Why did my Instagram channel stop being supported and how can I fix it?

[Billabong_Nj]

My instagram was connected then out of nowhere it said "instagram channel is no long supported"

for no reason at all. Does anyone have any idea why that happened and hot to fix it?

Thanks

[Sophia]

Hi, @Billabong_Nj.

Sophia here from Shopify. Welcome to the Shopify Community!

It sounds like you might be referencing the old Instagram sales channel, which is no longer available. In May 2020, Facebook announced Facebook Shops, and Shopify adapted to simplify the connection for both Facebook and Instagram, which are now handled together under the new Facebook channel.

If you've already set up the new Facebook channel, you can visit that section of your admin to ensure your Facebook and Instagram accounts are connected. This will just be listed as "Facebook" under the Sales channels section on the left-hand side of your admin (screenshot below). Otherwise, you can follow these steps to get started with the setup. Please let me know if you have any questions.

[KT2021]

Hi there - 

I've set up the new Facebook Store and verified my domain, but I'm still getting an Instagram error in Shopify. How can I resolve that?

[Sophia]

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@KT2021 wrote:

Hi there - 

I've set up the new Facebook Store and verified my domain, but I'm still getting an Instagram error in Shopify. How can I resolve that?

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Hey, @KT2021!

Can you tell me a bit more about the error that is coming up in your Shopify admin regarding Instagram? If you can share a screenshot here of the error message, that would be helpful. Thank you! I look forward to your reply.

[KT2021]

Sure - Here's the screenshot, but I believe I've already resolved the error that this mentions. I don't know how to rectify it here.

[Sophia]

Thank you so much for sharing this screenshot, @KT2021!

I wish I could be of more help here, but this particular error message regarding domain verification does not indicate an issue with your Shopify store or the Facebook channel within the admin. As such, it needs to be resolved by Facebook. You can fill out one of these forms to get in touch with Facebook:

• submit an appeal for Instagram or
• submit an appeal to Facebook 

You mentioned that you may have already resolved the error. Do you mean that you already submitted an appeal and heard back from Facebook about it? If you are able to tag products on Instagram right now, you can disregard this error message. Otherwise, you'll need to submit an appeal using one of the forms above and wait for Facebook to respond.

[KT2021]

I submitted an appeal ages ago. Haven't heard back. I submitted again. The issue is that my website domain and Shopify domain are different. It seems to work on FB, but not on instagram. Just would like to get it set up properly and not feel like I'm going down a complete rabbit hole to try and resolve it. 

[Sophia]

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@KT2021 wrote:

I submitted an appeal ages ago. Haven't heard back. I submitted again. The issue is that my website domain and Shopify domain are different. It seems to work on FB, but not on instagram. Just would like to get it set up properly and not feel like I'm going down a complete rabbit hole to try and resolve it. 

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Thanks for clarifying that. I know it can be frustrating to wait since this is important for your business, especially since there's no guaranteed response timeframe for those appeals. I hope they're able to resolve this for you soon.

Your product catalog will include your .myshopify.com URL, but it shouldn't be an issue for Facebook to verify the custom domain provided that it is connected to your Shopify store. If you purchased your custom domain from Shopify, it will already be connected. Third-party domains can be connected by following these steps. In any case, you can double check Online Store > Domains in your admin and look for the green 'Connected' flag to make sure it is set up correctly.

If your custom domain is connected to your Shopify store and the custom domain is what you verified with Facebook, we'll need to wait for them to review the appeal.

[KT2021]

All good! I appealed and explained that I had a Shopify extension and physical products linked to my domain and they went ahead and approved it. Thanks!

[Sophia]

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@KT2021 wrote:

All good! I appealed and explained that I had a Shopify extension and physical products linked to my domain and they went ahead and approved it. Thanks!

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That's great news! I'm so glad to hear that your appeal was approved and it's all resolved now.