Instagram Shop Facebook Commerce Account Set Up Error

unravelled
Tourist
5 0 12

I am trying to set up my Instagram Shop on Shopify but I keep getting an error at the Facebook Commerce Account Section. I get the following message:

To continue selling on Instagram, we need to delete your current Commerce Account and create a new one with your Shopify information and products.

Delete and continue
 
When I click Delete and continue I get the following error:
Failed to Replace Commerce Account. Please Try Again
 
PLEASE HELP
Replies 42 (42)

ShadyD
Tourist
4 0 4

I am getting the same message.  Moreover, Shopify's "Help Center" doesn't have a working phone, isn't processing chats or messages via web. This is very frustrating.  T

Tiernan
Tourist
3 0 10

I'm also getting the same message.

 

Been having issues with facebook for ages so tried to reinstall everything again and it's been happening.

okclothing
Visitor
1 0 2

Also getting the same message 😞

Tiernan
Tourist
3 0 10

Just spoke with support. Apparently it’s an ongoing issue that they’re looking into. Will keep you all posted. 

ShadyD
Tourist
4 0 4

Hi, 

May I ask how you were able to reach support?

Thanks so much!

Tiernan
Tourist
3 0 10

Hello,

 

just had my response from support. The email is below. 

I really appreciate you bringing this to our attention!

Our developer team has been in contact with Facebook regarding this error to learn more about why it appears. The Facebook developer team has let us know that this error appears due to the Commerce Account being under review. When an account is under review, it can not be deleted. Facebook will notify you over email that your account is in review, approved, and/or rejected (with a link to appeal).

I was able to confirm that your Commerce Account was under review at the time you interacted with this button.

For next steps, we can recommend reviewing your email to see if you have been approved or rejected. Once this occurs, and the review process is complete, you can then delete the Facebook Commerce account on Shopify with this “Delete and Continue” step in the Facebook onboarding experience.

Facebook is currently working on a better way to expose the review status so that this error is less confusing and provides next steps. I really appreciate you bringing this to our attention so we may improve upon this experience!”

eatcake
Tourist
6 0 3

FAILED TO LOOK AFTER YOUR ACCOUNT HOLDERS. PLEASE TRY AGAIN!

Not good enough. Just before the biggest shopping season too. We are not your R & D team that works for free. Why is nothing ever tested anymore prior to release? Thousands of businesses put out so you can rush another BS algorithm at us that makes Zuck more cash. 

We are not able to select what Facebook steals - if you try to reduce what they are able to see (if you have more than one page) it will not work unless you allow Facebook access to everything. 

Now they also want complete access to our customers too - and we will be punished on level 1 and 2 tiers of tracking. But if you accept complete surrender, the algo will give you more sales. Initially anyway until it fixes a set sale price and no matter what you do, you pay what they want, which is a rising scale.  This is not searching, this is a fixed commission structure in the making. While they fool us all into thinking not having a blog, SEO issues and endless content is why you fail. 

How slow are our sites going to load now? They're slow enough now by allowing them to load everyone else first and taking our data prior to our store even loading the first paint. Why are our sites not loaded first? Shopify, Facebook, Google, and all the apps add too much load time and are only there to steal data, nothing more. They can have their data 2 seconds later, can't they?

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Trinidad
Tourist
3 0 1

Facebook.JPG

eatcake
Tourist
6 0 3

So absolutely, ZERO HELP from Shopify as per usual.

Trinidad
Tourist
3 0 1

Facebook.JPG

Comadre1975
Visitor
2 0 0

Omg I’m having the same issue 

can someone help out! This is not as easy as they make it out to be. Need answers please 

northofalpine
Visitor
1 0 0

Has anyone resolved this yet? im stuck as well and cant get my FB shop up and running or instagram! 

joyce11
Excursionist
35 0 7

Hey Tiernan, 

I'm having the same problem. Were you able to delete the commerce account after the review process was completed? 

