when the Shopify sales channel page reloads, I am told that I can't reconnect the page after all.
The error I get is, "Your Facebook account doesn't have admin access to the chosen page. Log in with the Facebook account that has admin access and try again. If you no longer have access to the current page, you can connect another page."
Problem is, I do have admin access through the Facebook account I'm using. Despite the error on Shopify's end, a Shopify integration tile appears in my Facebook account. I've tried removing the Facebook channel on Shopify, deleting this integration on Facebook's end and then re-reconnecting via Shopify. I've tried removing Facebook page admin access to my Facebook account and re-enabling it. I've tried different browsers. I've also tried connecting via another Facebook account that also has admin access to my company's Facebook page. Shopify just refuses to recognize that we have admin access to our own Facebook page.
I've had a support ticket (11933719) open with Shopify Support since Feb. 2 and have gone over 7 weeks with no resolution or meaningful updates. Facebook is our most important sales channel, so not having it is a dealbreaker for us. We've had to begin re-development on WordPress/WooCommerce. Has anyone else encountered similar issues? Have they been able to resolve it?
We found a workaround that uses the Facebook pixel. It takes some effort, but it's still mostly automated. Worth it if IG tagging is a high priority. Deep breath now:
1. In Facebook Events Manager: Create a Facebook pixel. Then in Shopify: and the pixel ID to your Shopify store under Online Store > Preferences. You'll need to set up a free Facebook business account if you haven't already. Shopify's tutorial was reasonably helpful: https://help.shopify.com/en/manual/promoting-marketing/analyze-marketing/facebook-pixel
2. Create a Catalog in Facebook Business Manager and connect it to Instagram:
3. The Facebook pixel has to fire to transmit your product info to Facebook/Instagram. So to add your Shopify site's products to FB/IG, navigate through your site and view each variety of each product on your site. It took 15 minutes for our products to show up in the FB Catalog after we triggered the pixel. From there, we could edit certain FB Catalog fields independently to customize how the product appears on FB and Instagram.
4. Once the pixel picks up your products and they become visible in your Facebook Catalog, you have the option to sort them into Product Sets using logic or manually. While in the Facebook Catalog window, click "Product Sets" on the left to do this. Product Sets will carry through to your Facebook Shop.
5. Still in your Facebook Catalog: If you want your IG tags to link to your Shopify store product pages (as opposed to using Facebook's checkout UI), click into each product and verify that "WEBSITE LINK" has the appropriate product page URL and not a Facebook URL. You may have to edit and replace each product's link. This setting carries through to IG tags and determines whether IG users are directed from a product tag to your Facebook Shop, or to your Shopify product page. We prefer the latter as it provides opportunities for newsletter signup and all the other nice automations we have running in Shopify (review follow-up, automated fulfillment, easier returns processing, etc.).
Downsides to this approach:
After this debacle, I can say that Facebook is, from a UX perspective, an overly complex, steaming pile of garbage. You have to go through 4 completely different UIs within Facebook's platform just to set up a Facebook Shop with user permissions and linked products. That's before you even get to audience tracking. I think the Facebook/IG Shopify app failure lasting so long might be less a function of Shopify not caring, and more a function of incompetence (the engineers at Facebook being completely unable to wrap their heads around their own platform).
We were given similar advice @GGFY . Even walked through the steps with Shopify Support via chat.
The other thing Shopify Support had us try was uninstalling the Shopify and Shopify IG apps from the Facebook account administering our business's page/store. Of course, this is done in yet another Facebook interface, outside of Business Manager/Shop Manager/Events Manager: https://www.facebook.com/settings?tab=applications§ion=active
So our (failed) troubleshooting process looked like this:
1. Uninstall FB and IG apps in Shopify. Confirm that they have been removed as sales channels.
2. Remove Shopify and Shopify IG apps from Facebook using the link above.
3. Log out of both platforms. Clear browser history/cache/cookies.
4. Log into Shopify and add Facebook via Manage Sales Channels.
5. Still in Shopify, connect the Facebook account (this is where something didn't work as intended. Support was surprised to hear that I was still seeing "Reconnect account" instead of "Connect..."). If this works, you can then add the Instagram Sales Channel the same way.
Again, this didn't work for us. Facebook Pixel is the only way I have found to automatically feed Shopify products to Facebook/IG catalogs and make them available for product tagging.
If you want an app to support your customers via live chat, check the Facebook Chat Box. Besides, you can also keep in touch with your clients even when they left your store because the conversation is saved on your Messenger Platform. The app is totally FREE.
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