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Work through these checks in order.

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1. Make sure the Upstack Data Shopify app is enabled

1

Turn on the Upstack Data app embed

  1. In Shopify Admin, click Online Store → Themes.
  2. On your live theme, click Customize.
  3. In the left sidebar, click the App embeds icon.
  4. Find Upstack Data and make sure its toggle is on.
  5. Click Save.
Full walkthrough with screenshots: Turn on the Upstack Data app embed
2

Check the Upstack Data custom pixel is connected

  1. In Shopify Admin, click Settings → Customer events.
  2. Find the UpstackData custom pixel and look for Connected next to it.
  3. Click UpstackData. Set Permission to Not required and Data sale to Data collected does not qualify as data sale.
  4. Click Save.
Full walkthrough: Set up the custom pixel privacy settingsIf you see other tracking pixels in the list, such as Elevar or Omega, turn off your old tracking.

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2. Make sure Shopify isn’t also sending your conversions to Meta and TikTok

If Shopify shares data with Meta or TikTok as well, those platforms count each purchase twice. Skip a step if you don’t have that sales channel installed.
1

Turn off Facebook & Instagram data sharing

  1. In Shopify Admin, click Sales channels → Facebook & Instagram.
  2. Click the Settings tab.
  3. Under Share data, click Change.
  4. Turn Share data off.
  5. Click Save.
Full walkthrough: Turn off Facebook and Instagram data sharing
2

Turn off TikTok data sharing

  1. In Shopify Admin, click Sales channels → TikTok.
  2. Click the Settings tab, then the Data sharing tab.
  3. Under Customer Data Sharing, click Disconnect next to your TikTok Pixel.
  4. Click Disconnect again to confirm.
Full walkthrough: Turn off TikTok data sharing

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3. Check your store’s browser events with the Upstack Pixel Helper

The Upstack Pixel Helper is a Chrome extension that lists each event the Upstack pixel sends from the page you’re on.
1

Install the Upstack Pixel Helper

  1. In Chrome, go to the Chrome Web Store and search for Upstack Data Pixel Helper.
  2. Check the publisher is Upstack Data, then click Add to Chrome → Add extension.
  3. Click the Extensions icon (puzzle piece) in the Chrome toolbar and click the pin next to Upstack Data Pixel Helper.
Full walkthrough: Install the Upstack Data Pixel Helper
2

Check page views and product views

  1. Open your store’s home page in Chrome.
  2. Click the Upstack Data Pixel Helper icon in the toolbar.
  3. Look for a page_view event in the list.
  4. Open any product page and look for a view_content event.
If no events appear, go back to section 1.
3

Check add to cart fires once

  1. On a product page, click Add to cart once.
  2. In the Pixel Helper, look for one add_to_cart event.
  3. Click the event and check the price and product name match the product you added.
If the event appears more than once for one click, see Why does add to cart fire twice?.
4

Check your ad click IDs are captured

  1. Add ?fbclid=test to the end of your store’s address, for example https://yourstore.com/?fbclid=test, and load the page.
  2. In the Pixel Helper, click the page_view event.
  3. Look for the Click ID field and check it has a value.
Full walkthrough: Use the Upstack Data Pixel Helper

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4. Make sure your Upstack Data destinations are set up and healthy

1

Check each destination shows Healthy

  1. In Upstack Data, click Destinations.
  2. Look at the status next to each destination’s name: Healthy, Unhealthy or Inactive.
  3. If a destination you use shows Inactive, click the More options menu on its card, then click Connect.
If a destination shows Unhealthy, see Destination Token Expired or Auth Error.
2

Check the Meta Pixel ID matches your Meta dataset

  1. Go to Meta Events Manager.
  2. In the Data Sources list, click your pixel.
  3. Click the Settings tab and find the Dataset ID at the top.
  4. In Upstack Data, click Destinations, then click your Meta destination.
  5. Check the Meta Pixel ID is the same number as the Dataset ID.
Full walkthrough: Find your Meta Pixel (Dataset) ID
3

Replace the Meta access token if Meta shows Unhealthy

  1. In Meta Events Manager, generate a new Conversions API access token: Generate your Meta Conversions API token.
  2. In Upstack Data, click Destinations, then click your Meta destination.
  3. Paste the new token into Conversion API Key, replacing the old one.
  4. Click Save Changes.
  5. Go back to Destinations and check Meta shows Healthy.
Full walkthrough: Update your Meta Conversions API token

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5. Check Meta is receiving your events in Events Manager

1

Check purchases arrive from both the browser and the server

  1. In Meta Events Manager, click your pixel, then click the Overview tab.
  2. Find Purchase in the events list and click it.
  3. Look for events received from both Browser and Server.
Use the Overview tab for this check, not Test Events. Upstack events don’t show in Test Events.How Meta counts the two copies once: Which counts are normal and not duplicates?
2

Compare Meta purchases with your Shopify orders

  1. In the Events Manager Overview, note the Purchase total for the last 7 days and divide it by 2. Meta lists each purchase twice, once from the browser and once from the server.
  2. In Shopify Admin, click Orders and count your online store orders for the same 7 days.
  3. Look for half of Meta’s total to be close to your order count. If it’s about double, go back to section 2.
Full walkthrough: Complete Guide to Troubleshooting Meta Pixel with Meta Events Manager
3

Approve Upstack's custom events

  1. On the Overview tab, look for any event with a red triangle ⚠️ next to it, such as ncPurchase.
  2. Click the event, then click Manage status.
  3. Click I acknowledge, then Confirm the custom event, then Confirm.
  4. Refresh the page and check the red triangle is gone.
Full walkthrough: Approve Meta custom events
4

Check the warnings on the Diagnostics tab

  1. Click the Diagnostics tab.
  2. If you see Low rate of pixel events covered by Conversions API, leave it. Don’t click Review solution and don’t set up Meta’s Conversions API Gateway, because that sends every event a second time.
Why this warning shows up: Low rate of pixel events covered by Conversions API
Still stuck? Contact support@upstackdata.com with your Pixel ID and a description of the issue. We typically respond within a few hours.