Skip to main content

​
How do I find the Meta pixel Upstack Data sends my events to?

  1. Open Meta Events Manager.
  2. Click the pixel with the most events.
  3. Click Settings and copy the Dataset ID.
  4. In Upstack Data, click Destinations, then your Meta destination.
  5. Check Meta Pixel ID is the same number.

​
Why do my events not show in Test Events?

Upstack Data events don’t show in Test Events. Use the Overview tab.

​
How do I check if Meta is counting my purchases twice?

Divide Meta’s Purchase total by 2 and compare it with your Shopify orders. Meta shows each purchase twice, once from the browser and once from the server.
  1. In Events Manager, click Overview.
  2. Set the date range to Last 7 days.
  3. Divide the Purchase total by 2.
  4. In Shopify Admin, click Orders and count the orders for the same 7 days.

​
How do I check the browser and server events match?

  1. On the Overview tab, click Purchase.
  2. Compare the dark blue line (browser) with the light blue line (server).

​
I use Restricted Category Mode. How do I check for duplicate purchases?

Don’t divide by 2. Restricted Category Mode only sends server events.
  1. On the Overview tab, set the date range to Last 7 days.
  2. Compare the Purchase total with your Shopify orders for the same 7 days.

​
Why are some Events Manager counts higher than Shopify?

​
Why does Ads Manager show fewer purchases?

Ads Manager only shows purchases from your ads. Use Events Manager to compare with Shopify.

​
Are my EMQ scores good?

  1. In Events Manager, click Overview.
  2. Read the Event Match Quality score next to each event.
Scores are lower when few visitors come from Meta ads or few are returning customers.

​
How long until my EMQ scores go up after installing Upstack Data?

Scores start to change within 48 hours and settle after 7 days.
  1. Before you install, screenshot the Overview tab. Events Manager can’t show past scores.
  2. After 7 days, compare the scores with your screenshot.

​
Why is my click ID (fbc) percentage low?

  1. On the Overview tab, click the Purchase score.
  2. Read the percentage next to Click ID (fbc).
  3. Compare it with the share of your orders that come from a Meta ad click.

​
Why is my Purchase score below 9?

  1. On the Overview tab, click the Purchase score.
  2. Read the percentages next to Click ID (fbc) and Phone number.

​
Why did my EMQ score drop?

​
Why does one event have no score or a much lower score?

Contact support for either one. Yes. Meta shows it when it wants customer details your store doesn’t collect.

​
Meta says my server sends an expired fbclid. Do I need to fix it?

No. These are customers whose last Meta ad click was over 90 days ago. Upstack Data sends their newest click ID. There’s no setting to stop it, and none is needed. Meta also words it as Replace the stale fbclid value or Send valid Meta ClickIDs. Don’t click Review solution, and don’t set up parameter builder or the Conversions API Gateway. Full walkthrough: Server Sending Expired fbclid Value in fbc Parameter

​
Why does the Meta EMQ page in Upstack Data show 0.0?

Your Conversion API Key can send events but can’t read scores back from Meta.
  1. In Meta Events Manager, sign in as an admin of the Business Manager that owns the pixel.
  2. Click your pixel, click Settings and generate a new access token.
  3. In Upstack Data, click Destinations, then Meta.
  4. Paste the token into Conversion API Key and click Save Changes.
  5. Check the Meta EMQ page again after a few hours.
Full walkthrough: Why is my Meta EMQ Panel Showing Zeros (0.0/10)?

​
Why does the Meta EMQ page in Upstack Data say Stale?

Upstack Data hasn’t copied your scores from Meta in over 26 hours. It normally copies them every 4 hours.
  1. In Upstack Data, click Destinations.
  2. If Meta shows Inactive, click More options → Connect.
  3. Click Meta and check Meta Pixel ID and Conversion API Key are filled in.
  4. If it still says Stale a day later, contact support.

​
My pixel is flagged by Meta. Why are my EMQ scores greyed out?

Meta hides scores on restricted pixels. See How to Set Up Restricted Category Mode for Meta in Upstack Data.

​
What are the custom events in Events Manager?

Extra purchase events Upstack Data sends so you can optimize and report on them. More detail: Set up NC and RC Purchase events in Meta and Purchase Event Attribution (FPC, LPC, FOPC).

​
How do I approve custom events?

  1. On the Overview tab, click the event with a red triangle ⚠️.
  2. Click Manage status.
  3. Click I acknowledge → Confirm the custom event → Confirm.
Full walkthrough: How to Approve Facebook (Meta) Custom Events

​
Can I ignore Low rate of pixel events covered by Conversions API?

Yes. Upstack Data already sends your events through the Conversions API. Don’t click Review solution.

​
Which Events Manager warnings do I need to fix?

Still stuck? Contact support@upstackdata.com with your Pixel ID and a description of the issue. We typically respond within a few hours.