> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.omegatheme.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Check your tracking and fix common issues

Once you are set up, here is how to confirm events are flowing, and what to do when something looks off.

## Check that events are arriving

1. Visit your storefront: view a product, add it to the cart.
2. On the app's Home page, click **"Check now"**. The app asks ChatGPT directly and shows how many events arrived **in the last 15 minutes**, split by source, for example "3 from the browser, 2 from the server". You can click it once every 30 seconds.

You can also check in ChatGPT Ads Manager, under Conversions, on your pixel's event list.

## Two rows per event is correct

In Ads Manager each action shows two rows: one from the browser and one from the server. Both carry the same event ID, so ChatGPT counts the action **only once**. The server row is what keeps your data complete when a browser blocks ad scripts. Nothing to fix.

## Purchases arrive a little later

Purchase events from the server wait for Shopify to confirm the order, so a test order can take a few minutes to show up. Conversion numbers in campaign reports can take up to a day to settle. Both are normal.

## "Check now" shows 0

- Make sure someone actually visited the store in the last 15 minutes; test it yourself.
- Accept the cookie or consent banner first if your store shows one: tracking only runs for shoppers who consent, following your Shopify privacy settings.
- Check the setup guide on Home: if "Web pixel connected" shows an error, click **"Resync web pixel"**.

## Pixel health messages on the Pixels page

- **"Key isn't valid"**: the key was revoked. Create a new key in Ads Manager (Conversions, Conversion keys) and use **"Replace key"**.
- **"Browser only (no server key)"**: the pixel has no server key, so you lose ad-blocker-proof tracking. Edit the pixel and use **"Add key"**.
- **"No events in 24h"**: setup is fine, there was just no traffic. Visit the store and check again.
- **"Turned off"**: the pixel is paused. Click **"Turn on"**.

Use **"Test connection"** on a pixel any time to verify the app can reach ChatGPT with your key.

## Still stuck?

Contact our support team and include the **"Request ID"** shown in the error banner, plus the time window you tested in. That lets us trace the exact requests.