v 2.0 Reconnect Fail

Hi @rrestani,

Thanks for reaching out. Happy to help you with this!

I want to sincerely apologize for the connection issue with the Facebook for WooCommerce plugin. We have identified that there is an issue and are taking it seriously, actively investigating with the Facebook team and providing them all the information they need to troubleshoot this further.

We are working very closely with the Facebook team to troubleshoot these connection errors. It has affected a number of merchants using our plugin, so this a high priority investigation for us. A Facebook update is required to resolve the issues, and our plugin team is working hard to provide details to help resolve this.

Though we don’t have a time frame yet as to when this will be resolved, there have been several changes released throughout the last few days and we’ve had some users confirming that they were able to reconnect.

In the meantime, version 1.11.4 uses a different connection process, so you can roll back to this version if needed. This may result in needing to adjust some settings when you upgrade again in the future, but you can download that version here.

Thank you for your feedback,

Benjamin

Hey Benjamin,

Thanks for the update. I have another website I setup from scratch that has never been connected to a Facebook shop and it worked fine. Seems like it only affects the pre-existing connection/reconnection. Do you know how to completely remove from Facebook?

Hi @rrestani,

I’m so glad to hear that it worked the first time on a fresh connection! That’s the experience we aim for. ??

We have been working directly with the Facebook team to resolve the connection issue that arose following the update to 2.0.0, and this should now be fixed in version 2.0.1, which we have just released.

Would you be able to try updating to the latest version and see if that solves the issue?

Thanks so much!
Benjamin

2.0.1 is worse.
2.0.0 gave the error that it needed to reconnect but it was connected and functioning on the sync and messenger. on the connection window it would allow me to go through and select all the different page and pixel options, continue to the final page and then get stuck.

2.0.1 broke the connection completely. Now when I try to reconnect Facebook gives an error immediately after trying to select which page and pixel to use for the site. https://snipboard.io/HZMB8a.jpg
messenger and sync have stopped.

Hi @rrestani,

I’m so sorry to hear that with the update you’ve been experiencing more issues.

Thanks for including a screenshot of your settings page! Would you be able to provide a screenshot of the error message?

Just for the sake of clarification – is this trouble happening on the original site you wrote in about, or on the website you set up from scratch?

When it comes to the Messenger issue specifically, would you please click on “Manage Connection” on the Facebook for WooCommerce settings page and double-check that the Messenger functionality has been enabled in your account there?

All the best,
Benjamin

Error page is the same as the first error screenshot. As soon as I try to adjust anything on the settings page I get the oops page from facebook. Messenger has been enabled.

Hi @rrestani,

Thank you for letting me know. The screenshot you provided didn’t show an error message. Based on the description, I believe you are seeing an error message that includes a blue person with a wrench. Is that correct? This error message is on the Facebook side and related to the connection, not the plugin itself.

In the bottom left corner of that box, there should be a “Contact Us” link to reach out to Facebook directly.

Would you please give that a try and let me know what they say?

Thanks,
Benjamin

Hi @rrestani,

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,
Benjamin

Not solved, Facebook doesn’t respond to support contact.

Hi @rrestani,

We are working closely with the Facebook team to identify the cause of these general errors and the Facebook team has addressed the vast majority of these thus far. I’m sorry that your account continues to be affected.

Would you please reach out to our support team through our site sharing the email address you use for your Facebook account so the Facebook team can take a look at the logs and determine why your attempts to connect are failing?

Thanks,
Benjamin