A user is unable to activate the “Shop on Facebook” feature after connecting their Facebook account to Shopify. While Instagram connected successfully, attempting to customize the Facebook Shop triggers a “Something Went Wrong” error.
Primary cause identified: The issue typically stems from incomplete connections or approval problems in Meta Commerce Manager, not Shopify itself. Common culprits include:
Recommended solutions:
Good news for ads: Instagram ad tracking will function normally regardless of this Shop issue, as tracking relies on Meta Pixel/Conversions API rather than the Facebook Shop feature.
Hi,
After connecting my Facebook account to Shopify, instagram connected well but the “Shop on Facebook” seems to be disabled, then when I click on it to customize shop, it gives me this “Something Went Wrong” page. Does anyone know what the issue may be? And if I want to run ads on instagram and have it tracked on where the sales are coming from in Shopify, will this affect my targeting and tracking? Thank you for your help in advance!
When you connect your Facebook account to Shopify, sometimes Instagram connects successfully, but the Shop on Facebook option becomes disabled. When you try to open or customize it, you see an error message saying “Something went wrong.”
This usually happens because your Facebook Commerce Account or Facebook Page is not fully connected or approved. It can also happen if your Facebook Shop is disabled, your business permissions are incomplete, or if there is a temporary issue on Facebook’s side.
To fix this, you should first check your Meta Commerce Manager. Go to commerce.facebook.com and log in with the same Facebook account you used in Shopify. Once there, check if your shop is active. If it says “disabled” or “under review,” follow the instructions on that page to request approval or fix any issues.
Next, make sure that your Facebook Page, Instagram account, and Product Catalog are all connected under the same Business Manager. If they are under different business accounts, Facebook may not allow the shop to work properly. You can reconnect them by going to Shopify → Settings → Apps and Sales Channels → Facebook & Instagram by Meta, then opening the app and checking under Settings → Accounts. All your connected accounts should show as “Active.” If any show as “Disconnected,” click to reconnect them.
Sometimes, the “Something went wrong” message can also appear because of a simple browser problem. Try logging out, clearing your browser’s cache, or using a different browser or an incognito window.
If you have checked all of this and it still doesn’t work, you can contact Meta Support through your Meta Business Suite by going to Help → Contact Support. Explain that your Facebook Shop connected through Shopify is disabled, and they can help review and reactivate it.
As for your ads, this issue will not affect your Instagram ads or tracking. You can still run ads on Instagram and track where your sales are coming from. What matters for tracking is your Meta Pixel or Conversions API, not the Facebook Shop. To make sure tracking is working correctly, go to your Facebook & Instagram by Meta app in Shopify, open Settings → Data Sharing, and make sure “Maximum” or “Enhanced” data sharing is turned on.
In summary, the “Shop on Facebook” issue happens because of a connection or approval problem in your Meta Commerce account, not because of Shopify. Your Instagram ads and tracking will still work fine while you fix it. Once your Commerce Account and Facebook Page are properly connected and approved, the “Shop on Facebook” feature will start working again.
Hi, thank you for your help. Unfortunately when I try to go to the facebook commerce site (it seems it has changed since the link you sent), it asks me to add a catalog of products from shopify and just brings me back to square one where I was before. Within the app settings in shopify I am just seeing the image attached below, I don’t see any account settings in there. If you have any other ideas on why this might be happening I’m open to any. Thank you for letting me know about the Instagram ads tracking as well.
This issue arises when a catalogue already exists in Meta’s Business Manager, and Shopify’s Facebook sales channel can’t override it. To resolve the issue, you must disconnect the existing link and reconnect.
Here’s what you can do:
Disconnect the Facebook Sales Channel from Shopify Completely.
Remove Shopify Integration on the Facebook Side.
Reconnect Facebook account, Business Manager, Ad account, Commerce account, and Catalogue, and ensure you select an existing catalogue or allow Shopify to create one.
Check Facebook Commerce Manager and confirm that your products are syncing to the correct catalogue created or managed by Shopify.
Ensure that your personal FB profile has full admin access to the Business Manager, Page, and Commerce account.
This should solve the problem. Please follow these steps and let me know if you’re unable to resolve it.