Thanks, 

Joyce

ModestHut
Excursionist
14 0 11

sorry to tell u  this but no…..once they reviewed my commerce acct (i only sell home decor and furniture) after like 2 weeks they denied it and now I can't delete any catalogs tied to that acct or that acct through shopify.  I've tried going through my other business manager and it actually worked which i should've just stuck w/ but it's just the wrong company and the wrong page so i switched it back to my business manager and I got the message we all see.  I even made a diff business acct through someone else and tied everything to that and it was in the process of reviewing but theirs always gonna be something that doesn't connect right like instagram.   It would show my new catalog and i could highlight it but it wouldn't connect.  So basically ur f'd until u get fb to fix it….i wouldn't try any work arounds if ur connected to insta bc it just won't work.  I've tried everything and now it's a tangled web.  If you saw my inbox you'd think i was a crazy person from all the times i've emailed fb.  Anyway, if u wnat to contact me hit me on insta @ModestHut

louislsh
Tourist
6 0 0

Have been following up this issue with Shopify and Facebook since late Aug 2020.
9th Oct reply from Shopify (Anna)

Thanks so much for getting back to me and letting me know of the error with the screenshot.

A few other merchants have reached out about getting the same error message as you. You are receiving this error because your Facebook Commerce account is still in review on Facebook's end. I would suggest checking your email inbox for an email from commerce-no-reply@support.facebook.com to see if you've been approved or rejected. You can also check the commerce account directly in your business manager to see if there is any message from Facebook there.

In the meantime, I'm going to forward this off to our technical team for further investigation. Please note that there is no resolution for this error at this time, however as our team continues to investigate they will update you via email.

Please let me know if there is anything else you need assistance with Have a great day and stay safe!

9th Oct reply from Shopify (Britanny)

Our developer team has been in contact with Facebook regarding this error to learn more about why it appears. Their team has let us know that this error occurs due to violations with the Commerce Account. At this time, Facebook is currently working on a better way to expose these errors so that this provides next steps and solutions. I really appreciate you bringing this to our attention so we may improve upon this experience!

In reviewing the backend connection with the Facebook account, we are seeing that Facebook is providing the following message, “The commerce account is violating integrity policies and not eligible to engage in commerce.”

Shopify is unable to surface the reason for this violation message, so we can recommend contacting Facebook support for any questions or clarification. Facebook has a form specifically to appeal this decision at: https://www.facebook.com/help/contact/481136396104354 which can be completed by filling out the details of this error on their form.

Please note that you must be logged into your Facebook account to view this form. You will be in excellent hands with their team for next steps.

So the form provided to me, is the same form I had been submitting multiple times without a single response since late Aug.

Hope that there would be a solution very soon, thanks and stay safe everyone.

 

ShadyD
Tourist
4 0 4

Hi, I got an email from Shopify yesterday that Facebook has resolved the issue.  I was able to connect this morning and wanted to keep you all posted

 

Best,

 

Comadre1975
Visitor
2 0 0
Oh nice thank you for the share!!
23carat
Excursionist
13 0 4

Hi, what should I do at this step? What are the implications of deleting my Commerce Account? I would appreciate any help in getting my Instagram store back up and running. I'm completely lost.

 

Screen Shot 2021-07-29 at 11.52.25 AM.png

coderacks
Visitor
1 0 0

hey everyone I think I just found a loop hole. Create a new page on Facebook on Shopify check list. Then after you complete setting up. merge your page to your old page and it should work!

MarsTheMessenge
Visitor
1 0 0

Hey can you elaborate on this a bit. Specifically creating and merging exactly what and on what page. The run on sentence does clarify if your going on Facebook website and creating a new page or doing it through Shopify. What exactly is merge a page with another and which specific platform Facebook or Shopify do you do that. Disheartened to see this is a nearly year old bug.

kingpoint
Visitor
1 0 0

Hi, 

I have had a similar issue and after speaking to multiple people at facebook, they all say different things. The most recent one is that i dont have enough facebook followers to allow me to sell through facebook, even though i can sell on instagram!? 

The issue is that i cannot request review anymore and it has been under review now for 4+ months.

Can anyone advise as facebook are shockingly useless.

23carat
Excursionist
13 0 4

Sent you a dm on Instagram, but  basically I'm going through the same issue you did, and i'm being asked to delete my Commerce Account and create a new one. What should I do now? How did you get your shop back up? I would appreciate ANY help, I have 28k followers, losing sales by the minute, not to mention losing my mind. Thank you!

