Problem with instagram store

  • Resolved marianamimura

    (@marianamimura)


    3 years, 4 months ago

    Suddenly my Instagram store stopped working. The app says there is a problem with my website. Product unavailable on my website and that products must be sold on my account.
    Maybe it’s a coincidence, but this error appeared right after I created a new product in woocommerce, but as it was a draft, I published it as private.
    After that the problem started with my store on instagram, so I published the new products as public, but the error persisted. I’ve even deleted and recreated the product in the catalog, but to no avail.

    Facebook support gave me two links to identify the issue:
    https://developers.facebook.com/tools/debug/?q=www.aurorabee.com.br
    https://business.facebook.com/ads/microdata/debug?url=https%3A%2F%2Faurorabee.com.br%2F

    Facebook support said I need to fix these bugs so my Instagram store can get back up and running:
    – A required field is missing: id
    – A required field is missing: image_link
    – A required field is missing: price
    – A required field is missing: availability
    – The property “fb:app:id” is not a valid app ID.
    – The following two mandatory properties are missing: og:image
    – The “og:image” property must be provided explicitly, even though a value can be deduced from other tags.

    But I suspect that these errors are not the problem, as my facebook store works normally and the products have prices, images etc. Also, I tested other sites that have a store on Instagram and they gave the same errors as mine.

    I’m new to wordpress and would like to see if anyone has had this problem, knows how to fix it and if the error is really with my site? If so, why does my Facebook store work normally? And why do other sites containing the same errors run the store on Instagram? Does anyone have knowledge about this?

    Thank you!

    The page I need help with: [log in to see the link]

Viewing 11 replies - 1 through 11 (of 11 total)

  • Hi there,

    That issue looks really odd indeed considering that it works on Facebook but doesn’t work on Instagram.

    I believe that the best option might be trying to reset the products in case it got a sync issue.

    You can use the following code for the reset: https://docs.woocommerce.com/document/facebook-for-woocommerce/facebook-for-woocommerce-delete-or-reset-all-facebook-products/#reset-all-products

    After seeing that the products were reset as expected, you can remove the code as it would no longer be needed.

    If that doesn’t help, could you share your current System Status Report? You can get it by navigating to WP Admin > WooCommerce > Status. Once there, click on the “Get system report” button and then copy it by clicking on the “Copy for support” button.

    Thread Starter marianamimura

    (@marianamimura)

    Hi there,

    Can you tell me what path I need to copy this code into my FTP manager?
    Would it be on Function?

    Thank you for your help!!

    Plugin Support neilmccreadie a11n

    (@neilmccreadie)

    Hey @marianamimura

    You can add that to the functions.php file in your child theme (if you’re not using a child theme, I suggest setting one up first).

    Here’s a link with more information on that and some other ways to go about it if you’re not comfortable editing the file: https://www.wpbeginner.com/beginners-guide/beginners-guide-to-pasting-snippets-from-the-web-into-wordpress/

    cheers!

    Thread Starter marianamimura

    (@marianamimura)

    Hi there!
    Thanks so much for your help.
    I pasted the code into my child theme, but how do I know if the code worked correctly?

    Plugin Support stephjacq a11n

    (@stephjacq)

    Automattic Happiness Engineer

    Hi @marianamimura,

    The code is designed to reset the product data. After adding it, it should run automatically when you load another page in the admin.

    Please try another sync, then review your products on Instagram – do they appear correctly?

    If so, you can remove the code as it would no longer be needed.

    If that doesn’t help, could you share your current System Status Report? You can get it by navigating to WP Admin > WooCommerce > Status. Once there, click on the “Get system report” button and then copy it by clicking on the “Copy for support” button.

    Thread Starter marianamimura

    (@marianamimura)

    hello thanks for the support
    However my products appear without problems on instagram. But the app doesn’t show people because it says my site doesn’t meet the requirements. And it says there is product unavailable on my website.

    I added the code and resynchronized the products, but instagram continues to refuse my store. And on facebook it works normally.

    Facebook support says I need to fix errors that appear on my site when adding it to the Facebook debugger.
    Below is an image of the errors.
    https://prnt.sc/1e266t6
    https://prnt.sc/1e26f4n
    https://prnt.sc/1e26j8x
    https://prnt.sc/1e26tnx

    Are you sure that these errors are the root of the problem with my store not working on Instagram?

    In addition, the code of the current System Status Report follows

    
### WordPress Environment ###

WordPress address (URL): https://aurorabee.com.br
Site address (URL): https://aurorabee.com.br
WC Version: 5.5.1
REST API Version: ? 5.5.1
WC Blocks Version: ? 5.3.2
Action Scheduler Version: ? 3.2.1
WC Admin Version: ? 2.4.1
Log Directory Writable: ?
WP Version: ? 5.7.2 - Há uma nova vers?o do WordPress disponível (5.8)
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: pt_BR
External object cache: –

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 7.4.12
PHP Post Max Size: 256 MB
PHP Time Limit: 120
PHP Max Input Vars: 5000
cURL Version: 7.71.0
OpenSSL/1.1.1d

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.4.14-MariaDB-cll-lve
Max Upload Size: 256 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

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WC Database Prefix: wp_
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### Post Type Counts ###

attachment: 323
blocks: 11
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forminator_forms: 3
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nav_menu_item: 39
oembed_cache: 6
page: 33
post: 5
product: 21
revision: 473
shop_coupon: 11
shop_order: 23
wpmm_theme: 4

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (25) ###

Akismet Anti-Spam: por Automattic – 4.1.10
Classic Editor: por WordPress Contributors – 1.6.1
Click to Chat: por HoliThemes – 3.3.4
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Inc. – 1.8

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advanced-cache.php: advanced-cache.php

### Settings ###

API Enabled: –
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Currency: BRL (R$)
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Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –

### WC Pages ###

Base da loja: #64 - /shop/
Carrinho: #63 - /minha-conta-1/cart/
Finalizar compra: #62 - /checkout/
Minha conta: #61 - /minha-conta-1/my-account/
Termos e condi??es: ? Página n?o definida

### Theme ###

Name: Flatsome Child
Version: 3.0
Author URL: 
Child Theme: ?
Parent Theme Name: Flatsome
Parent Theme Version: 3.14.1
Parent Theme Author URL: https://www.uxthemes.com/
WooCommerce Support: ?

