Troubleshooting

Events not showing in the dashboard

If you don't see events in the dashboard, check the following:

1. Web Pixel active? Go to Shopify Admin > Settings > Customer Events and make sure ShopiPixel is shown as "Connected".
2. Check time range: Make sure the correct time range is selected in the dashboard. By default, the last 24 hours are shown.
3. Clear cache: Open your store in an incognito window and navigate through a few pages. Events should appear after 1-2 minutes.
4. App version: Make sure the app is up to date. Uninstall and reinstall the Web Pixel if necessary.

The tracking debugger shows you whether events arrive successfully for each platform.

Platform shows "Connection Error"

If a platform reports a connection error, it's usually due to invalid or expired API tokens:

1. Check token: Go to Settings > Tracking and verify that all fields are filled in correctly.
2. Renew token: Some platforms (e.g. Meta) have tokens with limited validity. In this case, generate a new token in the respective ads manager.
3. Permissions: Make sure the token has the required permissions (e.g. "Conversions API" for Meta).
4. Save again: Sometimes it helps to re-enter and save the credentials.

Events not arriving at the advertising platform

If events appear in the ShopiPixel dashboard but not in the advertising platform:

1. Delay: Some platforms show events only after 15-30 minutes. Wait a bit.
2. Send test event: Use the test function in the Meta Events Manager or the corresponding platform tool.
3. Event Match Quality: In the ShopiPixel Health Dashboard, you can see the EMQ per platform. For Meta, you can also check the EMQ in the Events Manager. ShopiPixel automatically sends all available parameters for optimal matching.
4. Deduplication: ShopiPixel uses automatic deduplication. If you have both browser pixel and server-side events active, duplicate events are automatically removed.

Events received but not processed

If the platform receives events but does not correctly attribute or process them:

1. Google Ads — Enhanced Conversions method: Under Goals > Settings > Enhanced conversions for web, the method must be set to "Google Ads API". If "Google Tag" is selected, events sent via API will not be processed.
2. Google Ads — Conversion action: The conversion action should be marked as "Primary" so it's used for Smart Bidding. Additionally, the Google Data Processing Terms must be accepted.
3. LinkedIn — Conversion type: The Conversion Rule must have the type "Conversions API". Rules with other types cannot receive API events.
4. Microsoft Ads — Conversion Goal: A Conversion Goal must exist and be linked to the UET Tag. Without a Goal, events are received but not used for reporting or bidding.
5. General — Token permissions: Make sure the API token has the required write permissions and has not expired. For Meta and TikTok: Check if the token is still valid.

Detailed guides for each platform can be found under Platform Setup.

Purchase events missing

Purchase events are primarily captured via Shopify Webhooks:

1. Check webhook status: Go to Shopify Admin > Settings > Notifications > Webhooks. ShopiPixel should be registered there.
2. Test order: Create a test order in your store and check after 2-3 minutes if the Purchase event appears.
3. Reauthorize app: Uninstall and reinstall ShopiPixel to re-register the webhooks.

Dashboard not loading or is slow

1. Clear browser cache: Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) for a hard refresh.
2. Try another browser: Some browser extensions can interfere with the app.
3. Narrow time range: A smaller time range (e.g. "Today" instead of "Last 30 days") loads faster.

Order limit reached

When you reach the order limit of your plan:

• You'll be notified at 80% via email and in-app banner. At 100%, the notification is always shown. You can disable 80% notifications in the overage settings.
• Option 1: Upgrade plan -- Switch to a higher plan with more orders and features
• Option 2: Activate overage -- On paid plans, you can activate overage (tiered by plan, e.g. $13 per 1,000 orders on Scale plan). All overage prices can be found on the Pricing page

More about this under Billing.

Cart events not appearing in Meta

In Webhook-Only mode, cart events (AddToCart) cannot be sent to Meta because Shopify cart webhooks do not include customer data. Meta requires at least one user identifier (email, phone, IP or click ID).

1. Purchase and checkout events are not affected — these contain full customer data from Shopify
2. Solution: Enable Dual-Track mode in your Tracking Settings. The Web Pixel captures browser cookies and click IDs for cart events
3. TikTok, Pinterest, Snapchat and GA4 still receive cart events in Webhook-Only mode — only match quality is lower

Pixel shown as inactive

The dashboard displays a banner indicating that the web pixel is not sending events.

1. Check ad blockers: Browser extensions can block the web pixel. Test in an incognito window without extensions.
2. App embed enabled? Check in the Shopify theme settings under App Embeds whether ShopiPixel is enabled.
3. Theme compatibility: Some third-party themes do not load app embeds correctly. Contact the theme developer.
4. Consent banner: If your consent banner rejects tracking by default, the pixel will not send events. Check the consent configuration.
5. Automatic protection: ShopiPixel automatically detects the outage and switches to Webhook-Only so no data is lost. Once the pixel works again, Dual-Track mode is automatically restored.

Offline deal not showing up on the platform

A captured deal was accepted by ShopiPixel but doesn't appear, e.g., in Meta Events Manager.

1. Lookback window checked? Meta only accepts deals from the last 7 days, Snapchat also 7 days. For older deals use Google Ads (90 days), TikTok (180 days), Microsoft Ads (30-day default goal window) or LinkedIn (90 days).
2. No match despite existing email: Click-ID matching only works if ShopiPixel saw a form_submitted event with the same email within the last 90 days (LeadCapture table). Without a click ID AND without a prior contact, the platform cannot attribute the deal to a campaign.
3. Credential invalid: Open Settings > Tracking and verify the platform is marked as "Connected". For OAuth platforms (Google Ads, Microsoft Ads) the refresh token can expire — follow the "Reconnect" button.
4. Match-feedback icons: ✓ sent = successfully dispatched, ⚠ skipped_too_old = outside lookback, ○ not_configured = platform not connected, ✗ error = temporary failure (retry in progress), ⏳ pending = dispatch currently running.
5. Enterprise plan active? Offline deals are exclusively available on the Enterprise plan. Check your plan under Billing.

Full walkthrough incl. form-field naming tips: Offline-deals guide.

Event trigger does not fire

You configured a custom event with a trigger, but nothing appears in the live-events feed.

1. Trigger type matches your setup? click triggers read only element IDs (id="..."), not CSS classes or selectors. form_submit triggers read only the name attribute (<form name="...">). For more complex conditions use the Shopify webhook mapping or the Flow Action.
2. Platform mapping set? Only platforms with a configured event-name mapping receive the custom event. Check wizard step 2 (per-platform mapping) and consider "Apply smart defaults to all".
3. Consent granted? The trigger only fires if the visitor has granted marketing consent (Shopify Customer Privacy marketingAllowed=true).
4. Webhook mapping: If you mapped Shopify webhook topics (orders/create etc.) to custom events, verify under Event Triggers > Webhooks that the topic is correctly mapped.
5. Flow Action setup: In the Shopify Flow Action you must pick the custom event from the dropdown — afterwards an App-Bridge-embedded config page appears. Without a selection, the workflow sends nothing.

Step-by-step instructions for the wizard: Event-trigger guide.