 

 Screen Shot 2021-07-29 at 11.52.25 AM.png

ModestHut
Excursionist
14 0 11

For me I was able to once, but now it's just permanently under  review.  So when i talk to  someone at fb they  say  it's still under review even though it's been over a month now.  My shop is active and live but it can't be published.  You can see all my products on insta but they aren't in order and you can't see any on my FB page even though I can tag my products on my fb page (no one can see them).  Good luck man and if u find a way let me know ASAP!Screen Shot 2020-10-26 at 2.47.32 AM.pngScreen Shot 2020-10-28 at 7.06.27 AM.pngScreen Shot 2020-10-26 at 3.52.18 AM.pngScreen Shot 2020-10-29 at 5.32.12 PM.pngScreen Shot 2020-10-29 at 5.26.23 PM.png

jventura
Visitor
2 0 4

Hey @ModestHut. Having the exact same issue you had. Did you manage to get this issue resolved?

ModestHut
Excursionist
14 0 11

Man, It's actually extremely depressing.  I've been having this issue since September so it's been longer than 3 months and It's like I  live in the upside down opposite day, **bleep**ed up world or something.  I get asked to do the same things over and over again and get passed around to different people every week.  They keep saying they understand and thanks for my patienece for 4 months now and have not done a damn thing other than tell me to  appeal it or request another review, which i can't do.  I've given them hours of video and 100's of screenshots and still nothing.  I've obviously started to try to find anyway around the issue and if I knew now what i knew a few months ago i think i coulda dodged them but it's extremely hard to get away with making a new ship/profile/business and them not catching you.  The best bet rn for me is that hopefully  I can use my Dads FB and run my business through there but the only thing is that I can't use my business manager which is my real LLC so thats a bitch and i'm going to have to start a whole new page.  FB also told me that if people commerce accts aren't up to par or have a shop that can be published they are about to take peoples shops off Instagram and i have a 178k+ Followers.  I've been telling them that they are slowly killing my business (I sell home decor and furniture) but they don't care and I can't talk or screenshare w anyone.  If anyone can help me out I would greatly appreciate it.  Sorry for such a downer reply bro but i'm using my Dads fb very slowly and still havne't made the switch yet bc i'm so worried i'm going to get banned for life now.  Here are just a few videos out of the million, Commerce acct overview….I can't request another review and they keep asking me to. Y and    My FB Page where I can tag product but no one else can see it.     CLICK AND WATCH THOSE LINKS                                       

zfqu
Tourist
4 0 2

I got exactly same experience like you man. Their support really sucks. They ask me to jump a whole bunch of hoops without solving anything. This FB/IG shop feature is dead in the horse with shopify integration.

No idea where to go...

ARSHA
Visitor
1 0 0

Hi there, I was wondering if you did ever manage to get your shop back since I have been dealing with the same issue for 4 months now and it‘s extremely annoying....

ModestHut
Excursionist
14 0 11

Sooooo, short answer is NOPE!  I've definitely started to get high blood pressure and gray hair bc of FB being so ignorant and unhelpful.  Finally, after 5 months of going back and forth with at least 35 people (bc they will keep passing your around if they don't want to deal with you) someone asked for my schedule so that I could receive a call.  I was soooo excited that I was finally going to get a call from the internal team or at least someone who could fix things if they understood the problem.  My phone rings yesterday and I never pick up "Spam Risk" numbers but something told me to answer and it was FB.   Only issue was that this guy was just another concierge that had NO idea what my issues were and at the beginning told me all he could do after hearing me bitch about all the issues i'm having was to send message to the internal/specialist team……F***KKKKKKK, i wanted to strangle this guy through my phone so bad but I kept telling him all these issues and he kept saying, "your issues are already being reviewed by the internal team right now, so when we receive an update we will let you know."  I told him that the ticket number he was talking about had just sent me an email earlier  saying this,

"Hi Barrett,

This is Joan from Facebook Concierge Support. I hope you are doing well.

We are here to help you out as much as we can. However, our Internal Team has gotten back to us and according to them your appeal for Facebook Shop has been disapproved. As of now, we are only allowed to appeal once for your Commerce Account and after that you won't be able to have an appeal option anymore.

I know that this is not the resolution that you want to have, but we have to follow some certain guidelines for some of the processes. We truly appreciate your understanding, and please don't hesitate to go back on us through chat should you need further assistance. For your reference, you may visit this link for our advertising solutions: Advertiser Help Center. (https://www.facebook.com/business/help).