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flatsome/woocommerce/global/quantity-input.php
flatsome/woocommerce/global/wrapper-end.php
flatsome/woocommerce/global/wrapper-start.php
flatsome/woocommerce/loop/loop-end.php
flatsome/woocommerce/loop/loop-start.php
flatsome/woocommerce/loop/pagination.php
flatsome/woocommerce/loop/result-count.php
flatsome/woocommerce/loop/sale-flash.php
flatsome/woocommerce/myaccount/form-login.php
flatsome/woocommerce/myaccount/navigation.php
flatsome/woocommerce/notices/error.php
flatsome/woocommerce/notices/notice.php
flatsome/woocommerce/notices/success.php
flatsome/woocommerce/product-searchform.php
flatsome/woocommerce/single-product/add-to-cart/variable.php
flatsome/woocommerce/single-product/photoswipe.php
flatsome/woocommerce/single-product/price.php
flatsome/woocommerce/single-product/product-image.php
flatsome/woocommerce/single-product/product-thumbnails.php
flatsome/woocommerce/single-product/rating.php
flatsome/woocommerce/single-product/related.php
flatsome/woocommerce/single-product/review.php
flatsome/woocommerce/single-product/sale-flash.php
flatsome/woocommerce/single-product/share.php
flatsome/woocommerce/single-product/short-description.php
flatsome/woocommerce/single-product/tabs/tabs.php
flatsome/woocommerce/single-product/title.php
flatsome/woocommerce/single-product/up-sells.php
flatsome/woocommerce/single-product-reviews.php
flatsome/woocommerce/single-product.php
flatsome/woocommerce/content-product_cat.php

### Action Scheduler ###

Concluído: 775
Oldest: 2021-06-21 12:59:25 -0300
Newest: 2021-07-21 16:27:39 -0300

Pendente: 5
Oldest: 2021-07-21 18:16:40 -0300
Newest: 2021-07-22 03:46:58 -0300

### Status report information ###

Generated at: 2021-07-21 16:31:32 -03:00
    Plugin Support Cara

    (@dcka)

    Sorry for the delayed response here, @marianamimura! We completely missed your reply.

    Are you sure that these errors are the root of the problem with my store not working on Instagram?

    Are you still having issues with this? If yes, we defer to Facebook support’s response in this case as they would know best about why your shop is being refused in Instagram.

    In one of the screenshots, it mentions your store not meeting the Instagram Shopping Access Policy. In case you haven’t seen it yet, if I’m not mistaken, it refers to this: Commerce Eligibility Requirements. You may want to go over those points and make sure you meet them.

    Thread Starter marianamimura

    (@marianamimura)

    Hi there!
    Yes, I am stil having problems. I’ve already checked the requirements and it is all ok. One of the facebook concierge support said that my site meets all the rules and he doesn’t understand why my site is being denied.
    Facebook support says the problem is on my website, according to the debugger screenshots i uploaded.
    They can’t tell me what the specific problem is, they just send the debugger link and say I have to fix the errors that come up. But there is no way to resolve these errors. Since the products are synchronized through the facebook for woocommerce plugin.
    I want to know if these errors in the images I uploaded are the real reason for the problem, if they are plugin or wordpress errors and how do I fix them?

    follow the errors that appear:

    – The following required properties are missing: fb:app_id
    – A required field is missing: id Products without “id” information can’t be uploaded. Please check that this field is included for each product in a separate, labeled column.
    – A required field is missing: price Products need to have prices to run in ads. Include a price for each product in your data feed file and upload it again. Prices must include cost and an ISO currency code (for example: 10 USD instead of $10 for American dollars).
    – A required field is missing: availability Products need to have availability listed to run in ads. Include the current availability for each product in your data feed file and upload it again. You can only add the supported values “in stock”, “out of stock”, “preorder”, “available for order”, “discontinued”, “pending” in US English under the “availability” column.

    and if they are not the problem, how do I fix my instagram store?

    thank you so much!!

    Plugin Support Aashik P – a11n

    (@aashik)

    Hi there!

    For further troubleshooting, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    I’ll mark this topic as solved so we can continue investigating via email.

    Thread Starter marianamimura

    (@marianamimura)

    Hi there!
    I am unable to access the support page. It asks to verify my email address but I have already confirmed it.

    Plugin Support mouli a11n

    (@mouli)

    @marianamimura
    Sorry to hear yo are having issues accessing your WooCommerce.com account.
    I suggest that you contact WooCommerce.com directly by going to:
    https://woocommerce.com/contact-us/
    ? I need help with my account or with a product I purchased on WooCommerce.com.
    ? Need something else? Contact us!

    I hope that helps.

Viewing 11 replies - 1 through 11 (of 11 total)
  • The topic ‘Problem with instagram store’ is closed to new replies.

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