How do I force disconnect a stuck Meta sales channel?

[Sagate]

Hi everyone,

I am hoping a Community Manager or Engineer can flag this for a backend reset. I am currently stuck in a "Zombie Integration" loop with the Facebook/Meta Sales Channel on Square Online and cannot proceed.

The Issue: My Square Online account believes it is connected to Meta, but the connection is broken/revoked on the Facebook side. I am unable to disconnect the channel to start over, and I am unable to complete a new connection.

Symptoms & Error Messages:

1. When I try to "Remove Channel" in Square Online: I receive the error: "There was an issue removing your channel. If the problem persists, please contact support."

2. When I try to "Connect" or modify settings: I receive a Data Sharing error during the setup wizard: "We had trouble saving your agreement to data sharing. Try again."

3. Original Error (Root Cause): This started because of a catalog structure error: "Store location catalogs require a Page with a store Pages structure."

Troubleshooting Already Completed (Please do not suggest these):

• Facebook Permissions Revoked: I have fully removed Square from Facebook Business Integrations, Business Manager Partners, and System Users. The token should be invalid.

• Browser Isolation: Tried in Incognito/Private windows, different browsers (Chrome/Edge), and disabled all Ad Blockers/VPNs.

• Square App Marketplace: Attempted to uninstall the "Facebook & Instagram" app from the main Square Dashboard, but the "Zombie" connection persists in the Online Store section.

Request: It appears my account has a database lock or a cached API token that is preventing the disconnect script from running.

Can someone from the engineering team please perform a force-disconnect (Token Revocation) of the Meta Sales Channel for my account? I need the status reset to "Null" so I can run a clean installation with the correct E-commerce catalog.

Any suggestions are appreciated.
Thanks, Steven (NMD No More Drift)

[Sammie_C]

Hi @Sagate, thank you for your post! Welcome to the Square Community.

In regard to your issue, I went ahead and sent a message over to our eCommerce team about it and they were able to take a look. They went ahead and have escalated this issue to our Engineers to look into this further, as this is not intended behavior.

As soon as we have updates on our side, we will keep you posted, but it is actively being worked on at this time. We appreciate you bring this to our attention and appreciate your patience on this matter.

Please let me know if you have any other questions in the meantime, and I would be happy to help.

[Sammie_C]

Hi @Sagate, I just wanted to check back in on this.

I heard back from our Engineers and it looks like they marked this case as Resolved. Is this issue resolved on your side?

[Sagate]

Yes, it is resolved. I didn’t get an idea of what exactly was done though. Thanks for your help. I think it would be helpful to post the resolution here for others if they run into issues. Can you help with that?

[Sammie_C]

Glad it has been resolved!

After taking a look at the documents from our Engineering team, it does look like this was an internal fix. So if any other Sellers are facing this issue, they are welcome to reach out here and I can reach out to our Engineers again. Sorry the fix isn't able to be done on your side, but we should be able to get it resolved quickly on our side.

Please let us know if you have any other questions in the meantime.

[makingmagiceasy]

I'm having a similar issue, what information do you need from me to resolve on your end?