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woocommerce / facebook-for-woocommerce

A first-party extension plugin built for WooCommerce. Development is managed by Ventures.
https://woocommerce.com/products/facebook/
GNU General Public License v2.0
210 stars 137 forks source link

Catalog ID is missing #2241

Closed sukafia closed 2 years ago

sukafia commented 2 years ago

🔎 Isolate the bug

✍️ Describe the bug

A number of users are reporting getting the error Catalog ID is missing when setting up the Facebook for WooCommerce extension. This error appears to be returned when the "Return to WooCommerce integration" button is clicked.

I noticed Facebook/Instagram shop isn't supported in the countries of most of the affected users. Also, this issue happens when they try to reconnect the extension after disconnecting to fix a sync issue, etc. (it doesn't happen during the initial setup)

🚶‍♀️ Steps to reproduce

While I'm not sure of the exact steps, it appears to be:

  1. Setup Facebook for WooCommerce extension in a location Facebook/Instagram shop isn't supported
  2. Allow products to sync to Facebook
  3. Disconnect the extension and try to set it up again

Support requests

A user was able to resolve the issue by setting up the connection directly from Facebook using Facebook business apps.

rawdreeg commented 2 years ago

Thanks, @sukafia for this issue. We're currently investigating this. I just have a question:

Setup Facebook for WooCommerce extension in a location Facebook/Instagram shop isn't supported

Is this the WooCommerce location or is there a way to change location in FB?

sukafia commented 2 years ago

Thanks, @sukafia for this issue. We're currently investigating this. I just have a question:

Setup Facebook for WooCommerce extension in a location Facebook/Instagram shop isn't supported

Is this the WooCommerce location or is there a way to change location in FB?

Looks like it'd have to be both. The location in FB is based on the account country. So you may have to create a new FB account to test with.

rawdreeg commented 2 years ago

Thanks @sukafia

I was not able to reproduce this issue even after I successfully simulated an account using a location not supported by FB:

Screenshot 2022-07-05 at 16 25 33

I was able to trigger Could not retrieve Facebook Business Extension System User relatively consistently by triggering a connection error :

  1. Go to wp-admin > Marketing > Facebook and click Manage connection. You should land on a Facebook Business Extension settings page.
  2. Click the three-dots button next to WooCommerce Integration and click Uninstall in the dropdown and follow the prompts to disconnect.
  3. Go back to the store backend, and try performing a product sync. This will display an error notice, and upon attempting to reconnect, I get the Could not retrieve Facebook Business Extension System User.

Not sure if this is at all related. but I will keep looking into this. And you can share a recording of the error, that will be helpful.

Thanks

ericfri commented 2 years ago

I too received the Could not retrieve Facebook Business Extension System User error. The only way I was able to fix it was by deleting my catalog in Facebook and starting over. Once the catalog was removed, things went as expected.

rawdreeg commented 2 years ago

Thanks, @ericfri.

@sukafia could you check if the solution described by @ericfri works for you?

Thanks, R

budzanowski commented 2 years ago

I am closing this as it looks like Could not retrieve Facebook Business Extension System User is a solution, at least for the reconnection scenario. And since @rawdreeg had no luck in recreating the unsupported country scenario we don't have a way to proceed.

@sukafia Please reopen in case we will encounter other instances.