Are Shopify Analytics not working?

[Giftnius]

For the past few weeks I have noticed that my Shopify store is not registering/counting any visitors.. Regardless of what device I use, if it´s a friend who visits, a potential customer.... Nothing!! The only visitors that are registering/counting I guess are bots/crawlers and counts them as Computer Visitors. No Phone or tablet visitors, even though I've visited my own website from multiple devices and locations and asked friends to visit our website.

Shopify support is literally frustrating and worthless (regardless of the problem you have) you never get a direct answer or they just simply don´t know... and afterwards they offer you a paid app or something similar.

I hope someone can help us out or at least see if people are encountering the same issue.

[flareAI]

Hello @Giftnius,

It's flareAI - your Fully Automated Free Sales Machine here. We are helping Shopify merchants provide solutions for the last few years in Shopify Community.

If helpful, please consider Like and Accept solution.

Try to troubleshoot the issue.

You can follow the below steps to troubleshoot the issue.

1. Clear the cookies and cache of your browser and then reboot the browser and try.
2. Try a different web browser. For example: If you are currently using Google Chrome, login to your Shopify store using any other browser like Firefox and then try to install the Facebook Channel.
3. Try to login from an incognito window or private browsing window to rule out any browser issues.
4. Try another device, such as another computer or mobile phone.
5. Try to connect to some other internet connection. For example: Use network on a phone rather than wifi.

As this is specific to your Shopify dashboard, the best option is to get assistance from the support team.

If you found the answer helpful consider supporting the Shopify Community by giving it a Like + Accept the solution.

Gina
flareAI

[DJ-UK]

Hi Pedro

Im having the same problem.   

When I go to analytics reports it says I havent had a single visitor from UK  for weeks, but other countries are showing. This is  despite google analytics saying otherwise and we are in the UK and had sales.

I also a problem that conversions are not showing in each order.

Im not sure whats gone wrong but this seems to have been since the big the crash the week when admn was down.

I canot work out whats going on so have reported to support

[Giftnius]

Thank you for you reply DJ-UK,

I guess this is a problem on shopify´s side... I have had orders and still not counting visitors. Anyhow what surprises me is the lack of answers from shopify experts. I hope everything gets solved so we´ll have one less thing to stress about. 🙂

Pedro @Giftnius 

https://www.giftnius.com

[AmeliaCheng]

We are facing the same problem here. The most important thing is our auditor requested our report to provide the tax return immediately! I have asked Shopify and they said the issue has been occurred since October and I feel so ridiculous that Shopify still not fix this problem and they are still trying to sort out!

[aalkhanji]

same problem over here

no body knows the solution. Ive searched a lot on Shopify experts and Upwork but couldn't fix it.

[florindeloiu]

Did you guys get this fixed? Analytics are very very inconsistent, showing only 7-8 visitors when I have hundreds.

[Giftnius]

Hello  @florindeloiu,

We haven´t been able to fix this issue ourselves nor received any assistance from shopify... We are on the same boat! Having sales and no visitors... Ridiculous! If you ever come across any solution or we do, we´ll post it here.. Have a wonderful day!

[florindeloiu]

I've installed another app to track the visitors correctly. It would've been great to have it display correctly in the Shopify Analytics. I'm thinking that it has something to do with the themes we are using. Do you guys use a theme from Shopify Theme Store? 

[aalkhanji]

This issue started with us once we installed an external theme

[florindeloiu]

Exactly, I've used Shopify many times, always with a free Theme from their store. Now, I've bought a theme from ThemeForest and I have a lot of issues. For example connecting FB pixel and Google Tracking code didnt work automatically, I had to do it manually.

[Giftnius]

We are currently using the Prestige theme from Shopify´s theme store.. So I guess this issue affects both external and internal themes. Normally external themes use similar coding or have been modified to be imported and work with shopify. Anyhow I feel like regardless of the theme users/visitors should be counted since they have to pass through shopify´s servers. Anyhow, if we figure out a solution we´ll post it here.

[Giftnius]

If I were to guess the cause... I think the issue started when @Shopify updated to their v2.0 themes. We actually have a paid theme from the theme store (Prestige) with some tweaks done it and the theme itself is a v2.0 theme. On the previous version, the traffic was counted perfectly, but after the update everything got f**ed up!

[Glamhang]

Hello. I am sorry to hear about your problems. My store has also suffered the same issue with no answers. It is desperate. May I ask which app you use to get the correct data. I can't even get the correct info from GA since this happened and all my tags are installed.

[Giftnius]

Hello @aalkhanji,

No answers on our end... I requested help from Shopify but no solutions... Instead they will offer you some payed app. Hope you get it fixed and if you ever do, please share with us how did you manage to get it resolved!

