Manage connection error

Hey @valmy02

Thank you very much for reaching out to us. I’m sorry to hear that our plugin isn’t working as expected on your end.

– @valmy02 Would it be possible to let me know if you’ve been able to complete the setup process after updating to the latest version of our plugin? If so, could you please navigate to WooCommerce > Facebook > Connection and let me know if the information that appear in that page are the same as the ones in your Facebook Business Manager?

Looking forward to your response to further assist you.

Best regards,

Pit
SkyVerge

• This reply was modified 4 years, 7 months ago by Jan Dembowski.
• This reply was modified 4 years, 7 months ago by Jan Dembowski.
• This reply was modified 4 years, 7 months ago by Jan Dembowski.

Hey, @pitbozionelos,

Yes, I finished the setup process after the update, but it created other pixel and linked to a different ad account of mine.

The page and the Business Manager account are correct, the pixel and the ad account are wrong.

The other pixel it’s really important to me, because it already has data about the purchases, I was planning on spending a lot in ads these days and I had to stop because I could not track the conversions.

Thanks for the fast reply,

Valmy.

Hey Valmy ( @valmy02 ),

Thank you very much for letting me know. When going through the setup process the first time, there’s an option to use a different ad account and pixel. Here’s a screenshot that you can use for reference.

If not, would you please let me know in order to further investigate?

Looking forward to your response.

Best regards,
Pit

Hi @pitbozionelos,

Yes, I saw that option, but my ad account and the pixel did not show in the setup process. Then I opened a ticket with Skyverge and they said that for now only personal ad accounts are alowed and my ad account was not personal and neither was the pixel.

But the error with the ‘Manage connection’ button continues. But it doesn’t matter for me because I won’t be able to change the ad accounts.

Thanks for the reply,

Sincerely,

Valmy.

• This reply was modified 4 years, 7 months ago by Valmy.

Hey Valmy ( @valmy02 ),

Thanks for your response and my apologies for any confusion caused. Regarding moving the ad account and the pixel to the Business Manager account (so they can show up properly on your end) we’ve been able to find this guide that may be helpful. You can find more information here. This will allow you to migrate your other ad account (and then needed pixel) to your Business Manager account and being able to choose them as options to connect your store with.

Regarding the error you’ve encountered, I’d recommend navigating at WooCommerce > Facebook > Connection and then click on the Uninstall button next on the “Manage Connection” button and try to go through the process again to see if the error appears again.

Would you please let me know if the issue persists on your site after going through the setup process again?

Looking forward to your response.

Best regards,
Pit

Hi @pitbozionelos,

If I uninstall, will I lose my catalog or the pixel that was created the last time I did the setup process?

Sincerely,

Valmy.

Hey Valmy ( @valmy02 ),

There’s nothing to worry about. Clicking that button will make some changes on the WooCommerce side of the setup, so it won’t delete the catalog or pixel (or make other changes on the Facebook side), but it can allow you to go through the setup process again to see if we can get more information regarding this issue.

After clicking on the Uninstall button, would it be possible to also capture a screenshot of the step that you mentioned you couldn’t choose your personal ad account and pixel? I’d like to take a closer look and see if there’s something we can do to further help you with that.

Looking forward to your response.

Best regards,
Pit