Web pixel not firing on client's store

Retired Boards Appdev Extensions

Topic summary

Web pixel extension fails to load/fire on client and some development stores, while working on creators’ own test stores. GraphQL API returns the web pixel object and settings, and OAuth logs show successful installation, yet the pixel code never loads.

Steps tried without success:

  • Verified permissions, deployment, and extension settings. Checked browser console; no errors.
  • Cleared cache/cookies and reinstalled the extension. Confirmed similar app setups across stores.

Impact: Blocks creating the required screencast for app submission, since events never trigger on Shopify-provided or client stores.

Notes on terms: “Web pixel extension” is a client-side script to track store events; “GraphQL API” is used to query/store settings; “OAuth” is the authorization flow during app install.

Current state: Multiple users report the same pattern, suggesting a store-specific or platform-side issue rather than app code alone. No resolution or workaround identified. Request for Shopify team to investigate or clarify missing documentation. Issue remains open.

Summarized with AI on December 28. AI used: gpt-5.
1

Hey all,

My app has a web pixel extension that should fire for some events.

It works properly for the test store. But when a client installed it, it never fires.

It seems that my extension code is never loaded.

I can call the graphql api and see the webpixel object and its settings, yet it doesn’t work.

Any ideas?

Thanks,

Andre

1 Like
2

Hi,

My web pixel extension works in one development store but not in another. The pixel code doesn’t load or fire in the problematic store, even though the GraphQL API shows the correct settings. I’ve checked permissions, deployment, settings, and browser console for errors. Both stores have similar apps. Clearing cache and cookies and reinstalling the extension didn’t help. Any ideas or updates?

Thanks,

1 Like
3

I am trying to create the Screencast needed to submit the app, but the same thing happens to me, works on the Test app I created using my account. But when installing on other store (one given by Shopify) it just doesn’t trigger anything; I see the logs for the OAuth and everything works well, but the Pixel does not seem to work.

We need someone from the Shopify team to check this in case it’s an issue on their side. Otherwise I think the documentation is missing something to make it work properly.

4

Hi,

In my case, I forgot to create a web pixel for my client, which is why the status was always showing as disconnected. Please refer to the following documentation for more details: