Help! Dead End Setting up Facebook Shop: Merchant Agreement

[davestolte]

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.

[Rae · 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! 

[VitaYap]

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]

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! 

[NotoriousPOP]

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]

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]

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! 

[ShopGuy1987]

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]

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

[Rae]

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! 

[Greentree]

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]

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!  

[junaco]

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

[Rae]

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! 

[Heirsfashionco]

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]

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! 

[Heirsfashionco]

Hi Rae, 

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

Sorry stupid question.

heirsfashion

[Rae]

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, 

[maclovioleather]

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]

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"

[Rae]

Hi, @maclovioleather! 

Thank you for joining this thread. I absolutely understand your frustration with this, and I'm happy to help out. 

I appreciate you working through all of those troubleshooting steps on your end, too. When doing this, did you have a chance to try turning off cross-site tracking on your browser? This may help resolve the issue you're having, so I suggest working through the steps that I shared previously in this thread to turn this feature off. You can find these steps here: 

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. 

Please keep me posted on how these steps go, and if they help resolve the issue you're facing. 

[BubbsAndDrizzle]

Super helpful, Rae!  

Worked like a charm.

Thanks!

[Rae]

Hi, @BubbsAndDrizzle! 

I'm glad to hear that worked for you. 

Thank you for reaching out to let us know!