Solved! Go to the solution
This is an accepted solution.
Thank you for taking the time to reach out on this thread. As mentioned above, these steps were for the previous Facebook Shop channel, which was replaced by the new Facebook channel last year. There is a new process for troubleshooting these syncing errors for the newer channel, which requires having our technical team look into that for you. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request. As the steps in this thread are for the older version of the channel, I will be closing this thread for any future replies. Since contacting support is the next step, I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!
Thank you for reaching out to the community, I'd be happy to take a look at that for you. How long have you had the products listed as available on the Facebook sales channel? It can take some time for them all to sync over. As well, are they listed as approved in the sales channel, but just not showing up on your Facebook page itself? Or do they not appear in the sales channel either?
Thank you for your reply and for the details! Have you tried making them unavailable on the Facebook sales channel, and then making them available again? You can do this in bulk by using the bulk editor: first navigate to Products > select all products > Edit products > Add fields > Availability - Facebook Shop > Un-check box > Save > Re-check box. Try this with one or two products and let me know if it works!
If not, we are able to manually re-sync all of your Facebook products, which does usually fix this issue. With that being said, this will temporarily remove all of your products from the Facebook catalog and update them, which does mean that they'll be unavailable until the sync is fully completed (can take up to 72 hours). Let me know if that's alright and I can get that started for you (provided the above method is not successful).
Sounds good and you're very welcome! I'll just need to verify your account details in order to get that done for you. I've just sent you an email so if you'd like to reply there then we can get started.
This issue has been going on for such a long time, and it just never seems to be resolved.
Honestly Shopify, if you can't get it together as far as the Facebook sync is concerned then you should just stop selling the Lite option altogether. My account is fairly new but I feel like I'm paying $9 for nothing since some of my products don't show, some of them show but just for me and not other customers, and sometimes even if I give a customer a direct link to the checkout (as provided in the Facebook product details) they see a page saying "This shop doesn't have a website yet" which makes my brand look bad.
We need a proper solution to this or an admission that it can't be done so that we can stop wasting our time.
Cool, do I get in touch with them via the Help Center?
Also have you tested with new products to see if they also show up? I don't doubt their manual resync solves it but I have a relatively high turnover of products so I'm also concerned about the sustainability of that solution.
Thank you for the response!
I'd be happy to give you a hand with that as well. Are you still having trouble? Let me know and I can get that started for you.
I am having similar issues with jp3-motorsports.myshopify.com (jp3motorsports.com). My Facebook Shop keeps disconnecting from Shopify. Can someone please help?
Hi Brie, thank you for reaching out – happy new year!
Unfortunately the problem is still happening. As of now I have two products that should be available on Facebook, and when I look at the Shop tab using my own account I can see one of them as available and the other still as "Processing" (even though it has been several days). If I reach the page as any other user, however, no products show up at all.
What information would you need from me in order to check it on your end? The URL for the store is edo-garcia.myshopify.com
Please can a look at our Shopify site as well, we are having the same issue. We have 32 products but only 4 are showing on facebook, I have been through lots of forum feeds and have checked all the info and everything seems to be correct. Thanks for your help in advance!!
Thank you all for reaching out!
@JP3motorsports - if your Facebook sales channel is stuck in a disconnect loop please try deleting the sales channel (Settings > Sales Channel > click the trash can icon beside Facebook Shop), and reinstalling it. If you experience the same issue after connecting, let me know and I can have our technical team reset your Facebook connection entirely. Keep in mind that doing this will destroy any existing Instagram product tags that you may have. If you still experience the issue after reinstalling the channel, let me know if that's alright and I can get that going for you.
@felipeedoardo and @midgandfrain - if some products are missing from your Facebook page, please try toggling the products or collections to unavailable, and then available again in the Product Availability settings. For example, navigate to Products > select a product > under Product Availability, click Manage > uncheck the box beside Facebook Shop > Done > Save. Then repeat these actions but re-check the box, and save it. Doing this can send new information to Facebook and will restart the period for those products to be approved in the sales channel. If that's not successful, please disconnect the Facebook page completely, and then link it back up. This will start the whole process over, and can be done by clicking "disconnect" as seen here:
Once that has been done, it will need another 48 hours for the standard review. If you still don't see all of your products listed on your Facebook page, let me know and I can manually resync your products from our backend. Hope this helps!
Thank you for your response. As mentioned above, if the store keeps disconnecting please try deleting the sales channel and reinstalling it. If that doesn't work, then I can have our team reset your Facebook connection from our backend. Doing so will remove any existing Instagram product tags that you may have, so if you'd like me to have them do that please confirm that this is okay. Thank you!
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