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Can not be published. Please contact Facebook for more information.

shopfitwear
New Member
1 0 0

Hello; 

 

My Facebook page was working great with Shopify. I was able to tag products in Facebook and Instagram. Now a few weeks bag out of the blue, my Facebook shop disappeared and I wasn't able to tag products anymore. I have deleted my Facebook account from Shopify and reinstalled at least 5 times, no change.

My page is connected and enable however, I am unable to publish. I get this message. "Can not be published. Please contact Facebook for more information."

 

  • My Facebook page is publish
  • I am the admin
  • Facebook is set up as shopping template. 

Please help, does this happened to anyone? 

Replies 34 (34)
Julie
Shopify Staff
Shopify Staff
1109 106 330

Hi, @shopfitwear!

Julie, here from the Shopify Support team.

We have seen this error occur and generally, it is related to a setting that Facebook’s technical team will need to adjust. However, let's go over some troubleshooting steps here to rule out any other issues!

When you tried reconnecting to Facebook, did you try removing the sales channel altogether before re-adding it, or did you just disconnect and reconnect the account? If you haven’t already done so, I’d recommend removing the Facebook Sales Channel by heading to Settings > Sales channels and clicking the trash can icon next to the Facebook Sales Channel. Once that’s done, you can re-add it. 

I also suggest using the Facebook Sharing Debugger tool. The Facebook Sharing Debugger tool will allow you to “scrape” a few of your products and may give you more information about the issue. Here, you’ll just want to paste a link to one of the products with the error message. When you use this tool, just make sure to use the .myshopify.com URL when linking a product. Once you’ve done this, you should see a message indicating the exact error. Sometimes false positives can occur and Facebook will flag the product for “violating community standards”. This has been known to happen and if this is the case for you, you can click the blue “let us know” link showing on the tool. This is what it should look like:

09-08-udfb1-woi9z

If, after following these steps you are still experiencing product publishing issues, I recommend reaching out to Facebook’s technical team via their Business Resources Page as this would indicate it is an issue entirely on their end.

 

Julie | Social Care @ Shopify 
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VanessaM
Tourist
4 0 1
Good day, Kindly assist please i am unable to create catalog and Ads on my Facebook store because the its says the page contains information that has been blocked and there are product issues. so i have tried to contact Facebook they are just not helping. What could be the product?
Julie
Shopify Staff
Shopify Staff
1109 106 330

Hi, @VanessaM.

 

I'm sorry to hear you're having troubles with your Facebook catalog and ads. Are you able to confirm whether you have already added the Facebook Sales Channel in your Admin? If so, are you getting the "product issues" error message there?

 

If there are any publishing issues, there will be a message in the Publishing section of the Facebook Sales Channel indicating what the product issue is (sometimes it's related to something simple, like having no product description). It would be a good idea to ensure that each of your products matches the guidelines as set by Facebook, just to rule out any other causes. In some cases, there will be a prompt to contact Facebook directly. This is because the Facebook Sales Channel is managed by Facebook, and they are responsible for approving published products. When you reached out to Facebook, what did they say?

 

As for Facebook Ads, how have you been trying to create them? Are you trying to use the Facebook Marketing app in the Marketing section of your Admin to create a campaign? Or are you trying to create the ad directly through Facebook? When attempting to create an ad, what exactly did the error message say?

 

Once I have some more information about the issues you're facing, I'd be more than happy to offer some further troubleshooting steps. I look forward to hearing back from you. 

Julie | Social Care @ Shopify 
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Atina
New Member
6 0 0

Hi Julia,

 

I did it as per your instruction, while when I remove the FB shop on sales channel and relaunch it again, on facebook shop page, it shows "Manage your collection on Shopify" and on my shopify facebook sale channel page, all product details issues saying "Can not be published. Please contact Facebook for more information." 

When I tried the second step that using Facebook Sharing Debugger tool, and if I used URL with ".myshopify.com" to test the product, it always said that "This URL hasn't been shared on Facebook before".

I'm so confused...Is Shopify's issue or Facebook's issue?? 

How Can I resolve this problem?

 

Looking forward for your replies.

 

Thanks.

Julie
Shopify Staff
Shopify Staff
1109 106 330

 

Hi, @Atina!

 

Thanks for reaching out and letting me know which troubleshooting steps you've tried so far.

