Facebook/Meta for Business Integration Stopped Syncing

[rarebloomshop]

Our FB/Meta integration had been working fine since 2021, however, over the past few months everything decided to stop syncing and give us a bunch of issues. We disconnected the integration and tried to re-set it up, but now the Facebook page does not show up under the business portfolio when going through the Square integration steps. We have spent 5-6hrs with Meta support over chat, phone, and screen share, and they have confirmed 100% that everything is connected properly on that side of things, and that the issue lies with Square. Square support has been absolutely useless.

At one point, a Square support rep requested the following info:

1. Please provide a case/ticket # from the Partner. (the one you mentioned is valid)

2. Note every troubleshooting step that's been tried so far in the ticket you'll be filing - by both Square and the Partner's support team if possible.

3.Attach screenshots (preferred) or descriptions of any error messages/codes in the ticket.

4.A brief explanation to why the Partner believes the error to be a Square issue and what steps need to be taken to correct.

We responded promptly with all of the requested information and have not heard a thing back in over a week. 

Does anyone have any idea what we can possibly do to get our Facebook/Meta for Business page reintegrated with square? 

[MayaP]

Hey @rarebloomshop  — sorry you haven’t received a follow-up on this. I’m happy to help however I can and make sure this gets the attention it needs.

1) I escalated this to our team, and they’ve asked for the exact steps you’re taking to connect, so they can try to reproduce the issue.

2) Could you also share a screenshot and confirm which page you’re expecting to see on the selection screen when connecting? Since we don’t have visibility into your Facebook or Meta business pages, that context will really help.

Any additional details you can share would be really helpful. I appreciate your continued patience as we work through this with you.

[DinaLRosenberg]

We have had the SAME issue- everything was working fine and now it's all messed up and it's definitely the Square side. I tried to approach Square about it and was told to contact Meta- but the issue is on the Square side... I wish I had the answer.. but we've been trying to fix this for WEEKS now

[DinaLRosenberg]

I just want to reiterate that we have the same issue... the link directs us to personal Facebook not business center where our page is...

[MayaP]

Wow, I’m sorry to hear this is happening to you too @DinaLRosenberg.

If you have any screenshots or can share more details, especially a step by step of how the issue occurs, that would be really helpful as I look into this.

[DinaLRosenberg]

@MayaP Sorry for the delay-  I was waiting for another Square email so you can see exactly what I'm talking about. This integration was working fine until we all of the sudden started getting these emails. In my Meta backend products are till showing up and the integration shows it's working. When I try and click through my business page isn't showing up at all. I've clicked through all available options to see if it was "hiding" somewhere. 

[MayaP]

Thank you @DinaLRosenberg for sharing more details. I know how frustrating this must be, and I want to make sure I get this in front of the right people. I’ll file a ticket and escalate to our engineers, but I want to confirm I have everything they’ll need.

1. When you contacted Meta, did they give you a ticket number or explain why they believe it’s on Square’s end?
2. Just to confirm, you tried disconnecting and reconnecting, but the issue persisted?

[MayaP]

I went ahead and filed a ticket, @DinaLRosenberg. If you can answer the questions above, can you also confirm which browser and browser version you’re using? Thank you!