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Troubleshooting

General ↑ Back to top

Where can I report a bug or suggest improvements? ↑ Back to top

Log into your WooCommerce.com account and place your ticket there.

Additionally please copy and paste the debug information from the support page of the plugin into your support ticket.

The most common issues in case the pixels don’t work ↑ Back to top

  • Caching: If you run some caching layer, the server might still serve cached versions of the pages. You will need to delete the cache.
  • Minification, combination and concatenation: Some minification and combination plugins mangle up the injected JavaScript code to an extend, that the tracking pixels stop working. You will need to turn minification, combination and concatenation off and try again.

Is wpm_get_cart_items slowing down my website? ↑ Back to top

Short answer: No

Long answer:

First some information on what wpm_get_cart_items is doing.

While a visitor is browsing a shop he might add some products to the cart. Each time he uses the minicart to modify his selection, by adding or removing products, we need to make sure to have all product information handy in order to send pixel events with all relevant data to Google, Meta (Facebook), etc. Unfortunately it is not possible to include this information on page load within the HTML code, because caching mechanisms could serve outdated data to the browser. That’s why we need a mechanism like wpm_get_cart_items that will fetch all the current product data for the minicart from the server.

And now to the question if wpm_get_cart_items is slowing down the website.

Some users have noticed in the network tab of their browsers that the wpm_get_cart_items call adds one more request, which on slow servers can take even more than a second to fullfil. It is using the standard WordPress Ajax function to fetch the product data.

But is this not slowing down the website?

The wpm_get_cart_items call happens after the browser has signalled the load event, which happens after all content has already been successfully loaded.

INFO

The load event is fired when the whole page has loaded, including all dependent resources such as stylesheets and images.

Reference: Mozilla MDN Web Docs

INFO

PageSpeed measures the loading time of your page starting from the initial request to when the last embedded resource (JS, CSS, images, etc.) has finished loading. So that’s essentially when $(window).load() is triggered.

Reference: Lèse Majesté’s answer on Stackoverflow

So the wpm_get_cart_items doesn’t slow down the download or rendering of a WooCommerce shop in any way.

My theme shows a script code on the front-end that shouldn’t be there ↑ Back to top

The plugin uses a script output to track products in a way that works with every caching system.

It outputs that code wrapped in a <script></script> tag that is fully compliant HTML code.

Because the code is wrapped in <script></script> tags the theme should ignore the code and not output it visibly to the front-end.

There is nothing we can do from our side. You have to ask the theme developer to update the theme to ignore all code that’s wrapped in <script></script> tags.

In its current version, the Elementor Related Product and Upsell Product Widgets don’t properly process the <script> output created by the WooCommerce Pixel Manager. It should be hidden and not visible. This is an issue that only can be fixed by the creators of the Elementor Related Products and Upsell Product Widgets as described in the following troubleshooting article.

Luckily, there is a workaround for users of the Elementor Related Products Widget. Instead of using the built-in Elementor Related Products Widget, you can use the following shortcode,

[related_products limit="X"]

Similarly, for replacing the Elementor Upsell Products Widget, you can use this code published by bekarice: https://gist.github.com/bekarice/a3305c18d32b4de9d8b7

We already have placed a bug report on Elementor’s GitHub issue tracker: https://github.com/elementor/elementor/issues/16934

The bug report shows another way for the users to fix the problem, enabling them to keep using the Elementor widgets. But it can’t persist over Elemetor updates, so you need to keep updating this with every Elementor update. Use it at your own risk.

We’d recommend that you give the issue a thumbs up or add your own comment so that the Elementor developers see how frequently that problem happens and increase the priority of that issue.

We’re in direct contact with Elementor, but at the moment we can’t say for sure if and when they are going to fix this on their end.

Meta (Facebook) ↑ Back to top

Server Sending Invalid Match Key Parameters ↑ Back to top

The way our plugin generates and sends the match key parameters prevents a mismatch to happen. Either they are sent correctly and matched by our plugin, or they are not sent at all.

