Meta Facebook integration with Square Online Channel

[KreativeK8s]

So I have a  Facebook shop and my Square. Recently I have merged 2 facebook pages together which each held a commerce account and my square online channel was connected the the commerce catalogue that has been removed.  When i access Square it shows there is still meta for business integration but no way to manage it. so i can disconnect to connect it to the correct catalogue and facebook commerce. When looking at Facebook Meta for business it shows that Square is a partner platform but it doesn’t show all my products.

i have been trying to get this sorted via phone, chat and email but getting nowhere as im not able to call and speak to someone during 9-5 as I am working myself in a call centre and can’t have someone call me back. i need help but no one seems to be able to assist me 

[Arie]

Hi @KreativeK8s, 

We're sorry to hear about the trouble with your Meta integration. It sounds like you've already given disconnecting and reconnecting the integration a try, which is generally the first step we suggest. Can you let us know if you're seeing any particular error message when going through this step again? This Facebook troubleshooting guide also takes you through a few other steps to get all your items showing again. 

[KreativeK8s]

Hi Arie, I have no options to be able to disconnect and reconnect. When I select my online channels it displays meta for business but no avenue to manage it.

thanks  

[Laurie_]

Hi there, @KreativeK8s,

Just jumping in for @Arie here while they're out of the office. 👋
 

To clarify, you can manage/disconnect your Meta for Business account from Square Online using these steps:

1. From your Overview page, navigate to Sales Channels > Facebook Shops > Online Sales Channels.

2. Next to "Meta for Business," click Manage.

3. Click Remove Channel.

If you do not see the option to 'Manage' next to "Meta for Business", can you please take a screenshot of this page (excluding any personal information) and send it through in your reply?

I daresay that merging your Facebook pages has disrupted the Meta connection in this case and reconnecting it would be the first step in resolving the issue. 

[KreativeK8s]

[KreativeK8s]

This is what i see, when i select “ manage listings” it then provides this screen…..

[KreativeK8s]

so it doesn’t give me the option to disconnect 

[KreativeK8s]

when i attempt to follow the “set up online channel” it has shown two different scenarios. one where it loops me back to show me my online Sales Channels again the other where it tells me to agree to the data connection and creating meta pixel but when i try to continue provides a red error message which tells me there is a problem trying to connect and try again.

[KreativeK8s]

[Laurie_]

I appreciate you taking the time to send through these screenshots, @KreativeK8s.

I've escalated this issue to our Square Online team and will wait to see what they suggest in this case. While we are waiting on a response, I just want to check what happens when you click the 'Manage Listings' button on your sales channels page.

Given your view is a little different to mine, I also want to check whether you have multiple active Square Online sites. 

I'll keep a lookout for your reply here.

[KreativeK8s]

I’m unsure if my response sent 🤔

I managed to call and speak with someone over the phone yesterday and it has been escalated to the e-commerce team as it is an issue they have not seen before. I have just the one square account.

when I select “manage listings” it will intermittently do one of two things. 
1. It will loop me back to "set up online channel" and then upon clicking that takes me back to the same "manage listings" 

2. will take me to "set up online channel" then bring up the agreement to connect data sharing to facebook:/insta and enable the meta pixel but once I click continue it then displays the red error message as per my screenshot   

[Laurie_]

Sorry about that, @KreativeK8s, I can see your earlier messages now, not sure why those were delayed on my side!

Thanks for keeping us in the loop on this one, I'll go ahead and close out my escalation given you already have a case opened with our team. 
 

Feel free to share any solution offered by the team in this thread on the off chance other Sellers are running into similar issues.