Help! Dead End Setting up Facebook Shop: Merchant Agreement

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davestolte
New Member
1 0 1

OK, so I have a Shopify account selling T-shirts ( here ), and then a Facebook page and an Instagram account I'd like to sell & promote the shirts in. I've followed the setup instruction here: https://www.facebook.com/products/catalogs/new and have set up everything correctly as far as I can tell:

1. I'm the only admin of the Facebook page

2. I'm the only person with access to the Instagram account

3. I've added the Pixel ID to Shopify

4. My products are all live (and selling) via Shopify

5. I've gone through the setups in Facebook Catalog Manager and Facebook Events Manager

6. All my items are print-on-demand, so I'd prefer the Shopify directly link to Facebook & Instagram. I have no physical inventory on hand - all production & fulfillment is handled via Shopify & Printify.

 

I can connect my Facebook account to Shopify and I can select the page where I want my shop to be. In order to connect the page, I have to click "Accept Terms" on the "Facebook Terms & Conditions - Commerce Product Merchant Agreement" popup window.... and the Accept Terms button does nothing. It doesn't make the window go away, it doesn't provide feedback of success or error, it just clicks and does nothing.

 

I can't be the only one in this situation... any help would be appreciated. Thank you.

Accepted Solution (1)

Accepted Solutions
Rae
Shopify Staff (Retired)
Shopify Staff (Retired)
1166 95 322

This is an accepted solution.

Hi, @davestolte!

 

This is Rae from Shopify. 

 

Thank you for reaching out about the troubles you're having with connecting your Facebook account to Shopify, and sharing the troubleshooting steps you've already completed. 

 

It sounds like you're having issues with the window that pops up and asks you to 'Accept terms'. This is something that a few other merchants have experienced in the past, and it seems to be tied to a setting in most updated browsers that prevents cross-site tracking. We've found that turning this setting off helps resolve this issue and allows merchants to accept the terms on that window, so I recommend trying this to see if this allows you to connect your Facebook page correctly. 

 

To turn off this setting on Chrome, please follow these steps: 

 

  1. Open a Chrome browser and click 'Chrome'  on the top menu bar.
  2. Click on 'Preferences'
  3. Click 'Privacy and Security'  on the menu on the lefthand side of the page. 
  4. Click 'More'  to expand this section.
  5. Ensure the setting titled 'Send a "Do Not Track" request with your browsing traffic'  is toggled off. 

 

If you're using Safari instead, just follow these steps: 

 

  1. Open a Safari browser and click 'Safari'  on the top menu bar. 
  2. Click 'Preferences'
  3. Open 'Privacy'
  4. Under 'Website tracking'  ensure the setting titled 'Prevent cross-site tracking'  is not selected. 

 

Once you've disabled this setting in your browser, please try to connect your Facebook page once again in the 'Facebook Shop'  section of your admin by following these steps

 

Keep me posted on how this goes. I look forward to hearing back from you! 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - 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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Replies 22 (22)
Rae
Shopify Staff (Retired)
Shopify Staff (Retired)
1166 95 322

This is an accepted solution.

Hi, @davestolte!

 

This is Rae from Shopify. 

 

Thank you for reaching out about the troubles you're having with connecting your Facebook account to Shopify, and sharing the troubleshooting steps you've already completed. 

 

It sounds like you're having issues with the window that pops up and asks you to 'Accept terms'. This is something that a few other merchants have experienced in the past, and it seems to be tied to a setting in most updated browsers that prevents cross-site tracking. We've found that turning this setting off helps resolve this issue and allows merchants to accept the terms on that window, so I recommend trying this to see if this allows you to connect your Facebook page correctly. 

 

To turn off this setting on Chrome, please follow these steps: 

 

  1. Open a Chrome browser and click 'Chrome'  on the top menu bar.
  2. Click on 'Preferences'
  3. Click 'Privacy and Security'  on the menu on the lefthand side of the page. 
  4. Click 'More'  to expand this section.
  5. Ensure the setting titled 'Send a "Do Not Track" request with your browsing traffic'  is toggled off. 

