Technical Q&A

MirceaDanBiz · ‎12-04-2019

I have accidentally added 2 facebook pixels to my website and wanted to remove one of them. I looked up the information for deleting the facebook pixel, but the documentation says to go into theme.liquid and search the code in the <head></head> tag, but there is no facebook pixel code there. I have added the code through Facebook, not manually and I am using the venture theme.

Asgeir · ‎12-04-2019

I have the same problem. I changed pixel under preferences and thought that would be it. However, when I use the Facebook Pixel Helper extension to Chrome, I can see that both the new and the old pixel are firing. I've read tons of community posts here and they all say what you're explaining; that it's between the <head> </head> tags, but I cannot find anything there.

Obviously many have the same problem, and there's got to be a solution to this ...

Julie · ‎12-05-2019

Hi, @MirceaDanBiz and @Asgeir!

Julie here from Shopify Support.

Typically, merchants will only add one Facebook pixel to their store. To make this easier, Shopify allows you to enter your pixel ID in Online store > Preferences, rather than your theme's code. Once the pixel is added to your online store preferences, it will automatically track Facebook pixel standard events. You can view a breakdown of these tracked events here.

Are you using the Facebook Pixel Helper? This is a useful tool that will show you how many Facebook pixels are firing on your website. Is this how you're seeing multiple pixels? If so, are you using the Pixel Helper when viewing the frontend of your website, or are you using it while in the Theme Editor? For the most accurate results, it's always recommended that you use this tool while visiting your website outside of the Theme Editor.

If you're seeing an extra Facebook pixel you don't recognize, and it is not in your theme's code, the pixel was likely added through an app on your shop. For example, the Kit and Facebook Marketing apps will inject a pixel associated with your Ad Account; this pixel is only removed once the app is deleted from your store. In fact, it's quite common for apps to add pixels and I can definitely see how this could cause some confusion. Do you have either of these apps installed?

If you're still not able to determine where the pixel is coming from, feel free to share your store URL here; I'd be happy to use the Pixel Helper here on my end to see if we can determine where that extra pixel is coming from.

Looking forward to hearing from you!

Julie | Social Care @ Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog

Asgeir · ‎12-06-2019

Hi Julie,

Thank you for your reply and explanation. Yes, I'm using the Facebook Pixel Helper and using it when viewing the frontend of my website. I can see two pixels firing, i.e. the new one as well as the old one. Pls note, I replaced the pixel ID in Online store > Preferences, but not my theme's code. I have not used any apps that install pixels such as Kit or Facebook Marketing ... and I do recognise my old pixel number there in the Facebook Pixel Helper.

The problem is then, that I replaced the pixel ID and now both are firing according to the Facebook Pixel Helper. As far as I know, having two pixels firing could cause some inaccurate analytics... or so I've been told. I wonder then, how can my old pixel still be firing when I have replaced it by a new pixel ID in Online store > Preferences? It must be somewhere in the code then.

In another post here on the forum I saw that it should be in theme.liquid between <head> </head> tags, but I cannot find anything related to Facebook and the pixels between the head tags.

Do you have any idea how this could be solved?

Thanks again Julie for taking the time 🙂

Julie · ‎12-09-2019

Hey, @Asgeir.

Thanks for confirming that you're using the Pixel Helper.

If the pixel is not in your theme's code, then it really sounds like it's related to one of these apps; this situation is quite common and oftentimes, merchants will still have these apps installed, even though they aren't actively using them. Although you have not used Kit or Facebook Marketing, do you have either of these apps installed? You can confirm by heading into Apps in your Admin. Merely having the Facebook Marketing app installed, for example, will automatically add another pixel to your store. This can only be removed by completely uninstalling the app. You can learn more about how Facebook pixels are added through the Facebook Marketing app here.

Please let me know if either app is installed in your store!

Julie | Social Care @ Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog

Mego · ‎03-09-2020

Hi Julie, I have the same problem but I deleted the apps and the unwanted FB pixel is still there. Any suggestions?

Julie · ‎03-13-2020

Hi, @Mego!

Which apps did you delete and where are you seeing the extra Facebook pixel? Are you using the Pixel Helper? If you can pass along the link to your store, I'd be happy to use the Pixel Helper here on my end and take a look!

Looking forward to hearing from you.

Julie | Social Care @ Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog

Mego · ‎03-13-2020

Hi Julie,

Just solved it, so no problem! It was google tag manager that was causing
the issue. All solved now thanks!

anna-s · ‎04-30-2020

Hi Julie!

We are having a similar problem with our store (www.joandjax.com). We were having a lot of problems with our pixel firing twice at checkout, and I could not resolve the problem so I removed the pixel entirely to see if I could isolate where the problem was coming from. We have no pixel in our preferences, theme.liquid, checkout.liquid, etc. yet we STILL have our pixel firing on our website. I have checked every possible app and integration I can think of and I still cannot find it. We do not have any of the apps you listed installed. Would love if you could take a look, as this has been a huge headache.

Thank you so much!

- Anna

Julie · ‎05-04-2020

Hi, Anna!

