Issues trying to connect Square account to Meta

[BoneBrigade]

It keeps looping me. Remove. Need to Remove. Remove Need to remove. Seriously this is the worst. Customer service seems to know less than i do. Maybe someone can help here. 

[TheRealChipA]

Hi @BoneBrigade.  We might be able to help, if your post made any sense at all.  It would help to have actual specifics, like:

1. Where are you getting this message?
2. What is the EXACT message, not your interpretation of the message?
3. Have you tried disabling your Meta integration (which is the assumed action meant by “remove”)?
4. Can you provide screen shots or a video of what is going on?

Once we have something to go on, hopefully we can figure this out together.

[BoneBrigade]

I am trying to set up Instagram/Facebook Shop via Online Sales Channel > Meta for Business. 

When i try to set it up it gives me that message under Prerequisites 

Looks like you need to remove your Meta integration

Once the channel is removed, you may set up a new integration

Go to Online Channels

I remove it. Try again and I get the same message. I see no other way to remove it elsewhere. 

Hope that helps.

[TheRealChipA]

@BoneBrigade That is so much better.  Thank you. So, let’s take this one step at a time.  

On your online dashboard go t Account & Settings > Online sales channels.  Click the Manage button for “Meta for Business.” Are there any messages under “Meta for Business?”  If so, what are those?  You can post a screen shots, too.

I’m assuming that you have created a Meta for Business account, and that you have a Commerce Account ID and a Catalog ID.  Do those look correct on your channel page?

Next, do you have a Meta Pixel?

[BoneBrigade]

On your online dashboard go t Account & Settings > Online sales channels.  Click the Manage button for “Meta for Business.” Are there any messages under “Meta for Business?”  If so, what are those?  You can post a screen shots, too.

I cant get by the "set up" stage for Meta for Business. So no messages. 

I’m assuming that you have created a Meta for Business account, and that you have a Commerce Account ID and a Catalog ID.  Do those look correct on your channel page?  Yes but they are not on my channel page as i cant get to that point. 

Next, do you have a Meta Pixel?  Meta says I do but when i check with Meta Pixel Helper it says I do not. 

[TheRealChipA]

@BoneBrigade Ok.  I’m going to ask two more questions before I kick this thread to the Square Moderators.  

First, are you using a free Square subdomain for your site URL, or are you using a custom domain?  

Second, are you following the steps that are outlined in this Square Help Document?

[BoneBrigade]

Site URL

I was able to manage my google Online and Ads sales channel.

However Meta Get Started gives me that i need to remove the channel. But there is no channel to remove. 

I do have 2 businesses through Square. I have a feeling they are having a problem with that. One is still Weebly (pain in my **bleep**) and one is completed through Square. Really wish they integrated Weebly into Square instead of trying to redirect everything. 

[TheRealChipA]

I will wholeheartedly agree with you about migrating Weebly sites to Square Online.  Hopefully that is being worked on as we speak.

Otherwise, it’s time for me to call in the cavalry in the form of our helpful Square Moderators.  I’ll tag them now.

@Kassi_@RSosebee1@_Violet@MayaP@RobynR@Summer2024@Ellie_@Katie_SQ@Laurie_@Sineaid@Sammie_C

Can one of you help here?  It seems that @BoneBrigade keeps hitting a wall when trying to connect their Square account to Meta.  I can’t tell if this is a Square issue or a Meta issue, but I’m betting that you or the engineers can.  TIA!

[MayaP]

Hey @BoneBrigade  – Thanks for bringing this to our attention. I’d be happy to look into this further.

I’ll escalate this to Advanced Support for a deeper review. Could you upload a photo of the error message so I can include it in the escalation? That’ll help speed up the investigation.

[BoneBrigade]

[MayaP]

Thank you, I escalated this @BoneBrigade. 

[MayaP]

I’ll file a ticket for this, but I’d like to gather a bit more information first. What browser and browser version are you using? @BoneBrigade 

[BoneBrigade]

Chrome is up to date

Version 134.0.6998.89 (Official Build) (64-bit)

[MayaP · Accepted solution]

I’ve filed a ticket with our engineers, and they will be investigating this and following up with you. While we strive to resolve issues as quickly as possible, it may take a few days for our team to complete their investigation and provide an update.

Thank you for your patience. If you need anything else in the meantime, let me know.

@BoneBrigade