 

If you're using Safari instead, just follow these steps: 

 

  1. Open a Safari browser and click 'Safari'  on the top menu bar. 
  2. Click 'Preferences'
  3. Open 'Privacy'
  4. Under 'Website tracking'  ensure the setting titled 'Prevent cross-site tracking'  is not selected. 

 

Once you've disabled this setting in your browser, please try to connect your Facebook page once again in the 'Facebook Shop'  section of your admin by following these steps

 

Keep me posted on how this goes. I look forward to hearing back from you! 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

VitaYap
Tourist
3 0 2

Hi,

I’m having an exactly same issue. When trying to accept Facebook’s terms and conditions, there is a blank window that pops out. When I tried following your instructions given above, I managed to finally view the terms and conditions window, however when I click on “accept” I receive the following message:

”Your request couldn’t be processed. There was a problem with this request. We’re working on getting it fixed as soon as we can”. 

Could you suggest what might be a problem, please? 

thank you! 

Rae
Shopify Staff (Retired)
Shopify Staff (Retired)
1166 95 322

Hi, @VitaYap

Thanks for letting us know about this. 

This error is usually due to a local issue that can be resolved by completing several different troubleshooting methods. 

As a first step, make sure you're using a supported browser that's fully up to date, and you've cleared your cache. Equally, using a Chrome incognito window can also be beneficial. Then, try to accept the terms and conditions on the Facebook Channel in your Shopify admin once again. 

If you're still receiving this same error, then I recommend trying the below options, too: 

  • Use a different device, such as a tablet, a different desktop computer, or a mobile device. 
  • Use the Shopify Mobile app
  • Use a different internet connection, like a cellular connection, or a wifi network that wasn't previously connected to your device. 

Please give these options a try and keep me posted on if you're able to accept the terms and conditions on the Facebook Channel in your Shopify admin. 

I hope to hear back from you about this soon! 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

NotoriousPOP
New Member
2 0 1

Nope. Not working 😕

Tried in Chrome and Firefox (private browsing and regular).
 
And through the web app on cellular network. 
 
Followed the Security setting suggestions as well (no changes were needed).
 
NotoriousPOP
New Member
2 0 1

I did get it to work today when trying in Safari browser using these steps:

If you're using Safari instead, just follow these steps: 

 

  1. Open a Safari browser and click 'Safari'  on the top menu bar. 
  2. Click 'Preferences'
  3. Open 'Privacy'
  4. Under 'Website tracking'  ensure the setting titled 'Prevent cross-site tracking'  is not selected. 
Rae
Shopify Staff (Retired)
Shopify Staff (Retired)
1166 95 322

Hi, @NotoriousPOP

I'm glad to hear this is now working on your account! 

I appreciate you reaching out and confirming which steps helped resolve this on your end, as this may help other Community members who are also facing this same issue. 

If you need any further assistance with this, please let me know and I'll be glad to lend a hand. 

Cheers! 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

ShopGuy1987
Tourist
3 1 1

Edit: got the app to work by using the shopify domain instead of the one I bought off go daddy or my email address.

 

I'm having no luck. When I use my MacBookPro via Chrome, it's blank. When I use Sarari, its says there's a problem and they'll look at it shortly. When i use the mobile app, it says I cant because I'm not the administrator. I've tried all the updates/changes above and still no luck after a couple weeks. Facebook now just emailed me and said my shop cant be published 

Alinawertfghj
New Member
1 0 0

Still doesn't work for me. What do you mean by it working when you used your Shopify domain? 

Rae
Shopify Staff (Retired)
Shopify Staff (Retired)
1166 95 322

Hi, @ShopGuy1987 and @Alinawertfghj

@ShopGuy1987, I'm happy to hear you were able to resolve this by using your Shopify domain. To confirm, did you enter your .myshopify.com URL - rather than a custom domain - when following these steps? If not, can you please clarify where you added this domain? That way, other users who are having this same issue may be able to use this method to reach a solution, too. 

@Alinawertfghj, thank you for reaching out to let us know that you're also having troubles with this. Are you receiving a specific error message when trying to connect your Facebook Channel? If so, feel free to reply back to me here with a screenshot of this error so that I can help look into this further. 