Thanks for outlining the troubleshooting steps that you've already taken. Taking a look at your website, I'm also seeing that there is one pixel currently firing. Out of curiosity, is this the same pixel associated with your Facebook Ads account, or is it a different one?

While I'm unable to access your theme's code here on my end, another troubleshooting step I recommend trying is to preview a fresh, unedited version of your current theme; this would help us confirm that the pixel isn't hidden elsewhere in your code.

If you're still seeing the pixel, then this may be due to other third-party app scripts. In this case, I'd be happy to follow up with you via email to continue troubleshooting. Alternatively, our live support team can work with you to rule out each individual app you have installed using our internal tooling systems.

Let me know how that goes!

Julie | Social Care @ Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog

anna-s · ‎05-04-2020

Hi Julie!

This was really helpful, thanks so much for getting back to me. The pixel that is firing is the pixel that is currently associated with our ads account. I previewed the original version of our theme and the pixel did not fire, however in the very first customized version we have it did. I'm not sure if this means when our customization was done it was added somewhere, or if this was around the same time that we added an app that uses our pixel. I will reach out to the live support team and see if we can rule out the apps!

Thanks again for your help!

- Anna

eduard04 · ‎06-10-2020

Hi Julie, I'm having the same issue. I saw 2 active pixel on my store and i don't know what is the effect of it when I run Ads. Please check my store ebarleymona.com

Julie · ‎06-10-2020

Hey, @eduard04!

Thanks for sharing the link to your store. I'm also seeing two pixels firing on your website. To confirm, have you added your Facebook Pixel in Online store > Preferences, following these instructions? Also, have you added a pixel in your theme's code?

As mentioned above, if you're seeing an extra Facebook pixel you don't recognize, and it is not in your theme's code, the pixel was likely added through an app on your shop. Do you have either the Kit and Facebook Marketing apps installed? Both of these apps will inject a pixel associated with your Ad Account and this pixel is only removed once the app is deleted from your store.

Have you tried previewing an unedited theme to see if the extra pixel still fires there? You can do this in Online store > Themes and scrolling down to your Theme Library, where you'll see your unpublished theme. Next to any theme there, please select Actions > Preview. When previewing your theme, you'll be able to use your Pixel Helper to see if there are any duplicate pixels there.

If you do see the extra pixel still there, then this is likely related to an app. Let me know what you see in an unedited theme! It would also be helpful if you can let me know which apps you currently have installed so we can rule out any apps being the potential cause.

Looking forward to your update!

Julie | Social Care @ Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog

eduard04 · ‎06-11-2020

Thank you for your reply Julie, I cant remember that I added facebook
pixel, I might done it before but I couldn't remember?

I already remove Kit and check the unpublished theme Preview. I still saw
two Pixel.

Julie · ‎06-11-2020

Thanks for confirming, @eduard04.

I'd like to take a deeper look into this on my end and dig into some of the apps you have installed. I've just gone ahead and sent an email to the email address associated with your Community Forums account. Let's connect there so we can run through some further troubleshooting steps.

Chat soon!

Julie | Social Care @ Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog

Jimi1032 · ‎06-17-2020

Hello, thanks for the info on this thread.

If the code below sits in the "Additional Scripts" would this also mean that website purchases are double counted?

I'm seeing one unique purchase for every 2 website purchases in my reporting with the amounts initiated in checkout being accurate for the 2 sales.

fbq('track', 'Purchase');

</script>

Julie · ‎06-19-2020

Hey, @Jimi1032.

The only place your pixel ID should be is in the Facebook Pixel account section in Online store > Preferences. The Additional Scripts field in Settings > Checkout is intended to be used for any customizations that you'd like to have appear on the order status page of the checkout.

Adding your pixel ID in the intended field will automatically track the 6 standard events, including the Purchase event, which occurs when a customer completes a purchase and views the order status page in the checkout. Because the Additional Analytics field is meant for the order status page, this is very likely why you are seeing inaccurate data and why purchases are being counted twice.

Is there a reason why you added the pixel ID in the Additional Scripts field as well?

Julie | Social Care @ Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog

aludream · ‎08-12-2020

Hi, Julie,

I'm having the same issue. I saw 2 active pixel on my store.

I spend half hour to read all your conversation with those shopify friends about this issue

but I did not find solution

I do not mind if the pixel is from a app or not, whatever the second pixel is from, it does not matter

I only need to delete the second pixel

can you simple tell me how to delete the second pixel from shopify.

I ready shopify help document in this link https://help.shopify.com/en/manual/promoting-marketing/analyze-marketing/facebook-pixel#remove-faceb...

but there is no Facebook pixel code between the <head> and </head> tags

this is the problem that the first person who asked at beginning,

but no solution so far

aludream · ‎08-12-2020

by the way, my shop is a new shop, I did not install any app related to facebook, so I think my pixel is not from any app

aludream · ‎08-12-2020

and the second pixel is manually added by myself at preferences

, definitely the pixel is not added by a app, so I no need to uninstall any app

Technical Q&A

Removing 1 facebook pixel

Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Re: Removing 1 facebook pixel

Community Blog Articles

Shopify Community

Support

Shopify

Quick Links