FAQs

1. I’ve followed the setup steps, but no events show up in TikTok Events Manager. What should I do?

Please check these:

• Did you enter the correct Pixel ID in the app?

• Is the app embed enabled in your Shopify theme?

• Did you wait at least a few minutes and reload your storefront?

If everything seems correct, use the Test Events tab in TikTok Events Manager to confirm. You can also try clearing your browser cache.

2. Why do I see only Pixel events but not API events (or vice versa)?

This usually means one part of the setup is incomplete.

• Pixel events = browser tracking (check embed block is active)

• API events = server tracking (check if Access Token is added correctly)

Make sure you filled in both Pixel ID and Access Token in the app.

3. Are events being sent twice? Will this affect my reporting?

No need to worry about duplicates! Our app automatically adds a unique event ID to each event. This tells TikTok that the two signals are the same action, not duplicates.

Even though events like “Purchase” are sent from both the browser (Pixel) and the server (Events API), Facebook will only count the event once.

So if you see both "browser" and "server" events in TikTok Events Manager — that’s actually a good sign. It means your tracking setup is complete and working correctly.

4. My Pixel ID is correct but nothing is tracked. Could it be the theme?

Yes, some Shopify themes may block custom tracking unless the app is embedded correctly.

• Go to Shopify Admin > Themes > Customize > App Embeds

• Turn on

• Save changes

Still not working? Contact support — our team can assist with your theme setup.

5. How can I verify that Purchase events are sent correctly?

• Place a test order

• Go to TikTok Events Manager > Test Events

• Look for Purchase event with parameters like: value, currency, content_ids, content_type

6. I have multiple stores/businesses — can I use different Pixels?

Yes! Our app supports multiple Pixels. Just make sure each store or business uses the correct Pixel and Access Token.

7. What if I skip adding a custom pixel

The app will still work, but only Events API tracking will be active and some browser-based events may not be recorded.