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Facebook for WooCommerce - Access Token keeps expiring #962

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Hashtag1975 opened this issue Apr 20, 2019 · 40 comments

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@Hashtag1975
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commented Apr 20, 2019

Hi,

I have installed the Facebook for WooCommerce plugin however, it is not working as expected.

I have just 103 products that need to be synced with Facebook and Instagram but I can't get this to work. I am therefore unable to display my products and take advantage of all that Instagram shopping has to offer.

Steps taken to install the Facebook for WooCommerce plugin as follows:

  1. Navigate to https://hashtagdeals.co.uk/wp-admin/plugins.php and locate the plugin.

  2. Click on the settings link and navigate to the Facebook for WooCommerce Business Settings PopUp box.

  3. Work my way through the setup procedure (Facebook Page, Facebook Pixel, Your Products, and Ad Setup). Some of the information seems to populate automatically as I am logged into my Facebook account on another browser tab. The 103 products are also displayed in the background of the Your Products page.

I return to the plugin on the WooCommerce page here https://hashtagdeals.co.uk/wp-admin/admin.php?page=wc-settings&tab=integration&section=facebookcommerce# and I am shown a message that reads as follows:

Your API key is no longer valid. Please click "Settings > Advanced Options > Update Token".

I goto settings as instructed and see the following message:

Your access token, which is used to keep your products synced with Facebook, needs to be updated.

I then press the update token button and am then show the following message:

Your access token has been updated

I return to the Plugin at https://hashtagdeals.co.uk/wp-admin/admin.php?page=wc-settings&tab=integration&section=facebookcommerce# and am shown a message that says as follows:

Your API key has been updated.
Please refresh the page.

I do as instructed and refresh the page. I am then shown the following message:

Your API key is no longer valid. Please click "Settings > Advanced Options > Update Token".

I then enter a loop of repeating the above steps until I have no hair left !!!

I have been advised by the WooCommerce support team that you require the following:

Facebook Page: https://www.facebook.com/hashtagoffers/
Wordpress version: 5.1.1
PHP Version: 7.2.17
WooCommerce Version: 3.6.1
Facebook for WooCommerce Version: 1.9.10
Product count: 103
Product type: Trainers / Sneaker (nothing too complicated)
There are no duplicate SKU's in my system.

A list of other plugins as follows:

Akismet Anti-Spam Version: 4.1.1 (NOT ACTIVATED)

Contact Form 7 Version: 5.1.1

Datafeedr API Version: 1.0.98

Datafeedr Comparison Sets Version: 0.9.26

Datafeedr Product Sets Version: 1.2.34

Datafeedr WooCommerce Importer Version: 1.2.35

Facebook for WooCommerce Version 1.9.10

GDPR Cookie Consent Version: 1.7.6

Hello Dolly Version 1.7.1 (NOT ACTIVATED)

Jetpack by Wordpress.com Version 7.2.1

Limit Login Attempts Reloaded Version: 2.7.4

Woo Title Limit Version: 1.4.4

WooCommerce Version: 3.6.1

WooCommerce Menu Cart Version: 2.7.4

WooCommerce Services Version: 1.19.0

WooCommerce Square Version: 1.0.37

WooCommerce Stripe Gateway Version: 4.1.16

WP Super Cache Version: 1.6.4

Yoast SEO Version: 11.0

Please advise further.

Regards

Chris

@CKGrafico

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commented Apr 20, 2019

seems #948 948

@lolfert

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commented Apr 20, 2019

Same issue here, it's driving me insane.

@Loretta11

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commented Apr 20, 2019

me too. I'm going crazy with this plugin. I dont want my client to swap to shopify to take advantage of this shopping feature on instagram. This is error message I get on two seperate integrations. One with a small catalogue and one with a large. Your API key is no longer valid. Please click "Settings > Advanced Options > Update Token".

@Adam-Y5WF

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commented Apr 21, 2019

I am having exactly the same issue. Grateful for any suggestions or support.

@Loretta11

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commented Apr 21, 2019

how do we get help with this. It would be good to be able to link a woocommerce shop catalogue but it just doesn't seem to want to

@jameskim0903

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commented Apr 22, 2019

Automated Support Message

Hello,

Thanks for your interest in our plugin! Our developer team tries to provide personal support on GitHub whenever possible.

