Stuck in Meta sales channel loop — need backend reset

[roguevoice]

Hi everyone,

Hoping a Community Manager or someone from the engineering side can help flag this for a backend reset.

I'm stuck in a loop trying to add the Facebook and Instagram sales channel to my Square Online store. Every time I try to connect, it tells me I already have a Meta channel added and that I need to remove it before I can continue. I go through the remove process, hit Continue, and it just loops back to the same message — telling me to remove the channel that I just removed. The connection appears to be in a broken/half-attached state that I can't clear from my side.

What I've already tried:
- Removing the channel from within Square Online (multiple times)
- Fully removing Square from Facebook → Settings → Business Integrations
- Revoking permissions in Meta Business Suite
- Clearing my browser cache and trying in an incognito window
- Checking Meta Commerce Manager for any orphaned catalog tied to the store

None of it breaks the loop. The remove-and-reconnect cycle just repeats. Based on other threads here, it looks like this is a "zombie integration" situation where Square's backend still thinks the connection is active even though it isn't, and it needs to be cleared manually on Square's end.

Could someone please escalate this so the stale connection can be reset? Happy to provide my account details or a support reference number via DM.

Thanks!

[beefolks1]

Hi, this happened to me too.  Reach out to square chat support, they will eventually get you to the correct people to help you.  You won't be able to fix it on your end, but they are aware of the issue and can trigger the fix.

However, be aware the meta facebook application no longer works in Square.  Checkout is no longer performed directly on Facebook, they pass the info back to the business' website.  Meta requires <mydomain> to use a dynamic URL on the shopping cart page in order to pass info back.  Square does not use dynamic URL's, their security is not designed for it.

I ended up ditching the entire Meta pixel application offered by Square, and developed my own application using webhooks.  It is far from perfect, but gives me some functionality and data to evaluate ROI on my ads.

(Please don't ask me to describe the process - it involved a lot of chatgpt to figure it out, and trial and error.  This is way outside my area of expertise!)

Honestly, the lack of proper integration with Meta is pushing me to look at converting to Shopify.  I'm realizing Square is more focused on the restaurant industry than on the retail and ecommerce industry.

Although - I'm looking at the additional fields that Square has inserted into the item dashboard.  Those fields are used by Google Adwords, but Meta uses similar fields.  I'm hoping they convert to dynamic URL's before I find the time to figure out how to convert to Shopify.

[roguevoice]

Thanks for the great reply. They put me through a merry-go-round this morning for an hour to two hours. I finally got to speak to a supervisor who said that they would escalate the problem. This has been a nightmare.

I may try your solution of building my own app if it can't be resolved on Square's end.

You have been much more helpful and responded more than square could ever be. I really appreciate your help.