Shopify Analytics Not Counting the Visitors from Instagram/Facebook Ads

[onurkirimli]

Hello everyone,

Everything was normal until 2 days ago. All of a sudden, I started to realize Shopify is not showing me all the visitors in the analytics yesterday, especially coming from my Instagram and Facebook ads. I did not change any setting. Can you please help me fix this? Also, please let me know if you are experiencing the same issue so I know I am not the only one :((

Thank you very much in advance,

[Maximillian]

I am having the same issue with my site not showing visitors or sessions from Google ads. Google will say that I have had 30 clicks and my site will show 2-3 visitors or sessions. This is a new issue as everything was working great last month. I only noticed the issue after restarting the same ads campaign that I was running a month ago after pausing it for a couple weeks. Everything was working perfectly a month ago, and now, after unpausing the campaign last week, there are no visitors or sessions being shown in Shopify even though Google is showing, and I am paying for, clicks. I have contacted Shopify and they told me it was a normal discrepancy between systems, and everything was working correctly on their end. I disagreed and stated that it was perfect last month and now it is missing the vast majority of visitors, but to no avail. They said they would mention the issue to the developers, as I am using Dawn theme. I hope this issue can be resolved soon as it makes it very difficult to track performance. I have 2 stores that both run Google ads and I have never seen this large of a discrepancy before. Just seems way too far off.

[Maximillian]

I have also cleared my cache, and tested my own ads by clicking on them, and they work fine. They take me to the correct page and do not load slowly. I have used several different devices and browsers. They still do not show up as visitors or sessions on my store.

[onurkirimli]

Hello Maximillian,

Thank you very much for your reply. It’s so relieving to know we’re not alone and in the same boat. I happened to face what exactly you have been through. First, I contacted Shopify and got the same answers, of course to no avail. After that, I contacted Facebook and they were thinking about it was an issue with Shopify. Plus, I did the same tests as you and my ads were working perfectly fine too. I also got it confirmed by Facebook just to double check. 

[onurkirimli]

I still cannot figure it out. Were you able to solve the issue 😞

[Maximillian]

No I have not been able to solve it. I updated my theme to the newest version thinking that maybe the version I was using had an issue. I was only one update behind though, but I figured it could not hurt to try. It still has not solved the issue though. Still not showing visitors from my ads.

[PPL]

Hi people, I believe I found the solution. First of all, we've been having the same issue. Our site sessions dropped 92% from one day to the next which regardless of whatever has happened with ads and such is just such a difference that there must be an issue with the analytics.
It seems that Shopify made an update to the "Customer Data Collection" https://changelog.shopify.com/posts/customer-data-collection-update 
In Shopify I went into the "online store" then to "Preferences". Then scrolls down to "Customer Privacy". For us it was automatically set to "Collection after consent". After switching it to "Collected before consent" it seems that the analytics is counting visits normally again. 

While I find this update weird and don't think it should be that the analytics don't work if "collected after consent". It seems that this was the issue. 

I hope this helps you out!

[onurkirimli]

Hello PPL,

Thank you for your reply! However, I hate to say that it was not a fix to my problem as I had this option “collected before consent” all along. 

[Bonjour31]

Hi, I have the same problem. And like everyone, the shopify """""expert"""" told me it was "a normal discrepancy between google and shopify" when i explicitly said the ads came from facebook/meta.

Meta showing 100 visits, shopify 28. I don't know where they get lost in the meantime because if meta records them it means they indeed land on the website ? But the performances and add to carts seem to match that 28 number, meaning catastrophic performances. And it's been going on for days so i cut most of my ads to now this.

What I changed that could potentially be the problem ("activity history" in the parameters) :
-stuff with the cookies
-adding a new product 
-modifying the theme.

I don't have anymore clue of what would cause this issue.