Omnikyo/Help Center
Troubleshooting

Fix pixel and conversion tracking problems

Troubleshoot Meta Pixel setup, missing events, Test mode, and campaign tracking problems on your store.

The status pill shows "Browser only"

What you see: The pixel status pill on Settings › Ads and tracking › Facebook and Instagram › Pixel shows a warning badge Browser only.

Why it happens: Your pixel ID is saved and the store has one, but Server events is off or there is no Conversions API access token. The browser pixel fires (page views, clicks, cart adds), but the server cannot send order details and customer data to Meta, so match quality is lower and iPhones on iOS 15+ may not track properly.

How to fix it:

  1. Open Settings › Ads and tracking › Facebook and Instagram › Pixel tab.
  2. Turn on Server events (the switch).
  3. If it asks for an access token, go to Events Manager → your pixel → Settings → Conversions API → Generate access token. Copy and paste it into the Access token field.
  4. Click Save. The status should change to Tracking on.

If the status stays Browser only, check that the token is still valid in Meta Events Manager (tokens can expire or be revoked). Generate a new one if needed.

The status pill shows "Test mode"

What you see: The pixel status is Test mode (warning badge).

Why it happens: You have set a Test event code in the Pixel tab. While it is set, server events and orders are sent only to Meta's test report, not your real ad results. This is useful for testing without affecting your campaign performance, but it must be cleared to count events.

How to fix it:

  1. Open Settings › Ads and tracking › Facebook and Instagram › Pixel tab.
  2. Under Check it works → Test event code, select the Clear code button.
  3. Click Save. The status should change to Tracking on (if the token exists) or Browser only (if there is no token yet).

No events in Meta Events Manager

What you see: You open Events Manager → your pixel → Diagnostics (or the Test events tab), but no events arrive even though you have browsed the store and placed test orders.

Why it happens:

  • The pixel is not set up or is on Browser only and has no server events.
  • The pixel ID is wrong (a typo or the wrong pixel).
  • The store is not published or is disabled.
  • An ad blocker is blocking Meta's script.
  • You are not waiting long enough (events batch every ~15 seconds).

How to fix it:

  1. Check that the pixel is set up: Settings › Ads and tracking › Facebook and Instagram › Pixel tab. The status should be Tracking on (green), not Not set up or Browser only. If it is not, follow the fix for Browser only (above).
  2. Check the pixel ID: In Events Manager, open your pixel and find the ID under the pixel name. Make sure it matches the Pixel ID field in Settings exactly (no extra spaces).
  3. Check that the store is published: Settings › Sales channels › Store. The status should show as connected and published.
  4. Check for ad blockers: Some browsers (Brave, Firefox with tracking protection, or extensions like uBlock) block Meta's pixel script. Try disabling the ad blocker and reload the store.
  5. Wait a few seconds: Events batch and send every ~15 seconds or when the page closes. Browse the store, place an order, wait 20 seconds, and check Events Manager again.
  6. Look at the Diagnostics tab in Events Manager: it shows hits to the pixel in the last hour, even if the event name is missing. If you see hits there, the pixel is firing; the event may just be named differently than you expect.

Events arrive in Events Manager but are missing after you save pixel settings

What you see: Events were appearing in Events Manager, but after you saved changes to the Pixel tab (like adding the access token), they stopped.

Why it happens: The store's pixel settings cache is 15 minutes old. The cache is revalidated when you publish the store, not when you save Pixel settings.

How to fix it:

  1. Go to your store's front page (or the dashboard).
  2. Open the designer (click on the store card in Settings › Sales channels).
  3. Click Publish to push the new pixel settings to the storefront.
  4. Wait 30 seconds, then browse the store and place a test order. Check Events Manager again in a minute.

If that does not work, refresh the store page in your browser (Ctrl+Shift+R or Cmd+Shift+R to skip the cache) and try again.

Orders don't show a campaign, ad, or channel

What you see: You open an order and the Source row shows no channel badge and no campaign details.

Why it happens:

  • The landing URL had no UTM tags, no Meta click id (fbclid), and no referrer.
  • Your Meta ads use UTM parameters but not Meta dynamic parameters ({{campaign.id}}, {{ad.id}}, {{creative.id}}).
  • The connection is to your own website and the _okyo cookie was not sent (cookies off, different domain, or an old link).
  • Tracking was not enabled when the order was placed.

How to fix it:

  1. For Meta campaigns, add Meta dynamic parameters to the ads:

    • In Meta Ads Manager, edit the ad → the URL parameters field.
    • Add {{campaign.id}}&utm_medium=paid_social&utm_source=facebook (or similar).
    • Save the ad. Future orders will include the campaign id.

  2. For manual links, use UTM parameters:

    • Add ?utm_source=facebook&utm_medium=paid_social&utm_campaign=july-sale to the end of your store URL.
    • Example: https://myshop.com?utm_source=facebook&utm_medium=paid_social&utm_campaign=july-sale.
    • Use different utm_campaign values for each campaign or promotion so you can tell them apart.

  3. For connected websites, make sure the domain is saved:

    • Go to Settings › Sales channels › Your website › Keys and domain tab.
    • Check that the website address is saved (the domain must match the site the customer visits).
    • If the cookie was not sent, tracking is incomplete. The site owner can check if the script tag is on the page and the domain matches.

Duplicate Purchase events in Meta

What you see: Events Manager shows two Purchase events for the same order, or Meta says "This event was received twice."

Why it happens:

  • The browser pixel fired a Purchase event and the server also sent one (very rare, usually a page reload after checkout).
  • For a connected website, a developer may have called Omnikyo.track("Purchase", …) in addition to the server sending the event (the browser fire and server event both count).

How to fix it:

  1. For the Omnikyo store, this is unusual. Reload the order confirmation page and check if the duplicate is still there. If it is, Meta de-duplicates by event id, so after a few minutes the second one is removed.

  2. For a connected website, ask the developer to remove any Omnikyo.track("Purchase", …) calls from the JavaScript. Omnikyo sends Purchase from the server; the browser event is not needed and causes duplication.

bKash orders show weak match quality

What you see: Orders from bKash payments appear in Meta Events Manager, but the match quality or frequency is low. Comparison orders from COD or other methods seem stronger.

Why it happens: When a bKash order is paid, the Purchase event sent to Meta includes the order total and items, but does not include the customer's IP, browser user agent, fbp, or fbc cookies (because bKash payment happens after the original session). Meta cannot match the event as strongly to a user.

How to fix it:

bKash's post-purchase payment flow creates this limitation, and Omnikyo cannot change it. Match quality for bKash will be lower than for COD. If you want stronger tracking, you can:

  1. Offer a discount or incentive for COD or online prepayment.
  2. Ensure COD orders carry strong attribution (UTM tags or Meta click ids).
  3. Use your own pixel data (if you have collected it independently) to supplement Meta's record.

There is no flag or setting to improve bKash match quality on Omnikyo's side.

Other ways people ask this

  • pixel kazi korche na keno
  • events manager e kono event nai
  • test mode clear kore dibo
  • ad blocker pixel block korche
  • campaign order e dekhay na
  • বিজ্ঞাপন tracking কাজ করছে না
  • bkash order weak tracking
  • pixel id sothik ache ki
  • server events কী

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Checked against the product on 2026-10-02.