Shop disappeared from Facebook page

Hey @knitosophy,

Thanks for giving us another go with the latest update! I’m not seeing the Shop block available on your business page, so it looks like we might need to reconnect the plugin using the latest version.

Have you already upgraded to v2.0.1 in your WooCommerce site? If so, you should be able to navigate to WooCommerce > Facebook and click the Get Started button to begin the Facebook connection process.

Please note, we have reported an issue to Facebook regarding the “Developer Information Required” issue that some merchants are encountering when trying to connect. If you also see this error message, please let me know, as we’re currently waiting on the internal Facebook team for an update.

If you are able to complete the connection process, that’s great news! It should begin a product sync immediately, and as soon as Facebook has processed your products, they should appear on your Shop page.

Could you let me know if you have already connected the plugin, or if you encounter any issue in doing so after updating to the latest version?

Cheers!

Simon.

Yes, I upgraded to the latest version of Woocommerce, and the Facebook version is 2.0.1. When I navigate to Facebook there has not been a “Get Started” notice, however. It only gives me the Manage Connection option, as before. When I click it, I get the message “Error on managing Facebook Business Extension. Please set up Facebook Business Extension first before managing settings.” When I go to that extension within Facebook, it’s all set up as it was previously. I don’t know what to do.

Thanks for confirming @knitosophy! So it sounds like the plugin has been reconnected. The next step would be to confirm the settings of the page and catalog.

Firstly, we’ll want to see if the products have synced correctly to the catalog. You can do this by navigating to Catalog Manager. The first screen displayed should list the Catalog ID for your store, and this should match the ID displayed on our plugin settings page at WooCommerce > Facebook.

You can then click the catalog to open it, and click Catalog > Items to view the products that have been synced. Depending on what this shows, we can then take the next steps to check either the WooCommerce sync settings or the Facebook page settings.

Could you let me know if you see your products synced okay to the catalog?

Cheers!

Simon.

Ok, in Facebook the products had to be toggled to be visible for some reason. Is this because in Woocommerce I have “Sync and Hide in Catalog” selected for Facebook? The only options are that or “do not sync,” but I don’t want the product hidden. Still, some products are not syncing correctly, but I guess I need to make sure I have the right thing selected first.

Hey @knitosophy,

Thanks for confirming! Indeed, you’ll need to set the products and possibly the individual variations, to be Synced by adjusting the settings that you’ve mentioned. When Do Not Sync is selected, the plugin will ignore these products and they will not be added to your catalog. Sync and Hide will still add them to your catalog so they can be used in ads, though they will be hidden from your Shop display. Sync and Show will allow them ot be added to the catalog, as well as shown on the Facebook shop, and if your Instagram profile is connected to Business Manager, you can use them there too.

If you need to adjust this setting for more products, you can use the bulk actions on the Products > All Products screen which you might find helpful!

Sounds like it’s working again now though! Is there anything else I can help out with today?

Cheers,

Simon.

Ok, then that’s my problem. There are only two choices to choose from in Facebook in Woocommerce. There is no “Sync and Show.” There is only “Do not sync” or “Sync and hide in catalog.” I can send you a screenshot if needed.

Hi @knitosophy,

Interesting! For v2.0.1 it should display like this: https://cloud.skyver.ge/04uOmmR8

Could you send over a screenshot of what you’re currently seeing for your store?

Cheers!

Simon.

Screenshot showing only 2 options

Screenshot showing Facebook version

Hey @knitosophy,

Thanks so much for sharing those screenshots! That’s super helpful, as I had completely forgot about Virtual products. Due to Facebook policies on what can be sold on the shop page, they don’t allow virtual products to be displayed. They do still allow these products to be shown in ads though, which is why there is no Sync and Show option, only Sync and Hide.

It should be possible to confirm this is the case by removing the Virtual option on the product temporarily and then checking to see if you see all three options again. Alternatively, you can create a new simple product in draft mode that is not Virtual and that too should show all three options.

Could you let me know if that explains what you’re seeing after running the above test?

Cheers!

Simon.

Hey @knitosophy,

It has been a while since we heard from you, so I’m going to mark this topic as resolved. If you’re still experiencing issues please take a look at our documentation for more information and create a new thread if you have further questions.

Thanks,
Simon.