This is an accepted solution.
I'm Miles from the Social Care team at Shopify. Thanks for the question.
We'd absolutely recommend switching to the all-new Facebook channel which will integrate Facebook Shop, the Instagram Channel and the Facebook Marketing app all in one channel. Whilst you can still use the Facebook Shop channel, for now, I imagine it will eventually become unsupported in time, so there's never been a better time than now to switch over.
The main benefit of the new Facebook channel is that you have everything under one channel instead of spread over 3 different ones. Simply connect your Facebook account and you're set up for Facebook, Instagram and marketing. To use the Facebook sales channel your store needs to be on the Basic Shopify plan or higher. Before you can start using the Facebook sales channel, you need to set up a Facebook Business Manager that's connected to both your business's Facebook Page and an ad account that has an admin role for the Business Manager.
If you have the Facebook sales channel, the Instagram sales channel, and Facebook Shop installed, here's how you can easily switch across to the new channel:
When you complete this process, the current Facebook sales channel will be installed in your store and both the Instagram sales channel and Facebook shop can be found within it.
If you already had the Instagram sales channel approved and installed in your store, then the approval status carries over to the current Facebook sales channel. You can learn more about migrating to the new Facebook channel here: https://bit.ly/35E5Mkh.
Did you know your customers can now checkout directly on Facebook and Instagram without using your Shopify checkout? Check out this guide for more: https://bit.ly/3c0sUL0.
Hi @Miles, I've been trying for at least an hour to complete this process - but Shopify won't recognize that business ad account that I manage! Despite me having admin permissions and it recognizing the business PAGE that I manage, Shopify only shows my "personal" (which I don't use). It's so incredibly frustrating - I've unlinked and re-linked over 20 times now.
Could you please help us?
Also, I have another question; I want to follow all the steps that you wrote before, but many questions come to my mind:
In regards to the first question around the ad accounts, you just need to set up an ad account on your Facebook business page (business.facebook.com) on the corresponding account in your admin. When you load your Facebook Business account, you'll see your store and then an option to add the ad account into it. Once you've done that, the error should disappear. If this doesn't work, my suggestion would be to contact our live support team for assistance, as they'll be able to access your account to work out what the issue might be. You can contact the live support team here: https://bit.ly/3i52f21.
To answer your specific questions around disconnecting the Facebook Shop and moving across to the Facebook channel, the advice we've been given is that this is not something that will affect your data at all. The Facebook Channel came about after Facebook announced the new Facebook and Instagram Shop feature earlier this year and was a changed instigated by them. If you have specific concerns around losing data, I would highly recommend reaching out directly to Facebook to ease any concerns.
Your final point around the commerce account not appearing in the new Facebook channel can be resolved by going to your Facebook Business account directly and removing the Shopify link. Once you've done that, you'll be able to connect it to the new Facebook channel. Again, I would recommend speaking to our live support and Facebook Support to get this done if you have further concerns. We'll be able to view your account and authenticate you so we can take a look at your specific example.