Facebook/Instagram failed publications

Our engineers have confirmed the Facebook channel is now resolved. Before republishing in the Facebook channel, please follow the below steps to disconnect Salsify and re-authorize Salsify within your Facebook app along with changing the channel settings if the previous workaround was used:

1. remove Salsify from the meta business dashboard
- log in to https://business.facebook.com > settings > on the left panel, select integrations -> associated apps
2. go to https://con-instagram-commerce.salsify.com/auth/setup_app and go through the authorization process
- please select the Set Up button for the specific channel after the authorization steps
3. go to the Salsify Facebook channel > Settings > ensure Export File Only is set to False

Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.

Our engineers are continuing to work through an issue which is causing publications to fail for the Facebook/Instagram channel.We continue working with Meta to restore service functionality.

As new workaround has been implemented to allow affected customers to create a CSV file through the channel and do a manual upload of all published data to the Facebook catalogs through https://business.facebook.com/commerce.

The below steps will need to be followed to enable the manual CSV creation in the Facebook/Instagram channel:

1. Go to the desired Salsify Facebook channel
2. Select Settings > Destination
3. Switch the 'Export File Only' field from 'False' to 'True'
4. Select 'Save'
5. Publish products per usual
6. Select the down button for the recent publish and select 'Download Product Data'

Once you have the CSV file, please go to https://business.facebook.com/commerce to find your related Facebook catalog.From there, you can follow the below steps to upload the CSV file:

1. Select the desired catalog
2. On the left hand side under 'Commerce Manager', select 'Catalog' > 'Products'
3. Select the green '+Add' button on the upper right hand corner of the window > 'Data File'
4. Select 'Upload from your computer' and upload the related CSV file
5. Select 'Next'
6. Select the currency under 'Default Currency' field and then select 'Upload'

Please reach out to Customer Support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.

Our engineers identified an issue that is causing any publications through the Facebook/Instagram direct connections to fail. The team is currently working to resolve this issue.

Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.