Events aren't reaching a platform

Work through these in order. Each one rules out one part of the chain.

1. 1. Is PixelRelay paused?

   Go to Settings → Relay and look at Send events to connected platforms. If it says Paused, turn it on.

   Nothing is sent while it's paused, and events from that time aren't sent later. See Pause PixelRelay and choose who tracks each network.

2. 2. Is tracking switched on for that platform?

   If you set up with Guided setup, PixelRelay sends nothing to a platform until you switch it on there.

   1. Open Guided setup.
   2. Finish the items for that platform: connection details, store check, plan approval in Shopify (Plan & Billing) and the switch-over checklist (steps for each platform). A saved test event code has to be cleared too.
   3. Select Enable for that platform, for example Enable Meta tracking.

3. 3. Check the platform's card

   Open Connections and look at the platform's card:

   • Test mode (Meta and TikTok): a test event code is saved, so events only show in that platform's Test Events tab. Select Edit and clear the test code.
   • Token required or Incomplete: the setup isn't finished. Select Finish setup.
   • Connect instead of Edit and Disconnect: it isn't connected yet.

4. 4. Is the event in the event log?

   Open Reports → Event log and find a recent order or event. If it isn't listed, PixelRelay never got it, so no platform could have received it.

   • Purchases are sent when Shopify marks the order as paid. An unpaid or pending order won't be there yet. Orders from a suppressed source (Settings → Filters) are never sent, and orders PixelRelay only hears about days late are skipped as stale.
   • Browsing events (product views, add to cart) need PixelRelay running on your storefront. On a standard theme, go to Online Store → Themes → Customize → App embeds and check PixelRelay Pixel is on, then save. On Hydrogen, check POST /api/relay returns 204 in your browser's Network tab. See the Hydrogen quickstart.
   • Page, product and cart views are hidden from the list by default. Untick Hide page & product views to see them. Page views are also only sent if Track page views server-side is on, which needs Pro or higher.

   For orders, Reports → Overview → Purchases & delivery says why an order wasn't delivered. Examples: it arrived while paused, before a platform was connected, or after you passed your monthly event limit.

   Purchases arrive from Shopify's order notification, so they show up even when the storefront tracking is broken. If purchases appear but browsing events don't, the problem is on the storefront.

5. 5. The event is listed, but a network's icon is missing

   PixelRelay skipped that network on purpose. The usual reasons:

   • Who tracks each network? is set to My existing setup for it (Settings → Relay).
   • Attribution is on Smart. Google Ads and Microsoft Ads only get purchases that have their own click ID. See Choose which networks get each sale.
   • A product exclusion removed every item in the order. See Exclude products from conversions.
   • The visitor declined cookies. PixelRelay removes their personal details and ad IDs, and some networks then skip an event they can't match. Microsoft Ads does this when there's nothing to identify the person. See Privacy & consent.
   • You already run a Snapchat or Pinterest tag on your storefront. PixelRelay holds back its own copy of browsing events for that network so they aren't counted twice.
   • The network doesn't take that event. LinkedIn only gets purchases, for example.
   • The event name is custom. Launch and Growth skip event names PixelRelay doesn't recognize. Pro and higher send them to GA4 and Segment.

6. 6. The network is there but the event wasn't accepted

   The platform refused it. Hover the icon for the reason, or set the status filter to Needs attention (failed or partial). See Check delivery in the event log.

7. 7. It says Delivered, but the platform shows nothing

   Usually this is reporting lag, not a failed delivery. Platforms can take hours to show new conversions, and Google Ads can take up to a day.

   Check the platform's own debugging tool first. Meta Test Events, Google Tag Assistant and GA4 DebugView show arrivals well before reports do.

   If it's still missing after a day and PixelRelay says Confirmed, the platform got the event. Email us the event ID from Download CSV in the event log.

Hydrogen only: events arrive but the browser tags never run

If server events arrive but attribution cookies are always missing, your Content-Security-Policy is probably blocking the vendor tags. There's no error for this. In the console, check that window.google_tag_manager is defined. See step 3 of the Hydrogen quickstart.

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