My Facebook page was working great with Shopify. I was able to tag products in Facebook and Instagram. Now a few weeks bag out of the blue, my Facebook shop disappeared and I wasn't able to tag products anymore. I have deleted my Facebook account from Shopify and reinstalled at least 5 times, no change.
My page is connected and enable however, I am unable to publish. I get this message. "Can not be published. Please contact Facebook for more information."
Please help, does this happened to anyone?
Julie, here from the Shopify Support team.
We have seen this error occur and generally, it is related to a setting that Facebook’s technical team will need to adjust. However, let's go over some troubleshooting steps here to rule out any other issues!
When you tried reconnecting to Facebook, did you try removing the sales channel altogether before re-adding it, or did you just disconnect and reconnect the account? If you haven’t already done so, I’d recommend removing the Facebook Sales Channel by heading to Settings > Sales channels and clicking the trash can icon next to the Facebook Sales Channel. Once that’s done, you can re-add it.
I also suggest using the Facebook Sharing Debugger tool. The Facebook Sharing Debugger tool will allow you to “scrape” a few of your products and may give you more information about the issue. Here, you’ll just want to paste a link to one of the products with the error message. When you use this tool, just make sure to use the .myshopify.com URL when linking a product. Once you’ve done this, you should see a message indicating the exact error. Sometimes false positives can occur and Facebook will flag the product for “violating community standards”. This has been known to happen and if this is the case for you, you can click the blue “let us know” link showing on the tool. This is what it should look like:
If, after following these steps you are still experiencing product publishing issues, I recommend reaching out to Facebook’s technical team via their Business Resources Page as this would indicate it is an issue entirely on their end.
I'm sorry to hear you're having troubles with your Facebook catalog and ads. Are you able to confirm whether you have already added the Facebook Sales Channel in your Admin? If so, are you getting the "product issues" error message there?
If there are any publishing issues, there will be a message in the Publishing section of the Facebook Sales Channel indicating what the product issue is (sometimes it's related to something simple, like having no product description). It would be a good idea to ensure that each of your products matches the guidelines as set by Facebook, just to rule out any other causes. In some cases, there will be a prompt to contact Facebook directly. This is because the Facebook Sales Channel is managed by Facebook, and they are responsible for approving published products. When you reached out to Facebook, what did they say?
As for Facebook Ads, how have you been trying to create them? Are you trying to use the Facebook Marketing app in the Marketing section of your Admin to create a campaign? Or are you trying to create the ad directly through Facebook? When attempting to create an ad, what exactly did the error message say?
Once I have some more information about the issues you're facing, I'd be more than happy to offer some further troubleshooting steps. I look forward to hearing back from you.
I have already added Facebook sales channel and i am getting this error"Facebook requires specific product details. Edit these products to publish them to your Facebook Shop."I have tried to contact Facebook so many times but they dont reply.
Thanks for sharing the error message you're receiving. Below this particular message, you should see your products listed, along with the specific error beside each one. Is this the same error prompting you to contact Facebook that others in this thread are receiving?
If so, have you confirmed that your Facebook Page is using the Shopping template? You can find out by heading into your Facebook Page Settings > Templates & Tabs and ensuring that the Shopping template is selected and that a Shop tab is present.
If your Facebook Page is using the Shopping template and you're still experiencing the same issue, I recommend trying the Facebook Sharing Debugger method, as mentioned here. Have you done so already?
I too have this issue with goreystore.myshopify.com
No one can help on the Shopify side or Facebook. Other stores I manage work w/o issue. Removed and reinstalled the sales channel. Would love to chat with someone who manages this integration as it's totally amiss.
I did it as per your instruction, while when I remove the FB shop on sales channel and relaunch it again, on facebook shop page, it shows "Manage your collection on Shopify" and on my shopify facebook sale channel page, all product details issues saying "Can not be published. Please contact Facebook for more information."
When I tried the second step that using Facebook Sharing Debugger tool, and if I used URL with ".myshopify.com" to test the product, it always said that "This URL hasn't been shared on Facebook before".
