We’re having a synchronization issue between our website and our Instagram catalog. We’ve made price changes on our website, but they’re not updating for all the products in our Instagram catalog. We don’t understand why this is happening, as some prices have synchronized successfully and others haven’t. Especially since everything on our back-office product sheets is up to date. Despite a product synchronization restart from the WooCommerce website, the prices on the website and in the Instagram catalog are still not the same.
Can you try disabling any cache plugins, clearing the cache and reconnecting the plugin, and then re-syncing the products?
If the prices are still not being updated, please share the System Status report, and the latest facebook_for_woocommerce log (located under WooCommerce > Status > Logs) using PrivateBin to help us further troubleshoot the issue.
Have you noticed any patterns in the products that aren’t syncing? For example, is it just Variable/Simple products, and is the Commerce Manager dashboard showing any issues with the products?
Can you also share a few examples of the products that are syncing, and the ones that aren’t?
Additionally, please check if these products are being updated via the “Facebook Product Sync” section on the product page.
4. We noticed that you are using Hotjar as well, and its scripts could be causing a conflict with the Meta Pixel setup. Can you disable it temporarily, and try reconnecting and retesting the sync then?
We reviewed the product you mentioned on your site and Instagram store, and it appears that it has been added the store multiple times (at different prices):
Are you using any additional Data Sources to upload the products to your catalog? If so, this might be causing the items to duplicate and therefore leading to the inconsistency in pricing. You can see all of the Data Sources through the Commerce Manager > Catalog > Data Sources tab.
If you are not using any additional sources, it might be best to remove and re-sync all of the items. Here’s how:
Go to WooCommerce > Status > Tools, and click the Facebook: Delete all products from your Facebook Catalog button.
Wait for the products to be completely removed from your catalog
On the WooCommerce > Status > Tools page, click on Facebook: Reset connection settings, then reconnect to your page
Sync the products from Marketing > Facebook > Product Sync tab
If you are dealing with a small number of duplicated items (and aren’t using additional sources to upload them), you can do the following:
Run the Facebook: Reset connection settings job and re-establish the connection to your page
Exclude the product from the sync via Bulk actions
Remove the conflicting items from the catalog
Re-include the products in the sync via Bulk actions
Re-sync the products from the Marketing > Facebook > Product Sync tab
Please let us know if this fixes the issue, or you need further assistence.
Hi @amandinepauliatdiagram – just wanted to follow up here and check if you have had the chance to try out the solutions I provided in the previous message?
Since we haven’t heard back from you in a while while, we will be marking this issue as resolved. Please feel free to reach out again, should you have any further issues with the plugin.
Kind regards, Marija
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