deleted products still showing in instagram shop

Solved
FevhrB
Excursionist
23 0 5

I have been trying to get this resolved for 2 weeks now. I have old products that I have deleted last year still showing up in my inststagram shop. I have deleted and resynced facebook and instagram over 5 times. That does not work. I also noticed that these products when clicked go to a 404 link on my site map. I have contacted shopify chat as well as facebook still no luck. I also see that a lot of other people in the forum have had this similar issue. Can anyone help?

Accepted Solution (1)

Accepted Solutions
ArtemisDaughter
New Member
2 1 4

This is an accepted solution.

I believe I found the solution. 

1. On your mobile phone go to the instagram app. 

2. On your profile click “View Shop”

3. By your username at the top right corner you will see the settings icon - select it.

4. Then you will see all your old products and you can toggle “Hide” or “Show” by each one.

5. After hiding all the old products you will have an empty catalogue.

6. Try adding products again - you be able to select from your new catalogue 🙂

Problem solved 🙂

View solution in original post

Replies 95 (95)
Trevor
Community Moderator
Community Moderator
3214 435 743

Hey, @FevhrB!

 

The Instagram Shop option is a bit different from Facebook in that, even if your products are removed from your Shopify admin, they will not remove them from Instagram if you have posts tagged with the product. To provide some insight: 

 

The Instagram Shop tab is populated by tagged photos that the store owner manually adds, and Shopify does not have control over this section. It is not populated by a catalogue, but instead, by select photos that the store owner chooses to display via product tagging. 

 

To remove unwanted products from appearing in this section, the product tags will need to be removed from the main post. Instructions on how to do this can be found here: https://help.instagram.com/1277567429065588In some cases, there is a delay in Instagram updating this section to remove the older products, so you'll want to wait a few days for Instagram to process the changes. If no changes occur, you'll need to Report a Problem on the Instagram app: https://help.instagram.com/381579045265733 as this would be outside the scope of what Shopify can support. 

 

Let me know if you have any questions!

Trevor | Community Moderator @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

FevhrB
Excursionist
23 0 5

i have already done this still no luck.i untagged those images adn deleterd them from my instagram,  & shopify store.

Trevor
Community Moderator
Community Moderator
3214 435 743

@FevhrB 

 

If you've completed those steps, then reporting the problem via the Instagram app will be the best step to take as Instagram support would need to look into removing the outdated content. 

Trevor | Community Moderator @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Pascal2020
New Member
1 0 1

We try since weeks to delete the products of the shop of our account Instagram. We have deleted all the tagged photos, without any success.

The problem is that we cannot close the shop, we cannot replace the products by new ones. So, that penalize our business. We cannot sell thought the Instagram's shop, we cannot promote our products via Instagram. We are totally blocked. And Instagram never answer to our emails. What can we do ?

Thank you in advance for your help.

Trevor
Community Moderator
Community Moderator
3214 435 743

@Pascal2020 

 

Regretfully, this would be outside the scope of what we can provide support on as we do not have direct access to the Instagram platform. You will need to go to Settings/Report within the Instagram app to report the issue as their support would be able to provide further assistance with getting this resolved. 

Trevor | Community Moderator @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

FevhrB
Excursionist
23 0 5

problem is instagram never responds to us. i have been trying to get this resolve for over 2 months. Kind of inconvenient when you  are paying for a service and can get no resolution. 

Condog
Tourist
4 0 3
I’ve been having this same issue for over 3 months. It is extremely frustrating to deal with. Do you think deleting my Shopify store and buying a new one would help??
Lautaro134
New Member
2 0 0
All you have to do if you have completed all the steps and it is still not working is. Clear data from ig app in your settings. Then force stop it. Then uninstall before you go to bed. Then re install when you wake up. Also report a problem before you do all this.
Lautaro134
New Member
2 0 0
All you have to do if you have completed all the yysteps and it is still not working is. Clear data from ig app in your settings. Then force stop it. Then uninstall before you go to bed. Then re install when you wake up. Also report a problem before you do all this.
Amy204
Tourist
4 0 0

Has anyone managed to resolve this? I am experiencing the same thing and it is very frustrating.

 

My products exist but are no longer visible on Facebook they are only appearing on my Instagram shop (on Instagram Settings > Business > Shopping) which I want to completely delete. Screenshots below. I cannot find the products to delete from Facebook as they are not in a catalogue.

 

It's not linked to Shopify so don't delete your shop as my problem is my products are linking to my old shop which was not set up on Shopify.

 

IMG_8624.PNGIMG_8623.PNG

Maybe__username
Tourist
5 0 1
I know this isn’t a shopify issue (sorry shopify for posting here but there is literally NO other forum online for Instagram), did anyone find a fix?

I have completely deleted my catalogue, and all the images that contained tags on my IG and the shop link is STILL showing all the deleted items from the deleted catalogue.
felanidavid
New Member
1 0 0

Hi there, I have the same problem, I've followed all the steps indicated, deleted the Shopify products also removed from my facebook catalogue and removed the tags from the photos.

 

Di you find any solution to fix the problem?

 

Best regards,

David

MM17
New Member
1 0 1

Hey, did anyone have any luck in resolving this? I spoke with Facebook support who communicated with Instagram tech team and they came back to me even with the deleted product codes, but insisted that I had to ask Shopify to remove them as they did not have permission. It's clearly a bug, I have not managed to resolve this, I have tried everything, please if anyone has an answer, let me know. I deleted products, deleted photos with products, deleted catalogue, added new catalogue, reinstalled insta, switched between  FB business and FB normal and back, contacted FB support twice, reported the bug on Insta 3 times, spoke with Shopify support and still nothing. I even paid a specialist who gave up as he couldn't resolve it. I'm desperate. 

Sawacogowns
Tourist
3 0 0
I've been battling this same issue for over 12 months! Have tried everything! Has anyone found a solution?? This is the most frustrating situation and I feel for those who are experiencing the same issue! Someone please help
jenblack
New Member
2 0 1

omg please let me know if you find a solution - I have the same exact problem and have done the same: reinstalling of apps, deletion of catalogs, reinstallation of everything - and these old products remain. I've send countless images to IG but no response! I hope they fix this soon...

guileonard
New Member
1 0 0

I am facing the same issue for days. I deleted EVERYTHING already and I am still trying to contact instagram about it. I am really frustrated

Bernardopenido
New Member
1 0 1
Hey did you manage to resolve this issue? It is extremely FRUSTRATING. I cannot delete this old product from my catogue
FevhrB
Excursionist
23 0 5

still didnt work 

FevhrB
Excursionist
23 0 5

I have still not found a resolution to this. Instagram never responds and shopify is no help. I have been trying to get this fixed over 6 months now still no resolution. I have even tried clearing all settings, deleting the app, reinstalling the app but nothing works.