Need Help - Clarity not connecting after Shopify install

Technical Q&A
,
1

Hi everyone,

I hope someone can kindly help me with an issue I have been struggling with for a while.

I have installed Microsoft Clarity on my Shopify store multiple times but unfortunately the dashboard keeps taking me back to the “Getting Started / Install” page and never connects. I have tried my best to fix it by reinstalling, clearing cache, using incognito mode and enabling App Embed in Shopify theme settings but nothing has worked so far.

I would really appreciate if anyone could guide me in the right direction.

image
image1901×967 183 KB

2

Hey @lata233
Step 1: Check App Embed is ON

Go to:
Shopify Admin → Online Store → Themes → Customize → App embeds

Find:
Microsoft Clarity

Make sure:

Toggle is ON
Click SAVE
Step 2: Confirm correct theme is active

Go to:
Shopify Admin → Online Store → Themes

Check:

The theme you are editing is the LIVE theme

If not Clarity will not track visitors properly.

Step 3: Remove duplicate installs

Go to:
Online Store → Themes → Edit Code → theme.liquid

Check if Clarity script exists.

If yes:

Make sure it is NOT duplicated
Only one installation method should exist
Step 4: Verify Clarity project connection

Go to Microsoft Clarity dashboard:

Check Project ID

Ensure:

Shopify app is connected to the SAME project ID

Mismatch = stuck on Getting Started

Step 5: Test if script is firing

Open your website in:

Incognito mode

Then:

Browse a few pages

Wait 5 15 minutes and check Clarity dashboard for active session recording.

Step 6: Disable blockers : important

Make sure:

Ad blockers are OFF
Brave browser shields are OFF
Tracking protection is disabled

These block Clarity from working.

Step 7: Wait for sync

After fixing:

Wait 10–30 minutes
Refresh Clarity dashboard

Thank You !

3

thanks for replay . I’ll do this whole setup 3 time but same isuee show when go to clarity dashbord and open project " ex: “Merchx” then it will show install on shopify at shopify’s dash i’ll alrady install this app there also not showing any data . app in embedded with store i’ll alos share above ss. “Microsoft Clarity - Free Heatmaps & Session Recordings” if this app help then please look at this link. thank you.

4

Thank you for sharing the details and the project link.

The issue is now clearer. Your Microsoft Clarity app is installed in Shopify, but the Clarity project is not properly connected to the store, which is why the dashboard keeps redirecting to the “Install on Shopify” page and no data is appearing.

This is usually caused by a broken project connection or an incomplete installation sync.

Please follow these steps carefully:

Step 1: Remove Microsoft Clarity completely

Go to:

Shopify Admin → Settings → Apps and sales channels

Remove the Microsoft Clarity app completely from the store.

Step 2: Remove old/manual Clarity code

Go to:

Online Store → Themes → Edit Code → theme.liquid

Search for:

clarity.ms
clarity tracking script

If any old Clarity code exists, remove it completely.

Only one installation method should exist.

Step 3: Create a New Clarity project

Go to Microsoft Clarity dashboard and create a completely new project.

Do Not reuse the current Merchx project because the project connection appears stuck or corrupted.

Step 4: Reinstall Clarity from Shopify App Store

Install the app again directly from Shopify App Store.

During setup:

Connect the NEW Clarity project
Complete authorization properly

Step 5: Enable App Embed

Go to:

Online Store → Themes → Customize → App embeds

Enable: Microsoft Clarity
Then click SAVE.

Step 6: Test on live store

Open the live store in Incognito mode and browse a few pages.

Then wait around 15–30 minutes and refresh the Clarity dashboard.

Root Cause: The main problem is not Shopify itself.

The current Clarity project connection appears broken, so reinstalling the app alone does not fix it. Creating a fresh project and reconnecting usually resolves this issue completely.

Thanks

5

thank you i’ll follow your steps .

6

@lata233 ,
My pleasure . If you like it .
Marked my solution.
Thanks

7

Happy to assist you with this. I’ve installed MS Clarity on a lot of my customers stores. It is a simple fix but I need to look at your configuration