Cannot connect Facebook to square

[EnchantedDreamr]

Hello. I’ve recently set up a square website and want to connect my Facebook so that I can tag the items on my Facebook store. I just can’t connect it though! When I click the link ‘setup Facebook business extension’ it gets stuck on a loading page for a while and then shows an error message! I’ve tried on a desktop computer, iPad and phone and the same thing happens. Here’s a screenshot... could it be that the page is diverting to ‘Facebook for magento’ for some bizarre reason??

I’m tearing my hair out!

thanks in advance

laura

[tranguyen]

Hi @EnchantedDreamr, so sorry to hear you are running into this issue! This is quite strange. Would you mind trying the following troubleshooting steps and see if they would help:

• Make sure your browser is up to date.
• Clear the cache on your browser. Access the Help menu of your browser to locate step-by-step instructions.
• Switch to a supported browser, such as Google Chrome.

If none of these troubleshooting steps help, can you let me know:

• The exact version of your website browser (you can find this out by visiting https://whatwebbrowser.com/)
• All the steps you've taken before you got the error message. Is this happening when you try to go through Website > Facebook > Connect Facebook account or is it through a different way? 

[EnchantedDreamr]

Hi @tranguyen thank you for your reply. I have cleared the cache on my Mac but still encounter the same problem. The browser I am using is Safari 11.1 on Mac.

I have also done so on my iPhone and still have the same problem. The web browser is safari 13.1 on iPhone. I also downloaded the google chrome app onto my phone and tried that way but no luck.

I am accessing the square.online site and logging into my account. Clicking the ‘website’ tab > Facebook > Connect Facebook account > a new tab opens asking me to sign in to Facebook which I do and then I can’t get any further. After a while trying to load, it shows an error. 

I have also tried clicking the Instagram tab > set up Facebook business extension > logging into Facebook but it shows the same error...

[tranguyen]

I'm sorry that the troubleshooting steps didn't help in this case, @EnchantedDreamr. I will need our e-commerce expert team to investigate this further. To help, would you mind sending a screenshot of the full error message that you see? The previous screenshot is slightly cut off and I want to make sure the team have all the information. 

[EnchantedDreamr]

@tranguyen  the first image is a screen shot of the error on my phone and the 2nd image is a screenshot of the error on my Mac.

I really appreciate your help with this, thank you.

[tranguyen]

Thanks for those @EnchantedDreamr! I've passed it all to our e-commerce expert team so they can take a look. Once I have an update from them, I'll let you know immediately!

[tranguyen]

Our team have been able to look into this and based on the error message, they'd like to ask if you can turn off any plugin on your browser and see if that would help. If not, we recommend reaching out to Facebook as well to see if they can provide further clarification on the error message.

If Facebook says it's something that we need to action on our end, please let us know.