can’t connect to FB Messenger

  • Resolved wrapyourbaby

    (@wrapyourbaby)


    4 years, 2 months ago

    I’m trying to set up a messenger chat on my woocommerce site. When I click on the Messenger tab (Woocommerce>Facebook in my WordPress dashboard) I get this message:

    “There was an error communicating with the Facebook Business Extension. Click here to manage your Messenger settings.” When I click the link, I get this message: “Error on managing Facebook Business Extension
    Please set up Facebook Business Extension first before managing settings.”
    I’ve been using the Facebook for Woocommerce plugin for a while now but I’ve never tried to use it for chat purposes, as I had a different plugin connecting to FB Messenger. Can you help me get this working? Thanks!

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

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter wrapyourbaby

    (@wrapyourbaby)

    I’m using Facebook for WooCommerce 2.0.1, by the way.

    Simon

    (@simonskyverge)

    Hey @wrapyourbaby,

    Thanks for writing in with your issue, I’d be happy to take a closer look!

    We’ve seen a similar issue described by other merchants in the past, though don’t yet have a root cause for why it happens. What we’ve seen is that the merchants have been able to connect the plugin correctly, linking the WooCommerce store to the Facebook account. The plugin even carries on to sync as normal to the Facebook catalog, except when clicking the Messenger tab, or sometimes the Manage Connection button, it reports that a “FBE installation does not exist” (when debug logging is turned on).

    Would it be possible for us to check if this is the case with your install at the moment as well? To enable debug logging, you can navigate to WooCommerce > Facebook in your WooCommerce store and enable the debug logging option. After that, please recreate the error by clicking the messenger tab.

    As the log file can contain private data of your store, would it be possible to then raise a support request via our support form so we can take a look at the request and response from Facebook?

    Cheers!

    Simon.

    Simon

    (@simonskyverge)

    Hey @wrapyourbaby,

    It has been a while since we heard from you, so I’m going to mark this topic as resolved. We’ve reached out to the Facebook team to take a look at this ongoing issue and hope they will have some news for us soon!

    It may be possible to work around this problem in the meantime by adjusting an option in the database. If you’d like to give this a try, please do let me know.

    For any other questions or issues, please create a new thread.

    Cheers,
    Simon.

Viewing 3 replies - 1 through 3 (of 3 total)
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