Having issues adding Facebook/Instagram shop to account due to cookie pop-up?

Shopify Discussion
1

I am trying to add a Facebook/Instagram shop to my account. However when I click on the Facebook sales channel a pop up of allow cookies keeps appearing- no matter how many times I select agree it will not disappear and I can’t access the page I need. It’s been like this for about a week now- I thought it was maintenance at first but I’m wondering if it’s just me experiencing this issue? I really need to get my shop set up.

2

Yes please

3

Hi,** @123kduk **

Thanks for posting to the Shopify Community. I hope you’re well!

It sounds like you could be experiencing a localized issue. Here are the troubleshooting steps you will want to try. As tedious as some of them sound, I assure you each step is necessary to narrow down the issue.

  • Clear the cache and cookies (in Chrome, use the “all time” time range).
  • Ensure the browser’s cookie preferences are NOT set to “Block all cookies”
  • Try on another web browser, AND try within the browser’s incognito mode.
  • Ensure the web browser is up to date on the latest version
  • Try another device, such as another computer or a cellphone.
  • Ensure there are no pop ups being blocked in the web browser.
  • Ensure you do not have any firewalls, VPNs (virtual private networks) enabled on your device or network blocking Shopify.

The above options should resolve the issue. If not, please reach out to our live support advisors as they can log the issue with our developers to investigate. To reach our support, head to our Help Center and log in to your account to create a support request through live chat, email, or callback. Once you have logged in to your account, type your request in ‘Ask about a topic’, scroll down to ‘Get Support’, and then click ‘Continue.’

I hope that helps!

4

I have tried doing these and so far have had no success

5

Thanks for going through the troubleshooting steps, @123kduk .

What browser and device are you using?

Could you share a screenshot or screen recording of the issue? I’d like to see if this happens on a mobile device, desktop device or both. A screenshot of the pop-up can also help us determine further if this is a browser issue.

If this is occurring on an iOS mobile device, the iOS device may be blocking Facebook from accessing the cookies. If cookies are turned off on the mobile device, I recommend following this Facebook resource to turn cookies on.

I look forward to your reply!