Having problems connecting my shopify store to Facebook/Instagram

alissaann
Tourist
5 0 4

I have been having a lot of problems trying to connect my Shopify store to Instagram via Facebook Business Manager.

I am new to this platform. The main reason that I switched to Shopify was so that my Instagram posts would be shoppable.

I originally received an email from Instagram that said:
"You’re almost ready to start selling on Instagram. Now you’ll need to verify ownership of your website domain.

 
To verify your domain, log into your Business Manager using a computer and follow the step-by-step instructions in our help center. "
I followed the link to the Business Center, entered my domain name (tlcsafetybydesign.com), copied the txt Facebook domain verification code, logged into the DNS of my GoDaddy account, and added the code under a new TXT line item in my DNS records. Facebook also has a link to do a TXT lookup and I saw that it was there. I hit the verify button,  and it verified and there is a green dot next to the domain name.

However, when I checked the Facebook sales channel page on Shopify, the Instagram Shopping is rejected. It said that:
"You need to claim the domain connected to your business on Facebook.

 To use Instagram Shopping, learn more about domain verification. After you make that change, you’ll need to contact Facebook to submit an appeal. "

I've submitted multiple appeals over the past few days and keep getting the same answer:
Thank you for contacting Facebook Support. To use Instagram Shopping, you must verify ownership of the domain[tlcsafetybydesign.myshopify.com]. The following link (https://developers.facebook.com/docs/sharing/domain-verification) outlines the necessary steps to complete domain verification. In addition, you may also follow the steps outlined by Shopify via this link (https://shopify.dev/tutorials/customize-theme-verify-domain-with-third-party-services). Once this step is completed, you should have access to IG Shopping. If not, please feel free to reach back out to us. You can also learn more about our Commerce Eligibility Requirements here (https://help.instagram.com/1627591223954487?helpref=related).

I've taken photos of my screen and sent back appeals to show my DNS record, the Facebook Business Manager page where there is a green dot showing verification, etc.. Still get this same email. The link that they keep sending me of tutorials show a Facebook Business Manager page that is out of date and different than the Business Manager interface that they have now so it didn't really help.

I looked at my Facebook Commerce Manager, and it shows that same verify your website domain alert. It dawned on me that maybe they don't want me to verify my website page, but rather the Shopify domain tlcsafetybydesign.myshopify.com. I added that domain in the Business Manager, pasted the new code into my DNS records, and it will not verify. I did the TXT lookup and it does not show. It only shows the shopify domain as a CNAME (alias). Every time that I tried to verify, it would say: No DNS entries found. We did not find any DNS TXT entries for the given domain. I also tried to use the meta tag verification and it said the paste the code in the header. I pasted the code at the top of  header.liquid. Still nothing. It does not show in the TXT lookup.

I removed that domain and put in my website domain only - tlcsafetybydesign.com, did a new DNS code and it let me verify, shows a green dot next to the name and the code shows up in a TXT lookup and in the source of my homepage.

However, they do not want me to verify tlcsafetybydesign.com. The want tlcsafetybydesign.myshopify.com, which for some reason it won't - maybe because it is an alias.

I am out of ideas and have spoken to Shopify numerous times this week. I really need some help with this.

Miles
Shopify Staff
Shopify Staff
369 42 80

Hi, @alissaann!

I'm Miles from the Social Care team at Shopify. Thanks for letting us know about the issues with verifying your domain. I understand you've contacted Shopify a few times and you're just wanting to settle this so you can move forward to sell your products on Instagram.

Based on the information you've provided below, I just want to summarise what's going on and provide you with the next steps.

  • Your domain is hosted by GoDaddy.
  • Your online store is hosted by Shopify.
  • You've connected the Facebook channel in order to be able to use Instagram Shopping, however, your having troubles getting your domain verified.
  • You've used Facebook/Instagram's guides to add TXT records as well but are still getting rejected.
  • You're now concerned that they would like your .myshopify.com domain verified instead of your primary domain and are unsure how to do this.
  • You've contacted Shopify on multiple occasions and still don't have a resolution.

The first thing I'd like to let you know is that your .myshopify.com domain does not need to be verified if you're not using it as your primary domain. From what I understand, tlcsafetybydesign.com is your primary domain that your customers use to access your online store. If that's the case, then you can completely disregard the .myshopify.com one, as it isn't the domain you'd provide to Facebook/Instagram.

As your .com domain is hosted by GoDaddy, they will be best placed to help you with the domain verification process. GoDaddy is a third-party provider, which means we're unable to access your DNS settings to make sure the TXT and other records are correctly structured. My advice would be to contact GoDaddy first and let them know exactly what you've told me today, and they'll be able to check your DNS settings to make sure everything is connected correctly.