I'm so confused...Is Shopify's issue or Facebook's issue??
How Can I resolve this problem?
Looking forward for your replies.
Thanks for reaching out and letting me know which troubleshooting steps you've tried so far.
Are you able to confirm that your Facebook Page is using the "Shopping" template with a "Shop" tab enabled? You can make sure it's enabled by heading into the Facebook Shop channel within your Shopify Admin. Once there, select Publishing. There may be a yellow notification banner with a prompt to "Enable your Facebook Shop" if you haven't already done so. Clicking that link, you'll be taken directly to Facebook, where you can ensure that the "Shop" tab is present on the lefthand sidebar on your Page. Facebook also has some instructions for changing the template and adding tabs, which you can check out here. As having a long as you have the Shopping template selected, with a Shop tab present, you should be meeting the requirements for the Facebook Sales Channel.
If the Shop tab is enabled and you're still having troubles, please let me know and I'll be happy to take a deeper look!
Hi @Julie ,
Everything goes exactly same as you instructed, while on the Shopify Facebook sales channel publishing page, all our products show issue "Can not be published. Please contact Facebook for more information." Please guide me how to solve it.
Thanks for following up, @Atina.
Since we have ruled out any potential issues on Shopify's end using the Facebook Sharing Debugger, our technical team has indicated that the "Can not be published. Please contact Facebook for more information" error message is originating from Facebook directly, where there is a setting that Facebook's technical team will need to adjust. At this point, you will need to reach out to Facebook directly, via Business Resources page so they can resolve this for you.
I hope this helps guide you in the right direction! Let us know if you need anything else.
Thanks for your replies. After the communication with Facebook team, they wrongly block our URL and now is unblocked.
I tried to re-add facebook sales channel on Shopify and on account connect page, when I clicked on connect account button, nothing came out...
Please guide me how to solve out it...
I've tried several times, but the page just kept still and nothing came out.
No problem, Atina! I'm so glad to hear that Facebook was able to resolve this for you.
Now, on Shopify's end, can you please confirm which browser you are using when trying to connect the Facebook Sales Channel? Have you tried clearing your cache? If you aren't using Chrome, I would recommend doing so, as this browser works the best with Shopify's platform. It might also be worth clearing your cache or trying to connect using Chrome's incognito mode, which can be accessed from your browser by selecting File > New Incognito Window.
After trying in another browser, clearing you cache, and perhaps using incognito mode, please let me know how that goes!
I always use chrome, and I've tried cleaning caches and opened incognito window. but still when I clicked on "connect account", nothing came out.
Please guide or look into deep for me, thanks.
Thanks for confirming, Atina.
Just to make sure I clearly understand the issue, when you click "Connect account", are you seeing a pop-up asking you to login to Facebook or continue with your account? Or is no pop-up appearing at all? If that's the case, are you using any pop-up blockers? Please make sure those are disabled before trying again.
While Chrome is our recommended browser, let's try this out in either another browser or another device altogether so we can rule out any local issues. It also looks like another user in our Community Forums had this issue, and a solution was presented in this forum post. I recommend following the steps outlined there as well.
Please let me know how that goes!
There is not any popup came out showing login to Facebook or continue with your account.
When I click on “Connect Account” , not any reaction happened....
This is so weired... I tried the solution that the post advided, but none of them worked.
Please guide it, I'm struggling by this issue for several days...
Thanks for letting me know, Atina!
Because you aren't seeing a pop-up, it sounds like you may be using a pop-up blocker. Is this the case? If so, please make sure to disable it before trying again. Also, have you tried connecting in another browser? Is there another device you can try to connect from?
Looking forward to hearing back from you.
Finally the popup came out and actually I didn't do any operation you asked for... It just came out when I clicked on it...This is so weired...
And new problem came again.............
It still shows "Can not be published. Please contact Facebook for more information."
What happened to shopify system???
1. I confirmed that Facebook not block us this time. As we could open our official website from FB.
2. When I used Dev debuging https://developers.facebook.com/tools/debug/sharing/ and put our product link on it and click on "debug",
it shows "This URL hasn't been shared on Facebook before.Fetch new information.
