Inventory not transfer from WooCom->FB

Hi @lukemv,

Thanks for reporting this issue to us! I’m sorry to hear the plugin isn’t functioning as expected.

We recently released a new major version of the plugin that – along with some updates on the Facebook side – hopes to resolve many of the connection issues people have faced.

Would you please make sure your plugin is up-to-date (version 2.0.1) and try again?

Thanks,
Benjamin

@benjaminskyverge, yes, that’s correct. 2.0.1.

Hi @lukemv,

I’m sorry to hear that you’re still experiencing difficulties even after updating to version 2.0.1.

To try to resolve the issue with the data source, we can try resetting the plugin back to a fresh install, which will remove the existing settings. You can do this by installing this small plugin we’ve created. This will add a new tool available at WooCommerce > Status > Tools called “Reset Facebook for WooCommerce settings”. Please click the Reset Settings button there, and then navigate back to the Facebook for WooCommerce plugin settings screen to try connecting again.

Would you please let me know if you’re willing to try this?

Thanks,
Benjamin

Benjamin,

I’ll note, in the plugin settings, I am unable to “uninstall” it gives me an error saying that it can’t.

I just installed this reset tool and it looks as though all of the settings were still retained, but instead of allowing me to reconnect it now brings me to a Facebook page with this error: “Error on managing Facebook Business Extension
Please set up Facebook Business Extension first before managing settings.”

I’m lost… what’s going on?

Hi @lukemv,

I’m sorry to hear that there are now further issues on your site. This is not the experience we aim for, and I’m truly sorry there have been so many problems here.

I really appreciate that you’ve provided details along the way. Our plugin team is working hard to provide details to help the Facebook team troubleshoot these issues, so all the information you can share are helpful.

Could you please walk me through the steps to reproduce the error you’re seeing? You could feel free to list them, or a screen recording would be especially useful (If you don’t have a favorite screen recording service, I personally like Loom).

This error can pop up in a few different contexts, so it’d be helpful to know exactly what actions are triggering it.

Would you please let me know those steps, and also if there are any updates in the situation?

Thanks,
Benjamin

Benjamin,

I don’t feel comfortable sending the screen recording via the forum. How can I send it privately?

Hey @lukemv,

Hope you had a good weekend! Did anything in the status of your site get resolved over the weekend?

We are working closely with the Facebook team to identify the cause of these general errors and the Facebook team has addressed the vast majority of these thus far. I’m really sorry that your account continues to be affected.

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? This will also provide a more private place to send a screen recording.

Thanks so much!
Benjamin

Benjamin

Thank you for the follow-up. It looks like a lot has been resolved (I can finally connect the store again through Facebook). The only issue that I still have is that it won’t allow me to selected the correct Instagram business page. I manage two, and it sees the incorrect account—and no option to choose the correct one.

I will wait to hear from you before proceed with any other screen sharing.

• This reply was modified 4 years, 2 months ago by lukemv.

Hey @lukemv,

Great, I’m so glad to hear that the connection is working for you now!

Even though Instagram can use the same catalog that our plugin syncs to Facebook, our plugin doesn’t link directly to Instagram.

The likely cause of this issue is going to be related to permissions within your Business Manager accounts, so you’ll need to log into your Business Manager and make sure that the Instagram account access is properly added there.

Would you please give that a try and see if that works for you?

Thanks,
Benjamin

Benjamin,

Oddly, in Business Manager the correct account was listed. I did a complete uninstall, again this afternoon, and although that didn’t work this morning, it seems to work now. Perhaps a FB cache issue?

Regardless, that appears to be working now, but I still have the issue of inventory quantities not transferring into the product catalog. All items on FB/IG are listed as “out of stock” regardless the quantity in-stock. Known issue?

Hi @lukemv,

Well at any rate, I’m glad to hear it’s finally working! I’m sorry that all of these steps have led back to the original issue.

The next step I would recommend is to find one particular product that’s not syncing and take a look at its values in WooCommerce and compare them to the values in Catalog Manager.

If you could please reach out to our support team through our site sharing the email address you use for your Facebook account, this would help us take a closer look at your site in particular to help nail down this issue.

Thanks,
Benjamin

Thanks, @benjaminskyverge. I’ve gone ahead and submitted the form online. Can you confirm it was received?

Hi @lukemv,

Yes, we received it! I just sent you an answer there.

Thanks,
Benjamin

Hey @lukemv,

Thanks for working with us through this! It looks like Benjamin is assisting you via the email thread now, so let me go ahead and close this off.

Please don’t hesitate to reach out again with any further issues though, as we’re always happy to help! ??

Cheers,

Simon.

I’m having the same issue over here with a pretty large list of items, 101 items all of the sudden listed as out of stock.

We are driving huge traffics from IG and FB and is urgent to fix this… I read the above thread, but it seems like the recommended solution gave more issues at first than fixing.

Any recommendations here? I am running the most update version. Seems to me than the latest update might have caused the issue in the first place