If you have a feature request or feedback for the developers, reply with Feature Request or Feedback.
If you are a developer or have a question for the developers related to code, reply with Developer Question.
If you are running ads with us, reply with Advertiser.

If you have encountered a bug or a problem with the plugin, keep reading for information that can help you resolve the issue yourself or provide us details we need to help you.

Search Existing Issues

First, please search our issues to see if your problem has been reported before.
There may already be a workaround or a solution to your problem. You can use the search bar near the top of our issues page. Be sure to search both open and closed issues.
If you do find a similar issue, leave a comment on that issue instead of creating a new one. Your comment helps us prioritize which existing issues are important and urgent.

Common Resolution Methods

If you are experiencing a problem or bug and have not found any similar issue, please try the following:

  • Upgrade to the latest version of the plugin
  • Try to Resync products using the button on the plugin config page
  • Reset the plugin by selecting Manage Settings > Advanced Options > Delete from the configuration page of the plugin and setting up again
  • Try deactivating other plugins that you think may be interfering, then reset and set up again

Necessary Information

If the above steps did not help, please provide the following information in your next comment in order for us to debug your problem:

  • WooCommerce version
  • WordPress version
  • Plugin version (please note: we only support up-to-date versions of the plugin)
  • A screenshot of where you see the problem (for example: if it is on Facebook, provide a screenshot of Facebook, if it is on WooCommerce, provide a screenshot of WooCommerce. You can provide multiple screenshots if the problem relates to different screens.)
  • The URL of your website
  • The URL of your Facebook Page
  • The URL(s) of where you took your screenshot(s)
  • If applicable, detailed steps you took in order to see the problem

Please include Debug Ready in your reply so our automated system can note your issue for manual review. Please be aware that due to a high volume of issues, we may not be able to respond immediately.

Response Time

We prioritize issues with the tags Advertiser or Multiple Reports.
For issues that have the tags Debug Ready, Feature Request or Developer Question, we aim to respond within 30 days.

If you have not responded to our automated message with one of the above phrases, such as Debug Ready, we may close your issue after 30 days. If a Feature Request is inactive (without new requests, messages or pull requests) for 6 months, we may close it.

Please note that we are not always able to provide support for issues related to interaction from other plugins with this plugin or related to the Facebook advertising interface. To get support related to Facebook ads, try visiting the Facebook Ads Help Center.

For more information on our response times, visit Facebook Support on GitHub.

Thank you,
The Facebook Dev Team

@Hashtag1975

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commented Apr 22, 2019

Multiple Reports

Debug Ready

Hi,

I have installed the Facebook for WooCommerce plugin however, it is not working as expected.

I have just 103 products that need to be synced with Facebook and Instagram but I can't get this to work. I am therefore unable to display my products and take advantage of all that Instagram shopping has to offer.

Steps taken to install the Facebook for WooCommerce plugin as follows:

Navigate to https://hashtagdeals.co.uk/wp-admin/plugins.php and locate the plugin.

Click on the settings link and navigate to the Facebook for WooCommerce Business Settings PopUp box.

Work my way through the setup procedure (Facebook Page, Facebook Pixel, Your Products, and Ad Setup). Some of the information seems to populate automatically as I am logged into my Facebook account on another browser tab. The 103 products are also displayed in the background of the Your Products page.

I return to the plugin on the WooCommerce page here https://hashtagdeals.co.uk/wp-admin/admin.php?page=wc-settings&tab=integration&section=facebookcommerce# and I am shown a message that reads as follows:

Your API key is no longer valid. Please click "Settings > Advanced Options > Update Token".

I goto settings as instructed and see the following message:

Your access token, which is used to keep your products synced with Facebook, needs to be updated.

I then press the update token button and am then show the following message:

Your access token has been updated

I return to the Plugin at https://hashtagdeals.co.uk/wp-admin/admin.php?page=wc-settings&tab=integration&section=facebookcommerce# and am shown a message that says as follows:

Your API key has been updated.
Please refresh the page.

I do as instructed and refresh the page. I am then shown the following message:

Your API key is no longer valid. Please click "Settings > Advanced Options > Update Token".

I then enter a loop of repeating the above steps until I have no hair left !!!

