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If your Upstack dashboard shows “Waiting for first events” after installation, the most common cause is that the Upstack Data app embed is disabled in your Shopify theme. This guide walks you through how to verify and fix it.

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Why this happens

When you install the Upstack Data app, it loads a tracking script into your Shopify theme via an app embed — no hard-coding needed. This embed loads the pixel and sends events (page views, add to carts, purchases, and so on) to Upstack Data and your connected platforms. The app embed must stay enabled when deploying new themes. Shopify can disable it when you:
  • Publish a new theme without carrying over the embed.
  • Revert to an older theme version from before the app was installed.
  • Duplicate a theme from a backup without the embed enabled.
When the embed is off, no events reach Upstack Data and the dashboard stays stuck on “Waiting for first events.”
You can hard-code the Upstack Data script in your theme’s Liquid for earlier load priority, but all customers use the standard app embed — it’s easier to manage and requires no code maintenance.

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How to fix it

1

Enable the Upstack Data theme app extension

Make sure the Upstack Data theme app extension is enabled. See How to ensure the Upstack Data theme app extension is enabled for the step-by-step setup.
2

Verify with the Pixel Helper

Confirm events are firing using the Upstack Data Pixel Helper Chrome extension:
  1. Navigate to your live store in Chrome.
  2. Click the Pixel Helper icon in your toolbar.
  3. You should see events (PageView, ViewContent, and so on) as you browse.
If events appear, your pixel is working correctly and the dashboard will begin populating shortly.

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A note on Shopify’s checkout

Shopify loads custom pixel events inside sandboxed iframes that most browser extensions — including the Facebook Pixel Helper — can’t access. If you see events on product and cart pages but not on checkout or thank-you pages, that’s expected behavior. To confirm checkout events, use Facebook Events Manager’s server-side events tab. Upstack guarantees server-side delivery for every purchase, so events will always appear there.

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Still not seeing events?

  • Clear your browser cache or use incognito — Upstack caches pixel config for 30 minutes. If you browsed before enabling the embed, your session may have cached the “disabled” state.
  • Confirm you’re on your live theme — the embed must be enabled on the published theme, not a draft.
  • Check for conflicting scripts — other tracking tools hard-coded in your theme (for example, Elevar LMR scripts) may interfere. They’re safe to remove once you’ve fully migrated to Upstack.
  • Check for duplicate pixels — ensure Shopify’s native Facebook data sharing is off (Sales channels → Facebook & Instagram → Settings → Share data) to avoid duplication.
  • Contact support — reach out via Slack or in-app chat with your store URL and our team will inspect your setup.

Enable theme app extension

Install the Pixel Helper

How to use the Pixel Helper

Events not reaching destination