We will proceed to close this ticket now. I hope the above clarifies and I want to thank you for bringing this issue to our attention. If you have a different query aside from this, you may access this link to get real-time assistance from one of my colleagues: https://www.facebook.com/business/help.

Thank you for your time and effort. Have a wonderful day!


Regards,

Joan"

So I usually get these kinds of emails eventually and Joan is a C*** B****.  I told him that they already said sorry, no luck and he said i could email him if i wanted.  I emailed him a quick run down of a screen recording that shows some of my issues and right away he changed his tone and told me that he couldn't do a screenshare and also told me earlier FB doesn't do screenshares anymore but he said he could let me schedule a screenshare with someone higher at FB and figure it out.  I got the email of his and clicked on the link and it says "click here to see if your eligible to sign up for the screenshare".  Of course it says it's not available for everyone and of course i'm not everyone so I couldn't sign up.  He told me to wait another five days and try again so thats what i'm going to do and if I do get through I will definitely post the link for everyone to try out.  These are the other emails i got from FB yesterday talking about the same issues.

—————————————————————————————————————————————————————————————————————————————————————————————

"Hi Barrett,

I am glad that you did get to talk to someone regarding your issue.

I understand that the ultimate goal is to set up a Facebook shop so your customer able to view your products but we need to make sure your Facebook is comply with Partner Monetization Policies and Content Monetization Policies.

Regarding feedback from specialist team , you page is not comply with Partner Monetization Policies but I understand that you are not able to appeal it. Also, you are not able to appeal on Account Quality.

In order to get respond from specialist team as soon as possible, I have review the videos and send it to our specialist team in order to find out the issue that stopping you from create Facebook shop.

I hope by doing so it help us to speed up the process.

I am sorry for keep you waiting for a solution for 5 months.

Rest assured that I will keep on following up on this case until you are able to setup a Facebook shop.

Thank you for contacting Commerce Facebook Concierge Support!

Have a good day and stay safe.

Thanks,

Chang"   

Chang is a good guy even though it's been 5 months. He's been with me since the start and everyone else that i've been tossed to has left me.

———————————————————————————————————————————————————————————————————————————————————————————-

"Hi Barrett,

Thank you so much for getting back to us and thank you for more clarification.

What I understand so far is you ever have a Shop in Commerce Manager before, but after you upgrade your Shop, it removed your Commerce account. However, when you are trying to set up Shop again, it states that your account is rejected due to it does not complied with our Commerce Eligibility Requirements.

I totally understand your feeling. If I were you, I would feel the same way. Please accept our sincere apologies for the inconvenience you may have experienced.

With all the updated that you provided to us, please be informed that I have passed it to our specialist team to look into this issue.

I wish I could assist you on this issue on my own but I do not have a tool to deeply investigate.

As always, please rest assured that I will let you know as soon as possible when I have the update from them.

We greatly appreciated your kind patience and understanding in this situation.

In the meantime, if you have any further concerns please do not hesitate to reach out to us.

Thank you so much for contacting Commerce Facebook Concierge Support.

Have a great day, Barrett!

Best Regards,

Lalisa"

Lalisa is one of the higher ups at the FB marketplace concierge level if someone wants to ask for her if that's possible. 

————————————————————————————————————————————————————————————————————————————————

If you made it this far, i feel your pain and if you need any  help i feel like an expert at fb issues now so you can email me at info@modesthut.com and i can show you some videos of my issues if you want to see if our issues are they same or whatever you need i'll try  to help you out.  If anyone needs some high quality home decor or furniture feel free to check out my site at www.modesthut.com and use "SALE10" at checkout for 10% your first purchase.  Later!

unravelled
Tourist
5 0 12
Hi! No we are still struggling with it, we’ve pretty much given up. It’s
also been over 4 months for us now.
Trinidad
Tourist
3 0 1
I did not...I dont know how facebook commerce account works... I wanted to
delete it to clear everything so I can replace with a newer one, so I can
start all over again. But I can not do it...

BAutomated
Visitor
3 0 0

It is beyond how terrible FB service is, and how difficult it is to get to a human or any helpful advice at all. I won't be detailing here all the ways I tried to resolve the Instagram Shopping issue and contact them. You can read it for your laughs here as an article on Medium Dear-facebook-please-take-my-money . 

