Commons Issues and Fixes

Hello all!

As you may have seen by now, we at SkyVerge recently took over the development and support of the Facebook for WooCommerce plugin. Our initial goal was to fix as many of the most common problems that we could without refactoring large parts of the plugin. This also involved adding some additional features that we saw many merchants requesting!

We realize there’s still work to be done, and our team is working together with Facebook to bring even more features, better performance, and resolve any issues you may be facing with the plugin.

There are some common issues that can be solved already, however! To help you get your issue resolved more quickly, please review these common issues and solutions.

Thanks so much!

SkyVerge Support Team.

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Q. Products are not displayed on my shop after creating a shop manually in Facebook!
A. To verify that your shop was setup manually in Facebook, you will need to login to your Catalog Manager. The naming convention of the catalog is usually a good giveaway (though they can be renamed!). By default, if the shop was setup from Facebook, it will have the name “Products for <shopname>“, as you can see in this example for my SkyVergian Style shop. When done through the plugin, this creates its own catalog with the name “<shopname> – WooCommerce“.

The solution here is to change the catalog linked to the shop.

Q. Products are not displayed on my shop when no price is set in WooCommerce!
A. Make sure you set a price for all products you wish to sync to your shop. This can be done through the regular product price field or through the Facebook tab > Facebook price field, which would allow a price to be used for Facebook only.

Q. Virtual products are not displayed on my shop!
A. Virtual products are not allowed as part of Facebook’s e-commerce policy, and therefore can’t be shown on your Facebook shop.

Q. I cannot select the pixel I want to use through the plugin setup window!
A. At this time, only Personal Ad Account pixels can be selected through the plugin setup window, pixels created through Business Manager will not be available.

Q. I tried to open the setup window with the Manage Connection button, and instead the popup window displays “Sorry, this content is not available right now”!
A. When the plugin has been configured previously, it will save a merchant_settings_id in your WooCommerce database so that you can re-open the setup at any time to show your previously selected options. If you lose access to the account that configured the plugin, or Facebook invalidates the account or merchant settings configuration, this message will be displayed.

We’ve been in touch with Facebook directly who have logged an issue on their side, though there is a fix in the short term. You will need database access in order to remove some stored options in the database. The following options should be removed:

• wc_facebook_product_catalog_id
• wc_facebook_external_merchant_settings_id
• wc_facebook_feed_id

With the options deleted, you can then navigate back to the Facebook for WooCommerce plugin settings page (WooCommerce > Settings > Integration > Facebook for WooCommerce) and try again.

Q. When opening the setup window, I see the title “Facebook for Magento” or the shop details are not loaded correctly, with “undefined products” synced.
A. We’ve seen quite a few merchants encounter this issue and in almost all cases this was due to an issue with the browser. Most merchants were running the latest Firefox release with the Facebook Container plugin.

We would recommend temporarily running the setup wizard from a separate browser, or private/incognito browser window to avoid ad-blockers that may prevent the Facebook scripts from loading correctly.