Error reconnecting store

Hey @asanico1

Thanks for contacting us about our plugin! Sorry to hear the Facebook connection isn’t working as expected. I am happy to help out ??

We are working closely with the Facebook team who is working on identifying the cause of these general connection errors. I’ll be sure to update you once we hear any news from their team regarding fixes to this issue.

In the meantime, 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?

Cheers,
Steve

I’d love to but the link doesn’t work. I already opened a FB support ticket under asanico1 @ Comcast dot net. I can copy over the logs from that ticket if you need.

Hey @asanico1

Sorry about that, this is the correct link for our support team. Was the support ticket you opened up previously through Facebook directly? I searched for it in our system but did not locate it.

Cheers,
Steve

This is the case # You contacted the Facebook Business Support team
OPENCase #911826226006380

I did contact support and got this back

“This conversation is number 139475 in our help desk”

if that helps

Hey @asanico1

I looked up conversation number 139475 in our help desk, but there didn’t seem to be one with that number or the email address you provided.

I am not sure if you have seen our recent post from today here, but if you continue to have connection issues, we are suggesting that you rollback to the previous 1.11.4 version of the plugin for the time being. Once we do get this issue worked out with Facebook, we will post an update and any merchants that have had the connection issue should then be able to update and connect successfully.

Again, we apologize for any inconvenience. You can rest assured that this is our top priority and we will work alongside Facebook to get this cleared up as quickly as possible.

Cheers,
Steve

Not sure where the disconnect is with FB but I gave them permission to release the logs to the techs.

Reverted my site and no longer broken. Will await further info.

Hey @asanico1,

It has been a long time 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,
Tamara ??