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Hi there @snirchum

Thanks for sharing the error log:

In the wp–>facebook log I got this message:
“An FBE installation does not exist for the business with ID chumbani or you do not have permission to see it”.

That is clear that you don’t have a proper install here. So I’d like to get more information first so we can offer accurate troubleshooting steps later on.

Next Steps

• Please let me know what is version of Facebook for WooCommerce installed on your website?
• Please navigate to this page: Marketing > Facebook > Connection and click Manage Connection

If you’re connected to Facebook, you’ll be redirected to Facebook. Could you please take a screenshot of the page? The page will look like this below:


Link to image: https://d.pr/i/BJjCCi

I recommend https://snipboard.io for sharing screenshots – please follow the instructions on the page, then paste the URL in your reply.

Look forward to your reply!

Hi there @snirchum

So the version we are using is 2.2.0. Is it good?

The latest version is 2.5 and there has been a lot of improvements made.

I’d strongly suggest you to update it.

I clicked Manage Connection – and was redirected to facebook to the exact screen you shared (:

Ok cool that’s expected.. Could you please take a screenshot of the page?

I’d like to see what Business Manager, Pages, Catalog, Pixel, Commerce account you’re connected to.

It could be that because you use an outdated version of the plugin, the old FBE installation is no longer active/broken.

Hi @snirchum

It seems that you need to reconnect, from the screenshot you’re really connected to the Business Manager chumbani, but might have been broken.

Can you please try this to reset the connection and reconnect:

• Open your WordPress admin to: https://<site_url>/wp-admin/options.php
• Search for wc_facebook_external_business_id in the list, and adjust the value to something like: chumbani-shop
• Navigate back to the Plugin settings page at: Marketing > Facebook
• Click Disconnect, wait for the page to reload, and click Get Started to run through the connection process once again.

Let me know how it goes.

Hi @snirchum

This looks to be the same as before, you’re still connected to the same Business Manager account.

Can you confirm that is the correct and only account that you are connecting to?

Also, have you updated all other plugins on your WordPress site?

Can I ask you to reach out to us directly at WooCommerce.com and include the link to this forum thread so we can continue from there, please?

Thanks,

Hi @snirchum,

Can you let me know your username on WooCommerce.com please? I wasn’t able to find an account with the username snirchum.

I can then take a look at what is happening on your account.

Thanks!

Hi @snirchum ,

Thanks, I was able to locate your account. I see that we sent verification emails to you a few hours ago. Could you please check your email and click on the verification link in the mail we sent?

Once the account is verified, you should be able to access the support area on WooCommerce.com.

Do let us know how that goes and if you need any further help from us.

Hi @snirchum,

Sorry for the trouble. Could you try to log out at WordPress.com then log in again? I logged in as you and was able to access the Support page now.

Let us know how it goes.