Why can't I connect my Facebook and Instagram as sales channels?

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Topic summary

A user is unable to connect their Facebook and Instagram pages as sales channels, receiving an “untrusted” error message for their established pages, while a newly created test page with no followers connects successfully.

Suggested troubleshooting steps include:

  • Verify admin access on both Facebook and Instagram business pages
  • Review pages for complete profiles, activity, and compliance with Facebook’s community standards
  • Ensure business meets Facebook’s Commerce Eligibility Requirements
  • Complete all business information (contact details, category, Shopify store link)
  • Use the latest “Facebook and Instagram by Meta” integration from Shopify App Store
  • Clear browser cache or try different browsers
  • Contact Facebook Support directly for specific insights on the trustworthiness flag

Status: The issue remains unresolved with no follow-up from the original poster on whether these solutions worked.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

Hi,

I am trying to connect my facebook and instagram pages as sales channels but when i do i see the message attached for the two pages i wish to connect.

I dont understand why these two pages are not trusted but the test page i have created is trusted to connect, The test page is brand new too and has no followers or likes etc.

Any help would be very much appreciated.

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Thanks in Advance

2

Hi @ShaunG8989

If you’re encountering issues connecting your Facebook and Instagram pages as sales channels on Shopify, consider the following steps:

  1. Verify Page Ownership and Admin Roles: Ensure that you are listed as an admin for both your Facebook and Instagram business pages. Without admin access, integration with Shopify may be restricted.
  2. Check Page Trustworthiness: Facebook may flag certain pages as untrusted due to incomplete profiles, lack of activity, or policy violations. Review your pages to ensure they are fully set up, active, and comply with Facebook’s community standards.
  3. Review Facebook Commerce Eligibility: Ensure your business complies with Facebook’s Commerce Eligibility Requirements, which include having a credible online presence and adhering to Facebook’s policies.
  4. Update Business Information: Complete all business details on your Facebook page, including contact information, business category, and a link to your Shopify store. A fully completed profile can enhance trustworthiness.
  5. Use the Latest Integration: Ensure you’re using the updated “Facebook and Instagram by Meta” integration in Shopify. Remove any outdated Facebook sales channels and install the latest version from the Shopify App Store.
  6. Clear Browser Cache and Try Different Browsers: Browser issues can sometimes hinder the connection process. Clear your browser’s cache or attempt the setup using a different browser to rule out this possibility.
  7. Contact Facebook Support: If the issue persists, reach out to Facebook’s support for clarification on why your pages are flagged as untrusted. They can provide specific insights and guidance to resolve the trustworthiness concerns.

By following these steps, you can address common issues that prevent the integration of Facebook and Instagram as sales channels on Shopify.

If you have other questions, feel free to ask me.

Best regards,
Daisy