I have been advised by the WooCommerce support team that you require the following:

Facebook Page: https://www.facebook.com/hashtagoffers/
Wordpress version: 5.1.1
PHP Version: 7.2.17
WooCommerce Version: 3.6.1
Facebook for WooCommerce Version: 1.9.10
Product count: 103
Product type: Trainers / Sneaker (nothing too complicated)
There are no duplicate SKU's in my system.

A list of other plugins as follows:

Akismet Anti-Spam Version: 4.1.1 (NOT ACTIVATED)

Contact Form 7 Version: 5.1.1

Datafeedr API Version: 1.0.98

Datafeedr Comparison Sets Version: 0.9.26

Datafeedr Product Sets Version: 1.2.34

Datafeedr WooCommerce Importer Version: 1.2.35

Facebook for WooCommerce Version 1.9.10

GDPR Cookie Consent Version: 1.7.6

Hello Dolly Version 1.7.1 (NOT ACTIVATED)

Jetpack by Wordpress.com Version 7.2.1

Limit Login Attempts Reloaded Version: 2.7.4

Woo Title Limit Version: 1.4.4

WooCommerce Version: 3.6.1

WooCommerce Menu Cart Version: 2.7.4

WooCommerce Services Version: 1.19.0

WooCommerce Square Version: 1.0.37

WooCommerce Stripe Gateway Version: 4.1.16

WP Super Cache Version: 1.6.4

Yoast SEO Version: 11.0

Please advise further.

Regards

Chris

@Hashtag1975

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commented Apr 23, 2019

Hi Guys,

I reached out to WooCommerce regarding this issue and this is what they have said:

Hey Chris!

We do not have access to be able to troubleshoot the issue, however, I have sent up a flare with the partnerships team asking if there's anyone we can contact to get more eyes on it from Facebook.

Have a good one!
Jesse - WooCommerce Support

@marito158

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commented Apr 24, 2019

Same issue

@kayladavidson

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commented Apr 24, 2019

This is a repeated issue, nobody is answering the questions.... I cannot get my store to go live with products, though the pixel is tracking activity. I've been trying for 6 days now.

https://business.facebook.com/MCBDshopusa
Wordpress 5.1.1
Woocommerce 3.6.1
15 Products
Simple physical products
No duplicate skus
No custom plugins to my knowledge

@Hashtag1975

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commented Apr 24, 2019

So many people experiencing the same issue and zero support from Facebook at this time.

@kayladavidson

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commented Apr 24, 2019

So many people experiencing the same issue and zero support from Facebook at this time.

I opened a facebook support ticket here, I think if we dump hell on them maybe they will do something:

https://www.facebook.com/business/help/?mail_sent

@Hashtag1975

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commented Apr 24, 2019

The WooCommerce developers seem to have a way of speaking to the Facebook development team so it might be worth dropping them an email at this address help@automattic.com

Good luck !!

Chris

@kayladavidson

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commented Apr 24, 2019

The WooCommerce developers seem to have a way of speaking to the Facebook development team so it might be worth dropping them an email at this address help@automattic.com

Good luck !!

Chris

I contacted WooCOmmerce first and they told me to contact fb here or on fb support. FYI

@Hashtag1975

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commented Apr 24, 2019

Hey all,

I just received this update from WooCommerce.

AJ (Automattic)
Apr 24, 18:14 UTC

Hi there Chris,

Our contact at Facebook told us yesterday that they were aware of this issue for other platforms, but did not know that it also was affecting WooCommerce. They told us that the development team at Facebook have started working on a fix last week.

I have reached out to our Partnerships team to let them know that this is still an ongoing issue with more users impacted.

Best,

AJ
Happiness Engineer @WooCommerce.com

@gregamer

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commented Apr 25, 2019

Same issue here! Must say I'm very disappointed with FB to leave such issues in ignorance for so long. Though FB will be more self-initiative since they're making money out of it!
I hope it's fixed soon. In the meanwhile I just might look for another plugin.

@arzu-poolie

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commented Apr 25, 2019

Hi everyone, I have the same issue - already tried some of the tricks online but nothing works for me. Is there going to be an update of the plugin? Did someone announce a date where the new update is going to be released? This bug concerns a lot of users as I've seen in many github threads.

