Trouble with Facebook Integration for E-Mail Marketing

[NeilMSBGC]

I can no longer see my photos from Facebook/Instagram when designing a marketing email. It now says "You don't have any photos on Facebook". I've tried clearing cookies/cache, signing in and out of Facebook and Square. Disconnecting and reconnecting the Square/Facebook link. Nothing works. Square customer service didn't have any ideas to fix it and Facebook help services never responded to my help request. Any ideas?

[Laurie_]

Hi @NeilMSBGC,

We’d be happy to take another look at this with our team!

To get started, could you share a bit more about the type of email campaign you’re trying to create and send? Are you looking to include only the photos from these platforms in your email campaign, or are you wanting to share a promotional reward via social media?

If possible, could you also take a screenshot of the error message you’re encountering and include it in your reply? That will help us investigate more effectively.

We’ll make sure our teams review this if you’re seeing the same error message consistently.

In the meantime, for steps on connecting and troubleshooting your Meta for Business account, you can refer to this online guide. 

The guide also includes contact details for the Meta support team. While we don’t have a way to expedite contacts to their team, if this is the next step recommended by our Support Team, that would be the route to take.

[NeilMSBGC]

Hi Laurie,

I'm just trying to send a run of the mill marketing email. I want to add a few of the photos of customers I took the past week that were posted to Instagram. This feature worked for years until a few months ago when it began to say there are no photos. I've done a lot of troubleshooting on this and again nothing works.

[Laurie_]

Thank you for including this screenshot, @NeilMSBGC.

These are the steps our team recommends you try. You may have already completed some or all of them if you’ve contacted our Support Team and been directed to Meta Support.

1. Confirm Meta Connection: Please ensure your Meta Business account is fully connected and that the correct permissions are enabled. Changes to Meta’s interface since the initial connection can impact how the integration functions.

2. Check Image Format: Keep in mind the following requirements when uploading Facebook images to ensure they sync to Square correctly.

• Square supports the following file types for item images: PEG, PNG.
• Images can be up to 20MB, but we recommend 500KB or less for faster webpage loading speeds.
• Images can be up to 2560 x 2560 pixels. We recommend at least 2000 x 2000 pixels with a 1:1 aspect ratio.

3. Disconnect & Reconnect to Meta for Business: When doing so, we also recommend clearing your browser history before signing in to your Square Dashboard.

• Sign in to Square Dashboard and go to Online > Sales Channels.
• Select Manage for Meta for Business.
• Select Remove Channel.

If none of the above steps resolve the issue, the next step is to contact Meta Business Support. If they ask you to update something on your Square account, please ensure you get all of the details and include a case number from Meta when reaching back out to our team.