Christine, SkyVerge Support

Hi @ireeps

Have you tried clearing the cache than refreshing on mobile to see if it works?

The snippet works for my test site at a mobile breakpoint also, here’s an example: https://cloud.skyver.ge/d5uEnnNk

Something else you could try is using your browser’s inspect tool to target the chat bubble element at certain breakpoints. It might give you more insight on if you need to target specific attributes for your site.

As customization for your specific site is beyond our scope of support, it might help to try reaching out on Facebook’s development forums as well: https://developers.facebook.com/community/

I hope this helps! Is there anything else I could help with?

Thanks!
Christine

Hi @netoffis

Thanks for your patience here and for providing the screenshots, they’re a lot of help.

I’m afraird this error could be the result of a few different issues. To troubleshoot this, we have a code snippet that I can share that should provide some more detailed error messaging. The detailed error messaging could help us get closer to what’s causing this issue and the snippet can be deleted once we’re done here.

Would you please let me know if you’d be comfortable adding a small code snippet to your site so we can see what’s happening here?

Thanks!
Christine

Hi @travelavenger

Thanks for the additional info! It’s a great help knowing that your Facebook account has multiple pages as this could sometimes cause issues with connecting to the right now.

For the catalog, is the catalog connected to the same Business Manager that you’re using to connect the plugin to? You could only select catalogs affiliated with your Business Manager Account.

For Instagram, could you please send me a screenshot of where you’re trying to connect? So I can see if it’s relating to Instagram Checkout or Shopping.

Thanks!
Christine

@italpasta

Great, thanks for following up on that ?? If you run into any other questions or issues, please feel free to reach out — we’re happy to help!

Thanks,
Christine

Hi @3p1demicz,

Thanks for getting in touch about our Braintree plugin! I’m sorry to hear that the fields are not being translated as expected. I’m happy to help out here.

Is it possible to send me a screenshot of your Say What settings? Specifically please include the Text Domain field in the screenshot.

This information could help us narrow down what’s causing this issue.

Thanks so much!
Christine

Hi @ireeps

I’m so sorry about that! Looks like the classes for Facebook’s chat bubble have possibly changed.

This snippet should work for now although, although Facebook could change this again in the future:

/* The following is to move the chat bubble */
.fb_dialog_content > iframe {
  bottom: 25pt !important;
}

/* The following is to move the chat box, on display and on hide */
iframe.fb_customer_chat_bounce_in_v2 {
  bottom: 65pt !important;
}

iframe.fb_customer_chat_bounce_out_v2 {
  bottom: 65pt !important;
}

As a dramatic example, here’s how it looks on my test site: https://cloud.skyver.ge/eDuBXRGy

You’ll need to adjust the position based on your site. Could you try this and let me know if it works?

Thanks!
Christine

P.S. Again, customizations aren’t covered by our support policy and moving the chat bubble isn’t recommended by Facebook so doing so is at your own risk.

Hi @claudici

Thanks for getting in touch about our Facebook plugin. I’m sorry to hear that the pixel connection is not working as expected!

For versions 2.0+ of our plugin, only connections to Business Manager accounts will work, so it might be something else here that’s preventing your connection.

Could you share what version of the plugin you’re using?

Thanks!
Christine

Hi @netoffis

Thanks for all the detail so far, it’s a great help. I’m sorry for the frustration that the connection process is causing. I’ll be happy to look into this further for you, or help gather the necessary information to contact Facebook directly.

We’re aware that the latest versions of the plugin have some connectivity issues and resolving this is a high priority for us. Our team has coordinated with the Facebook team in the past couple of weeks as they’ve released changes set to improve the connectivity.

While a lot of merchants have been able to reconnect, we’ve been seeing some follow-up errors that result in either a page with the WooCommerce logo or the Facebook wrench. The troubleshooting steps will depend on what error page you get.

To better diagnose the problem, could you please send a screenshot of the issue you’re running into?

Thanks so much!
Christine

Hi ?@ewatts @eriola @unknownve,
?
Thanks for reaching out about the plugin. I’m sorry to hear that you are experiencing an issue as well. Per the forum guidelines, would you please start your own topic? As we quite often see issues that look similar in nature but have very different underlying causes. A topic per user helps us focus on your specific issue to get to the root cause for you quicker!
?
Thanks!
Christine

• This reply was modified 4 years, 7 months ago by Christine, SkyVerge Support.

Hi @ireeps

Thanks for getting in touch about our Facebook plugin. I’m happy to help out here ??

While there aren’t currently any settings to change the position of the Messenger window, you can certainly move this with a bit of custom CSS.

Customizations are not covered under our support policy, so implementing this isn’t something I can assist with directly.

However, I’d recommend that for this situation, you look into using the CSS below, which nudges the icon to the top a little. Nudging up might get it hidden by the messenger box, so you’ll need to play around with css a bit to position it for your site.

.fb_dialog, .fb_dialog_advanced, .fb_customer_chat_bubble_animated_no_badge, .fb_customer_chat_bubble_pop_in {
        bottom: 85px !important;
}

If you need help adding custom CSS to your site, please check out this guide: https://www.wpbeginner.com/plugins/how-to-easily-add-custom-css-to-your-wordpress-site/

Please also note that Facebook suggest not changing the default position of the Chat Plugin from the bottom-right corner of your page, so doing so would be at your own risk.

Does this help?

Thanks!
Christine

Hi @mariusgmh

Great, thanks for updating me on this! Although, I hope that you’ll be able to get the shop page figured out. Maybe it would help to contact Facebook?

Regarding our plugin, this topic is resolved now, but if you run into any other questions, please feel free to reach out — we’re happy to help ??

Cheers!
Christine

Hi @mariusgmh

Thanks so much for your updates on this!

I’m glad to hear that you’ve successfully connected to Facebook now. We’ve noticed that merchants who weren’t able to connect have had success after waiting a few days as the Facebook fix reaches everyone.

Are you still unable to see the shop page?

Thanks!
Christine

Hi @khuss?,
?
Thanks for reaching out about the plugin. I’m sorry to hear that you are experiencing an issue as well. Per the forum guidelines, would you please start your own topic? As we quite often see issues that look similar in nature but have very different underlying causes. A topic per user helps us focus on your specific issue to get to the root cause for you quicker!
?
Thanks!
Christine

Hi @italpasta

Thanks so much for updating me! I’m happy to hear that the connection is successful now without having to reinstall.

If you have a moment, would you mind sharing if you did anything different for the connection to work?

Thanks!
Christine

Hi @dmitrybabanov

Thanks for the screenshots, it’s a big help! I’m sorry that the plugin is giving you an error message after the successful connection message. That’s quite frustrating!

To start off, let’s see if any connection was made. Could you please check if the system users for the plugin was created? You could that by following these steps:

– log into Business Manager
– Make sure to select the same Business that was used in the setup process
– Click Users > System Users
– Then, you should see a WooCommerce system user. Here’s what that looks like: https://cloud.skyver.ge/YEuor1ZB

Additionally, in your WordPress admin, please navigate to WooCommerce > Facebook and check if you have the ‘Manage Connection’ button like this: https://cloud.skyver.ge/jkuZvlPz

Could you please let me know once you’ve checked those things and what you find?

Thanks so much!
Christine

• This reply was modified 4 years, 7 months ago by Christine, SkyVerge Support.