How can I receive my Facebook ad credit after setting up a new account?

[cédric90]

I created a shopify account about 16 days ago and I was eligible for a $400 facebook ad credit. I followed all the steps and created my site, chose a plan and was billed, but I still have not received any $400 ad credit from you. I would like to receive it as soon as possible please !!! My store is tryspinease.com

[Shay]

Hi @cédric90 

Thanks for reaching out for help with this!

In order to be fully eligible for the ad credit you need to have all areas of the Facebook sales channel fully set up and approved. This includes the Facebook business account, Shop, Instagram for Business and Selling on Instagram. You can activate these areas in your store admin under the Facebook sales channel. 

If all channels are active and live and you still haven't received the credit to your account, please reach out to our live support for additional help. 

[cédric90]

Hey Shay I created my instagram account and connected it to shopify but than this happened...

[cédric90]

It says that my shopping instagram isn't available for this account

[Shay]

Thanks for the update @cédric90.

You will want to make sure your instagram account is setup for a business (you can switch it through your account settings in the app) and then you will need to wait for the account to be reviewed. 

You can learn more about finishing the setup process for Instagram in our Help Center here: Setting up Instagram Shopping · Shopify Help Center. 

[cédric90]

hi, yes i connect the instagram account and they made me a review and they say that it is not eligible while i respected all the rules. Here is my instagram account: spinase.official

[Shay]

Thanks for the screenshot!

That error message says that you need to be selling products on your store. This means you most likely do not have the products in your admin marked as eligible for the Facebook sales channel. If you aren't sure how to check that, please refer to our support in the Help Center on this topic:

Adding and updating products · Shopify Help Center 

It is also important to note that part of the eligibility requirements for instagram require that your business have a proven level of trust with Instagram and Facebook. If your social media accounts are still too new, this may hinder your eligibility right away. You can read more about this here: Commerce Eligibility Requirements | Help Center. 

[Daria_M]

That doesn't seem fair. If Shopify advertises bonus ad credit, they should disclose the eligibility criteria as well. Or not have it expire so soon. I don't know how it would be possible for a brand new business to work in enough trustworthiness for Facebook and Instagram approval within a span of 1 month... Or if there is a trick to it, please share.  @Shay 

[ecross97]

I've been having this same exact issue and I just can't understand why Shopify and Facebook were not more clear with the terms. I've been in the process of setting up my store on Shopify so I don't have any products linked to Facebook yet. Why can I not access the ad credits that were promised to me so that I can build my page and advertise before the launch of my store?

The email I received from Shopify said that I had to claim the ad credits by the end of January. When I clicked on it, the link simply said that none of my accounts are eligible. I submitted a support request through both Facebook and Shopify three weeks ago and still haven't gotten a solution. Now I am unable to access the ad credit?

This is bad business on the part of both Shopify and Facebook. The ad said to sign up for Shopify and then pay for a membership and receive your credit. That never happened and I'm sure didn't for many other people who signed up. I am very disappointed in both platforms for the lack of support and clear terms. There was more information about the terms of the ad credit on this thread than either platform gave me through support so thank you for this. 

[sonja44son]

yes me too get the same error 

and i,m so sad for this