Once you've spoken to GoDaddy and have walked through the steps provided by Facebook/Instagram, you'll be ready to have the Instagram decision reviewed and resubmit your domain verified by them. It seems you've been getting the same reply from them in the past, so I'd recommend using Facebook's Business Help Center as they offer live chat services.

Merchants with an already existing Business Page on Facebook will be able to access the live chat service. (There have been some cases of live chat not functioning for all business pages, to resolve this, you may need to reach out to Facebook through email by filling out a form found through Facebook's Help Center.)

You can access the live chat service by visiting this link while logged into your Facebook Business Manager account.

To start, click on the "Find answers or contact support" button.

Like Shopify support, you will have to fill out the prompts for your specific questions and then click on "chat with a representative" if the documents are unhelpful or you wish to have live support.

Facebook Live Chat is available to merchants between 9 AM EST - 11 PM EST. You will not be able to access this support channel outside of these hours and will be prompted to get in touch with Support via email. Facebook does also shut off their chat feature when the capacity is too high, so the chat may appear unavailable at any time. You will see the following message and will have to try again later.


As an alternative, you can also fill out a support form here. You must be logged into Facebook for this link to work.

At any time, if you need a hand, please feel free to reply to this thread and I'll be happy to help out.

Miles | Social Care @ Shopify 
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alissaann
Tourist
5 0 4

Spoke to GoDaddy and they said that I have set up correctly. According to my business manager and commerce manager in Facebook, my site is verified.

Screen Shot 2020-10-12 at 10.24.37 AM.png

However, Facebook/Instagram emails and the Facebook app on Shopify is still telling me that I need to verify.

Screen Shot 2020-10-12 at 10.59.40 AM.png

Screen Shot 2020-10-12 at 10.34.21 AM.png

Tried to contact Facebook. They don't have a category for any instagram connection issues and the Chat with a representative under "still need help? Contact support" that is shown in your screen shot is not there.

Screen Shot 2020-10-12 at 11.01.37 AM.png

I have filled out the support form and submitted numerous appeals, including another one this morning. I've received a different answer from each Shopify customer service representative that I have spoken with.

This should not have to be so difficult and I should be able to concentrate my energies on building my site, not troubleshooting connection issues.

Miles
Shopify Staff
Shopify Staff
369 42 80

Hey, @alissaann!

Thanks for getting back to me.

I guess the best place to start is that one of the reasons you may be getting different responses from us, is because this issue isn't related to your Shopify account at all. It's related to your domain and your Facebook account which Shopify does not control. We'll always do our best to help and guide you through solutions, however, this domain verification is a Facebook requirement and needs to be resolved directly with them.

Now, in regards to the email asking about the .myshopify.com domain, can you check your Instagram account settings to make you have not listed that domain anywhere? They should not be asking for that at all and they need to remove reference to that domain if you're not using it.

I totally understand that this is taking up all your energy and it's not what you want to be focusing on. But I do need to stress that this is not an issue caused or remedied by Shopify. I know that contacting Facebook and Instagram can be difficult, but again, as they aren't connected to Shopify, I'm not able to guide you anywhere else. I can appreciate you're doing everything you can to get this resolved, but you need to direct those efforts back to Instagram and Facebook again now that you've confirmed the domain is correct with GoDaddy.

I wish you all the best in getting this resolved!

Miles | Social Care @ Shopify 
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Annabelle1
Tourist
5 0 3

I have exactly the same problem and have done for 4 weeks!!!!!!

I'm going in circles with this and I can't get anyone to help me sort this either. 

alissaann
Tourist
5 0 4

Here is an update of my issue:

There is a support page in Facebook Commerce Manager and I wrote to them about my issue and attached all of the images above on 10/13. No response so I replied to that email thread again on 10/16.

On 10/17, an actual person responded:

Screen Shot 2020-10-20 at 9.32.35 AM.png

Great! I thought. Maybe I am getting somewhere. Again, someone is telling me how to verify my domain. I have been building websites for 25+ years, both for myself and other businesses. I have used Adobe Dreamweaver, WordPress, Joolma, Wix, Elementor, etc.. At this point, I know how to add a DNS entry and I resent that Shopify even told me to check with my host to see if it was added correctly.

I did attach the pics of the verified domain in my Facebook Business Manager, but no one bothered to look.

I gave them permission to log into my account.

I'm also really turned off with that Covid-19 excuse. They have been working remotely, along with many other businesses in the USA and the world - most likely before Covid-19. Last I checked, you can't catch Covid-19 - or anything else - through an email or telephone call.

Screen Shot 2020-10-20 at 8.24.27 AM.png

Yesterday 10/19 I received a response that he was sorry that I was experiencing this problem and my issue would be shared with the Specialist team. Maybe I'm finally getting somewhere.

Nope. I just received the same canned response that I have been getting all along to verify my domain. They didn't even look at the attached pics or bother to see if there was another issue that I am not aware of.

