Plugin set up & No items in Tik Tok Catalog

@kristinubute – do you have any additional information you can share? Feel free to post here or send via email.

Hi

I have shared the Log files already 3 days ago and haven’t heard anything back.

Is there any documentation on syncing issues please ?
How can we rectify the issue ?

Thanks
Kristin

Hi

Are there any other settings somewhere I have to do ?
Apparently your plugin is supposed to AUTO SYNC.

What else can I check ?
How did they go with double checking my logs please ?

What else can be done ?

Thanks
Kristin

@kristinubute – the product sync issues you are experiencing are not being reported by other users so additional information is needed – please refer to the WP.org post from yesterday where we asked the following additional questions:

The team has reviewed your logs and it appears that only 2 products are being pulled in for product syncing. However these two products are failing to sync because they are missing images. All products must have images, price and be in stock to be synced to TikTok.

The Products that are being pulled in for product sync are:
– sku 3851
– sku 6553

Can you provide some additional information to assist in debugging:
– How many products do you have in your WooCommerce product catalog for https://12threads.com.au/?
– Do the the product SKUs above have any distinct differences from the other products in the WooCommerce Catalog?

Hi

ALL products have images AND all products have SKU.
Facebook to Woocommerce has no issues syncing. That would not be syncing if NO images either.
A website would not be complete without images, so there are ALL images on the website.
I have already provided the website link on email.

ALL items are IN STOCK.
So that is NOT the issue.

What other information do you need for debugging please ?

You guys know your product with Tik Tok Shop than us.
So we need your guideance please

Did they log into the website with the credentials I gave them ?

What date did they reply to my email as I still haven’t received that email at all.
I have received the first round of emails, but not any afterwards.

This is an urgent issue that we need to be fixed.

Are there instructions anywhere on HOW to ADD products in MANUALLY for a workaround for now WHILST you are investigating and trying to figure out the Auto Sync please ?

Then where to do we go from in regards to the AUTO sync ?

Thanks
Kristin

I have just found the email in junk. Replying now

I have just replied via the email as well

LIVE website and you will see heaps of images on there and site is live and working properly.

ALL products have images AND all products have SKU.
All products have Variations. Could this be an issue ?

There is NO SKU Code on the Actual main product, ONLY SKU Codes on ALL Variation products, every one of them has SKU. Is this causing an issue with the Product Syncing with Tik Tok with NO SKU on actual MAIN Product ?

Facebook to Woocommerce has no issues syncing. That would not be syncing if NO images either.

A website would not be complete without images, so there are ALL images on the website.
ALL items are IN STOCK.
So that is NOT the issue.

Those 2 SKU codes you mentioned DO NOT EXIST on the website, I can’t find them anywhere really. That is NOT the code we use at all that you mentioned in email.
– sku 3851
– sku 6553

ALL Product Variations have SKU codes like this:
W-RS-GR-L
W-RS-GR-XL
W-RS-GR-X
M-TP-SJ-BK-M
M-TP-SJ-BK-L
M-TP-SJ-BK-XL`

Can you give me some documentation on HOW to MANUALLY ADD products ? This will be my workaround UNTIL we have RESOLVED the issue with the product SYNCING.

So I am currently in the ADS MANAGER now looking around.

Can I try the DATA FEED SCHEDULE ?
OR will I just ADD the products in MANUALLY for now UNTIL WE GET THINGS RESOLVED ?

Maybe I just add 1 or 2 products MANUALLY to test for now ?

Then you can still investigate WHY the syncing issue ?

Do you suggest I need to ADD SKU CODES to the Main Products (as I mentioned ALL Product Variations have SKU codes every single one) but the Main Product does not … as the Variations are the individual Products ?

Thanks
Kristin

Also

I had a question about the SKU code whether that is required on the Main Product as well as ALL the variations.

Currently as I mentioned I have NO SKU code on the Main Product but have on ALL the Variations of that product.

Not sure HOW your Tik Tok Shop works with that ?

I was going to upload MANUALLY 1 new product into the existing Product Catalogue that was created with your plugin (as the syncing is still NOT working) but at least the Client can still LINK a product with “SHOP NOW” button on TIK TOK Reel in Ads Manager for now, whilst you try and sort out the issue with the Tik Tok shop NOT syncing.

YOu guys suggested:

1. Create a new catalog manually – this is recommended because when we fix the catalog syncing issue we may overwrite your catalog content incorrectly or create duplicate products if they do not match exactly
2. Update the existing catalog that was created in the Plugin Setup – not recommended (see above)

So below I have added in 1 product manually into the New Catalog which was the one that was created with your plugin.

OR is it better for me to Create ANOTHER NEW Catalog for the Products I am going to add in Manually as well as the one created by your Plugin (for Auto Sync) and separate the 2 so we have NO issues or things being overwritten when your Syncing does eventually work with your plugin with Tik Tok ?

I notice when I added in the MAIN product Manually, that it added in a Variation automatically, see below. 2 Products but they are same, 1 is MAIN Product other is Variation of that Product. I added this in manually to the Catalog that your plugin created.`

Thanks
Kristin

@kristinubute – our team has requested additional details via email to help debug your catalog sync issue. We will need temporary admin access to debug your issues since our team could not determine the issue from the logs and other information you provided.

Hi, Yes I will provide those details later today.

Can we ENSURE that they do NOT deactivate any plugins that are on the website, so we don’t have other different issues to a live website.

Thanks
Kristin

HI

Just another thing, I had logged out of my computer the other day as I went away for the weekend.

Got back to my computer and had this same error as this original ticket in your plugin …

icon
error
"adv_id" is required
Code: 10009
LogId: -

Whereby I go to Marketing/Tik Tok and then try to see the Tik Tok Info, and I get that error.

It’s like it LOSES its login link ??
Exactly the same as 2 weeks ago.

What is causing this please ?
It is very frustrating.

Thanks
Kristin

I am closing this thread as we have moved this support case to email support. Please feel free to open a new support ticket with our team via the TikTok for Business Support system for other issues related to this integration.