I wanted to suggest that be always careful about the domain you are submitting to Instagram Shopping:

www.yourshop.com and yourshop.com 

Are 2 different domains in Facebook domain verification process...

 

eatcake
Tourist
6 0 3
Hi. Not really. The best thing to do is complain and complain to the algorithm till you get a human, about 5 times, complain on fb pages. FB shop updates don't work, analytics never match, the costs never make sense. I have somehow been approved on IG but not facebook. Zero service. Don't bother. Their apps slow your site, all load before your content, and steal all your data.

Get on Google Shopping instead. Never had anything but issues with social ads. Too expensive. If you're a new site spend $5 a day on Google ads for 6 months consistently and work on the site SEO. Forget facebook and IG, it's a scam, so is google but at least you get ranked. SEO is a better investment. Until ads only charge us by the sale it's not cost effective unless you have large margins.

Why we still pay for people scrolling on the toilet is insane. 6 cents for a scroll or not even half a second blur, is where the real money is made for google and fb etc. We have now almost given up on socials except for the free stuff, and that is what ranks no your paid. Unless you have real followers that is actual interactions from your page users don't bother.

Anyone who has figured out fb let me know if you've had success. Amazon Seller, what a nightmare that is, Bozo admin and set up is almost impossible.

S
Fastyles
Visitor
2 0 0

Hi ! 
this same issue is happening
did you ever get it resolved? 

BAutomated
Visitor
3 0 0

Event if you get through to Facebook customer service, they will not be able to do anything beyond sending you to different parts of help documentation... Their customer service is an outside organization which is extremely polite but has no real power ("try again in one week, it will get resolved").

 

What I can advise is:

- make sure that if you have shop.companyname.com you verify the shop.companyname.com as a domain (not just companyname.com

- make sure that all links in product catalog point to pages with product. 

- make sure there is a buy button visible and the checkout works.

- if still nothing - set up a new business manager and transfer all assets there.

 

ModestHut
Excursionist
14 0 11

Yes, so i actually did so many things I'm even confused now but my main insta w/ 173k finally has a shop and the comm acct works pretty well.  I had to start another business and share the domain w/ my old business acct.  Somehow i had a rejected comm acct for 9 months and once I started messing w  making new pages and insta accts it just let my Instagram shopping which was connected to the rejected commerce acct switch to the new commerce acct that worked.  If you have any specific details just let me know bc it would take me a year and it would be to confusing for me to try and explain what I did. @Fastyles 

Fastyles
Visitor
2 0 0

Thank u so much ! Did you end up merging pages ? If so did you merge the old page to new page or new page to old page ? 

TheNativeDream
Tourist
9 0 0

@Tiernan You actually spoke to a human? like on a phone? or what it email/chat..

terrastella
Visitor
1 0 2

saaaaaaaaame

ShadyD
Tourist
4 0 4

I wonder if anyone from Shopify is going through these messages, since there's NO other way to reach them...

dewnaked888
Visitor
1 0 0

Thank you to everyone slot  who shared the information in general.

eatcake
Tourist
6 0 3

FAILED TO LOOK AFTER YOUR ACCOUNT HOLDERS. PLEASE TRY AGAIN!

Not good enough. Just before the biggest shopping season too. We are not your R & D team that works for free. Why is nothing ever tested anymore prior to release? Thousands of businesses put out so you can rush another BS algorithm at us that makes Zuck more cash. 

 

4 WEEKS AND NO FIX? WIND IT BACK

ModestHut
Excursionist
14 0 11

I've been goin through  this  bs for almost a month now and emailing fb back and forth a million times and talking to shopify as well.   If you  get this message your SOL on  shopifys side because in my case i sell home decor and furniture  and my commerce acct all of a sudden became unpublished and it said It went against policies so i can't even delete my catalog.  I've told fb the whole thing and sent them about a million screen shots but still waiting for them to just delete the damn commerce acct and let me start over or reverse the issues.  It's messed up my sales so bad not having a shop in FB and on insta i have 165k followers and have 700 products so  they are there but unorganized as hell.  BASICALLY, UR GONNA HAVE TO GO TO FB....NO POINT IN CALLING SHOPIFY.  THEY CAN'T DO ANYTHING ABOUT IT.  Good luck tho w fb bc they'll think ur just dumb but if someone can find a faster way  to do things let me know.  Hmu on insta @ModestHut.