Troubleshooting Pixee

This guide provides solutions for common issues you may encounter while using Pixee Facebook Pixel.

Pixel Not Firing

Symptoms

• Events not appearing in Facebook Events Manager
• Pixel Helper shows no pixel detected
• Zero events in your ad platform

Solutions

Check App Activation

1. Open the Pixee app
2. Check the Dashboard for App Status
3. If it shows “Inactive”, click Activate
4. Wait for confirmation

Verify Theme Embed

1. Go to Online Store > Themes in Shopify admin
2. Click Customize on your live theme
3. Look for App embeds section
4. Ensure “Pixee Facebook Pixel” is enabled
5. Click Save

Confirm Pixel Configuration

1. Check that your Pixel ID is correct (no extra spaces)
2. Verify the pixel status is “Active” in the pixel list
3. Ensure you are testing on the correct store URL

Test in Incognito Mode

1. Open your store in an incognito/private browser window
2. This bypasses ad blockers and cached data
3. Use Facebook Pixel Helper to verify

Check Console for Errors

1. Open your store in a browser
2. Press F12 to open Developer Tools
3. Go to the Console tab
4. Look for any JavaScript errors related to the pixel

Events Missing Data

Symptoms

• Events fire but have no value
• Product information missing
• Currency not showing

Solutions

Check Product Data

1. Ensure products have:
   • Prices set
   • Titles filled in
   • Images uploaded
   • Availability set correctly

Enable Conversions API

1. Go to your pixel settings
2. Enable Conversions API
3. Add your access token
4. CAPI provides more complete data

Verify Event Configuration

1. Go to Events in the app
2. Check that the relevant events are enabled
3. Save any changes

Duplicate Events

Symptoms

• Events appear twice in Events Manager
• Purchase values are doubled
• Metrics seem inflated

Solutions

Check for Multiple Installations

1. Review other apps that might add Facebook pixel
2. Check your theme for manually added pixel code:
   • Go to Online Store > Themes
   • Click Actions > Edit code
   • Search for “fbq(” in theme files
   • Remove any duplicate pixel code

Verify Single Pixel Configuration

1. In Pixee, check you have not added the same pixel twice
2. Each pixel ID should appear only once

Disable Other Pixel Apps

If you have multiple pixel apps:

1. Choose one app for pixel management
2. Disable or uninstall others
3. Pixee handles deduplication when using both browser and CAPI

Conversions API Issues

CAPI Events Not Appearing

1. Verify Access Token
   • Check the token is correctly entered
   • Ensure there are no extra spaces
   • Generate a new token if unsure
2. Check Facebook Connection
   • Go to Settings
   • Verify Facebook account is connected
   • Log out and log back in if needed
3. Wait for Events
   • CAPI events may take 15-30 minutes to appear
   • Check the Server Events section in Events Manager

Access Token Expired

1. Go to Facebook Events Manager
2. Navigate to your pixel settings
3. Generate a new access token
4. Update the token in Pixee pixel settings
5. Save and test

Facebook Connection Problems

Cannot Log In

1. Check Browser Settings
   • Enable pop-ups for the Shopify admin domain
   • Disable extensions that might block Facebook
2. Try Different Browser
   • Use Chrome or Firefox
   • Clear browser cache first
3. Check Facebook Account
   • Ensure your Facebook account is in good standing
   • Verify you have a Business account

Missing Permissions

If you see “Missing permissions” error:

1. Log out of Facebook in the app Settings
2. Log back in
3. Carefully grant all requested permissions
4. Complete the authorization process

Session Expired

1. Go to Settings in the app
2. Click Logout next to Facebook
3. Click Login with Facebook
4. Complete the authorization

Product Feed Issues

Feed Not Generating

1. Check Plan
   • Product feed requires Basic or Advanced plan
2. Wait for Processing
   • Initial feed generation may take several minutes
   • Larger catalogs take longer
3. Verify Products
   • Ensure products are published
   • Check products have required fields (title, price, image)

Products Missing from Feed

1. Check Product Status
   • Products must be published
   • Products need prices and images
2. Check Selection Criteria
   • Review your feed configuration
   • Ensure products meet the selection criteria
3. Force Sync
   • Go to Settings
   • Click “Sync Now” for manual sync

Feed URL Not Working

1. Copy URL Correctly
   • Use the copy button to avoid errors
   • Verify the complete URL is copied
2. Check Feed Exists
   • Go to Product Feed in the app
   • Verify the feed is listed
3. Regenerate Feed
   • Edit the feed and save again
   • This triggers a fresh generation

Catalog Sync Issues

Sync Failing

1. Check Facebook Connection
   • Verify Facebook account is connected
   • Ensure you have catalog permissions
2. Check Catalog Access
   • Verify you have access to the selected catalog
   • Try selecting a different catalog
3. Review Error Messages
   • Click on the failed sync
   • Read the error details
   • Address the specific issue

Products Not Updating

1. Check Sync Frequency
   • Review your sync schedule
   • Consider more frequent syncs
2. Trigger Manual Sync
   • Click “Sync now” on the catalog
   • Wait for completion
3. Check for Errors
   • Review the sync status
   • Address any reported issues

GDPR Banner Issues

Banner Not Showing

1. Check Banner Activation
   • Go to GDPR Banner page
   • Ensure it is activated
2. Verify Theme Embed
   • Check theme customizer
   • Enable the Pixee app embed
3. Check Region Settings
   • If using “Specific region”, verify settings
   • Try “All regions” to test

Banner Blocking Content

1. Check Theme CSS
   • May be a conflict with theme styles
   • Contact support for assistance
2. Test in Different Browsers
   • Issue may be browser-specific
   • Clear cache and test again

AI Features Issues

AI Analysis Failing

1. Check Credits
   • Verify you have remaining AI credits
   • Purchase more if needed
2. Check Plan
   • AI features require Advanced plan
3. Try Again
   • Temporary issues may resolve on retry
   • Contact support if persistent

No Campaigns Found

1. Verify Facebook Connection
   • Ensure account is connected with proper permissions
2. Check Ad Account Access
   • Verify you have access to ad accounts
   • Try logging out and back in
3. Verify Active Campaigns
   • Ensure campaigns exist in Facebook Ads Manager

App Performance Issues

App Loading Slowly

1. Clear Browser Cache
   • Clear cache and cookies
   • Restart browser
2. Check Internet Connection
   • Verify stable internet
3. Try Different Browser
   • Performance may vary by browser

App Not Loading

1. Check Shopify Status
   • Visit status.shopify.com
   • May be a platform issue
2. Clear Cache
   • Clear browser cache completely
   • Try incognito mode
3. Contact Support
   • If issues persist, contact support with details

Getting More Help

If your issue is not resolved:

1. Collect Information
   • Store URL
   • Screenshots of the issue
   • Steps to reproduce
   • Error messages
2. Check FAQ
   • Review Frequently Asked Questions
3. Contact Support
   • Include all collected information