[HELP] Visitors not tracked by Shopify system!

Technical Q&A

Topic summary

Multiple Shopify store owners are experiencing a critical analytics tracking failure where visitor counts have dropped dramatically (80-90%) despite actual traffic continuing normally. The issue began appearing 1-2 weeks ago for different users.

Key symptoms:

  • Shopify dashboard showing drastically reduced visitors (e.g., 800/day → 20/day)
  • Google Analytics also affected, showing minimal sessions
  • Ad platforms (Google Ads, Facebook Ads) still reporting normal click volumes
  • Only direct traffic or post-cart sessions being tracked
  • Conversion rates appearing artificially inflated (20% vs normal 2-3%)

Root cause identified:

  • The {{ content_for_header }} code in theme files has been modified or corrupted
  • Specifically affects “monorail and trekkie events on page loads” (Shopify’s tracking scripts)
  • Often occurs after theme updates or switches

Potential solutions:

  • Check if {{ content_for_header }} has been commented out or modified in theme.liquid
  • Contact theme developer to restore unedited version
  • Shopify acknowledges this as a known bug they’re addressing
  • Some users report the issue self-resolved after several days

Current status: Ongoing issue for many users, with Shopify support providing inconsistent responses. Some cases resolved, others still waiting after 3+ weeks.

Summarized with AI on October 25. AI used: claude-sonnet-4-5-20250929.
21

We have the same “trekkie.storefront” issue and commenting out and replacing the string of {{ content_for_header }} is not working.

Even if we install a clean theme, that trekkie code is still there.

Anyone find a solution to this issue?

1 Like
22

Hi, same problem here. how did you fixed it ? Thank you.

23

Hey I am having the same issue. How did you get it resolved?

24

Have you found a solution for this problem, if you did are you able to assist me with it please, because I am struggling with the same issue now

25

I’m having the same issue, I tried to edit the code but still no luck. You can check here. Can you please suggest the solution? My work is held up.

26

I have the same issue, I suspect this happened after shopify suggested to migrate to GA4 using the Google channel app, which itself had issues couple days ago, anyone has a solution to this ? im not seeing the comment_for_header code either…

27

For more context, migrated to GA4 per shopifys email couple days ago, app didnt work, was told to wait it out, and finally able to conect google account + GA4 property within the app.

Then all of a sudden yesterday, traffic tracked by shopify pretty much dropped to zero, but on facebook, i’m still seeing clicks, so the ads are running as usual.

Old GA is consistent with Shopify in that it is not showing traffic either, tried to goto my store using another device, and it’s not being tracked real time either on Shopify or Google, until I clicked add to cart, then Shopify and old GA’s is showing real time tracking as usual…

Would really appreciate some help

1 Like
28

Hello,

we also have this problem, from yesterday 9:00 a.m. CET traffic dropped. Also the conversions are less than the orders we had yesterday.

29

Considering how old this thread is and how many issues are going on, I’d recommend starting another thread to better describe your problem and get Shopify’s attention.

1 Like
30

I am having the exact same issue. Shopify is not reporting traffic (apart from add to cart and checkout). If I browse the site, on my phone, or other computer, no traffic is shown in Shopify.

As of yet, I’m completely stumped by what’s going on.

Does anyone know if Shopify has acknowledged this as an issue?

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31

can you guys recall what changes you or any third parties have done recently ? I’m trying to work out what the trigger of the issue might be.

32

Still got the same issue

33

same here started 2 days ago, I modified all my ads thinking its a problem with the link there, and spoke 2 a service person on Shopify who told me to check my domain provider … wasn’t that either… so yeah very strange what is happening hope they are coming with a solution soon,

can I use something else as analytics, is it reliable? also are the ads affected by this?

34

Same here.started 2 days ago! What can we do? Support was not at all helpful!

1 Like
35

got a second phone call from Shopify, after having a hard time making the operator (second one) understand the issue… and a long wait (for checking stuff … ), told me a tech team is dealing with this situation and that they are aware of it, I am going to get a reply/explanation after they’ll fix it …

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36

Really wish I had an answer for you. Google analytics isn’t reporting
accurate data either. Shopify support completely useless. Im not sure if my
ads are affected but I feel like they might be.

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37

exactly same problem here !

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38

Same problem here! An obvious drop since the 14-15th of March (Google Search Console and other analytics show more clicks than Shopify internal stats).

Contacted support and had a very hard time explaining the problem, but they assured me that the issue was forwarded to the main tech team.

It feels like this issue can be connected to another one that appeared a few days prior - countless URLs with [email removed] slug added to the google index. As WPM stands for Web Pixels Manager, there’s a chance that they messed something up with analytics while trying to fix it.

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39

Did they tell you if this affects sales?

40

They were very unhelpful and incompetent :disappointed_face: Gave me some basic answers about natural discrepancies that could occur in different analytics tools, and that’s about it. I emphasized the importance of this issue and asked them to forward the chat log to the team who’s actually in charge of such things.

Two very huge issues in one week and zero communication from them, it’s really disappointing

1 Like