Facebook - commerce account Not aproved Error with Facebook

Solved
Irreversivel
New Member
2 0 7

Hello, I've been struggling lately trying to link the store to my Facebook page.  

I followed all the procedure in shopify via the "sales channel +". the facebook shop and instagram shopping both show as ACTIVE.

But when i open the "customize Shop" and go to the commerce manager page the store show up as Unpublished. And I get a message from Facebook saying:

"shop updates can't be published because your commerce account didn't pass our standard review", no explanations or any other option to know what is wrong or not in compliance with their policy. Some of my products ( simple tshirt) also just got the " Not approved " stamp don't now why? 

What can one do to get the shop working with Facebook and get then to approve/ allow publishing of the store? 

Any help or advise is welcome as i exhausted all the options i could think of. Thanks! 

Facebook and insta both active on shopifyFacebook and insta both active on shopifyunpublished error in facebookunpublished error in facebookError/ no option to publish within the mannager commerce accountError/ no option to publish within the mannager commerce account

Replies 292 (292)
rank234
Excursionist
20 0 17

What do you mean by Facebook is working to remedy the problem, are they actually doing anything besides going back and forth with people for weeks and then telling them there's nothing they can do like they are with me?

zfqu
Tourist
4 0 2

The request review button is grey out for me.

mmcshane20
New Member
2 0 5

just here to say same issue. There are more and more of us it seems...

michellemykle
Tourist
6 0 1

Your products have to have a unique identifier.  a SKU is the best way to do that.  It can't be the same for any two products.

Skmn
Excursionist
12 0 5

Has this been sorted for you? If so, can you provide all the details in how it was resolved? I can’t believe this thread and how many are just left to hang. I left a comment on Shopify Instagram account, I suggest people do this so that it gets noticed right away. 

michellemykle
Tourist
6 0 1

Still no response.  It's horrible. 

GaryBusey1
Excursionist
44 0 19

My shop finally got approved.

 

After over 2 months and constant being told to wait. I got an email saying it was approved.

 

I didn't do anything specific, I did realize my email address wasn't attached to my FB page so double checked that and i also had a few items that weren't matching with event data so fixed those.

 

But i was never told any of those things, just got a random email saying approved.

 

HOWEVER my instagram shop is not approved, which makes absolutely no sense as its exactly the same. I have had to contact them again for a manual review of this as apparently it had already been reviewed and is only allowed 1 review. Heres hoping that resolves faster. 

 

Good luck to everyone, its a pain in the b*tt

Skmn
Excursionist
12 0 5
Ugh! I have the opposite issue as Instagram was approved but not fb. They really should put out a detailed step by step of what needs to be done. This is bonkers. Or train Shopify support desk for this to remedy users.
thebirdleaf
New Member
2 0 3

Same issue all around. TLDR version: there is some issue on the FB side of things, but they are unwilling to do anything for you, and they cannot change the process of having anything re-reviewed - literally told just to wait until later. Undetermined amount of time. 

A word of caution to those reading this prior to submitting for a re-review. There is only one chance at a re-review per FB policies. After that it is unknown if/when another review process will come up. 

With that said, I'm not sure there's any way to determine what exactly is needed to correct on the account in order to submit for re-review. 

I worked with FB marketing manager on a separate issue. They put me in touch with a FB shop expert and over the phone they walked me through de-linking everything in Shopify on the FB sales channel to see if setting it all back up would correct the problem. No fix there. 

Further they helped me use the tech support option to open a ticket to check all the settings. 

Here is what they walked me through: 

Here's what we recommend, If you're unable to access Facebook Shops or Instagram Shopping, We may need to troubleshoot it by following the steps below: Please send a screenshot or screen recording while checking the following link below: 1. Check for any red notifications in your Facebook or Business accounts by accessing Accounts Quality (Account issues Tab) & self-appeal if needed (https://business.facebook.com/accountquality/) 2. Check your Monetization Eligibility by accessing Facebook Creator Studio & self-appeal if needed (https://business.facebook.com/creatorstudio/)
3. Check if you have any disabled Ad accounts & self-appeal if needed (https://www.facebook.com/business/help/968402779873601)4. Check the Page Quality of your account by accessing settings in Facebook Creator Studio & self-appeal if needed (https://business.facebook.com/creatorstudio/)
 
All of these options were clear and green for me. 
I sent over a number of screenshots to the person live via chat and they escalated it to another tech support specialist. 
I setup creator studio and linked all items from there including a monetization account. 
 
