Products visible in FB admin but not for user

Hey @janthielemann,

Thanks for reaching out!

To clarify, are you able to see all the variants in the Facebook catalog, but not in the Facebook shop, or are they not syncing to Facebook at all? I want to be sure I know exactly where the problem is occurring so we can start getting to the bottom of it!

Cheers!
Lindsey

Hi Lindsey,
yes, so the variants are showing in the Facebook catalog when I’m logged in as the pages admin. But when I visit the shop with my wifes account (or any other non-admin account) I only see 2 of the 9 variants.

Hey @janthielemann,

Thanks for following up!

I have a few follow-up questions about the variants that aren’t appearing as expected in Facebook:

• Are any of these variants Virtual products? Facebook’s Commerce Policies don’t permit listing non-physical products, so that could explain why these products are missing.
• Are any of these variants in “Draft” or some other unpublished status in WooCommerce?

Thanks for helping me troubleshoot!

Cheers!
Lindsey

Nope, all physical products and all are published.

I have the same problem at this point

Hey @janthielemann,

Thanks for following up!

I’ve taken a closer look at the JP Confidence product that you mentioned and it looks like there are eight variants synced there right now (screenshot). I believe there should be nine variants, is that right? When you go to facebook.com/products and look at this product in the catalog, do you see the missing variant listed on the Variants tab? I’m trying to determine if this is an issue where the variant hasn’t synced from WooCommerce at all, or if it’s synced but there’s some issue with displaying it in the Shop.

@makedit, could you please follow the same steps and let me know if your missing variants are listed in the catalog or not?

Cheers!
Lindsey

Hi Lindsey,
as described in my initial post, in the Facebook backend (catalog) all the products show up. Since then I disconnected the plugin multiple times and even uploaded the CSV manually. Nothing helped. Sometimes only a few variants show up and sometimes all of one product but not from another product. So I guess its not actually a syncing problem between your plugin and Facebook but rather a general problem in Facebook. The strangest thing is that in our Instagram Shop we see all variants even though Facebook is not showing them in the shop…

Hey @janthielemann,

Thanks for your response – my apologies for overlooking that you’d already confirmed that the products were showing in the catalog in your initial message!

At this point, I think it would be best for me to check out the actual feed file being updated. Could you please reach out to our support team directly so you can safely send over that file?

Cheers!
Lindsey