Can't Setup Facebook and Instagram - Blank Page - No update for over a week

Shopify Apps

Topic summary

A user is experiencing a critical issue with Shopify’s Facebook & Instagram Sales Channel app. After installation, the app displays only a blank screen across all devices and browsers, preventing any setup or configuration.

Troubleshooting attempts (all unsuccessful):

  • Cleared cache/cookies and tried incognito mode
  • Tested multiple browsers and devices
  • Reinstalled the app

Support challenges:

  • Shopify initially redirected to Meta, but Meta provides no accessible customer support for this issue
  • A Shopify agent escalated to Meta over a week ago with no response

Business impact:
The user cannot launch paid ads or enable product tagging on Facebook/Instagram, effectively halting their business launch. They specifically chose these platforms as their primary advertising strategy, viewing them as less saturated than TikTok alternatives.

The issue remains unresolved with no timeline for a fix.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

Hi all,

I’m facing an ongoing issue with the Facebook & Instagram Sales Channel on Shopify.

After downloading the app and connecting everything, the screen is just permanently blank — across all platforms, including desktop and mobile (iPhone app). I’ve tried:

  • Clearing cache, cookies, and using incognito

  • Using different browsers and devices

  • Reinstalling the app

  • I haven’t set up the app - thats the worst part

Nothing has worked. The app never loads, as shown in the screenshot below.

I first reached out to Shopify Support. Initially, I was told to contact Meta, but as most of us know, Meta offers no practical customer support for this kind of issue — there is no direct way to reach them.

A helpful Shopify Support agent is now trying to escalate this to a Meta representative, but it’s been over a week with no response. In the meantime, my business is stuck, unable to launch paid ads or connect product tagging across Instagram andFacebook. Any help is much appreciated, Thank you.

a2d02896-0638-4662-91f6-f43c966a9898.png
a2d02896-0638-4662-91f6-f43c966a9898.png2048×1231 57.6 KB

2

Heh there,

The reason I want to use Facebook and meta it’s because it is my strategy
to do so. Facebook and Instagram is the perfect way to advertise especially
with TikTok being saturated. I’m paying for shopify and I’d like to use the
apps like anyone else. However if I can’t launch Facebook and Instagram my
business will remain on hold

1 Like