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Catalog sync errors prevent products from being pushed to Meta, which blocks SPM, MPM, and Whole Catalog message formats from displaying accurate or any product data. Most sync errors have a clear root cause visible in the product’s error detail and a straightforward resolution path that does not require engineering involvement.

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What this covers

  • How to identify which products have sync errors
  • The most common error types and how to resolve each
  • How to trigger a re-sync after fixing the root cause
  • When to contact support

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Step 1 — Identify the failing products

1

Open the Catalog module

Go to Catalog in the Galantis dashboard. The main view shows aggregate sync status counts — the number of products with SYNCED, PENDING, and FAILED status.
2

Filter by FAILED status

Filter the product list to show only products with FAILED status. This gives you the scope of the issue — a handful of isolated failures versus a wholesale failure across many products at once.
3

Open a failing product

Click into an individual FAILED product and navigate to its sync status detail. The error detail shows the specific reason Meta rejected or failed to process this product during the push.
4

Identify the pattern

Review several FAILED products if there are multiple. Look for a common error type — a single root cause affecting many products at once (e.g., a token expiry) has a different resolution path from isolated per-product failures (e.g., individual image format issues).

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Common error types and resolutions

Symptom: Individual products with FAILED status. Error detail references image format, image size, or image validation.Cause: Meta requires product images to be JPEG or PNG format and at least 500×500 pixels. Images that are a different format (WebP, GIF, AVIF), are below the minimum dimensions, or have a corrupted file will fail the Meta push.How to resolve:
  1. Identify the affected product in Catalog → [Product Name] → Error Details
  2. Open the product in Shopify Admin → Products and update the product image to a JPEG or PNG file that meets the minimum 500×500px requirement
  3. Save the product in Shopify — this triggers ProcessShopifyProductUpdatedJob automatically, updating the image record in Galantis
  4. The next SyncMetaCatalogJob run will re-attempt the Meta push with the updated image
You do not need to manually trigger a re-sync for individual image fixes — the Shopify product update webhook handles it automatically.How to avoid: When adding product images in Shopify, use JPEG or PNG format at a minimum of 500×500px. Shopify’s image optimizer may convert formats, so verify the final stored format if images are uploaded via third-party tools.
If many products have image failures, run a bulk image audit in Shopify before triggering a manual re-sync. Fix all image issues first, then trigger one manual sync rather than multiple incremental re-syncs.
Symptom: A sudden spike of FAILED status across many products simultaneously — products that were previously SYNCED are now FAILED with no corresponding changes in Shopify. The pattern affects many products at once rather than isolated items.Cause: The Meta Catalog access token has expired or been revoked in Meta Business Manager. All catalog push attempts fail at the authentication layer before any product data is evaluated.How to resolve:
  1. Go to Settings → WhatsApp Connection and check the Meta Catalog token status
  2. If the token is shown as expired or invalid, click Reconnect and go through the Meta OAuth flow to issue a new token
  3. After reconnecting, trigger a manual sync from Catalog → Shopify Sync → Sync Now to re-queue all FAILED products for the next Meta push cycle
A token expiry causes all products to show FAILED simultaneously. Do not attempt to fix individual products while the token is invalid — all attempts will fail. Reconnect the token first, then re-sync.
How to avoid: Check the Meta Catalog token status periodically, especially before high-traffic campaign periods. A token that expires during a sale or launch period will prevent catalog-based messages from displaying correct product data.
Symptom: Individual products with FAILED status. Error detail references a missing field — typically title, price, or image.Cause: Meta requires a minimum set of fields for a product to be accepted into a catalog. Products missing a title, a price, or at least one image cannot be pushed.How to resolve:
  1. Open the FAILED product in Catalog → [Product Name] → Error Details and identify the missing field
  2. Open the product in Shopify and add the missing information — a product title, a variant price, or a product image
  3. Save in Shopify — the products/update webhook fires automatically and updates the Galantis record
  4. The next Meta sync cycle will include the now-complete product
Common missing field scenarios:
  • Draft products that were synced before their data was complete — ensure products are fully configured before they enter the catalog sync pipeline
  • Products with variants that have no price set (price = 0 or price = null) — verify all variant prices are correctly set in Shopify
Symptom: Campaigns or automations using SPM or MPM templates show message send failures. The error references a product that no longer exists.Cause: A product was deleted from Shopify after a template was built referencing it. Galantis received the products/delete webhook and removed the product from its catalog, but the template still references the deleted product ID.How to resolve:
  1. Identify which template is referencing the deleted product — check Templates for SPM or MPM templates and review their product section configurations
  2. Update the template to reference an available, SYNCED product
  3. Resubmit the template for Meta approval if the product change requires a new approval (it typically will for SPM templates where the product is part of the approved template structure)
  4. Once the template is re-approved, update any campaigns or automation Action Nodes that reference it
How to avoid: Before deleting a product in Shopify, check whether it is referenced in any active templates. If it is, update the templates first before deleting the product.
Symptom: Many products remain in PENDING status for an extended period without moving to SYNCED or FAILED. The sync job appears to not be running.Cause: SyncMetaCatalogJob may not be running as expected — a queue backlog, a stopped Horizon worker, or a job failure that is preventing the queue from processing.How to resolve:
  1. Trigger a manual full sync from Catalog → Shopify Sync → Sync Now to force a re-queue of all pending products
  2. If the manual sync also does not process the products within a reasonable time, contact Galantis support — this indicates a queue or job processing issue that requires engineering investigation
What to check before contacting support: Confirm the issue is genuinely PENDING for longer than expected, not just a brief queuing delay for a large catalog. A store with thousands of products may take 10–20 minutes for an initial push to complete.

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Triggering a manual re-sync

After fixing the root cause of sync errors, you can accelerate recovery by triggering a manual sync:
1

Fix the root cause first

Ensure the underlying issue is resolved — images updated in Shopify, token reconnected, missing fields added — before triggering a re-sync. Running a re-sync before fixing the root cause will produce the same failures.
2

Open Shopify Sync

Go to Catalog → Shopify Sync and click Sync Now.
3

Monitor sync progress

Products will move from FAILED or PENDING to SYNCED as the Meta push completes for each one. Monitor the aggregate status counts in the Catalog view to confirm progress.
4

Verify the previously failing products

After the sync completes, confirm the previously FAILED products now show SYNCED status. Any that remain FAILED have a different or additional issue — review their error details individually.

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Verifying catalog token health

The Meta Catalog token is a common failure point that is easy to check proactively:
  1. Go to Settings → WhatsApp Connection
  2. Locate the Meta Catalog token status
  3. Confirm it shows as valid and connected
  4. If it shows as expired, disconnected, or invalid — reconnect immediately
We recommend checking the token status before any catalog-dependent campaign launch and as a first step whenever catalog sync issues appear.