Why can't I reconnect to my Facebook Commerce account?

[janelyon]

I seem to need to reconnect to Facebook commerce account I have just noticed. Sadly when clicking on the button it sits there whirling. Anyone know why? Thank you

[Mac]

Hi, @janelyon!

Thanks for reaching out in our Community forums. I’m happy to help out. 

I've just accessed my store and was able to access the Facebook app just fine. This was done via Google Chrome and can confirm it is working on a mobile device through Safari as well. My best guess is that they may be a local issue.

Here are a few troubleshooting steps you can try if your Facebook app is not working: 

• Clear your cache and cookies on your browser. After this, completely reboot the browser.
• Try a different web browser to rule out any browser issues. 
• When using incognito, if you are still experiencing a display issue, confirm you have disabled browser extensions as these can change how the pages look. 
• Try another internet connection (switching to a cellular network on a phone rather than wifi, for example)
• Ensure you do not have any firewalls or pop up blockers enabled on the device as these can interfere. 

Let me know if these suggestions work, and more about your question if this error persists!

[janelyon]

 still issues, this when using app

[Mac · Accepted solution]

Hi again, @janelyon!

Thank you for sharing that screenshot. 

Based on the error message, it seems that the commerce account isn't eligible to be connected. The fastest option would be to replace the commerce account by clicking "Replace". Please keep in mind, that you should only use this option if you do not have any pending orders on your commerce account.

If you do not wish to replace the account, you will need to disconnect all the Facebook Assets. This document will help you deactivate your account, or you could reach out to Meta for them to delete it for the merchant. After that is done, you can uninstall the Facebook Channel, wait for 30 minutes, then reinstall the Facebook channel. Doing so should migrate you to the new Meta-Owned Facebook Channel so you won't face the same issue.

Feel free to reply back to this thread with any questions or updates and we can continue our conversation further!