 

Are you able to confirm that your Facebook Page is using the "Shopping" template with a "Shop" tab enabled? You can make sure it's enabled by heading into the Facebook Shop channel within your Shopify Admin. Once there, select Publishing. There may be a yellow notification banner with a prompt to "Enable your Facebook Shop" if you haven't already done so. Clicking that link, you'll be taken directly to Facebook, where you can ensure that the "Shop" tab is present on the lefthand sidebar on your Page. Facebook also has some instructions for changing the template and adding tabs, which you can check out here. As having a long as you have the Shopping template selected, with a Shop tab present, you should be meeting the requirements for the Facebook Sales Channel

 

If the Shop tab is enabled and you're still having troubles, please let me know and I'll be happy to take a deeper look!

Julie | Social Care @ Shopify 
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Atina
New Member
6 0 0

Hi @Julie ,

 

Everything goes exactly same as you instructed, while on the Shopify Facebook sales channel publishing page, all our products show issue "Can not be published. Please contact Facebook for more information." Please guide me how to solve it.

Thanks.

Julie
Shopify Staff
Shopify Staff
1109 106 330

 

Thanks for following up, @Atina.

 

Since we have ruled out any potential issues on Shopify's end using the Facebook Sharing Debugger, our technical team has indicated that the "Can not be published. Please contact Facebook for more information" error message is originating from Facebook directly, where there is a setting that Facebook's technical team will need to adjust. At this point, you will need to reach out to Facebook directly, via Business Resources page so they can resolve this for you.

 

I hope this helps guide you in the right direction! Let us know if you need anything else.

Julie | Social Care @ Shopify 
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Atina
New Member
6 0 0

Hi @Julie,

 

Thanks for your replies. After the communication with Facebook team, they wrongly block our URL and now is unblocked.

I tried to re-add facebook sales channel on Shopify and on account connect page, when I clicked on connect account button, nothing came out...

Please guide me how to solve out it... 

I've tried several times, but the page just kept still and nothing came out.

 

Atina

Julie
Shopify Staff
Shopify Staff
1109 106 330

 

No problem, Atina! I'm so glad to hear that Facebook was able to resolve this for you. 

 

Now, on Shopify's end, can you please confirm which browser you are using when trying to connect the Facebook Sales Channel? Have you tried clearing your cache? If you aren't using Chrome, I would recommend doing so, as this browser works the best with Shopify's platform. It might also be worth clearing your cache or trying to connect using Chrome's incognito mode, which can be accessed from your browser by selecting File > New Incognito Window. 

 

After trying in another browser, clearing you cache, and perhaps using incognito mode, please let me know how that goes!

Julie | Social Care @ Shopify 
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Atina
New Member
6 0 0

Hi @Julie 

I always use chrome, and I've tried cleaning caches and opened incognito window. but still when I clicked on "connect account", nothing came out.

Please guide or look into deep for me, thanks.

 

Atina

Julie
Shopify Staff
Shopify Staff
1109 106 330

 

Thanks for confirming, Atina. 

 

Just to make sure I clearly understand the issue, when you click "Connect account", are you seeing a pop-up asking you to login to Facebook or continue with your account? Or is no pop-up appearing at all? If that's the case, are you using any pop-up blockers? Please make sure those are disabled before trying again.

 

While Chrome is our recommended browser, let's try this out in either another browser or another device altogether so we can rule out any local issues. It also looks like another user in our Community Forums had this issue, and a solution was presented in this forum post. I recommend following the steps outlined there as well.

 

Please let me know how that goes! 

Julie | Social Care @ Shopify 
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Atina
New Member
6 0 0

Hi @Julie,

 

There is not any popup came out showing login to Facebook or continue with your account.

When I click on “Connect Account” , not any reaction happened....

This is so weired... I tried the solution that the post advided, but none of them worked.

Please guide it, I'm struggling by this issue for several days...

 

Best,

Atina

Julie
Shopify Staff
Shopify Staff
1109 106 330

Thanks for letting me know, Atina!

 

Because you aren't seeing a pop-up, it sounds like you may be using a pop-up blocker. Is this the case? If so, please make sure to disable it before trying again. Also, have you tried connecting in another browser? Is there another device you can try to connect from?

 

Looking forward to hearing back from you.

Julie | Social Care @ Shopify 
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Atina
New Member
6 0 0

Hi @Julie,

 

Finally the popup came out and actually I didn't do any operation you asked for... It just came out when I clicked on it...This is so weired...

And new problem came again.............

It still shows "Can not be published. Please contact Facebook for more information." 

What happened to shopify system???

