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How to Disable Facebook Commerce account from Shopify?

benceunybrands
Tourist
3 0 2

Hello Shopify people!

Hope you're dandy!

Context

I am in the process of moving a FB and Instagram page from the current FB Business Manager account to another one. I am having an error because an active Facebook Commerce account is linked to the FB and Insta pages.

FB support suggested I can only disable the FB Commerce account from Shopify since this is where the link was initiated.

Question

  • Can you please help me figure out what I need to do in order to disable the Facebook Commerce account from Shopify?

 

Many thanks for your help in advance,


Ben

Replies 21 (21)
Moira
Shopify Staff
Shopify Staff
1229 151 185

Hey @benceunybrands!

Disabling a Facebook Commerce account from Shopify essentially means removing the channel entirely. 

When you deactivate your commerce account, you remove it and all Shops connected to your account. Your Facebook Pages, Instagram profiles, catalog, ad, and business accounts will no longer be connected to your commerce account.

Before you begin:

To deactivate your commerce account:

  1. Go to Commerce Manager and select your shop.
  2. In the left-hand menu, click Settings.
  3. Click Edit in the top-right of the Commerce Account Info section.
  4. Click Deactivate Commerce Account.
  5. Enter your Facebook password and click Confirm.
  6. Choose an option from the Reason for Deactivating Account dropdown, or provide your own.
  7. Click Deactivate Account.

If you run into any further issues with Facebook or Instagram, we also have a fantastic community forum thread right here with steps on how to fix any current known issues for the Facebook channel. 

Moira | Social Care @ Shopify
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benceunybrands
Tourist
3 0 2

Thank you Moira!

 

Just a heads up that if the Shopify user initiated the link from the Shopify UI to crate a FB channel and by extension a Commerce account, then you CANNOT deactivate the Commerce account from FB.

According to a FB Support Associate the link must be suspended from Shopify, and then the Commerce account status will change to inactive.


I just deleted the FB Channel from Shopify so we'll see if it is indeed the case. I'll report back if it is.


Cheers,


Ben

Moira
Shopify Staff
Shopify Staff
1229 151 185

Thank you kindly for the insight @benceunybrands this will be extremely helpful moving forward. Please do let us know if removing the FB channel entirely resulted in a deactivated Facebook Commerce account.

All the best, 

Moira | Social Care @ 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

benceunybrands
Tourist
3 0 2

Hello @Moira 

 

Despite us removing FB as a channel from Shopify, the Commerce account is still active...

Do you have any other idea how we can deactivate it, other than removign the FB channel?

 

Thanks


Ben

Moira
Shopify Staff
Shopify Staff
1229 151 185

@benceunybrands 

I have just reached out to our technical team who have provided a few suggestions:

  • Have you tried heading to integrations and removing your catalogueYou can deactivate your FB shop within https://www.facebook.com/commerce_manager. Delete your catalog first then

    Click on "edit" near where it says "active", the box expands, and then it's hard to spot but there will be some grey text which you can click on to deactivate your FB shop. 

  • Go to Business Manager > Business Settings and select 'Commerce accounts' under 'Account' on your left. If you have a commerce account, you'll need to go to Commerce Manager and disable it. Then you'll be able to remove/move the page. Previous merchants have had this issue when trying to remove a page from their business manager. It worked after disabling their commerce account in Commerce Manager.

Let me know how you get on! 

Moira | Social Care @ 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

petermmm
New Member
1 0 1

When you go into disable you dont have the option to disable. This screenshot is after you hit edit. really need your help. Thanks cc1.PNG

Moira
Shopify Staff
Shopify Staff
1229 151 185

Did you manage to delete your catalog first @petermmm

  1. Go to Commerce Manager.
  2. Select the catalog you want to delete.
  3. Go to the Settings tab and select Catalog.
  4. Under Delete Catalog, select Delete. Select Delete again to confirm.

Once you have done this, let me know if you are able to deactivate your FB shop via the edit box. 

Moira | Social Care @ 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

aykhan
New Member
1 0 1

Hello, I tried to delete my Shopify Product Catalog in Commerce Manager, however, I encountered an ERROR message "Oops, something went wrong. Please try again later." Do you know how to solve this issue? Thanks in advance.

Moira
Shopify Staff
Shopify Staff
1229 151 185

@aykhan 

I'd be curious to know if we can isolate what you're seeing to your device or browser. Would you mind testing a few things for me?

  • Clear your cache and cookies - When you use a browser, like Chrome, it saves some information from websites in its cache and cookies. Clearing them fixes certain problems, like loading or formatting issues on sites.

  • Ensure your browser is up to date.

  • Try an Incognito window.

  • Try another browser (e.g. Safari).

  • Try completing the same steps on your phone, using data rather than WiFi.

Looking forward to hearing how that goes!

Moira | Social Care @ 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

acasademont
Shopify Partner
9 0 11

We're having the exact same error, no deactivate button visible and an unexpected error when trying to delete the catalog. Any help would be appreciated, seems like the link between shopify and facebook is still somehow active despite having deleted the FB channel.

 

 

Williamsilas2
New Member
1 0 0

Hello, I have been having this exact same issue since last year May. I need to disable my commerce account from Shopify business manager and connect to a different one but there is no option to do that. After numerous attempts I have now decided to de activate my Shopify shop completely. 

Jerry_Boyd
New Member
1 0 0

I've lost all access to our Facebook Business Page, Commerce, and my Private account. (my private account was removed permanently by FB for me using a name other than my birth name.)

I've deleted our Facebook channel on Shopify, but our shop is still up. 

 

There is no way for me to get any kind of response from Facebook. 

AsOne88
Shopify Partner
3 0 0

I got the same issue , how did you sort this? 

 

Any answer for this one yet?

 

AsOne88
Shopify Partner
3 0 0

Hello 

 

I am also experienced cannot delete the shopfiy (deactivate) commerce from Facebook as there is no deactivate buttom to me to click on. 

 

Then I tried to delete catalog and also there is not way , 

 

Please advice?

 

Best regards, 

 

Annie

How can I delete the catalog in Facebook when it is all 

 

catalog.PNG

KaiM
Excursionist
19 0 1

I'm having same issue.

Never known two companies (Shopify and Meta) to be so unprofessional, disorganised, and quite frankly, incompetant.

anon_kool_user
New Member
1 0 0

Hi, I'm still running in this issue and none of the proposed solutions work. Any updates?

Susan32
New Member
3 0 0

Hi Moira

 

I have followed your and Facebook's instructions above, however, there is no option for Deactivate Commerce Account available for me to select.

Susan32
New Member
3 0 0

Hi Moira

 

It says I do not have permission to delete the catalogue

Susan32
New Member
3 0 0

Hi

 

Did activating Shopify completely allow you to then delete it please?