Can’t connect with FB Pluing

Hi there @diegoxntvo

I assume that you had a connection before using the old version of Facebook for WooCommerce?

It seems that you need to really clear the old connection data.

Please do the following to clear any old connection data:

• Clear WooCommerce transient data, it’s cached data that we want to clear to ensure it’s not interfering with a proper product sync, you can do that by going here WP Admin > WooCommerce > Status > Tools > WooCommerce transients > Click – Clear Transients (Button on right)
• Navigate to your WordPress options page  https://yourwebsite.com/wp-admin/options.php and then please clear the value for the following fields:

  wc_facebook_access_token
  wc_facebook_external_business_id 
  wc_facebook_system_user_id 
  wc_facebook_business_manager_id 
  wc_facebook_commerce_merchant_settings_id
  wc_facebook_merchant_access_token
  wc_facebook_product_catalog_id
  wc_facebook_page_access_token 
  wc_facebook_page_id 
  wc_facebook_pixel_id

• Navigate to Marketing > Facebook, click Get Started to re-connect to your Facebook Business Manager, select the assets for Facebook Page, Pixel, and Catalog.

Let me know how it goes!

Hi @diegoxntvo
Thanks for trying that.

To help narrow down the, the following information will be helpful:

1) System Status

Could you please send me a copy of your site’s System Status? You can find it via WP Admin > WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, you can paste into https://gist.github.com/ and share the URL here.

2) Facebook for WooCommerce logs

Could you please share two of the Facebook for WooCommerce logs? Please navigate to WP Admin → WooCommerce → Status → Logs, and then select the log that starts with facebook_for_woocommerce followed by dates.

Looking forward to hearing from you 🙂

Hi @diegoxntvo.

The only way I have been able to configure the pixel is through the code, but I need my products to be synchronized with my catalog and I cannot do it, only through the plugin.

Can you please explain what you mean by this?

Also, we may want to take a look at your site. Will you please log into WooCommerce.com (or create an account if you don’t have one) and then reach out to us for help from https://woocommerce.com/contact-us? Include a link to this forum topic and the answer to my question above.

Hi @diegoxntvo,

Facebook may have different options to connect a site, it’s possible. However, we only can help with connections made via the Facebook for WooCommerce.

I understand you have created a support ticket as recommended above, so I’m going to mark this as resolved. We will continue troubleshooting via the created email.

If you have any further questions, you can start a new thread.

Hi @dzairmoms

As you have opened a ticket directly on WooCommerce.com under ticket number: 4045879, I have responded to your late question through ticket.

Please kindly continue our troubleshooting through the ticket, and we’ll keep this thread marked as resolved for now!

Thanks for your understanding!