Store won’t connect to Facebook

I have the same problem as you mentioned above. I do not know where I can get help!!

Hi @doubleknityarn, @lcavinpowergo,

Thanks for the details you’ve provided so far! You’ve come to the right place if you’re looking for help with the plugin.

Typically we’ve seen this “Something went wrong when connecting to Facebook!
Please try again.” error appear at the final step when the site title includes non-standard ASCII characters. The site title is used to generate a unique ID for the connection, and it can result in a mismatch at the final stage, preventing the process from fully completing.

We do have a workaround for this, which if you can confirm this might be an issue for your store, I’d be happy to share. Otherwise, we have seen this issue for some merchants due to account configuration issues as well, so we’d need a closer look to see what the underlying error is in order to troubleshoot further.

Firstly though, can you please let me know if either of your stores might contain non-standard ASCII characters? For example, any characters that are not part of a-z or A-Z with simple punctuation, such as accented characters, or specific character sets.

Cheers,

Simon.

Hi Simon,

thanks for the follow-up.

The site title does indeed contain some non-standard ASCII characters, mostly letters with accents as the shop is in french where letters such as é and à are common.

We’re still just in the testing phase at this point so it’s no problem to remove them from the site title (we’re working on it and will retry once it’s done) but I’d love to hear about the workaround since as we operate in a french-speaking region those will be common on our site titles.

Thanks
Louis

Hi Simon,

After trying again I managed to make it work – i believe the permissions were the problem.

This being said I’m still interested in hearing about your workaround for the non-ASCII characters bug, in case the problem arises in the future.

Cheers,

Hey @lcavinpowergo,

Ahhh, great, thanks for confirming. I’d be happy to share the ASCII character workaround in any case, if it comes in useful.

You’ll need to be able to edit the database, so if your host provides PHPMyAdmin or something similar, that can be used and is probably easiest. If you don’t have too large of a database, it is also possible to edit the option directly using the https://<site_url>/wp-admin/options.php of your site. Though we have seen that this does not always save the setting if there are a lot of options!

– Please search for the option: wc_facebook_external_business_id
– Remove any non-standard ASCII characters from this setting (e.g. use plaintext characters only) but keep the suffix ID

After saving this, you should be able to run through the connection process again without hitting the error on the WooCommerce screen!

It sounds like you’re connected now though, is there anything else I can help with today?

Cheers,

Simon.

Hey @lcavinpowergo,

It has been a while 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,
Simon.