Troubleshooting Facebook and Instagram Connections

If you encounter problems while connecting your Facebook Page or Instagram professional account to SHOPLINE, this guide explains the most common causes and how to resolve them.

This article covers common connection issues, Facebook Page permissions, Messenger conversation control, and message delivery errors.

Prerequisites for Troubleshooting Facebook and Instagram Connections

Before troubleshooting connection issues, make sure that:

• You have completed connecting your Meta business account to SHOPLINE.
• Your Facebook account has Full Control permission for the Meta Business Portfolio and Facebook Page you want to connect. Refer to Meta’s official guide for how to add people to a business portfolio and assign a business asset.
• Your Instagram account is a professional account and is linked to the connected Facebook Page.
• You have been a Facebook Page administrator for at least 7 days.

If these requirements are met and the issue persists, refer to the troubleshooting sections below.

Facebook Page Doesn't Appear During Setup

If you cannot find the Facebook Page you want to connect during the authorization process, check the following.

Verifying Facebook Page Permissions

Make sure that:

• Your Facebook account has Full Control permission for the Facebook Page.
• The Facebook Page belongs to the Meta Business Portfolio you selected during authorization.

If you recently became a Page administrator, wait at least 7 days before attempting to connect the Page again.

Removing the Previous SHOPLINE Authorization

If the Facebook Page still doesn't appear, remove the previous SHOPLINE authorization and reconnect.

1. Log in to Facebook. 

2. Click your profile picture > Settings & privacy > Settings.

   

3. Under Your activity, click Business Integrations.

   

4. Locate Messenger by SHOPLINE.

   

5. Click Remove.

   

6. Return to SHOPLINE and reconnect your Facebook Page.

Facebook Page Connection Fails

If the connection process cannot be completed, check the following:

• Confirm that the correct Meta Business Portfolio is selected.
• Verify that your Facebook account has Full Control permission for all required business assets.
• Confirm that the Facebook Page has not already been connected to another SHOPLINE store.

If necessary, reconnect your Meta business account from Channels > Facebook.

Instagram Account Cannot Be Connected

If your Instagram account does not appear during setup or cannot be connected, verify that:

• The account is an Instagram professional account.
• The Instagram account is linked to the connected Facebook Page.
• Your Facebook account has permission to manage both the Facebook Page and Instagram account.

If you recently changed the account connection, wait a few minutes before trying again.

Message Sending and Receiving Issues in Message Center

If Message Center displays the following error, "Message failed to send because another app is controlling this thread now.", another application is currently the primary receiver for the Messenger conversation, preventing Messenger by SHOPLINE from sending or receiving messages.

Setting Messenger by SHOPLINE as the Default Routing App

To allow Messenger by SHOPLINE to send and receive messages:

1. Log in to Facebook.

2. Click your profile picture > Settings & privacy > Settings.

   

3. Under Audience and visibility, click Page setup.  

   

4. Complete the following settings:

   • Enable conversation control: Click Advanced Messaging, then click Edit next to Messenger by SHOPLINE (US) and enable Take control of conversations.
   • Set the default routing app: Click Messenger conversation routing, then click Set up under Default routing app and follow the on-screen instructions to set Messenger by SHOPLINE (US) as the default routing app.

   

5. Return to Message Center and send the message again.

Message Fails to Send

If Message Center displays the following error, "Message failed to send. Please try sending the message again.", the failure is usually temporary. Simply resend the message.

Frequently Asked Questions About Facebook and Instagram Connections

Q1: Why can't I find my Facebook Page?

Possible reasons include:

• You have been a Page administrator for fewer than 7 days.
• Your account does not have Full Control permission.
• The Page belongs to a different Meta Business Portfolio.
• A previous Messenger by SHOPLINE authorization needs to be removed.

Q2: Why can't I connect my Instagram account?

Possible reasons include:

• The account is not an Instagram professional account.
• The Instagram account is not linked to the connected Facebook Page.
• Your Facebook account does not have permission to manage the Instagram account.

Q3: Why can't Message Center send messages?

SHOPLINE may not currently control the Messenger conversation.

Set SHOPLINE as the primary Messenger receiver, then try sending the message again.