GroPulse GTM FAQ & Troubleshooting

Find answers to common questions and solutions to frequent issues with the GroPulse GTM & Data Layer app.

Frequently Asked Questions

General Questions

Q: What is Google Tag Manager?

A: Google Tag Manager (GTM) is a free tool from Google that lets you manage tracking codes (tags) on your website without editing code. It acts as a container for all your analytics and marketing pixels.

Q: Do I need a Google Tag Manager account?

A: Yes, you need a GTM account to use this app. It’s free to create at tagmanager.google.com.

Q: Will this app slow down my store?

A: The app is optimized for performance. GTM loads asynchronously and doesn’t block page rendering. Server-side events have zero impact on page load speed.

Q: Does this work with all Shopify themes?

A: The app works with all Online Store 2.0 themes. For older themes, some features may require manual activation.

Q: Can I use this with other tracking apps?

A: We recommend using only one GTM integration to avoid conflicts. If you have other tracking pixels installed directly, they should work alongside GTM.

Setup Questions

Q: Where do I find my GTM Container ID?

A: Log in to tagmanager.google.com, and your Container ID (format: GTM-XXXXXXX) is displayed at the top of your workspace.

Q: Why isn’t my app activating?

A: The app uses Shopify’s theme app extension. You need to:

1. Click “Activate” in the app
2. Enable the app block in your theme customizer
3. Save your theme settings

Q: How do I know if tracking is working?

A: Use GTM Preview mode, check Google Analytics Real-Time reports, or use Facebook Events Manager Test Events feature.

Event Tracking Questions

Q: What events are tracked automatically?

A: Depending on your plan and settings:

• Page views
• Product views
• Collection views
• Add to cart
• Remove from cart
• Checkout starts
• Purchases

Q: Why aren’t my events showing in Google Analytics?

A: Check that:

1. Events are enabled in Data Layer Settings
2. GTM template is imported and published
3. GA4 Measurement ID is correct
4. You’re looking at the right GA4 property

Q: Are test/staff orders tracked?

A: By default, all orders are tracked. To exclude test orders, you can set up filters in Google Analytics.

Server-Side Events Questions

Q: What are server-side events?

A: Server-side events send data directly from the server to platforms like Facebook and Google, bypassing browser limitations like ad blockers.

Q: Why aren’t my server-side events working?

A: Check that:

1. You’re on a Pro or Advanced plan
2. API credentials are entered correctly
3. Events are enabled in Data Layer Settings
4. Check Server Event Logs for errors

Q: How do I test Facebook Conversion API?

A: Add a Test Event Code in the Template page, perform test actions, then check Facebook Events Manager → Test Events.

Consent & Privacy Questions

Q: Do I need a consent banner for my store?

A: If you sell to customers in the EU, UK, or California, consent management is recommended or required by law.

Q: Does the app support Google Consent Mode V2?

A: Yes, full Google Consent Mode V2 support is included. Enable it in Data Layer Settings.

Q: What happens when a user declines cookies?

A: With Consent Mode enabled, Google tags send anonymized pings. Other platforms may not receive data until consent is granted.

Billing Questions

Q: How do I upgrade my plan?

A: Go to the Pricing Plan page, select your desired plan, and complete the Shopify billing process.

Q: Is there a free trial?

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

Q: How do I cancel my subscription?

A: Go to Pricing Plan and select the Free plan. Your subscription will end at the current billing period.

Troubleshooting Guide

App Not Working

Issue: App shows “Inactive” on dashboard

Solutions:

1. Click the “Activate” button
2. In your theme customizer, enable the GroPulse GTM app block
3. Save your theme
4. Refresh the app dashboard

Issue: Changes not saving

Solutions:

1. Refresh the page and try again
2. Clear browser cache
3. Check your internet connection
4. Try a different browser

GTM Integration Issues

Issue: Container ID not accepted

Solutions:

1. Verify format is GTM-XXXXXXX (letters and numbers after GTM-)
2. Remove any spaces before or after the ID
3. Copy directly from GTM, don’t type manually

Issue: GTM not loading on store

Solutions:

1. Verify app is activated in theme
2. Check for JavaScript errors in browser console
3. Disable other GTM apps/snippets
4. Clear Shopify cache (Settings → Performance)

