Tik tok pixel helper not working

Shopify Discussion
1

Hello,

i use the tiktok pixel app on shopify. I have connected everything and checked everything. My first pixels worked completely fine, but with my latest one, it doesn’t track anything on the testing page so i havent run any ads yet to see if it works. but in the overview on tiktok it does show that its tracking. With the pixel helper, the pixel also doesn’t show. Any suggestion ?

2

Hi @HenryMarcelus1

It sounds like you’ve gone through the setup process correctly, but you’re running into an issue where the TikTok Pixel Helper isn’t detecting your latest pixel, even though TikTok’s event manager is showing activity. This can be frustrating, but don’t worry—I’ve seen this happen before, and there are a few things we can check and fix.

Possible Causes & Fixes#### 1. Clear Cache & Try Incognito Mode

Sometimes, browser caching interferes with tracking tools. Try these steps:

  • Open an incognito/private browsing window.
  • Load your Shopify store and check again with the TikTok Pixel Helper.
  • If it shows up, then your browser cache was the issue. Clear your cache and cookies, then restart your browser.

2. Check if Your Pixel is Active in TikTok Business Manager

Since the TikTok overview shows that your pixel is tracking, it’s worth confirming that the pixel is active in TikTok Events Manager:

  • Go to TikTok Business Manager > Assets > Events
  • Click on your pixel and check if it says Active
  • If it’s inactive or there’s a Setup Issue warning, you may need to reinstall the pixel.

3. Verify That the Pixel Is Installed on Your Shopify Theme

Even though Shopify’s TikTok app is supposed to handle installation, sometimes it doesn’t apply correctly. Let’s double-check:

4. Use Another Pixel Helper Tool (Chrome DevTools Alternative)

The TikTok Pixel Helper doesn’t always detect properly, but Chrome’s Developer Tools can:

  • Open your website in Google Chrome
  • Right-click and select Inspect (or press Ctrl+Shift+I / Cmd+Option+I on Mac)
  • Go to the Network tab
  • Reload your site and search for tiktok.com
  • If requests are being sent, then your pixel is working—the issue is just with the Pixel Helper not displaying it.

5. Try Deleting and Reinstalling the TikTok App

If nothing works, uninstall the TikTok Shopify app and reinstall it:

  • In Shopify, go to Settings > Apps and Sales Channels
  • Find TikTok, remove it, then reinstall it from the Shopify App Store
  • Reconnect your TikTok Ads Manager account and set up the pixel again

Final Thoughts

Since TikTok’s Event Manager is showing data, the pixel is likely working, but the Pixel Helper might not be detecting it properly due to browser cache issues, theme installation errors, or app setup problems. The steps above should help pinpoint the issue.

If you need any other assistance, feel free to reply and I will try my best to help.
Best regards,
Daisy