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• "Key isn't valid": the key was revoked.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.

Updated on: 06/10/2026