Why is my ecommerce analytics not tracking sessions properly?

[emekayode]

I have noticed since February my shopify analytics have been significantly low and seem to not be tracking sessions anymore, for example today it has been stuck on 5 sessions even when I have been checking the site on incognito on multiple devices it does not seem to be capturing any information.

Is there something that has gone wrong? 

[Figjam]

I am having the same issue, my live counter is not working and shopify say I need to pay a developer to fix it!  I can see an active cart yet there is no register that there is an actual person on the site. 

[emekayode · Accepted solution]

I found the issue, its ever since they’ve implemented the new GDPR for cookies/collecting customer data, so in preferences go to customer privacy settings and if you have collect data after consent selected, make sure you enable the cookies banner. 

https://help.shopify.com/en/manual/privacy-and-security/privacy/customer-privacy-settings/privacy-se...

This link above also explains it all

[Figjam]

Thank you I’ll look at that in the morning. I did look at the cookies /data and see yes it’s probably caused my issue. Thank you for assisting. I’ll let you know how I go tomorrow! Cheers Jill 

[Figjam]

Hi, just wanted to say I have now fixed the issue thanks to your help. so very much appreciated. and I gave Shopify some feedback as their help desk team should be across this issue and how to resolve it.  They also recommended I engage an external shopify developer to fix it...and well the shopify admin area I was then advised was not modifiable be an external developer.  Semms to me the shopify help desk team need a fair bit of up skilling.

Any way thanks !  cheer Jill

[emekayode]

No problem, glad I could help

[Wilson05]

Can you maybe explain exactly wat you did step by step because I'm also having this problem for the past 3 days.

Thanks in advance!

[RyzeDigital]

Hi! 

Whenever I go to preferences, I don't see this setting even if I enable the cookie banner. 

[Shay]

Hi @RyzeDigital I'd be happy to help you with this!

End of January 2024 we made some changes to how you can manage customer data and allow customers to choose their level of privacy. If you are not using a third party app for your data collection then customers who do not directly opt into data collection using a cookie banner or other prompt are by default opted out. Enabling the cookie banner and collection of data prompt for your customers will give them the option to opt in. 

[FiFiD]

Thanks for this Shay - Im having this issue. Im in Aus - should I have hte cookie banner on for everywhere or only those countries its required? Am i right in saying that if for example - we had a vistor from Aus - there is no cookie banner then they are auto opted out right? 

[philiptod]

Hi, yes unfortunately I still have the same issue over 1 year later. I don't suppose you have experience in dealing with this issue and might be able to support? Thanks in advance

[Figjam]

Hi, my problems started when I enacted the cookies banner tool. It’s a while back now but I removed that action and then I could see my stats once more. It was a long time back so I don’t remember all the actions but basically I removed all cookies banner actions…I hope,this helps cheers Jill 

[philiptod]

Thank you so much for your response. I thought it may have been related to this but my concern is not being compliant with U.K Laws if I don’t have it set up. Do you have another solution? Thanks again

[lizettequist]

Hi, I have a danish webshop and I have the same problem with shopify analytics not counting sessions or show visitors live. I use a third party cookie banner with the new GDPR rules so customers can accept or decline. That is expected to reduce shown sessions with ab ouit 20 % because some say no. BUT mine dropped 80 % - I can not remove the cookie banner because it is requred to have it, so what can I do ?? And anyway I tried to remove it for a week and it did not solve the case, so I think there is a generel problem at shopify ?? Can anybody help ?  

[ErinAsh]

Same I hope to find the answer soon

[philiptod]

I'm the exact same. I've started countless conversations with shopify who don't take any accountability. I had 42 orders last week and 2 were recorded as converted sessions. The total sessions recorded by the store is at least 80% lower than before (similar to you). If you manage to get a fix, I'd greatly appreciate you updating this thread. I'm at the stage I'm going to look at moving away from Shopify as they're making no effort to try and resolve this.

[philiptod]

I’ve still not found a solution for this. Has anyone else managed to get a resolution?

thanks in advance

phil 

[FiFiD]

Hey Philiptod - did you get a solution to this?

[Rowan_fj]

I currently still have this issue no analytics whatsoever, its awfull and they didnt help me one bit i talked to 3 different shopify employees/support and they all clear the cache and say to wait a few hours but it doesnt do anything and then i can contact them again because they dont react anymore, i have a suspicion it indeed has to do with GDPR consent

[JasonatLanes]

I am right there with you Rowan. They do the exact same thing for us too. Their answer is to clear the cache but nothing ever changes. This has become a nightmare for me in trying to mange the site and track what is going on. Shopify has been NO help whatsoever. I even enlisted the help of a Shopify developer and they worked for over a week on it researching and then finally came back to me and said I would need to find someone else to help. They felt so bad that they didn't even charge us for their time. That spoke volumes to me. 

[sellerfetch_app]

Hey @emekayode and all,
I’m Jacqueline from Seller Fetch. We’ve built Seller Fetch, an analytics platform that centralizes your Shopify and marketing data in one place, making it easier to track your sales and marketing performance. 

You can sign up now for free while we're in beta. It might be just what you need to get those numbers aligned! 
Let me know if you need help for setting up!😊

[richardcobain]

If your Shopify analytics aren't tracking sessions properly, it could be due to a misconfiguration in your store settings or issues with your tracking scripts. First, check if your Online Store Preferences have the correct Google Analytics (GA) or Facebook Pixel integrations. Ensure no recent theme edits or third-party apps have interfered with the tracking code. Additionally, try clearing your site cache, updating your theme, and testing again. If the issue persists, reach out to Shopify support to investigate any technical glitches in your store's analytics system.