After getting booted to another support specialist it was determined that the Shopify pixel IS NOT the issue with the FB store link. At that point they told me to go back to the previous specialist who was unresponsive. 
 
I opened up a chat and here is what they told me. If you've stuck around this far, read the conversation to the end. Pretty clear that FB has no interest in correcting the issue. 
 
Thank you for contacting Commerce Facebook Concierge Support. My name is María and I will be happy to assist you with your request. The reference ID for your ticket is XXXXXX. I understand that your Facebook Account was not approved to be published. I understand how important it is for you to resolve this matter so you can promote your products easily through our commercial platforms. Therefore, I will do my best to give you the information related to this matter.
 
You sent Yesterday at 11:03 AM
Thanks, can you see information on your side that the case is being worked on?
 
You sent Yesterday at 11:03 AM
the last correspondence I received was that it is not a pixel related issue and that representative dropped the case
 
Facebook Business Support sent Yesterday at 11:05 AM
So, after verifying your merchant account as you know, the internal policy team, which does not meet our merchant eligibility requirements. To publish your store or make changes, you must appeal the current status. You can view the details and request a review at Account Quality (https://www.facebook.com/accountquality/ ). From our support, we have no visibility or information about the requirement that is not being met.
 
Facebook Business Support sent Yesterday at 11:05 AM
It is a self-appeal process so now you have to wait to be able to appeal again
 
You sent Yesterday at 11:06 AM
as per policy, there is only one opportunity to appeal
 
Facebook Business Support sent Yesterday at 11:06 AM
In the meantime if you have a website, you can set up a call-to-action button with the link to your external website from your Facebook Page . With this option, you can still promote your business through our platform by sharing content with your customers, and if they need to purchase any item, they can click this button and go to your website. You can get more information about this call-to-action button by following this link: https://www.facebook.com/business/learn/lessons/add-a-call-to-action-button-on-facebook
 
Facebook Business Support sent Yesterday at 11:06 AM
Or sell products in the marketplace
 
You sent Yesterday at 11:06 AM
I have already appealed with no option to appeal currently
 
Facebook Business Support sent Yesterday at 11:07 AM
Yes, but our team are always reviewing the accounts and they can active the button to appeal again
 
You sent Yesterday at 11:07 AM
do you have any idea what that sounds like? There are no issues on my end, and so I am the one who has to appeal, but I'm unable to do that per your policies?
 
You sent Yesterday at 11:08 AM
what does that mean? when will they review the account?
 
Facebook Business Support sent Yesterday at 11:08 AM
My apologies for that, but it is the process, and from our side we can not manage the reasons for this situation, because just the internal team managed the policies
 
You sent Yesterday at 11:09 AM
is there a way to get this to the internal team for review to expedite the process?
 
Facebook Business Support sent Yesterday at 11:09 AM
The internal team always are checking the account to know if the client improve on the commercial requirements
 
You sent Yesterday at 11:10 AM
but as you've said there is nothing I can do to improve the requirements as I currently meet all of them
 
Facebook Business Support sent Yesterday at 11:10 AM
No, sorry for that, it is just a self-appeal process
 
You sent Yesterday at 11:11 AM
can you tell on your side what the issue was that caused the original appeal to be kicked back? what evidence do you have on your end that I will be approved if/when the appeal becomes an option again? what has changed?
 
Facebook Business Support sent Yesterday at 11:11 AM
Sorry again, but we don´t know the reasons related to this situation. So try to wait for the new option.
 
You sent Yesterday at 11:12 AM
i'm stunned
 
Facebook Business Support sent Yesterday at 11:12 AM
So, as we give the fully information that we can share with you, let me know if you have any further questions related to another topic please
 
You sent Yesterday at 11:12 AM
do you know how long the process could take to be re-reviewed?
 
Facebook Business Support sent Yesterday at 11:13 AM
No, we don´t know this kind of information.
 
You sent Yesterday at 11:13 AM
is there anyone else you can put me in touch with to correct the situation?
 
You sent Yesterday at 11:14 AM
someone on the internal team?
 
Facebook Business Support sent Yesterday at 11:15 AM
My apologies again, I already gave you the information that it is a self-appeal process, and the way is just to wait. Thanks for your contact and have a good day.
 
