Why can't I get the Facebook & Instagram app to work on my new shop?

[Ditte_2023]

I want to set up a Meta pixel on my new shop. First, I had trouble downloading the 'Facebook & Instagram' app. However, after 15+ attempts, I managed to download the app from my Shopify mobile app.

Unfortunately, I can't get the app to work. When I press the 'Open Sales Channel' button in the app, nothing happens. After some time, I receive the message that 'www.commercepartnerhub.com took too long to reply.'

Any experience with this problem, or advices on how to fix it?

I has been like this for two days now. I have tried on multiple browsers and to clear cache and cookies.

[Lana]

Hello, @Ditte_2023!

You did the right steps by starting with local troubleshooting, thanks for sharing that here.

Could you let me know what country your store is based in? There may be a regional restriction, but I can double check this for you.

If possible, please also send me a screenshot of the error you're getting. 

[Ditte_2023]

Hi Lana,

Thanks for your reply. I'm based in Denmark, and there shouldn't be any local restrictions. I know many other shops in Denmark using the app (and pixel).

[Ditte_2023]

The text is in danish but is says 'www.commercepartnerhub.com took too long to reply.'

[LineH]

Hi 

Did you find a solution to your problem? I am experiencing the same where the Facebook & Instagram app will not open. 

Best

Line

[Ditte_2023]

Hej Line. Udfordringen for mig viste sige at være mit wifi. Det virkede i hvert fald da jeg forsøgte fra mobilnetværk. Håber det også kan virke for dig.

Dbh Ditte

[HealthyProfits]

Having exactly the same issue. The screen is blank when we click on the FB/instagram app. All the other channels open fine (Google etc) .
Is there a solution to this?

[UrbanRetro]

I am having a similar problem. I connected my Shopify and FB/IG App a couple years ago, but I am getting all these messages to update it and "It needs attention", but when I click to see the app to fix anything, a blank page comes up. It's all useless.

[The_MustardSeed]

We are having trouble with this as well. Has this been resolved?

[whatsyourbeef]

i am not sure if anyone found a solution. I spoke to the Techs at Shopify on the issue. I was advised to uninstall and then reinstall after 24 hours. Not a huge deal. (granted we need this functioning asap instead of setting Meta up manually). we attempted to reinstall. 

first we got an error with facebook for reinstalling the app.

We then went to our phone logged into the account and reinstalled the app.

However, once we do that on our end, it produces the same error.

If you can try on your phone (if you have the Shopify app installed) you may have better luck.

However, we are still waiting on a way to get a hold of tech support from meta to help with this issue.

Once we find details, we will post.