This is so painful................please help to solve it out..
Thanks for the update, Atina. I'm glad to hear that you were finally able to connect the Facebook Sales Channel.
As for the error message from the Facebook Sharing Debugger, there should be an option to "Fetch new information". If the information returned has anything to do with an "og:image", then this will tell us that the reason why you are facing this issue will be directly related to your theme and how it determines OG properties. In fact, this is common occurrence amongst some paid, third-party themes.
Are you using a paid, third-party theme, or a Shopify developed theme? Based on the information you've provided, if you are using a third-party theme, it sounds like this could be the root cause. If so, then your next step will be to reach out to the developers directly, as they will need to make some adjustments in your theme's code. Instructions on how to find support for a paid, third-party theme can be found here.
Let me know how that goes!
Hello Julie, I've tried what you say. But the problem persists,
I do not violate any of the Facebook rules. I sell clothes that are not explicit. I have full copyright on it.
I am in the same situation. Can't contact the Facebook team and no information about this * bug * on their help page and google.
Everything worked well a few days ago; I had the shop on Facebook and open campaigns.
Then nothing. Facebook has suppressed my catalog for no reason. No explanation, either.
Any other suggestion we could try?
Thanks for providing me with a screenshot. Did you get a chance to review my initial response to this post? It offers advice on how to use the Facebook Sharing Debugger tool to "scrape” this product, which may give you more information about why Facebook is not able to publish it. Sometimes false positives can occur and Facebook will flag the product for “violating community standards”. This is a known issue and something that Facebook will need to resolve on their end. Once you use the Sharing Debugger, you can click the blue “let us know” link showing on the tool to report the problem. If you have done this, what did the error message say on Facebook's end? Did you click the "let us know" link?
While you can find more information on Facebook's Business Resources page, they also have an official Facebook Page, where you can send them a direct message through Messenger. However, I recommend starting off troubleshooting with the Facebook Sharing Debugger if you haven't already done so.
Aside from trying to Facebook Sharing Debugger, have you removed and re-added the Facebook Shop sales channel? This can be done by heading to Settings > Sales channels and selecting the trashcan icon next to Facebook Shop.
Yes, Julie, I've click *let us know* and I've sent a message to us, but nothing happens. Same problem. I've posted a topic on the Shopify community, and I noticed this problem happen for more people than I know.
So I've deleted the sales channel and re-added it, then the same problem comes again, I've removed my previews Facebook page and create a new one, same problem. I've taken 5 hours to read the FAQ page of Facebook, the Business resource page. Nothing about this problem.
I think the problem was Facebook, but I can't contact the support. This is why Shopify has a better structure. They talk with the client. Facebook doesn't care about that, and I feel it very well. Like the others who have the same problem as me.
Thanks for following up, @Kenyork!
I'm glad you've reported the problem to Facebook. I understand that it can be difficult to connect with Facebook's support team, but I'm hoping that they will be able to review your issue and assist. You're right - this is a common issue and, unfortunately, it's related to a technical setting on Facebook's end that they will need to adjust.
They also have a live chat feature, which you can access by visiting this link while logged into your Facebook Business Manager account. To start, you'll just need to click on the "Find answers or contact support" button. From there, you will need to fill out the prompts for your specific questions and then click on "chat with a representative" if the documents are unhelpful or if you wish to have live support. Their live chat is available from 9AM EST - 11PM EST, but I should mention that they do shut off the live chat feature when the capacity is too high, in which case you will see an option to email them.
However, I did manage to find another forum post in which a user had resolved the issue with a workaround. It might be worth trying this out yourself to see if it resolves your problem. You can check that response out here.
While this may not be ideal, I'm hoping that this workaround will suffice. Please let me know how that goes!
I resolved the problem manually on Facebook. Perhaps that could help you in the future, maybe to know.
I've visited the business manager dashboard, and I noticed that they had deleted my entire catalogue but offered me the possibility of adding my products manually.
This involves switching to manual mode instead of automating with Shopify what I have done.
Now I can retrieve my catalogue and link my products to my Shopify site.