1. I confirmed that Facebook not block us this time. As we could open our official website from FB.

2. When I used Dev debuging https://developers.facebook.com/tools/debug/sharing/  and put our product link on it and click on "debug",

it shows "This URL hasn't been shared on Facebook before.Fetch new information.

 

This is so painful................please help to solve it out..

 

Atina

 

Julie
Shopify Staff
Shopify Staff
1109 106 330

 

Thanks for the update, Atina. I'm glad to hear that you were finally able to connect the Facebook Sales Channel. 

 

As for the error message from the Facebook Sharing Debugger, there should be an option to "Fetch new information". If the information returned has anything to do with an "og:image", then this will tell us that the reason why you are facing this issue will be directly related to your theme and how it determines OG properties. In fact, this is common occurrence amongst some paid, third-party themes. 

 

Are you using a paid, third-party theme, or a Shopify developed theme? Based on the information you've provided, if you are using a third-party theme, it sounds like this could be the root cause. If so, then your next step will be to reach out to the developers directly, as they will need to make some adjustments in your theme's code. Instructions on how to find support for a paid, third-party theme can be found here

 

Let me know how that goes!

Julie | Social Care @ Shopify 
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Kenyork
Tourist
5 0 1

Hello Julie, I've tried what you say. But the problem persists,

 

I do not violate any of the Facebook rules. I sell clothes that are not explicit. I have full copyright on it.

 

I am in the same situation. Can't contact the Facebook team and no information about this * bug * on their help page and google.

Everything worked well a few days ago; I had the shop on Facebook and open campaigns.

 

Then nothing. Facebook has suppressed my catalog for no reason. No explanation, either.

Any other suggestion we could try?

Capture d’écran, le 2020-02-17 à 01.00.18.png

Thanks.

Julie
Shopify Staff
Shopify Staff
1109 106 330

Hi, @Kenyork!

 

Thanks for providing me with a screenshot. Did you get a chance to review my initial response to this post? It offers advice on how to use the Facebook Sharing Debugger tool to "scrape” this product, which may give you more information about why Facebook is not able to publish it. Sometimes false positives can occur and Facebook will flag the product for “violating community standards”. This is a known issue and something that Facebook will need to resolve on their end. Once you use the Sharing Debugger, you can click the blue “let us know” link showing on the tool to report the problem. If you have done this, what did the error message say on Facebook's end? Did you click the "let us know" link? 

 

While you can find more information on Facebook's Business Resources page, they also have an official Facebook Page, where you can send them a direct message through Messenger. However, I recommend starting off troubleshooting with the Facebook Sharing Debugger if you haven't already done so. 

 

Aside from trying to Facebook Sharing Debugger, have you removed and re-added the Facebook Shop sales channel? This can be done by heading to Settings > Sales channels and selecting the trashcan icon next to Facebook Shop. 

Julie | Social Care @ Shopify 
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Kenyork
Tourist
5 0 1

Yes, Julie, I've click *let us know* and I've sent a message to us, but nothing happens. Same problem. I've posted a topic on the Shopify community, and I noticed this problem happen for more people than I know. 

 

So I've deleted the sales channel and re-added it, then the same problem comes again, I've removed my previews Facebook page and create a new one, same problem. I've taken 5 hours to read the FAQ page of Facebook, the Business resource page. Nothing about this problem. 

 

I think the problem was Facebook, but I can't contact the support. This is why Shopify has a better structure. They talk with the client. Facebook doesn't care about that, and I feel it very well. Like the others who have the same problem as me. 

Julie
Shopify Staff
Shopify Staff
1109 106 330

Thanks for following up, @Kenyork!

 

I'm glad you've reported the problem to Facebook. I understand that it can be difficult to connect with Facebook's support team, but I'm hoping that they will be able to review your issue and assist. You're right - this is a common issue and, unfortunately, it's related to a technical setting on Facebook's end that they will need to adjust. 

 

They also have a live chat feature, which you can access by visiting this link while logged into your Facebook Business Manager accountTo start, you'll just need to click on the "Find answers or contact support" button. From there, you will need to fill out the prompts for your specific questions and then click on "chat with a representative" if the documents are unhelpful or if you wish to have live support. Their live chat is available from 9AM EST - 11PM EST, but I should mention that they do shut off the live chat feature when the capacity is too high, in which case you will see an option to email them.

 

However, I did manage to find another forum post in which a user had resolved the issue with a workaround. It might be worth trying this out yourself to see if it resolves your problem. You can check that response out here.

 

While this may not be ideal, I'm hoping that this workaround will suffice. Please let me know how that goes!  

Julie | Social Care @ Shopify 
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