Why isn't my analytics tracking or counting visitors correctly?

leoandthesun
Visitor
2 0 4

Hello,

Analytics isn't working for us at all, no live tracking or counters. Randomly it's only showing only 2 visits from USA in last 24 hours, which isn't true as we had sales from UK in that time and that isn't showing up. I've spoke to support and they said there's no issues with my theme or store... Any help much appreciated.

Thanks

Replies 27 (27)

Bantams
Tourist
4 0 4

We're getting exactly the same problem. We're getting orders through OK but the analytics isn't showing even these adding to the conversion funnel. It's been like this since Thursday evening.

Bantams
Tourist
4 0 4

Thanks, we've been running this website for 2 years without this sort of issue. It was working fine on Thursday until the evening when it started to misfire. Now I know it's not just us I suspect Shopify are doing some work which has affected this module, I posted a response so they are aware of a problem.

Victoria
Shopify Staff
2093 148 247

Hi, all.

 

Thank you for reaching out and sharing your feedback here.

 

A few days ago Shopify received reports of the analytics conversion section not displaying accurate information. In the meantime, I encourage you to reach out to our support team via the Shopify Help Center so we can troubleshoot effectively. 

 

Our developers are actively investigating the analytics information for the previous week to determine the cause. We will share information in this thread once we receive updates.

 

We truly appreciate your patience and understanding as we work to have this issue resolved. 

Victoria | Shopify 
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popsandcoco
Tourist
5 0 5

Also had this issue since Sunday. Getting literally 5/6 sessions showing up, and had way more orders than that! All shows up fine on Google Analytics, but not on Shopify. Doesn't show Live Visitors either, and on the order there is no conversion information.

 

Spoke to support online they said it was known, but isn't on their Status page as an 'event' because it's not a big enough problem as it doesn't affect enough people!!! She said it could be to do with Google Analytics and that the data isn't 'lost' its there somewhere just not presenting itself to the merchant.

All in all, sounded like a load of nonsense. Will be following this thread to see what the outcome is.

Bantams
Tourist
4 0 4

Just about to e-mail Shopify support, they e-mailed last night to say amongst other things:

 

"Incorrect Conversion Rates

I have checked, and it looks like many of our merchants are experiencing the same thing regarding the conversion rates on our platform. Our developers are aware of the problem and are working to resolve it very soon. Though there is not a definite time frame when this expected is to be resolved, but what I can do is hold onto your ticket and once this has been resolved I can update you in a follow-up email."

 

So they do see a problem, they just don't see all of it. They also said:

 

"Number of Visitors Concern

As for your concern about your store traffic, there are no known issues with that is affecting our merchant's admin pertaining to that specifically. I did take a look around, and I do see today's traffic within the normal range when comparing it to last year. Though, I would love to dig into this further with you, to ensure I am addressing your query. May I get you to share a screenshot of where you're viewing this information? A screenshot provides detailed information like what date and data you are seeing on your end, and what is being referenced."

 

I'm sending this thread for them to review.

iturkovic
Shopify Partner
1 0 0

Did you manage to resolve it? I received similar answer few days ago but still not resolved and having problems for weeks already

popsandcoco
Tourist
5 0 5
I deleted the app and reinstalled it (the cookie bar app) and it fixed it x
zado
Visitor
3 0 0

What name is the cookie bar app? i have the same issue 

TraininDay
Tourist
6 0 2

Same for me, spending £1k per day on ads and went from 1500 visitors daily to about 30 and it's not tracking any analytics or conversions, we don't know whats working and whats not. I don't mind a slight speed bump, problems happen and that's part of entrepreneurship but this is completely out out of our hands and how long is it going to last? 

Am I going to have to pause the business whilst this issue still remains? Sounds crazy that this issue is affecting the business this much that I may have to turn everything off.

The only fix for me at the moment is switching platforms as the issue has been active for 1 week already with no fix in place, not good from Shopify.

popsandcoco
Tourist
5 0 5

Hi all - So i removed the Shopify Privacy app and thats when this started happening. It adds a banner to the website about cookies and privacy - ive since re added the app again, but have kept the banner turned off as i dont want it, and magically within 2 minutes i could see the live visitors etc on the site again. so give this a try!!

Victoria
Shopify Staff
2093 148 247

Hi, all.

Our developers have since investigated the issue and the admin analytics conversion rate should be showing the correct information.

 

If you're still seeing a discrepancy on your end, please reach out to our support through the Shopify Help Center so our team can take a closer look. 

Victoria | Shopify 
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TraininDay
Tourist
6 0 2

So this issue first happened to me on the 26th Jan and lasted 8 days until it was fixed and it’s been completely fine since UNTIL…

 

Today at around 10am UK the exact same issue has appeared again!! This is a joke?

 

Not even 4 weeks goes by and it happens again. I can’t keep running my business like this when I’m a start up and reliant on data and marketing platforms.

 

Seriously frustrated and fed up, Myself and so many others I have spoke to about this are thinking of leaving Shopify and using another host.

jorgehp1
Excursionist
53 0 9

Hello,

 

Were you able to solve this?

Kosuke91
Tourist
3 0 0
Where are you selling?
jorgehp1
Excursionist
53 0 9

I'm selling in Spain, I tried with the cookies setting but is not working for me

Kosuke91
Tourist
3 0 0
Sorry then, cookies settings is the only thing that worked for me.
Try allowing data use without consent in your store preferences
But you will need to enable it later if ur selling in Europe anyway
EmilOliver
Tourist
10 0 3

I'm having the same problem right now.. Did google analytics show the same numbers are Shopify analytics, or was google closer to the true numbers?

Kosuke91
Tourist
3 0 0

You just saved my day!

 

This app has been disabled for an unknown reason on my store. I enabled it again and analytics are finally working correctly

Matteo_Filip
Visitor
3 0 0

Sorry where can i find the app? i never had this app on my store. 

Bantams
Tourist
4 0 4

Yup, same problem here again! We're getting orders & according to analytics they don't exist! A lot of the data fields are empty as well.

TraininDay
Tourist
6 0 2

I have been in contact with Shopify support when the issue last presented itself and also again now and I still don't have any answers as to what the issue is or any timeframe it will last.


popsandcoco
Tourist
5 0 5

Have you guys tried adding the Shopify Privacy app as i described above? this fixed the issue for me, and it hasn't reappeared either!

TraininDay
Tourist
6 0 2

Have you got the customer privacy app installed on your website?

From what it appears on my store, it's not tracking anything in the UK, which is where all my ads are being directed to.

So it must be some sort of issue with privacy or tracking or some sh*t.

cf__
Visitor
2 0 1

I've got the same issue. I've installed the customer privacy app and I've analytics data from the users who accept privacy policy. No data from the users who ignore it.

Tides_Out_Maps
Visitor
1 0 0

This is also happening for us.  It seems like its been working up until like 5 days ago when our analytics is not seeming to show people visitiing our store

Mitch26141
Visitor
1 0 0

Hi,

 

This is fixed? Ive got the same issue..

 

Gr z Mitch 

Elias
Shopify Staff
2805 274 490

Hey, @Mitch26141.

 

Thank you for joining the thread.

 

There could be some delays in the analytics from time to time, which can be expected as the system gathers the data and generates the reports. However, if the problem continues to persist, then it looks like we'll need to take a closer look at your account. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to continue assisting you through live chats. Simply visit the Shopify Help Center and login to your account to create a support request.

 

If you have any other questions on this topic, then don't hesitate to let us know.

Elias | Social Care @ Shopify 
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