FAQs
Where can I get my Pixel ID?
You can get your Pixel IDs in Facebook Business Manager, if you haven't created the pixel ID yet, you can follow the instruction here: https://www.facebook.com/business/help/314143995668266?id=1205376682832142
How can I check if my pixel is working or not?
Please use Facebook Pixel Helper to see if it’s working or not
The purchase event is not firing, what should I do?
Please make sure that you have added the script to Checkout by going to Settings and choose Checkout. At the additional scripts section, please paste this script: <script type="text/javascript" src="https://apps.omegatheme.com/facebook-pixel/client/facebook-pixel.js"></script>.
If it still doesn't work, please provide us the checkout details with 100% discount code/ activate COD ship, and contact us at contact@omegatheme.com to support you.
The app does not track initalCheckout event, what should I do?
It mostly happens when you use another Checkout app, not Shopify Checkout. Please contact us at contact@omegatheme.com so that we can check and fix the issue for you. Before sending us email, please grant us access to your theme by sending us a staff account invitation.
How to do:
Step 1: Go to your Shopify Admin, choose Settings.
Step 2: Click Plan & Permissions.
Step 3: In the Permissions section, click Add staff, enter our email address, grant us access to your themes, apps and settings then send us the invitation.
All of my events are double counted, how do I fix it?
The events are double counted is because you added the same pixel ID in our app and in Facebook sales channel Shopify app, please remove the pixel ID in one place
Please follow the instructions here: https://help.omegatheme.com/en/article/how-to-disable-or-remove-a-facebook-pixel-from-your-shopify-store-ulcs1w/
Can I add one pixel ID in Shopify and another pixel ID in your app?
Yes, regardless this is not the same Pixel ID, you can add one in Shopify and one in our app.
Can my pixel fire on the checkout page?
Unfortunately, if you are basic Shopify account, you can't track the pixel there, it only can work in the case you are Shopify plus account. However, the app can track InitCheckout event when you click Checkout button on the cart page and track Purchase event on thank you page.
Where can I check the Pixel data?
All pixel data which is sent to Facebook will appear in the events manager section of your Facebook business manager. If the events are associated to specific campaigns, they will also appear in your ads manager attributed to their respective campaigns
If I want to cancel the subscription, what should I do?
We are sorry to see you go, but if you want to cancel, just simply delete the app from your app store.
Do I need to do anything after deleting the app?
We're afraid yes, you need to do some steps to remove the code embed in your theme. Please follow the steps blow:
Step 1: Go to your Online Stores, choose Themes → Actions → Edit code
Step 2: In the ""theme.liquid"" file, press Ctrl + F to search for the code {% include ""omega_multi_pixel %} before </head> tag and delete it.
Step 3: Click Save then the code will be completely removed.
For better visualization, please check the video here:
If I make a test order, does it influence my pixel data and my ad campaigns?
No, it will not affect anything, it only affects when you click your ad campaigns on your Facebook page to order
How do I check whether an event is firing?
The best way is to test with Test Event function on Facebook Manager.
Step 1: Go to your Facebook event manager and click Test Event
Step 2: Enter your domain and make a test order
Then all events that are tracked will show here
For conversions API test event, please follow the video here:
I got the error says " All domains need to be associated with a pixel event pair and an ad. Your pixel event was not associated with any domains. Ads without domains will be paused unless you either set up your domain in Events Manager, select another pixel event or change your optimization"
This is something all advertisers need to do in Facebook due to the iOS 14 update. You need to go to business settings - brand safety and verify your domain. Then go to events and add events to the domain. Facebook have a guide here: https://www.facebook.com/business/help/126789292407737?id=428636648170202.
Go to Events Manager.
Click the pixel you want to use.
Under Aggregated Event Measurement, select Edit Events.
Read through the introduction screens and click Next.
Find the domain you want to configure events for.
Click Edit Events.
Select your pixel or custom conversion under Pixel / Custom Conversion.
Choose the event you want to configure under Event Name.
What is total value tracking?
Shopify tracks pure sales, meaning it does not include any shipping, taxes or discounts in sales reports.
Anything other than the sale could be considered a cost or tax entry for accounting purposes.
In case you want to track subtotal value, please contact our support team or reach us via email contact@omegatheme.com, then our developer will customize it for you. "
Currency convert issue with Facebook pixel conversion events
The conversion currency rate is 1 based on the theme default, if you use multiple currencies on your store, we recommend you to use Currency Converter Bear by Conversion Bear, so that we can support to convert the value on your ads report. If you use another app to convert the currency, please contact them to provide an API for our app to connect with, then inform us via email contact@omegatheme.com or support chat so that our developer can support you.
What is Event Match Quality?
Event Match Quality indicates how effective the customer information sent from your server may be at matching event instances to a Facebook account. High-quality event matching may improve ads attribution and performance. This metric is in development. Expect to see a very low score for the most common events, like PageView, or ViewContent. These are events triggered by virtually any website visitor. For these events is very hard to send really useful customer information, like name, email, or address. Events that are usually triggered by logged-in users will see a better score. The Purchase event should score higher. That’s because at this point we have access to some real data about the person triggering the events. However, even for these high-performance events the match quality won’t be super-high. Most of the time there are differences between what data we use on a personal Facebook account and in an online store.
Why it is showing low event match quality?
It is because the matching data between the server and Facebook is low, we recommend you to turn on all parameters in our app settings
Server Sending Invalid Match Key Parameters
It’s possible that you will see this type of warning in your Events Manager Diagnostic section:
ISSUE
Your server is sending an invalid ip_address, user_agent parameters value for your PageView event. This may be because there was an error in the parameter value. This may cause issues with the attribution and delivery optimization of ad campaigns that are using this event.
This error can be triggered by a very limited number of events when the script can’t identify correctly some of the required data keys. We are still trying to understand when and why this issue happens. One hypothesis is that the events are triggered by a web crawler, not a real user.
Since these errors occur in very limited instances, there are no reasons to worry about it."
Missing AddToCart/ PageView/ ViewContent/ InitCheckout User Data Parameters
For Page View, ViewContent, AddtoCart, InitCheckout events, pixel is tracking for all visitors
If the customers do not have information (email, phone...) so pixel cannot send customer information to Facebook, so there is a warning, it is no problem. If the customer logs in, the app still sends all the information to Facebook.
This is normal.
Only clients who are tracked by CAPI have this warning, so no problem. All Pixel apps including Shopify are doing the same
This pixel is not pair with a catalog error
There are 2 ways to pair pixel with a catalog:
From Facebook business settings
From Facebook commerce manager
