Product sets not syncing

  • Resolved Shadician

    (@shadician)


    4 years, 10 months ago

    Hi,

    This is a great plugin, but for some reason we cannot get any product sets to pull across into our connected Facebook catalogue/commerce manager.

    I set it up in the Product Sets area of the plugin, specifying the WooCommerce categories it should use to create the sets. Instead, when we visit our catalogue on Facebook, we end up with everything in ‘All items’ and no sets created.

    Furthermore, if I check ‘Categories’ on Facebook, the only category that exists is called ‘500044’ and I have no idea why. If I check ‘Product type’ on Facebook there are no options at all. So categories don’t seem to pull across at all.

    We are running the latest version of the plugin, WooCommerce, our theme and WordPress. I have tried deleting the catalogue on Facebook, reinstalling the plugin and starting afresh and we end up with the same issue each time.

    So how can we get our categories to pull across to Facebook so we can create Product Sets? Is there something we are doing wrong? The rest of the product information seems to come thorugh without any issues.

    Thank you

Viewing 5 replies - 1 through 5 (of 5 total)
  • stephjacq a11n

    (@stephjacq)

    Automattic Happiness Engineer

    4 years, 10 months ago

    Hi @shadician, thanks for sharing the details here, and I’m sorry to hear you’ve run into this issue.

    The inability to create product sets is currently a known bug in the plugin, and our developers have it queued to review. You can follow along with the bug report here: https://github.com/woocommerce/facebook-for-woocommerce/issues/1993

    Regarding the category, please enable logging in the plugin settings so we can see what’s happening there. After the next sync (up to 15 minutes), please check the log under WooCommerce > Status > Logs – you’ll find Facebook listed in the drop-down on the right.

    Use CTRL or CMD +F to find any references to ‘error’, ‘500044’ or ‘category’. Let us know what you find.

    Thread Starter Shadician

    (@shadician)

    4 years, 10 months ago

    Thanks for your assistance. Great to see the product sets bug is being worked on already.

    Regarding the categories not pulling across, I enabled the logs as suggested and ran a search for those terms. ‘error’ did not show up once but ‘500044’ shows up 209 times, as does ‘category’…so every time it’s specifying the ‘google product category’ it’s listing it as ‘500044’ instead of the actual category.

    It’s really strange, categories are working just fine on our site otherwise. We use them to pull different product categories into different landing pages and continue to have no problem with that, or with category searching. Any ideas what could be causing this strange behaviour or what else we can try?

    Thank you

    Zach H

    (@zhollenbeak)

    4 years, 10 months ago

    Hi there,

    We’ve had some internal discussion about your problem and we would like to take a closer look. Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    Are you able to create an admin user for us?

    Head to Users > Add New and use the email address woologin@woocommerce.com for both Username and Email fields. Be sure to set the role to Administrator, then select “Show password”, copy the password, and click “Add New User” as on the screenshot – https://cld.wthms.co/8coxBJ

    Next, for security purposes, use our QuickForget tool (https://quickforget.com) and paste your site login URL and password into “The secret is…” field. Select “Save my secret” to get a URL you can then share with us – https://d.pr/i/HMK9fh Please do not send the password to us directly.

    Note that to comply with GDPR rules, you need to disclose that you are sharing access rights to third parties like us in your Terms & Conditions. You can find out more about your responsibilities as a store owner under GDPR here: https://woocommerce.com/posts/the-gdpr-and-you-the-woocommerce-store-owner/

    Last, but not least, delete our user account once your interaction with us is done. This helps keep your website safe by limiting the number of users with admin access. Thank you!`

    We will be able to help you further there.

    Thread Starter Shadician

    (@shadician)

    4 years, 10 months ago

    Thank you. I have done as advised and logged a support request and shared a secure link with login info. Let me know if anything further is required to help you help us to resolve this issue! Thank you

    Sol J. a11n

    (@solstudioim)

    4 years, 10 months ago

    Hi @shadician

    Thanks for confirming!

    We will continue troubleshooting through our ticket system.

    I’ll close this thread for now!

Viewing 5 replies - 1 through 5 (of 5 total)

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