URGENT: Meta Pixel Not Working – No Updates from Shopify for 2 Weeks

[jhcglutx]

Hello, Shopify Team & Community,

I have been facing a critical issue with my Meta Pixel, which is preventing me from running any ads to my Shopify store.

I first contacted Meta Support, and after a thorough investigation, they confirmed that the issue is not on their end—it is a Shopify-related problem.

I reached out to Shopify Support almost two weeks ago, and despite following up daily, I have received:
- Zero updates on progress
- No timeline for resolution
- No transparency from the technical team

Meanwhile, I am still being charged full Shopify fees, despite my store being essentially invisible to potential customers. I have repeatedly asked for a rough estimate on when I can expect a fix, but Shopify Support refuses to provide even a general timeframe.

This is unacceptable. I need immediate answers on the following:
1. When will this issue actually be addressed? I have been told "the technical team is looking into it," but with zero updates, I have no confidence that it is being handled at all.
2. Why has there been no timeline provided? A rough estimate (even days or weeks) is better than complete silence.
3. What compensation will Shopify offer for the time my store has been non-functional for advertising? I am paying for a service that I cannot properly use.

I am posting here because standard support channels have not provided any meaningful updates. I expect a real response—not a generic “we appreciate your patience” message.

Please escalate this issue to someone who can provide real information. I am happy to provide further details, but I need a concrete answer now.

Looking forward to an actual response.

A.R.

[J_mah]

hi jhcglutx,

Thanks for your query.

If you are using facebook and instagram to track the events for pixel then you should change another decision.

According to Meta live support member you should not rely on single pixel and a Apps. you should keep 2 pixel connected to your shopify website simultaneously. 

One pixel should be connected with facebook and instagram app and another one with Google Tag Manager with both meta pixel and conversion API setup.

then you can switch between these 2 the best performing pixel.

feel free to ask if you have any questions.

Thanks