*I have the entire control muahahaha. (Joke)
Unfortunately, I don't see the utility of the Facebook shop app anymore as it still * bug * on please contact Facebook.
So the fact is: We don't need this app to sell on Facebook or Instagram. We need to set up our product on Facebook directly. It's essential to know.
I am connecting my Shopify catalogue to my Facebook business page. Most of the products were able to be published but a few of them came back with issues that I am unsure on how to resolve.
Here is a copy and paste of what Facebook is reporting to be the problems, but they dont make much sense to me as how to be resolved as the reasonings don't really apply to our skincare products:
Hereʻs an example of one of the product collections Facebook is having trouble with: https://gitanneskincare.com/products/copy-of-la-vie-en-rose-collection
I have already run the website URLs through the Facebook sharing debugger offered in this thread, but I am unsure on how to resolve further. Any suggestions?
Many thanks for your assistance in advance!
Thanks for sharing the product detail issues you're seeing. It definitely sounds like these products were mistakenly rejected and I'm glad to hear that you've already tried using the Facebook Sharing Debugger. When you did so, did you select the blue Let us know link? This will report the problem to Facebook.
Taking a look into this issue further, I did manage to find a help doc in the Facebook Business Help Center about appealing rejected listings. However, it looks like Facebook has temporarily disabled this feature as they currently have a reduced workforce due to COVID-19. I recommend referring to that particular help doc and checking back regularly to see when the appeals process has been reinstated. At that point, Facebook should be able to re-review the listings for you.
Let me know if you have any further questions!
I'm having the same problem with much of my catalog. Most products have this as the issues: "Can not be published. Please contact Facebook for more information."
There's no way to contact facebook via the link earlier in this forum thread. They've fixed the bug that let's you actually interact with them :).
But now what can I do to solve this?
Thanks for confirming the steps you've taken so far, @pavels. To clarify, is the "Let us know" option in the Sharing Debugger what's missing for you, or are you referring to Facebook's live chat?
Facebook's live chat is only available when their queues are at a manageable level. If you aren't seeing the option, then it's likely that it has been temporarily disabled.
However, you can still reach out and report the problem using the Sharing Debugger and selecting the "Let us know" button. Instructions for this process can be found in this forum response. Have you used the Sharing Debugger yet?
Facebook debugger provided no value. Here's the extent of what it showed for issues.
There is no "let us know" on this link sharing debugger page.
There is also no live chat option to talk to Facebook on the Business Resource page you linked elsewhere.
Thank you for the screenshot, @pavels.
Based on the error message you're seeing, it looks like you haven't specified a
fb:app_id in your open graph tags. A
fb:app_id should only be specified if your website is associated with a Facebook app. Is this the case?
If your website is associated with an app, then you can add the following open graph tag to your theme's code (replacing
your_app_id with your actual app id that Facebook would have given you):
<meta property="fb:app_id" content="your_app_id" />
If your website does not have an app within Facebook, then you can ignore the warning, as it doesn’t apply to you. In this case, it's very likely that you're seeing a false positive on Facebook's end.
At this point, this is an issue that is on Facebook's end, and unfortunately, we do not have the ability to see why your products were denied. I did manage to find the Facebook Business Support page on Facebook, however. There, you can reach out to them via Messenger and they should be able to further assist.
Thanks again for the followup, @pavels!
Also getting the fb:app_id as a missing property when using the FB sharing debugger.
Is the Facebook Pixel considered tan App?
Any help on this issue would be much appreciated.
I tried the steps you suggested, starting with disconnecting and reconnecting Facebook as a sales channel in settings. And I ended up with this:
I also tried Facebooks debugger using the Shopify url and not the one from my purchased domain (which is a different domain name as I'm hoping to build a couple of different shops specialising in their own niche products sourced from AliExpress, etc). Anyway, that didn't work, and I have no idea what to do with the debug results, which reads like this:
15 minutes ago Scrape Again
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|Graph API||View in the graph API explorer|
|Scraped URL||See exactly what our scraper sees for your URL|
|Scrape API||Scrape via API|
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