Facebook Business Support sent Yesterday at 11:15 AM
Please note that you are about to receive an email with a link to a short satisfaction survey. We would really appreciate it if you would take a few minutes to give us feedback on your experience with our support. Please, feel free to let us know any other matter you want to discuss. Thank you for contacting our Commerce Facebook Concierge Support, we are pleased to have been of assistance. We wish you a great day,
 
This chat has ended. Thanks again for using Facebook.
 
Skmn
Excursionist
12 0 5
Thanks for this. It’s a complete joke. They told me couple of days ago thanks for your unwavering patience and tidy they said “can we close this ticket”. Like what?!?!? It’s absolute garbage.
Bridgers872
New Member
1 0 1

Thanks for taking the time to write , pretty much sums it up and I guess we have nothing that we can do.

romanrsr
New Member
2 0 1

Dear, good morning!
I am just starting with my store and I also find this error. Is there any way to advertise on Facebook without having this approved? Thank you so much!

JAAS666
Excursionist
13 0 10

That's verbatim the interaction I had with them.

I truly believe those chat agents are bots too.

I find it hard to believe there's actual human support reps this dumb.

Bernard9k
Tourist
3 0 3

Hey guys, been following this thread for a little over a week now, time to give my experience and insights as I run my own agency where I help customers with such problems. TL:DR - I couldn't find a working solution as of yet. But below are my findings and a potential solution that I'll try next, however, it won't be an option for most I think. 

So, in short - the usual path of talking to Shopify support & Fb support got me nowhere and I'm also stuck on a waiting list. 

Ultimately, when Shopify automatically creates a Facebook catalogue, some parameters and bits get ported wrong which results in account suspension. As you already know, clicking to appeal without changes gets you nowhere and then you're stuck which is what happened to my client. 

Before you click to review again, try to implement these catalogue changes: https://www.socialmediaexaminer.com/how-to-get-approved-instagram-shopping-product-tags/

But if you already got rejected a second time, here's what I tried and it didn't work:

1. Create a new catalogue
2. Create a new commerce manager
3. Assign new facebook page 

- these seem to have been working workarounds but facebook now does not allow to delete any suspended accounts, be it commerce manager or catalogue. 

So at this stage there are 2 ways - 1) to wait however long and potentially never be able to use facebook shopping with shopify or 2) find a workaround to make it work.

So here's what I plan to try next:

1. Port over the entire shopify website onto a new shopify domain - this seems to be most promising option, since the suspended account catalogue & commerce manager gets linked to the my-shopify domain and it is stuck in this broken loop. Creating a 'new' website, with a different domain, then making sure the catalogue is not automatically created would look like a new shop on Facebook and likely to work going forward. 

2. If the above won't work, I'll try to create a new business manager to connect with the new shopify domain. 

I'm 90% sure these 2 options will finally allow my client to advertise and sell on both Facebook and Instagram, but this is actually ridiculous. Facebook is so much fun to deal with haha. 

lilamo
Excursionist
12 0 6

That's interesting. I have the opposite--my Facebook shop is not approved but I can sometimes tag products on Facebook right after I add them to Shopify. However, if I access Instagram through my cell phone, I can tag all products. So weird. 

Bernard9k
Tourist
3 0 3

Yes, this is the main issue. Same for my client - Facebook shop is suspended but Instagram is approved. Weirdly, some products sync to the suspended catalogue in the commerce manager and some don't. 

rank234
Excursionist
20 0 17

Hi Akmal are you familiar with commerce accounts getting rejected during shopify integration?  What is your process for resolving these?  I'm sure lots of people would gladly pay to figure out a solution but it's a very complicated process we've all been through and anyone promising a quick fix lifts eyebrows

JAAS666
Excursionist
13 0 10

Don't waste your time (or your money).

He's offering to do the same setup you already did.

 

I bet he hasn't even read trough this post to see that the problem is not that we don't know how to set it up.

 

No one but facebook/shopify can help us. NO ONE. DONT FALL FOR SCAMS

Foxgloveco
New Member
1 0 0

Hello! Did you do anything in particular when setting up your page and connecting it to shopify? 

Skmn
Excursionist
12 0 5
I just followed the steps and it gave me an error message saying your commerce page wasn’t approved. But before tht error I had another error saying I had a commerce pg is already connected n couldn’t add another one but tht was resolved. Going on two months of waiting. Ridiculous.