> ## Documentation Index
> Fetch the complete documentation index at: https://docs.upstackdata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Complete Guide to Troubleshooting Meta Pixel with Meta Events Manager

> How to use Meta Events Manager to check your Upstack Data events: duplicate purchases, browser and server events, EMQ scores, custom events and warnings.

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

1. Open [Meta Events Manager](https://business.facebook.com/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.

| Half the Meta total is | It means |
| - | - |
| Within 5% of your orders | Each purchase is counted once |
| About double your orders | Another app also sends purchases |
| Well below your orders | Meta is missing purchases |

* If it's about double, see [Complete Guide to Fixing Duplicate Events and Double-Counted Conversions](https://docs.upstackdata.com/troubleshooting/complete-guide-to-fixing-duplicate-events-and-double-counted-conversions.md).
* If it's well below, see [Complete Guide to Troubleshooting Your Upstack Data Tracking Pixel](https://docs.upstackdata.com/troubleshooting/complete-guide-to-troubleshooting-your-upstack-data-tracking-pixel.md).

## 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).

| What you see | It means |
| - | - |
| The lines are close | Events are fine |
| The server line is about double | Another app also sends purchases |
| Only one line | The browser or server copy is missing |

* If the server line is about double, see [Complete Guide to Fixing Duplicate Events and Double-Counted Conversions](https://docs.upstackdata.com/troubleshooting/complete-guide-to-fixing-duplicate-events-and-double-counted-conversions.md).
* If there's only one line, see [Complete Guide to Troubleshooting Your Upstack Data Tracking Pixel](https://docs.upstackdata.com/troubleshooting/complete-guide-to-troubleshooting-your-upstack-data-tracking-pixel.md).

## 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?

| Event | Why it's higher |
| - | - |
| **All Purchase** | Includes \$0 orders, reships, drafts and returns |
| **AddToCart** | Counts each item, so a 5-item bundle counts 5 |
| **PageView** | Counts every page load, not sessions |

## 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.

| Event | Low | With Upstack Data |
| - | - | - |
| **PageView**, **ViewContent** | 6.0 to 7.0 | 7.5 to 8.5 |
| **AddToCart** | 6.5 to 7.5 | 8.0 to 8.5 |
| **InitiateCheckout** | 7.0 to 8.0 | 8.5 to 9.0 |
| **Purchase** | 8.5 to 9.1 | 9.0 to 9.3 |

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.

| What you see | It means |
| - | - |
| About the same as your Meta share | Click IDs are captured |
| Much lower than your Meta share | Click IDs are lost before the purchase |

* Check the app embed is on: [1. Make sure the Upstack Data Shopify app is enabled](https://docs.upstackdata.com/troubleshooting/complete-guide-to-troubleshooting-your-upstack-data-tracking-pixel.md#1-make-sure-the-upstack-data-shopify-app-is-enabled).
* Check your ad links keep the click ID: [3. Check your store's browser events with the Upstack Pixel Helper](https://docs.upstackdata.com/troubleshooting/complete-guide-to-troubleshooting-your-upstack-data-tracking-pixel.md#3-check-your-store’s-browser-events-with-the-upstack-pixel-helper).

## 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**.

| What you see | What to do |
| - | - |
| **Click ID (fbc)** is low | See [Why is my click ID (fbc) percentage low?](#why-is-my-click-id-fbc-percentage-low) |
| **Phone number** is low | In Shopify Admin, click **Settings → Checkout** and set **Shipping address phone number** to **Required** |
| **Purchase** spikes at the same time every night | Subscription renewals are counted as purchases. Contact support |

## Why did my EMQ score drop?

| What happened | It means |
| - | - |
| You cut Meta ad spend | Fewer ad clicks, so fewer click IDs. Nothing is broken |
| You had few orders that week | Small numbers make the score swing |
| Another app also sends events to your pixel | Duplicate events lower the score |
| You connected a different pixel | You're reading the old pixel's scores |

* If another app sends events, see [Complete Guide to Fixing Duplicate Events and Double-Counted Conversions](https://docs.upstackdata.com/troubleshooting/complete-guide-to-fixing-duplicate-events-and-double-counted-conversions.md).
* If you changed pixel, see [How do I find the Meta pixel Upstack Data sends my events to?](#how-do-i-find-the-meta-pixel-upstack-data-sends-my-events-to)

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

| What you see | It means |
| - | - |
| An event has no score | It reaches Meta from the browser only |
| **ViewContent** is much lower than **PageView** | Your ads land on collection or landing pages, which don't send **ViewContent** |

Contact support for either one.

## Can I ignore Update recommended?

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](https://docs.upstackdata.com/troubleshooting/server-sending-expired-fbclid-value-in-fbc-parameter-in-events-manager.md)

## 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)?](https://docs.upstackdata.com/destinations/catalog/meta-capi/why-is-my-meta-emq-panel-showing-zeros-0-0-10.md)

## 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](https://docs.upstackdata.com/destinations/catalog/meta-capi/how-to-set-up-restricted-category-mode-for-meta-in-upstack-data.md).

## What are the custom events in Events Manager?

Extra purchase events Upstack Data sends so you can optimize and report on them.

| Event | What it is |
| - | - |
| **ncPurchase** | New customer purchase |
| **rcPurchase** | Returning customer purchase |
| **allPurchase** | Every order, including \$0 orders and returns |
| **lapsedPurchase** | Purchase by a lapsed customer who came back |
| **upsellPurchase** | Post-purchase upsell |
| **subscriptionInitialPurchase** | First subscription order |
| **subscriptionRecurringPurchase** | Subscription renewal |
| **highAOVPurchase** | High-value order, if you set it up |
| Starts with **fpc**, **lpc** or **fopc** | Purchase credited to the first, last or only paid ad click |
| Starts with **UPSTACK\_HW\_** | Sent by Restricted Category Mode |

More detail: [Set up NC and RC Purchase events in Meta](https://docs.upstackdata.com/destinations/catalog/meta-capi/set-up-nc-and-rc-purchase-events-in-meta.md) and [Purchase Event Attribution (FPC, LPC, FOPC)](https://docs.upstackdata.com/guides/attribution/purchase-event-attribution.md).

## 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](https://docs.upstackdata.com/destinations/catalog/meta-capi/how-to-approve-facebook-meta-custom-events.md)

## 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?

| Warning | What to do |
| - | - |
| **Access token missing** | Replace the **Conversion API Key** in Upstack Data |
| **Server sending modified fbc value** | Turn off tracking tools you used before Upstack |
| An error rate, such as **invalid price** | Open the sampled events. If values are blank, contact support |

* To replace the key, see [How to Update Facebook (Meta) Conversion API Key?](https://docs.upstackdata.com/destinations/catalog/meta-capi/how-to-update-facebook-meta-conversion-api-key.md)
* For the fbc warning, see [Server Sending Modified FBC Value](https://docs.upstackdata.com/troubleshooting/server-sending-modified-fbc-value-in-events-manager.md).

***

**Still stuck?** Contact [support@upstackdata.com](mailto:support@upstackdata.com) with your Pixel ID and a description of the issue. We typically respond within a few hours.


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