I look forward to hearing back from you both soon! 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Greentree
New Member
1 0 0

Hello

I'm having this exact issue. I've tried all the above and it's not working. I still get the error message when trying to accept the terms. 

 

What else can I do!? 

Rae
Shopify Staff (Retired)
Shopify Staff (Retired)
1166 95 322

Hi, @Greentree

Thanks for jumping in. 

Which error message are you receiving? If you can please reply back to me here with a screenshot of this error, I can help take a closer look. 

Talk soon!  

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

junaco
New Member
3 0 0

 

Hi @Rae! I have the exactly same error message when trying to connect Instagram shopping with the new Facebook app. Instagram shopping worked with the old Instagram app perfectly.

I have tried Chrome, Safari, both also in Incognito mode. I checked the Privacy settings as suggested. Also I tried it with the Shopify app on 3 different phones - always the same error message (see attached).

I am really desperate now as Instagram is my main customer channel where most of my traffic comes from. Do you have another idea to make it happen?

Many thanks
Sina

 

Bildschirmfoto 2020-11-01 um 18.10.22.png

 

Rae
Shopify Staff (Retired)
Shopify Staff (Retired)
1166 95 322

Hi, @junaco

Thanks for joining this thread and trying some of the troubleshooting steps I shared. I understand how important Instagram is for your business, and I'm happy to help out. 

To confirm, did you have a chance to try this out on an internet connection that you haven't previously used? A different wifi network, or a data connection on a mobile device are both great options. 

I know you mentioned you tried to accept the terms and conditions using the Shopify Mobile app on three different phones. Did you also try this on those same devices while using a supported internet browser, instead of our app? 

Please complete these steps and let me know how it goes! 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Heirsfashionco
New Member
2 0 0

Hi Rae,

 

I have the same issue where I cannot accept the merchant terms. 

This is not working for me as I do not know where to go to access safar settings.

Please help! 

thanks

virginia

Rae
Shopify Staff (Retired)
Shopify Staff (Retired)
1166 95 322

Hi, @Heirsfashionco

Did you have a chance to try out the steps I previously shared to change the applicable settings on Safari?

For easy reference, you can find these steps here: 

If you're using Safari instead, just follow these steps: 

  1. Open a Safari browser and click 'Safari' on the top menu bar. 
  2. Click 'Preferences'
  3. Open 'Privacy'
  4. Under 'Website tracking' ensure the setting titled 'Prevent cross-site tracking' is not selected. 

Once you've disabled this setting in your browser, please try to connect your Facebook page once again in the'Facebook Shop'  section of your admin by following these steps

This Apple help document also outlines these steps in more detail. 

Let me know how this goes! 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Heirsfashionco
New Member
2 0 0

Hi Rae, 

i do not know where to find the safari settings when i open a new tab. 

Sorry stupid question.

 

heirsfashion

Rae
Shopify Staff (Retired)
Shopify Staff (Retired)
1166 95 322

Hi, @Heirsfashionco

No problem! 

To clarify, the steps I provided in my above post are the same, regardless of what browser tab you're working in. With this in mind, can you please confirm which specific step you're getting stuck on? If you can share some screenshots showing where you're running into troubles, I can help take a closer look. 

Also, did you have a chance to check out the Apple help document I linked in my previous reply? That has all the steps you'll need to adjust this setting on your end. 

Thanks, 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

maclovioleather
New Member
2 0 0

Hi Rae,

Im having the same issue as everyone here, I've tried everything, browsers, setting's, WiFi, 2 different countries networks, the app, the site and the cellphone, I honestly can't think of anything else to try but I'm getting the same "white box of nothing" whenever I click review the terms and conditions in either facebook or instagram apps.

In my case I'm setting up a new shop and I can run the app until said point; something I do not know if it's related or not is that I got an email from Facebook stating that my Commerce Profile was subject to review before I could see the products on my shop, supposedly the step before the click that leads to nothing is the creation of such profile (which actually just takes one click), so I'm not sure if it could be a glitch or if you can't continue to review the terms because the profile has not been approved? 

I would really like some feedback because it's kinda frustrating. Thanks!

maclovioleather
New Member
2 0 0

Update: I got an email from Facebook stating the profile was approved and I went back and still can get any further than the white box after I click "review terms and service"