[ashleyyxaa]

Having the same problem. It started on Dec.31.

No data is showing in the analytics dashboard while I run Google Ads. 

I reached out to support and was first told that updates may take up to 48 hours, but the issue has persisted for over 48 hours already.

Then I sent a screenshot of my Google Ads data showing around 50 clicks were made from Dec.31 - Jan. 1 throughout the days. He tried his best to tell me there was nothing wrong with the data by giving me a screenshot of the total store session from Dec.31 to Jan.01, which showed 47 visits at 8 am EST on Dec.31 from the US (I'm located in Canada and my ads are running solely in Google Canada.)

How is this making any sense? 😅

If anyone comes across a solution or we have solved the problem, we will post it here.

[Giftnius]

Makes no sense at all... I feel your stress and disappointment because we are still going through the same situation. Anyhow, we reached to our theme developers and they told us that it has nothing to do with the theme itself. Perhaps on Shopify´s end but still no solutions.

[Cjeers]

I am experiencing the exact same issue, and it's been quite frustrating. In fact, I had to disable my Facebook ads because the pixel is also failing to track any data. Have you managed to find a solution to this problem? No any help from the shopify support.

[TraininDay]

I am having the same issue, thinking of turning my ads of as well as it's tracking nothing in the UK.

We are based in the UK and it's affecting all the data massively, we should have around 1000-1500 daily visitors and it only shows 20-50 daily sessions from other countries.

The issue happened on the 26th Jan and last 8 days and it sorted it's self out and now the issue has come back again and been active for almost 2 weeks. Can't keep running the business like this not knowing if it's going to track or not.

Is it worth creating a new shopify store and using different theme etc?

NO HELP FROM SHOPIFY SUPPORT AT ALL, COMPLETELY USELESS!

[Glamhang]

Hello. I have also had the same issue since Nov 22 when I changed theme. It was from and external theme to a paid Shopify theme on 2.0. Like you, both Shopify and the theme developer are claiming ignorance and no responsibility. I hired a specialist in who could not give me answers. I have a minimal visitor count, no record of visitors from the UK where 99% of my sales are, and no data on my conversion funnel. Mine has also affected my Google Analytics weirdly which is suddenly not reporting anything either despite all my tags being correct. Are there any external apps we can use to get our data whilst we find a fix?

[paulbalu · Accepted solution]

Hello @Giftnius @ashleyyxaa @ashleyyxaa @TraininDay @Cjeers !

One of the shops I was working in also had the same problem. 

It went back to normal when I changed the "collect after" setting in the Shopify Customer Privacy section to "collect after "which led to data disruptions. They had this setting without a Cookie app/GDPR theme. 

You can find this setting in preferences. 

Check if that's an issue for you too and let me know! 

[Glamhang]

Thank you @paulbalu. That is the issue for sure!! 

[jipikito]

You saved my life on this one! Shopify support useless on this. Thank you!! Also, Shopify should warn users that this will be the behaviour once you choose the option...

[BazarCerere]

Can't find the options in the setting. Can you tell exactly where i find it? Thank you

[boundbyhand]

Online store > Preferences > Customer Privacy. 

Under 'Choose when marketing and analytics data is collected for customers from the EEA and UK' click 'collected after consent'. 

Make sure you've installed a privacy & compliance app - I used Ultimate GDPR EU Cookie Banner

Analytics will now track EU & UK visitors if - and only if - they click to consent to cookies. 

[hardjelly]

Thanks, that was the issue with me too

[Rhian_Jones]

Hi, im having this issue but the 'collect after' box does not exist in my admin area. Im guessing it may have been removed since this post. No Uk visitors or EU visitors are being shown.

[Melizafashion]

Same, did you find a solution to this?

[PetCompanyX]

I have the exactly same issue, but there is no "collect after " option anywhere in my admin.

[RaduCatruc]

With the latest GDPR thingy, that setting had disappeared now. I can't see any of the customers from the UK. Do you have any updates on the way i can manage to get the data back on the graph please?

[FiFiD]

Hey guys - I have this issue now since a theme update - but this option is now gone from setting? Any tips?

[Mhester]

I have the same problem, counting no visitors and it's such a crucial time of the year. Have reached out to Shopify support for weeks now and no help. Tryed to follow the steps with the cookies but didn't do anything. Anyone another solution? 😞

[Linda30]

Same Problems since 3 Weeks 🥺

[Mhester]

The steps of @boundbyhand helped! >

Online store > Preferences > Customer Privacy. 

Under 'Choose when marketing and analytics data is collected for customers from the EEA and UK' click 'collected after consent'. 

Make sure you've installed a privacy & compliance app - I used Ultimate GDPR EU Cookie Banner

Analytics will now track EU & UK visitors if - and only if - they click to consent to cookies.