Screen Shot 2020-10-20 at 9.43.33 AM.png

From what I can ascertain at this point, Facebook Business Manger shows that I am verified. Facebook Commerce Manager shows that I am not verified in Facebook Business Manager. Apparently there is some sort of disconnect between them and that is not something that I or Shopify can fix. Facebook needs to fix this and they don't even read or look at the attached images. Even though I gave them permission, they didn't even look at my account or the attached images in the email.

Annabelle1, I'm sorry that you're experiencing this problem too. At least I know now that I am not crazy or too stupid to attach a TXT entry into my DNS.

The main reason that I jumped ship from Wix to Shopify was to have the ability to make my Instagram posts shoppable. I am paying a monthly fee for nothing right now. I'm afraid to finish my site because if Instagram shopping is not going to work, then I have no reason to stay with Shopify.

Since this is an ongoing problem with other Shopify members (I'm sure that it is not just us), Shopify needs to get with Facebook and fix this problem. 

Miles
Shopify Staff
Shopify Staff
369 42 80

Hi, @alissaann.

Thanks for the update and the screenshots of their responses. I am sorry to hear this is still not resolved. Unfortunately, my response isn't going to differ too much from my last one. Facebook and Instagram are separate parties to Shopify. Your domain is also not hosted by Shopify. There is honestly nothing Shopify can do in order to push Facebook to provide more help to you as we have no jurisdiction over their policies, requirements or customer service.

To put this into perspective, let's say Wix also offered Instagram Shopping. You'd be running into the same issues you are now, as it's not Wix who is asking for the verification. It is Facebook. I really do understand this is a frustrating response to receive, and I wish I could help resolve this for you.

In regards to your comments around Covid-19 affecting customer service, I just wanted to point out that during the pandemic, e-commerce has risen significantly. More people are shopping online and more businesses are switching to online options during lockdowns and store closures. Businesses are doing what they can to stay afloat. Unfortunately, that puts a strain on many businesses like us and Facebook. With a spike in businesses going online, that comes with a spike of merchants trying to navigate new platforms - most without website experience. We're all doing our best to make sure customers are getting the support they need. I just wanted to clarify this for some perspective on the effect of Covid-19 outside of the disease itself.

I'd like to apologise again for the runaround you're getting with Facebook. I can only hope you get this resolved as soon as possible. In the meantime, you mentioned having to pay for the platform that you cannot use. In light of this, I've sent you an email to help me access your store so that I can look at some options for you. Could you please respond to that email with the information I've requested? Once you've responded, I'll take a look at some options for you.

@Annabelle1, thanks for letting me know you're having the same issues as @alissaann. So I can assist further, and to see if this is a related issue, could you please let me know the following?

  • What errors are you seeing?
  • Have you already contacted Facebook Support? If so, what was their response?
  • Is your domain hosted by Shopify? If not, who is the domain host?
  • Please include any screenshots you have that will help me understand the issue a little better.

Thank you both for reaching out.

Miles | Social Care @ Shopify 
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Annabelle1
Tourist
5 0 3

Hello @alissaann !

 

Mine Finally worked yesterday after arguing with Facebook for the last 4 weeks, we are finally able to sell! 

I kept getting the same email saying that we haven't got a verified domain. Same email every time I appealed. I have over the last 4 weeks Disconnected and reconnected the domain on Facebook after each time I had re appealed. The last 2 times I have replied to their email and asked for them to re-appeal the issue as well as for them to check there end again as there was no issue on shopify.

Yesterday I was on the final straw before quitting and tried one more thing , just to see If that would work. I had disconnected the Facebook from the shopify account and appealed to Facebook again. Which they then sent me an email stating I had no products in my Facebook commerce that were linked to the domain. ( I didn't disconnect the domain this time I just took Facebook off of shopify) After I had the email stating no products on the domain I checked everything again and reconnected the Facebook to the shopify account, did the setup again made sure everything in shopify and Facebook business manager were working, i.e.products in the commerce account, our shop live in Facebook etc.., and sent them an email back to reappeal and verify with domain. 

30 minutes later everything was working. I had received an email saying instagram is verifying your account, moments later everything works. We are now allowed to shop and sell on Facebook and instagram. 

 

It was a major long shot but it worked for me. 

 

Facebook needs to have people to help! Shopify Support have helped me so much over the last 4 weeks but they aren't able to control Facebook... 

 

Let me know if it works for you?

alissaann
Tourist
5 0 4

Thanks Annabelle1, I will try that!

I agree - Shopify Support has been trying to help me too. Facebook needs to get it's act together. I'm sure that others have given up and that's lost revenue for them.

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Miles
Shopify Staff
Shopify Staff
369 42 80

Hey @alissaann!

Just wanted to follow up on this for you and see if you managed to get this resolved with @Annabelle1's solution? If it worked, I'd love to let our team know so we can help people in future if they come across this problem.

Thanks!

Miles | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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