> ## 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 Your Upstack Data Tracking Pixel

> Step-by-step checks to confirm Upstack Data is tracking your store and sending events to Meta, with where to go, what to click and what to look for.

Work through these checks in order.

## 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](https://docs.upstackdata.com/sources/catalog/shopify/how-to-ensure-upstack-data-theme-app-extension-is-enabled.md)

**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 settings](https://docs.upstackdata.com/sources/catalog/shopify/how-to-setup-upstack-custom-pixel-privacy-settings.md)

If you see other tracking pixels in the list, such as Elevar or Omega, [turn off your old tracking](https://docs.upstackdata.com/guides/migrations/disable-existing-tracking.md).

## 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](https://docs.upstackdata.com/destinations/catalog/meta-capi/how-to-disable-facebook-and-instagram-data-sharing-in-shopify.md)

**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](https://docs.upstackdata.com/destinations/catalog/tiktok/how-to-disable-tiktok-data-sharing-in-shopify.md)

## 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](https://chromewebstore.google.com/) 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](https://docs.upstackdata.com/guides/pixel-helper/how-to-install-upstack-data-pixel-helper.md)

**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](#1-make-sure-the-upstack-data-shopify-app-is-enabled).

**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?](https://docs.upstackdata.com/troubleshooting/complete-guide-to-fixing-duplicate-events-and-double-counted-conversions.md#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](https://docs.upstackdata.com/guides/pixel-helper/how-to-use-upstack-data-pixel-helper.md#verifying-click-id-capture)

## 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](https://docs.upstackdata.com/troubleshooting/destination-token-expired-or-auth-error.md).

**2. Check the Meta Pixel ID matches your Meta dataset**

1. Go to [Meta Events Manager](https://business.facebook.com/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](https://docs.upstackdata.com/destinations/catalog/meta-capi/how-do-i-find-my-facebook-ads-pixel-dataset-id.md)

**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](https://docs.upstackdata.com/destinations/catalog/meta-capi/how-to-generate-my-facebook-conversion-api-key.md).
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](https://docs.upstackdata.com/destinations/catalog/meta-capi/how-to-update-facebook-meta-conversion-api-key.md)

## 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](https://business.facebook.com/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?](https://docs.upstackdata.com/troubleshooting/complete-guide-to-fixing-duplicate-events-and-double-counted-conversions.md#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](#2-make-sure-shopify-isn’t-also-sending-your-conversions-to-meta-and-tiktok).

Full walkthrough: [Complete Guide to Troubleshooting Meta Pixel with Meta Events Manager](https://docs.upstackdata.com/troubleshooting/complete-guide-to-troubleshooting-meta-pixel-with-meta-events-manager.md)

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

**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](https://docs.upstackdata.com/destinations/catalog/meta-capi/low-rate-of-pixel-events-covered-by-conversions-api-in-meta-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.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.