Something went wrong when connecting to Facebook!

Hi Peter! I understand you’re getting an error that your connection to Facebook is no longer valid, and it’s telling you that something went wrong when trying to connect.

The most common error here is an “FBE installation does not exist” error, which is often caused by an invalid external business ID. The external business ID is generated, in part, by the site’s Site Title and cannot contain non-Latin characters.

Can you take these steps and see if that helps:

– Surf to https://<your-site>/wp-admin/options.php
– Search for wc_facebook_external_business_id
– Update field to include only supported characters and save
– best practice: store-name-dfsdc3lck9k6q ← 13-digit random string
– Go back to WooCommerce > Facebook and click “Get Started” again`

Hi Austin,

Thanks for your reply. I followed the instructions and entered a new business_id composed of only alphabetic characters, numbers and a hyphen, went through the hook-up process and unfortunately got the same error.

Something went wrong when connecting to facebook!
Please try again.

This happens right at the end, even after the screens declaring everything is all done and connected.

Anything else I can check, or try?

Cheers,
Peter.

Hi @inveress

Install this plugin to reset the Facebook settings:

https://d.pr/f/rTEhWp

This will add a new tool available at WooCommerce > Status > Tools called “Reset Facebook for WooCommerce settings“. Please click the Reset Settings button here, and then navigate back to the Facebook for WooCommerce plugin settings screen to try again.

Hi @inveress

We haven’t heard back so we’ll mark this thread as resolved. Feel free to open a new support thread should you have any questions along the way.

Thanks,

Hi John,

Sorry for the delayed response. This did not work, sorry. I ran the reset, then went through the connection process again and got the same result.

Is there any way to find out what’s going wrong? A log somewhere? It’s unfortunate that the error message contains no useful information.

What else can I try at this point?

Many thanks,
Peter.

Hi John,

To reiterate, I used the reset plugin with no result. is there anything else I can check? Any logs? The error message is so vague, I don’t know if this is an issue with the Facebook account, the Fb business setup, or something to do with the website. What else can I try?

Many thanks,
Peter.

Can you please try to disconnect and reconnect from Facebook by following this guide: https://docs.woocommerce.com/document/facebook-for-woocommerce/facebook-for-woocommerce-how-to-re-connect/

If that doesn’t help please follow this guide to purge things on the Facebook side of things too: https://docs.woocommerce.com/document/facebook-for-woocommerce/facebook-for-woocommerce-uninstall-plugin-and-remove-woocommerce-facebook-app/

Then try reconnecting again?

Hi Mother!

Thanks, I went through this process, including cleaning stuff at Facebook’s end. I did get the same error message again. I’m getting a different message in the back end of WP, but if anything, I think I’ve gone backwards. Previously, it kept saying my link was no longer valid and needed to be refreshed. Now I get:

Facebook for WooCommerce is almost ready. To complete your configuration, complete the setup steps.

Which seems to mean that I’m back at the beginning. I go through the process and that message doesn’t change.

So, sorry, no luck with that.

Cheers, Peter.

Hi there,

We’d need to take a closer look at your site in order to check what else might be causing the issue.

Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

Also, you can send us login details of your site on the ticket so we can check the dashboard.

Please follow the steps below to create a user account for us and to send us the login details securely (in the ticket, not here).

Head to Users > Add New and use the email address [email protected] for both Username and Email fields. Be sure to set the role to Administrator, then select “Show password”, copy the password, and click “Add New User” as on the screenshot – https://cld.wthms.co/8coxBJ

Next, for security purposes, use our QuickForget tool (https://quickforget.com) and paste your site login URL and password into “The secret is…” field. Select “Save my secret” to get a URL you can then share with us – https://cld.wthms.co/PJiw2F Please do not send the password to us directly.

Do let us know so we can check and help further.

Just an update that the new version of the plugin seems to have fixed whatever was causing this issue. I can now connect to FB fine. Thanks for your help.

Hi @inveress,

That is great to hear! If there is anything else we can help with, of course please feel free to open a new topic.

Thanks!