Facebook Pixel Error: Server External ID Not Matching to Pixel External ID for Purchase Event

lorenzopohl
Shopify Partner
19 1 12

Hi there,

I know this is more on the facebook site but i hope someone can help me since i am not getting the same data in shopify than i get in facebook for my ad campaigns.

The Facebook Pixel says there is this error on the purchase event:

lorenzopohl_0-1623855854638.pnglorenzopohl_1-1623855869425.png

 

 

Any ideas on how to fix this problem and if this is related to my facebook ads data not showing up correctly in the marketing section in my shopify account?

 



Replies 67 (67)
KorbLtd
New Member
2 0 3

Hey, I have the exact same problem here since the 09/06/2021 and I have looked every where online for this and there is no response online nor from the facebook team. I believe it's a bug from the facebook channel in Shopify. I really hope it will be fixed quickly

Benny2002002002
Tourist
8 0 4

same here i am getting the same message since June 10th. Today I get the same message but for ATC, IC, view. I dont know what to do.

AdsSupport21
New Member
1 0 3

Having the same issue here too - just suddenly appeared and using the Facebook integration with Shopify so assuming this is a glitch that they're working to resolve? Screenshot 2021-06-18 at 09.23.33.png

windmillkey
Tourist
5 0 1

Same here! Getting this since yesterday. I'm using the Shopify <> Facebook integration (see screenshots below).

@ Team Shopify, how can I/we resolve this?

 

 

Screen Shot 2021-06-18 at 12.55.10 PM.pngScreen Shot 2021-06-18 at 12.54.53 PM.png

Andrew_Sihan
New Member
3 0 5

Same problem here since 15.06.2021. Integration was fully made through Shopify Partner.

 

Could some employee from Shopify notify about this general alert which is increasing day by day ?

 

Andrew_Sihan_0-1624014377885.png

 

junhanaff
New Member
2 0 1

I'm having the same issue as everyone under the diagnostics tab.

Additionally is anyone else having this "inactive" message showing under the "Connected Partners" section? I have no idea why there are 3 of them too when I only have 1 shopify website connected.

junhanaff_0-1624022765137.png

 

Kashop
New Member
1 0 0

Hi we are getting the same error from 17/06/2021 too! Infact for us, sales have crashed almost in unison with this pixel problem.

We started the external Id matching and got a subsequent error that server side external Id has errors. Shopify says this is not going to be handled by them ... So just confused and waiting ...

Has anyone experienced the same? 

Screenshot_20210618-192458_Slack.jpg

JacobNC
New Member
2 0 1

Experiencing the same issue with all 8 events that Facebook has required since the IOS 14 update. I recently changed over from my custom javascript installation of the Facebook pixel to the Facebook Marketplace integration. Initially it was just duplicating events which Facebook was able to deduplicate inside the Events Manager, but now we're being flagged.

I'm going to send this over to our Plus Representative as well to see if there's anyway to accelerate the process.

Snag_989d6aa1.png

okimaslatt
New Member
6 0 0

Having the same problem, just started on 6-16 for me. Haven't seen anyone offer a fix yet sadly

kyleedarcy
Tourist
4 0 1

I am having the same issue.  I believe it is causing terrible reporting accuracy in Facebook Ads Manager (less than 50% of my purchases that I know are attributed to Facebook are being reported in Ads Manager).  This is obviously a catastrophe for our ROAS and ultimately our sales.  I hope Shopify presents a solution soon!

Benny2002002002
Tourist
8 0 4

Updated! Yesterday I have contacted shopify online chat. They said I might have installed apps from the third party that tracks the data. I used to use trackify and I 

uninstalled it 3 months ago. They said they will look into it and fix it for me. There were 7 errors yesterday and today I checked 4 error are fixed but there are still 3 errors left that need to be fixd. I believe

it is a shopify bugs. I urge everyone to contact shopify online chat to get the problem fixed as this seems like everyone is getting it.

filipcibicek
Excursionist
23 0 11

Yes! The inactive part was also in one of my errors, I disconnected and reconnected and it seems to be active now. The pixel errors are still there though.

filipcibicek
Excursionist
23 0 11
Paul_Tsiavlis
Tourist
3 0 2

Having the same issue. Just reached out to Shopify and got the following response:  The screenshots you have provided me with confirm that what you are currently experiencing is an active issue that our developers are currently investigating to see what our default values for this are and if this is expected to be sent from Shopify's integration for conversion API. Once our team confirms this, we will be able to confirm if this falls under Shopify's scope of support. After we close this chat I will loop in our technical support team, and they will reach out to you via email as soon as they can with more information.

mediacom
Tourist
4 0 2
Having the same issue, appeared like 2 weeks ago. Shopify store with FB implemented Pixel trough their app. Can't say for sure if it has impacted results, but definitely more unstable, appears to be not matching on all of my events VC,ATC, IC, PUR. Looking around on other forums and found a reddit forum talking about it, let's see if there is a solution I will update if I can find one.
 
Reddit Support Forum:
 
PIC here:
Screenshot - 2021-06-19T011128.663.png
mediacom
Tourist
4 0 2

UPDATE> Shopify and Facebook have identified this issue and are looking at a solution.

Shahrukhz
Tourist
4 0 2

Thanks for letting us know.

Keep us posted when you get to hear any further latest update from the team.

Willtuner121
New Member
2 0 0

Thank you to let us know, hope it could be fix soon

lorenzopohl
Shopify Partner
19 1 12

Hi guys, 

 

I got an update from the support, this is what they say so far. I will keep you updated:

 

"This is an update with regards the issue with your purchase event data which relates to the facebook error message that you've previously sent to my co-advisor. Our developers are currently investigating what our default values for this are and if this is expected to be sent from Shopify's integration for conversion API. Once they confirm this, they will be able to confirm if this falls under Shopify's scope of support

 

 

We've checked on your facebook setup and it was done correctly. In able to help with the investigation, you can confirm with us if you've connected the same Pixel ID to your Shopify and Facebook dashboards. You can confirm by sending us a screenshot of the fb error message showing your Pixel ID as well. If you have any custom code/scripts/Apps that implement the Pixel - it wouldn't part of our scope of support anymore.

 

About the marketing campaigns done outside your shopify admin, our technical team have confirmed that it's a known behavior as our marketing section would only show campaigns that were created within your shopify admin.

 

Surely, we'll monitor on your reply here so we can take further action with our developers and do our best to sort things out. :)"