Facebook & Instagram plugin not connecting

Shopify Discussion
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Topic summary

Main issue: Multiple merchants report the Shopify Facebook/Instagram sales channel stuck on “Syncing additional info; you’ll be able to start selling once the sync is complete,” despite Meta Commerce Manager showing approval or inventory live. For some, this has persisted for weeks to months.

Staff update: Shopify indicates this status reflects Meta’s review against Commerce Eligibility Requirements, which can take up to four weeks (often faster). Shopify can verify product/collection feed syncing, but Meta must complete approval.

Support direction: Merchants are advised to contact Shopify Authenticated Support to review product feed settings and confirm if the block is on Meta’s side. Meta may flag “test” products or policy issues; some errors instruct resolving items in Meta’s Business Support Home.

Workarounds/outcomes: One user fixed the issue by removing the Facebook/Meta sales channel and reconnecting. Another reinstalled and then received an error that their Page/Instagram is tied to a shop still in review or non‑compliant.

Status: No universal resolution; results vary by account. Open questions include causes of prolonged syncing, identification of flagged “test” products, and reliable access to Meta support. Screenshots shared show the error states.

Summarized with AI on December 18. AI used: gpt-5.
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Hey there, @CodyAllen ! Thanks for taking the time to reach out to the Shopify Community Forums and jumping in on this thread! My name is Imogen. It’s good to meet you!

Thanks for letting us know that you’ve been having troubles with your Meta Integration. Shopify’s scope of support with the Meta Integration aligns with making sure that your products and collections are being passed over as expected. If your issue is the same as the original poster’s here, then it’s likely your issue is Meta-based, and they will need to intervene to resolve things.

In order to confirm this, I recommend reaching out to our Authenticated Support Team via our Help Center. This will allow our Support Team to access your account and get a better idea on the status of your Meta integration, and advise on next steps from there.