Does anybody have a solution yet or even a workaround until the issue is being fixed by FB?

@kayladavidson

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commented Apr 25, 2019

Hi Everybody!

Good news - I received a reply from FB after submitting a support request yesterday (withing 2 hours of my request I'M IMPRESSED). They requested a screencast replicating the repeating access token expiry, which I sent to them just now.

You can contact them here: https://www.facebook.com/business/help/?mail_sent

More to come as I hear back from them. :)

@Hashtag1975

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commented Apr 25, 2019

Nice one Kayla and thanks for the update.

Have a great day !

Chris

@gregamer

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commented Apr 25, 2019

@terrorfall

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commented Apr 25, 2019

Same issue here

@yinghec

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commented Apr 26, 2019

Hey Folks, this is a known issue to Facebook, and our team is working to fix this.

Thanks

@Hashtag1975

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commented Apr 26, 2019

Hey Yinghec,

Are you part of the Facebook team ? If so, can you confirm when we can expect a fix for this ?

Regards

Chris

@kayladavidson

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commented Apr 26, 2019

I received a confirmation via email that they are reviewing my screencast recording...

@Hashtag1975

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commented Apr 26, 2019

Thank you for the update Kayla.

Regards

Chris

@Hashtag1975

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commented Apr 26, 2019

Hey guys,

Following the update from KaylaDavidson above, I thought I would attempt the token renew process again and to my absolute amazement, IT WORKS !!!

I'd be interested to know if it works for anybody else. I didn't have to update the plugin or anything which suggests the issue must have been with Facebook as opposed to the actual plugin.

Regards

Chris

@Aprilhead

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commented Apr 26, 2019

API error dissapeared for me too. Dont know how the product syncing will go though.

@kayladavidson

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commented Apr 26, 2019

Hey guys,

Following the update from KaylaDavidson above, I thought I would attempt the token renew process again and to my absolute amazement, IT WORKS !!!

I'd be interested to know if it works for anybody else. I didn't have to update the plugin or anything which suggests the issue must have been with Facebook as opposed to the actual plugin.

Regards

Chris

I just tested it and it worked for me as well!

@Hashtag1975

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commented Apr 26, 2019

Products started to show up in Facebook almost as soon as I updated the token. I didn't have to do anything else.

Kayla - I think it was your email to Facebook that did the trick so thank you !!

@gregamer

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commented Apr 26, 2019

@kayladavidson

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commented Apr 26, 2019

WOOTWOOT Now let's make some money!!!!

Products started to show up in Facebook almost as soon as I updated the token. I didn't have to do anything else.

Kayla - I think it was your email to Facebook that did the trick so thank you !!

@Adam-Y5WF

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commented Apr 26, 2019

@jameskim0903

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commented Apr 26, 2019

Merging with #944

@ViolentCrumble

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commented Apr 26, 2019

woot thanks guys! seems to be syncing.. syncing does seem to be taking ages though and i only have 11 products.. all the images showed up on facebook right away but not all the colours and sizes.. so far its been syncing for around 15mins... unsure if i need to keep this window open..

either way this is progress so thanks heaps!

@CKGrafico

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commented Apr 27, 2019

working 🔥

@arzu-poolie

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commented Apr 29, 2019

It works for me too, but I've noticed that the FB Shop now displays products which were created as drafts. This isn't the way it should be. For example I'm having 127 products online in the shop, FB shows 152 products (published and draft ones) in the FB shop tab. Is there anything I can do about this so it only shows the products which were published?

Thanks in advance!

@gregamer

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commented Apr 29, 2019

@Loretta11

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commented May 3, 2019

I have managed to upload the catalogue from woocommerce website to facebook and my products are showing up in the facebook shop. My problem now is I've connected my facebook business account to the instagram business account but nothing is showing in the business menu. On another site I tried there was a products link in the menu with catalogues showing from which you select one, then it said it had to be approved. but on this one the catalogue is showing in the facebook shop but nothing showing up on Instagram business menu. I've searched high and low to troubleshoot this and tried everything but nothing is changing. Does anyone know what is happening here.

@volmerf

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commented Jun 28, 2019

I still have this issue. Anyone else knows how to fix this?

@volmerf

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commented Jun 28, 2019

Seems it has to do with an ad-blocker doh!

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