My Facebook page was working great with Shopify. I was able to tag products in Facebook and Instagram. Now a few weeks bag out of the blue, my Facebook shop disappeared and I wasn't able to tag products anymore. I have deleted my Facebook account from Shopify and reinstalled at least 5 times, no change.
My page is connected and enable however, I am unable to publish. I get this message. "Can not be published. Please contact Facebook for more information."
Please help, does this happened to anyone?
Julie, here from the Shopify Support team.
We have seen this error occur and generally, it is related to a setting that Facebook’s technical team will need to adjust. However, let's go over some troubleshooting steps here to rule out any other issues!
When you tried reconnecting to Facebook, did you try removing the sales channel altogether before re-adding it, or did you just disconnect and reconnect the account? If you haven’t already done so, I’d recommend removing the Facebook Sales Channel by heading to Settings > Sales channels and clicking the trash can icon next to the Facebook Sales Channel. Once that’s done, you can re-add it.
I also suggest using the Facebook Sharing Debugger tool. The Facebook Sharing Debugger tool will allow you to “scrape” a few of your products and may give you more information about the issue. Here, you’ll just want to paste a link to one of the products with the error message. When you use this tool, just make sure to use the .myshopify.com URL when linking a product. Once you’ve done this, you should see a message indicating the exact error. Sometimes false positives can occur and Facebook will flag the product for “violating community standards”. This has been known to happen and if this is the case for you, you can click the blue “let us know” link showing on the tool. This is what it should look like:
If, after following these steps you are still experiencing product publishing issues, I recommend reaching out to Facebook’s technical team via their Business Resources Page as this would indicate it is an issue entirely on their end.
I'm sorry to hear you're having troubles with your Facebook catalog and ads. Are you able to confirm whether you have already added the Facebook Sales Channel in your Admin? If so, are you getting the "product issues" error message there?
If there are any publishing issues, there will be a message in the Publishing section of the Facebook Sales Channel indicating what the product issue is (sometimes it's related to something simple, like having no product description). It would be a good idea to ensure that each of your products matches the guidelines as set by Facebook, just to rule out any other causes. In some cases, there will be a prompt to contact Facebook directly. This is because the Facebook Sales Channel is managed by Facebook, and they are responsible for approving published products. When you reached out to Facebook, what did they say?
As for Facebook Ads, how have you been trying to create them? Are you trying to use the Facebook Marketing app in the Marketing section of your Admin to create a campaign? Or are you trying to create the ad directly through Facebook? When attempting to create an ad, what exactly did the error message say?
Once I have some more information about the issues you're facing, I'd be more than happy to offer some further troubleshooting steps. I look forward to hearing back from you.
I did it as per your instruction, while when I remove the FB shop on sales channel and relaunch it again, on facebook shop page, it shows "Manage your collection on Shopify" and on my shopify facebook sale channel page, all product details issues saying "Can not be published. Please contact Facebook for more information."
When I tried the second step that using Facebook Sharing Debugger tool, and if I used URL with ".myshopify.com" to test the product, it always said that "This URL hasn't been shared on Facebook before".
I'm so confused...Is Shopify's issue or Facebook's issue??
How Can I resolve this problem?
Looking forward for your replies.
Thanks for reaching out and letting me know which troubleshooting steps you've tried so far.
Are you able to confirm that your Facebook Page is using the "Shopping" template with a "Shop" tab enabled? You can make sure it's enabled by heading into the Facebook Shop channel within your Shopify Admin. Once there, select Publishing. There may be a yellow notification banner with a prompt to "Enable your Facebook Shop" if you haven't already done so. Clicking that link, you'll be taken directly to Facebook, where you can ensure that the "Shop" tab is present on the lefthand sidebar on your Page. Facebook also has some instructions for changing the template and adding tabs, which you can check out here. As having a long as you have the Shopping template selected, with a Shop tab present, you should be meeting the requirements for the Facebook Sales Channel.
If the Shop tab is enabled and you're still having troubles, please let me know and I'll be happy to take a deeper look!
Hi @Julie ,
Everything goes exactly same as you instructed, while on the Shopify Facebook sales channel publishing page, all our products show issue "Can not be published. Please contact Facebook for more information." Please guide me how to solve it.
Thanks for following up, @Atina.
Since we have ruled out any potential issues on Shopify's end using the Facebook Sharing Debugger, our technical team has indicated that the "Can not be published. Please contact Facebook for more information" error message is originating from Facebook directly, where there is a setting that Facebook's technical team will need to adjust. At this point, you will need to reach out to Facebook directly, via Business Resources page so they can resolve this for you.
I hope this helps guide you in the right direction! Let us know if you need anything else.
Thanks for your replies. After the communication with Facebook team, they wrongly block our URL and now is unblocked.
I tried to re-add facebook sales channel on Shopify and on account connect page, when I clicked on connect account button, nothing came out...
Please guide me how to solve out it...
I've tried several times, but the page just kept still and nothing came out.
No problem, Atina! I'm so glad to hear that Facebook was able to resolve this for you.
Now, on Shopify's end, can you please confirm which browser you are using when trying to connect the Facebook Sales Channel? Have you tried clearing your cache? If you aren't using Chrome, I would recommend doing so, as this browser works the best with Shopify's platform. It might also be worth clearing your cache or trying to connect using Chrome's incognito mode, which can be accessed from your browser by selecting File > New Incognito Window.
After trying in another browser, clearing you cache, and perhaps using incognito mode, please let me know how that goes!