Data Layer Issues

Issue: Events not firing

Solutions:

1. Check that events are enabled in Data Layer Settings
2. Use GTM Preview mode to debug
3. Check browser console for errors
4. Verify GTM triggers are set up correctly

Issue: Wrong data in events

Solutions:

1. Ensure products have all required fields (SKU, price, title)
2. Check currency settings in Shopify
3. Verify product data in Shopify admin
4. Re-import GTM template

Issue: Duplicate events

Solutions:

1. Check you don’t have multiple GTM implementations
2. Verify event deduplication is working (check event IDs)
3. Review GTM triggers for duplicate conditions

Template Issues

Issue: Template download fails

Solutions:

1. Ensure at least one platform is enabled
2. Fill in all required fields for enabled platforms
3. Try a different browser
4. Clear browser cache

Issue: Import fails in GTM

Solutions:

1. Try creating a new workspace for import
2. Check for duplicate variable names
3. Ensure you’re importing to the correct container
4. Try “Overwrite” instead of “Merge”

Issue: Tags not firing after import

Solutions:

1. Publish the GTM container (click Submit)
2. Check trigger conditions match event names
3. Use GTM Preview to debug
4. Verify all variables are correctly imported

Server-Side Event Issues

Issue: Server events not sending

Solutions:

1. Verify you’re on Pro or Advanced plan
2. Check API credentials are correct
3. Look at Server Event Logs for errors
4. Regenerate API tokens and update

Issue: Low match rates

Solutions:

1. Ensure customer email is captured
2. Verify phone numbers include country code
3. Check event parameters are complete
4. Review platform-specific requirements

Issue: Events showing as failed

Common errors and solutions:

Platform-Specific Issues

Google Analytics 4

Issue: No data in GA4

1. Check Measurement ID is correct
2. Verify you’re in the right property
3. Allow 24-48 hours for data processing
4. Use DebugView for real-time testing

Issue: Sessions not tracking

1. Ensure page_view event is enabled
2. Check session timeout settings in GA4
3. Verify user consent is granted

Facebook Pixel

Issue: Events not in Events Manager

1. Verify Pixel ID is correct
2. Add Test Event Code for testing
3. Check that events are enabled
4. Wait a few minutes for events to appear

Issue: Low Event Match Quality

1. Add Conversion API token for server events
2. Ensure customer data is captured
3. Verify hashed data is being sent

TikTok Pixel

Issue: No events tracked

1. Verify Pixel ID format (19 characters)
2. Check Access Token is valid
3. Ensure events are enabled in Data Layer Settings

Consent Banner Issues

Issue: Banner not showing

Solutions:

1. Verify banner is enabled and activated
2. Check region settings (may only show in certain regions)
3. Clear cookies/localStorage
4. Disable ad blockers (some block consent banners)

Issue: Consent not remembered

Solutions:

1. Check localStorage is accessible
2. Ensure third-party cookies aren’t fully blocked
3. Test in a regular browser window (not incognito)

Performance Issues

Issue: Slow page load

Solutions:

1. GTM loads asynchronously; shouldn’t cause slowdown
2. Check for JavaScript errors
3. Review other scripts on your store
4. Use browser dev tools to identify bottleneck

Getting Help

Before Contacting Support

Please have the following ready:

1. Your store URL
2. Description of the issue
3. Steps to reproduce the problem
4. Screenshots of any error messages
5. Browser and device information

Contact Methods

• Email: support@gropulse.com
• Website: gropulse.com/contact
• In-App: Click “Contact support” button

Response Times

Video Tutorials

Watch our comprehensive setup guide:
How to Set Up the GTM & Data Layer App

Useful Resources

Google Tag Manager

• GTM Help Center
• GTM Community

Google Analytics 4

• GA4 Documentation
• GA4 DebugView

Facebook

• Events Manager Help
• Conversions API Guide

TikTok

• TikTok Pixel Help
• Events API Documentation

Changelog

Recent Updates

Check the app for the latest features and improvements. We regularly add:

• New platform integrations
• Enhanced event tracking
• Performance improvements
• Bug fixes

Can’t find what you’re looking for? Contact us at support@gropulse.com