Unable to link Facebook and IG

Unable to link Facebook and IG

juice4
Visitor
1 0 0

Whenever I try to add an online sales channel of Instagram and Facebook to set up an Instagram shop I get hit with the message "This Facebook Page/Instagram account can’t be selected because it’s already connected to a Shopify store. You can disconnect the Facebook Page/Instagram account from the current Shopify store and then try again to select it."

I feel like I've tried everything. Any help is appreciated.

Reply 1 (1)

DaisyVo
Shopify Partner
3794 412 499

Hi @juice4 

It sounds like your Instagram and Facebook accounts are already linked to another Shopify store, which is causing the issue. This happens because Shopify doesn’t allow a single Facebook or Instagram account to be connected to multiple stores simultaneously. Here’s how you can resolve this step by step:

1. Verify Which Shopify Store Is Linked

  • Log in to your Facebook Business Manager account and check the "Business Settings."
  • Navigate to Accounts > Pages and Accounts > Instagram Accounts to see which Business Manager and Shopify store they are connected to.

2. Disconnect the Accounts from the Old Store

If you no longer need these accounts linked to the old Shopify store:

  • Log in to the Shopify admin panel of the connected store.
  • Go to Settings > Apps and Sales Channels.
  • Find the Facebook or Instagram integration and remove it:
    1. Click Remove or Disconnect Account.
    2. Confirm the disconnection.

3. Reset Connections in Facebook Business Manager

  • Go to Facebook Business Manager.
  • Navigate to Business Settings > Data Sources > Catalogs.
  • Find the catalog linked to your Instagram or Facebook account, and disconnect it if it's still linked to the old store.
  • Also, check Commerce Manager > Settings > Connected Assets to ensure no old connections remain.

4. Re-Link the Accounts to Your Current Store

After disconnecting:

  • In your current Shopify admin, go to Settings > Apps and Sales Channels > Facebook.
  • Click Start Setup and log in with your Facebook account.
  • Ensure the correct Business Manager, Facebook Page, and Instagram Account are selected during setup.

5. If the Problem Persists

If you’ve tried all the above and the error still appears:

  • Double-check for any leftover connections in Facebook Business Manager. Sometimes, assets like product catalogs or ad accounts stay linked to old stores.
  • Clear your browser cache or try the setup in an incognito window.

6. Contact Shopify and Meta Support

If the issue remains unresolved:

  • Reach out to Shopify Support to confirm there are no lingering issues on their end.
  • Contact Facebook Support through Business Manager > Help Center to ensure your accounts are correctly configured and disconnected from the old Shopify store.

I know this process can be frustrating, but following these steps should help you get things back on track. Let me know if you need more details or assistance with any part of this!

Best regards,
Daisy

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