Facebook-Meta not seeing AddToCart or Purchase events

[Gary_Looft]

I have the Facebook & Instagram app installed at my Shopify store. The correct pixel is selected and everything looks good there. Over in Meta Ads it's saying

AddToCart events weren't received in the last 7 days

and

Purchase events weren't received in the last 7 days

There definitely have been sales every day.

So, the Facebook app in Shopify is saying all looks good and Meta Ads says it's not. If the app installs all of the tracking stuff, what's going on?

[DaisyVo]

Hi @Gary_Looft 

From my knowledge, this discrepancy often happens due to tracking or configuration issues between Shopify, the Facebook & Instagram app, and Meta Ads. Here are steps to diagnose and resolve the problem

1. Verify the Pixel Connection in Meta Ads Manager

• Go to Events Manager in Meta Ads and check if your pixel is active. Even though Shopify says it's good, there might be a syncing issue on Meta’s end.
• Look at the pixel's diagnostic tab. It may show errors or warnings that need to be addressed.

2. Ensure Correct Pixel is Installed

• Double-check that the exact pixel ID from Meta Ads Manager matches the one installed in Shopify. Sometimes, selecting the wrong pixel during setup can create mismatches.

3. Test Events with Meta's Pixel Helper

• Install the Meta Pixel Helper Chrome extension and visit your store.
• Add items to the cart and complete a purchase to see if the events (e.g., AddToCart, Purchase) are firing. If they’re not, it could mean the pixel code isn’t placed correctly.

4. Check for Event Deduplication Issues

• If you’re using additional apps or scripts that track events, they might be conflicting with the Shopify Facebook app.
• In Meta Ads Manager, go to Events Manager > Settings, and enable Automatic Advanced Matching to reduce tracking discrepancies.

5. Enable Enhanced Ecommerce Tracking

• Go to Online Store > Preferences in Shopify, and ensure Enhanced Ecommerce tracking is enabled. This boosts tracking accuracy for purchase events.

6. Check Browser Restrictions

• Some browsers (like Safari) block third-party cookies, which can interfere with tracking. Implement the Conversions API (CAPI) through Shopify to send server-side events directly to Meta.

7. Monitor Events Over 24-48 Hours

• Even after fixes, Meta Ads might take some time to process events. Keep testing and reviewing logs for updates.

If the issue persists after these steps, it’s worth reaching out to Meta support to confirm if there’s a backend issue on their side.

Hope this can help

Best regards,

Daisy

[J_mah]

Hi Gary_looft,

Thanks for your query.

As you have connected the correct pixel properly and suddenly stopped working it must be technical Bug from the app. Not tracking the purchase and add to  cart event surely indicates that.

Sometimes it happens for specific website  while working for others but the reason is unknown to everybody in terms of using facebook and Instagram App.

To get rid of this issue, consider Google Tag Manager GTM to configure meta pixel and conversion API. It is more reliable and accurate tracking then any other apps for long run.

Configuring the meta/facebook pixel and conversion API consists of a few steps:

1. custom Datalayer to push events in GTM and track the events dynamically

2. configuring the GTM browser and server event and connect GTM with the website

3. facebook pixel tag creation triggering all pages

4. server container setup for conversion API with server URL

5. Datalayer variables configuration to send with event as parameter ( item name, item id, value, currency, order id, name, email, FBC cookies, FBP cookies, external ID and so on)

6. creating trigger for each event to fire when users take action

7. Tag for each event and assign the variables and trigger to fire 

Hopefully it clears you the process.

Feel free to ask if you have any questions.

Thanks

[J_mah]

Hi Gary,

Thanks for your query.

As it was working but not working for the last 8 days and not sending the add-to-cart and purchase event it indicates a clear technical error from the app.

From My experience, I personally and many of my clients had the same issue. I talked with meta but no solution. It frequently happens with many shopify websites while working for others.

To get rid of this issue, consider using Google Tag Manager GTM to configure meta/facebook pixel and conversion API. GTM is more reliable and accurate than any other apps in terms of tracking e-commerce events.

Further more GTM enables us to setup both browser side and server side tracking/conversion API with first party domain which helps to bypass all tracking cookie block, ad blocker.

Feel free to ask if you have any questions.

Thanks

[J_mah]

Hi Gary,

Thanks for your query.

As it was working but not working for the last 8 days and not sending the add-to-cart and purchase event it indicates a clear technical error from the app.

From My experience, I personally and many of my clients had the same issue. I talked with meta but no solution. It frequently happens with many shopify websites while working for others.

To get rid of this issue, consider using Google Tag Manager GTM to configure meta/facebook pixel and conversion API. GTM is more reliable and accurate than any other apps in terms of tracking e-commerce events.

Further more GTM enables us to setup both browser side and server side tracking/conversion API with first party domain which helps to bypass all tracking cookie block, ad blocker.

Feel free to ask if you have any questions.

Thanks

[J_mah]

Hi Gary,

Thanks for your query.

As it was working but not working for the last 8 days and not sending the add-to-cart and purchase event it indicates a clear technical error from the app.

From My experience, I personally and many of my clients had the same issue. I talked with meta but no solution. It frequently happens with many shopify websites while working for others.

To get rid of this issue, consider using Google Tag Manager GTM to configure meta/facebook pixel and conversion API. GTM is more reliable and accurate than any other apps in terms of tracking e-commerce events.

Further more GTM enables us to setup both browser side and server side tracking/conversion API with first party domain which helps to bypass all tracking cookie block, ad blocker.

Feel free to ask if you have any questions.

Thanks

[sanjnalal]

Hi Gary_Looft, 

Here's what I suggest: 

Use the Shopify Pixel helper to check if it is tracking events. From your Shopify admin, go to Settings > Customer events. Click the custom pixel that you want to test. Click Test to open the custom pixel on your website for testing. Visit each page you want to test and review the Pixel helper dialog to ensure that the event was successfully subscribed to and that the callback function was successful.

Then as other users have suggested, Install Meta Pixel Helper chrome extension to check if the pixel events are being processed and received by Facebook.

Lastly, go back to Facebook Ads Manager: After adding a Meta pixel to your online store, use Facebook Ads Manager to verify that the pixel is working. You may need to wait for customer activity before any data is displayed.

If this goes unresolved, I highly recommend using another app. The Facebook App on Shopify has the issue you have mentioned in your question a lot. You can check out Meta / Facebook Pixel by Nabu (it's free). The same app offers features exclusively meant to track facebook related events (tracking multiple pixels at once, pixel data analytics, creating new pixels within the dashboard, iOS 14+ tracking, etc). Also, if you run into any issues, there is a dedicated 24/7 support team as well. 

[sanjnalal]

Apologies. You have to verify and test the pixel in events manager on fb.