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Facebook Pixel Error: Server External ID Not Matching to Pixel External ID for Purchase Event

lorenzopohl
Shopify Partner
20 1 12

Hi there,

I know this is more on the facebook site but i hope someone can help me since i am not getting the same data in shopify than i get in facebook for my ad campaigns.

The Facebook Pixel says there is this error on the purchase event:

lorenzopohl_0-1623855854638.pnglorenzopohl_1-1623855869425.png

 

 

Any ideas on how to fix this problem and if this is related to my facebook ads data not showing up correctly in the marketing section in my shopify account?

 



Replies 68 (68)
dmitrybzns
Tourist
8 0 2

Same issue external id missing 😞 I also did test events through browser and none of the events fired while pixel helper says it was. Could anyone check if it works? Also I noticed that i receive 0 events from website only from server side. So messed up, i really hope Shopify fix it like yesterday

mediacom
Tourist
4 0 2

Fingers crossed this gets resolved soon!

okimaslatt
New Member
6 0 0

Anyone have an update from Shopify or Facebook?

Willtuner121
New Member
2 0 0
forward from reddit

Update 6/19/21: Shopify has identified the problem and working with
Facebook for a fix. No timeframe on the fix.

AwesomePlace
New Member
1 0 0

Thank you. Should we stop ads meanwhile? I didn't get many sales for last few days and lot of money was spent.

Jeff211
Tourist
7 0 5

Possible workaround: Last night I switched from Maximum data-sharing to Enhanced, in order to turn off the CAPI.

I won't know until later today if it fixes conversion tracking, but less than half of my sales conversions were being recorded by Facebook, so if using the pixel alone fixes that, it'll be worth the tradeoff of missing a few people with ad blockers. At least until this gets resolved.

Update: 2 pixel Purchase events received: 2 discarded 😞

mediacom
Tourist
4 0 2

Interesting idea, will switch over to Enhanced too if you feel that this resolves the issue.

okimaslatt
New Member
6 0 0

@Jeff211 I'm newer to FB ads when you say 2 received and 2 discarded does that mean that its working as intended? Thanks

BP-Shop
New Member
5 0 0

SHOPIFY - any news on this?

This is a critical issue for Facebook Advertisers since 50%+ of sales do not fire.

Benny2002002002
Tourist
8 0 4

Updates: I contacted shopify they have fixed the error problem for the first day. On my second day the error came back so basically nothing got fixed. I receive an email 

This is a quick note to let you know the issue we spoke about has been sent to our Technical Support Team.

We’re reviewing all of the information and will be in touch. If you have any more details that you would like to add to your original request, you can send it directly to us by replying to this email.

Thanks for your report!

Shopify's Technical Support Team

Hopefully they can fix it soon.

Jeff211
Tourist
7 0 5

@okimaslatt Nope! It means that Shopify successfully sent Facebook the conversion data and Facebook discarded it all and showed 0 conversions. 

Jeff211
Tourist
7 0 5

@mediacom  8 events, 5 discarded so far.. Now I'm wondering if Facebook is rejecting these because they've matched the sales to users who have not consented to tracking.. wondering if anonymized conversion data would help. Obviously it'd be worse for optimization if the conversions can't be matched to a user, but certainly would be better than missing half the conversions entirely. Can try to make up for it with lookalike custom audiences from sales..

filipcibicek
Excursionist
23 0 11

boys let's keep all the discussion in a single thread, and since reddit has a better UI i recommend visiting this newly made thread below.. dont panic, every single one of us is losing money because of this

 

https://www.reddit.com/r/PPC/comments/nzivdq/fb_error_server_external_id_not_matching_to_pixel/

okimaslatt
New Member
6 0 0

Apparently someone on reddit was told Shopify said they would fix it by June 30th.

dmitrybzns
Tourist
8 0 2

I got an email from them saying shopify will send all main events with server side, BUT why not to make a hot fix or something. So freaking stupid when they blame it in each other. 

JacobNC
New Member
2 0 1

Shopify Plus support communicated that they're looking into the problem. Went into my events manager this morning and the 8 warnings on the events are gone! Almost back to normal!

 

okimaslatt
New Member
6 0 0

The errors are gone for me today, anyone notice the same?

stccompanyalwar
New Member
5 0 0

I was facing same error till day before yesterday. Entire 22-June-2021 I have not received that error. But still sell gone down to 30% of the actual value. The Event matching quality is very low. Not sure when Shopify and Facebook will work on proper fix. Right now very less conversion events are fired.

Benny2002002002
Tourist
8 0 4

Yesterday the errors were all fixed. However, when I check today atc error appears again. I find that the sales still down even though things are fixed. Their system is completely messed up now.

stccompanyalwar
New Member
5 0 0

I think there is no hope. So need to quickly have to switch to other platform. Almost 10 days with no help. Even though the error is not coming now but no conversion.

I am planning to switch. Practically no hope.