crazywickedawesome

Hi @conceptualcreatives!

Thanks for reaching out!

Can you please try resetting your Facebook metadata, then checking again?

We’ve got a guide on that here: https://docs.woocommerce.com/document/facebook-for-woocommerce/facebook-for-woocommerce-delete-or-reset-all-facebook-products/

Hi @joseeantonior!

Thanks for reaching out!

Can you click the Review why this item isn't ready button and tell us what it says there? A screenshot would be helpful! You can use a service like https://snipboard.io to share it here.

Based on your symptoms you described so far it sounds like you may not have all the information required for Facebook to load your products on their platform.

Additionally, it’d be a huge help if you could turn on Logging for Facebook, you can do that from WP-admin > marketing > Facebook and checking the logging checkbox.

Once logging is turned on, please try a manual sync with the sync button in Marketing > Facebook > Product Sync, and then check your Facebook for WooCommerce logs, which should be available at WooCommerce > Status > Logs.

You’ll be able to access your Facebook for WooCommerce logs by using the dropdown on the right.

If you could copy and paste the Facebook for WooCommerce logs we’d be happy to go over them with you!

Hi @willettcheng!

Can you send a screenshot of what you see in the event setup tool please? You can use a service such as https://snipboard.io to share it with us.

Alternatively you may wish to set up a custom event; such as one that’s triggered only when someone sees your Store’s thank you for your purchase page.

Facebook has a guide on creating custom conversion event tracking here: https://developers.facebook.com/docs/facebook-pixel/implementation/conversion-tracking/#custom-conversions

Hi @creeashion!

Can you please provide your most recent facebook log files so we can take a look?

We haven’t heard from you so we’re going to mark this thread as resolved. Feel free to open a new one if you need.

Hi Morten!

Thanks for all the information! You’ve clarified a lot! ??

Quite a few of your issues are tied to two things. 1) Your site is using 2 different pixels. 2) you’ve already manually created a catalogue.

In order to improve your experience, you should make sure you’re only using the pixel that came with Facebook for WooCommerce. I strongly recommend you remove the other pixel you added.

Since you also have a second Catalogue you’ll need to make sure the Facebook for WooCommerce plugin is syncing to the same catalogue that you’ve manually created, or otherwise you won’t see your products from the site, just the manually created products from your spreadsheet.

Speaking of that spreadsheet, you won’t need to manually add products to your catalogue, with Facebook for WooCommerce connected and active.

You can confirm which catalogue Facebook for WooCommerce is using by going to your catalogue manager, and then checking the data sources tab and looking for Facebook for WooCommerce in the list of connected apps.

Once you’ve removed the second unneeded pixel, and confirmed Facebook for WooCommerce is connected to the right catalogue, can you please try a full product sync and check again?

You can trigger a full sync from WP-admin > Marketing > Facebook > Product Sync and clicking the sync button.

This may take some time depending on how many products you’ve got on your site, but once it completes you should see everything in your catalogue and shop.

What is the reason you’re using the CSV spreadsheet to upload products?

Hi!

Can you please try completely disconnecting and reinstalling the Facebook for WooCommerce plugin, following this guide? https://docs.woocommerce.com/document/facebook-for-woocommerce/facebook-for-woocommerce-uninstall-plugin-and-remove-woocommerce-facebook-app/

Once that’s done, head to Facebook’s Business Manager, and make sure you’ve removed your catalogues following this guide: https://www.facebook.com/business/help/569692570139137?id=725943027795860

After your old unwanted catalogue has been removed, please try connecting the Facebook for WooCommerce plugin again and let us know if that works ??

Hi!

Thanks for reaching out!

Multicurrency plugins don’t always work well with Facebook, however, we’ve got a code snippet you can use to set a custom currency with Facebook instead.

<?php //only copy if required

/*
 * Set the currency of all products sent to Facebook as e.g. <code>ZAR</code>
 */
function sv_facebook_for_woocommerce_integration_prepare_product_set_currency( $product_data ) {

    // change the currency below to control all products sent to Facebook
    $product_data['currency'] = 'IDR';

    return $product_data;
}

add_filter( 'facebook_for_woocommerce_integration_prepare_product', 'sv_facebook_for_woocommerce_integration_prepare_product_set_currency', 10, 1 );

You can modify this snippet to any currency supported by facebook, and then add it to your site via the Code Snippets Plugin here: https://www.ads-software.com/plugins/code-snippets/

Hi!

Can you please provide the Fatal error logs from your site so we have more context?

You can access these logs from WP-admin > WooCommerce > Status > Logs and then looking for the fatal error logs in the dropdown on the right.

Additionally, It will be great if you could share your current System Status Report. You can get it by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button. Then paste it here in a comment.

Hi!

Thanks for reaching out!

Can you try a conflict test please? It looks like a different Plugin (or plugins) may be interfering with Facebook for WooCommerce.

We’ve got a guide on conflict testing here: https://docs.woocommerce.com/document/how-to-test-for-conflicts/

Looking forward to hearing from you!

Hi!

Thanks for reaching out!

Have you installed a Facebook pixel using a different method, such as a different plugin, or manually with custom code?

If you have previously added a pixel, make sure you’ve completely removed it before using Facebook for WooCommerce and that should solve the duplicated events.

Best,

Hi!

Thanks for reaching out!

To clarify you see the plugin isn’t connected or is connected?

Can you please turn on debugging logging? It’s a checkbox in the plugin settings.

Once you’ve turned it on head to WP-admin > WooCommerce > Status > Logs and look for the facebook logs in the dropdown on the right, and copy and paste the log file’s contents here as a reply.

Additionally, It will be great if you could share your current System Status Report. You can get it by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button. Then paste it here in a comment.

Hi!

Thanks for reaching out!

It will be great if you could share your current System Status Report. You can get it by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button. Then paste it here in a comment.

Can you also please show us a screenshot of an impacted product?

Looking forward to hearing from you!

Hi Morten!

Thanks for reaching out!

I’ll do my best to help! Can you clarify a few things for us?

1) when you say you upload items and content directly on Facebook to add it to the shop, did you use the Facebook Catalogue manager at all, similar to the steps in this guide? https://www.facebook.com/business/help/384041892421495?id=725943027795860

2) It’s difficult to say why you’re having trouble connecting without more information. When you say you encountered a bug, can you describe it? Did you get an error message like the one here? https://docs.woocommerce.com/document/facebook-for-woocommerce/#oops-something-went-wrong-error If you did, please follow the steps in that guide to try again.

3) WPML shouldn’t cause issues so long as it’s configured correctly, however Facebook generally doesn’t have a way to see the WPML translations, so your products will all be a single language on Facebook and Instagram.

4) Yes, once you’ve connected Facebook for WooCommerce properly you’ll be able to see your products in both Facebook Shopping and Instagram Shopping.

5) Importing and exporting products shouldn’t require any additional plugins though the formatting can be a bit complex, we’ve got a guide on how to properly format your import files here: https://docs.woocommerce.com/document/product-csv-importer-exporter/ with correctly formatted files you’ll be able to add new products and update existing ones.

6) Is there any particular reason you’re concerned about the date showing in your file structure? It’s not shown publicly anywhere unless you poke around and look for it.

Looking forward to hearing from you!

Hi @handmadehome!

Thanks for reaching out!

Can you please try enabling logging for Stripe and then checking again?

You can enable logging from WP-admin > WooCommerce > Settings > Payments > Stripe and then check the box to enable logging.

Once that’s turned on, go try and complete a payment again, then check your Stripe logs, which can be found in WP-admin > WooCommerce > Status > Logs and select the Stripe logs from the dropdown on the right.

The logs should provide more information. If you’re unsure of how to interpret the logs feel free to copy and paste them here so that we can take a look!

Looking Forward to hearing from you!