Pixee Frequently Asked Questions

Find answers to the most common questions about Pixee Facebook Pixel.

General Questions

What is Pixee Facebook Pixel?

Pixee Facebook Pixel is a Shopify app that enables you to add Facebook, TikTok, and Pinterest pixel tracking to your store. It also includes AI-powered tools to help optimize your advertising campaigns.

Is the app free?

Yes, there is a free plan available with basic pixel tracking features. Paid plans (Basic and Advanced) offer additional features like multiple pixels, Conversions API, and AI tools.

Does Pixee work with my theme?

Yes, Pixee works with all Shopify themes. The app uses Shopify’s theme app extension for optimal compatibility. It works best with Online Store 2.0 themes.

Will Pixee slow down my store?

No, Pixee is optimized for performance. The tracking scripts are lightweight and load asynchronously, meaning they do not block your page from loading.

Pixel Tracking

How do I find my Facebook Pixel ID?

Go to Facebook Events Manager
Select your pixel from the Data Sources menu
Your Pixel ID is displayed at the top (a 15-16 digit number)

Can I add multiple pixels?

Yes, with the Basic or Advanced plan, you can add multiple Facebook, TikTok, and Pinterest pixels to your store.

Why are my events not showing in Facebook Events Manager?

Common reasons include:

The app is not activated – check the Dashboard
The Pixel ID is incorrect – verify in your settings
Events take time to appear – wait 15-30 minutes
Ad blockers are blocking the pixel – test in incognito mode

Can I track events on the checkout page?

Shopify does not allow third-party scripts on the checkout page. However, Pixee tracks the “Initiate Checkout” event when a customer clicks the checkout button, and the “Purchase” event on the thank you page using Shopify’s Web Pixel API.

What is Conversions API (CAPI)?

Conversions API is server-side tracking that sends events directly from the server to Facebook. It improves tracking accuracy, especially when ad blockers or browser restrictions are present. It is available on Basic and Advanced plans.

Event Tracking

What events does Pixee track?

Pixee can track:

PageView – Every page load
ViewContent – Product page views
ViewCategory – Collection page views
Search – Search queries
AddToCart – Adding products to cart
InitiateCheckout – Starting checkout
Purchase – Completed orders

Can I track custom events?

Yes, with Basic or Advanced plans, you can configure custom events to track specific actions on your store.

Why are purchase values not showing?

Verify event tracking is enabled
Check your products have prices
Ensure the pixel is properly configured
Enable Conversions API for more accurate data

Facebook Account Connection

Why do I need to connect my Facebook account?

Connecting your Facebook account enables:

Conversions API functionality
AI Ad Diagnostic access to your campaigns
Catalog sync with Facebook
Enhanced pixel features

What permissions does the app require?

The app requests:

Read access to your ad accounts
Read access to campaigns (for diagnostics)
Access to product catalogs
Email (for identification)

How do I disconnect my Facebook account?

Go to Settings in the app
Click “Logout” next to your Facebook account
Your account will be disconnected

What if my Facebook session expires?

If your session expires, you will see a notification in the app. Simply log in again to reconnect your account.

Product Feed and Catalog

What is a product feed?

A product feed is a file containing your product information that advertising platforms use for dynamic ads and shopping campaigns.

How often does my catalog sync?

You can configure sync frequency (hourly, every 6 hours, daily, or manual only). You can also trigger a manual sync at any time.

Why are some products missing from my feed?

Products may be missing if they:

Are not published
Have no price
Have no images
Are marked as not available for sale

AI Features

What AI features are available?

Advanced plan includes:

AI Ad Diagnostic: Analyze your Facebook campaigns
AI Ad Copy Generator: Create compelling ad copy
AI Ad Consultant: Get advertising advice via chat

What are AI credits?

AI credits are used each time you use an AI feature. The Advanced plan includes 500 credits per month, which reset on the 1st of each month.

Can I buy more AI credits?

Yes, you can purchase additional credits at $1 per credit from any AI feature page.

Do unused credits roll over?

No, unused credits expire at the end of each month and do not carry over.

GDPR and Privacy

Does the app help with GDPR compliance?

Yes, Pixee includes a GDPR consent banner feature that:

Displays a consent notice to visitors
Allows visitors to accept or decline tracking
Integrates with Shopify’s Customer Privacy API

Does the pixel respect customer consent?

Yes, when consent tracking is enabled, pixels only fire after a customer has given consent.

Is customer data stored?

Pixee processes data to send to advertising platforms but does not store personal customer data beyond what is necessary for the app to function.

Billing and Plans

How does billing work?

Billing is handled through Shopify and appears on your Shopify invoice. You can choose monthly or yearly billing.

Can I change plans?

Yes, you can upgrade, downgrade, or cancel your plan at any time from the Plan page in the app.

Is there a free trial?

Yes, Basic and Advanced plans include a 7-day free trial with full access to all features.

What happens if I cancel?

You retain access until the end of your current billing period. Your settings are preserved for 30 days in case you resubscribe.

Technical Issues

The app is not loading

Clear your browser cache
Try a different browser
Disable browser extensions
Check if Shopify admin is accessible
Contact support if the issue persists

Events are duplicated

Check for:

Multiple apps installing the same pixel
Manually installed pixel code in your theme
Multiple Pixee pixels with the same ID

Theme embed is not working

Go to Online Store > Themes > Customize
Click App embeds
Enable Pixee Facebook Pixel
Save your changes

The app shows “App is inactive”

Click the Activate button on the Dashboard
Check that the theme embed is enabled
Verify your subscription is active

Getting Help

How do I contact support?

You can reach support through:

The Help page in the app
Email: support@gropulse.com
The contact link on the Dashboard

What information should I include in support requests?

Include:

Your store URL
Description of the issue
Steps to reproduce the problem
Screenshots if applicable
Any error messages you see

What are support hours?

Support is available during business hours. Priority support (Basic and Advanced plans) receives faster response times.