The usual explanation for this warning is one or several of the following:

  • You recently enabled Meta (Facebook) CAPI. In that case, Meta (Facebook) sometimes, unfortunately, mixes up old with new values and generates this warning. Fortunately, this transitory situation is only temporary and resolves just by waiting a few days. In this case the recommendation is to simply dismiss the warning. If the warning shows up again, have a look at the other possible reasons. If the issue you are encountering is not listed, feel free to contact support.
  • You are running a second instance of the Meta (Facebook) pixel through another plugin or custom code. If that is the case then that code is missing the correct match keys and causes the warning. Please disable additional Meta (Facebook) plugins and/or remove additional custom Meta (Facebook) code. Then dismiss the warning in Meta (Facebook). If the warning reappears, go ahead and contact support.

Purchase Event delay from the server (Conversion API) ↑ Back to top

Under normal conditions, the plugin sends the purchase event immediately to Meta (Facebook). But, when a payment for the order fails, no purchase event is being sent through the Conversion API. Only when the payment on that order is recovered at a later point in time, then the purchase event is sent to Meta (Facebook). This can lead to a Purchase Event delay from server warning. It can be safely ignored.

Potentially violating Personal data sent to Meta (Facebook) ↑ Back to top

This happens when Meta (Facebook) detects URL parameters that potentially contain personal data (PII) in the path of the URL.

Example: http://example.com/account/reset-password?username=johndoe

In this case Meta (Facebook) detects that username probably contains personal information, issues a warning and redacts the information like this: http://example.com/account/reset-password?username=_removed_

Our plugin does not add any information to the URL path. The only information that our plugin is sending through the browser pixel is product and order data. The source of this warning are URL paths generated by the server and must be fixed there.

Meta (Facebook) in some cases is “trigger happy” and issues a warning although there is no personal data in the URL path.

Example: http://example.com?_ip=123456

In this case _ip=123456 resembles an IP address, but in your case, it might be something completely different. If you are sure it is not personal information, you can safely ignore the warning.

I am getting “Failed to load resource: net::ERR_BLOCKED_BY_CLIENT” ↑ Back to top

This is usually caused by an ad-blocker in the browser.

In order to fix this, temporarily disable the ad-blocker or switch to another browser that doesn’t have an ad-blocker enabled.

Read more about this here.

Incompatible Plugins ↑ Back to top

WC Custom Thank You ↑ Back to top

Plugin homepage: link

INFO

The plugin creates a custom order thankyou page for WooCommerce, but doesn’t follow the WooCommerce standard for the order confirmation page. In order for conversion pixels to fire on the WooCommerce order confirmation page, every WooCommerce theme must implement the correct output for the is_order_received_page() conditional. This is valid for plugins that modify the purchase confirmation page too. On top of that, the WC Custom Thank You plugin has not been updated in a long time and the developer has stopped to answer support requests.

Misconfigured Bidding Strategy ↑ Back to top

It can happen that Google Ads throws the warning “Misconfigured bidding strategy“. The hover text shows “Your campaign is running with limited performance. Set up conversion tracking for your account to improve your performance, spending and see reporting“.

INFO

Unfortunately, this warning sometimes is thrown even if conversion tracking is set up just fine.

Typically, the warning is thrown on Smart Shopping campaigns. Additionally, conversion tracking for Smart Shopping campaigns have more requirements in order to run well. If those are not met, the same warning is thrown.

  1. First, make sure that conversion tracking has been set up correctly. Double check the conversion ID and conversion label.
  2. Make sure that the product ID type is the same as the one you use in Google Merchant Center. The product IDs must match.
  3. Smart Shopping campaigns require at least 30 conversions within a time frame of the past 30 days. And, in order for them to be able to use the remarketing lists, there must be at least 100 visitors per list in the past 30 days. Once the requirements are matched, the warning will go away.
  4. If you don’t think you can match the requirements in the near future, it is better to run a standard shopping campaign.

Issue: ID never received ↑ Back to top

Sometimes Google Ads shows a warning saying the ID was never received. Unfortunately, that warning is shown even in cases where everything works perfectly fine.

You can check yourself if IDs are being received in the audience report. Switch the graph to Parameters > ID hits. If you see a graph like the following, everything is ok and you can dismiss the warning and don’t need to continue reading further.

If you see incoming ID hits in the graph and still want to investigate the warning further, please ask Google support.

On the other hand, if you don’t see ID hits in the graph, please continue reading.

It doesn’t mean that Google Ads is always wrong when it comes to that warning. There are cases where the Google Ads warning can be right. Here is a list of possible causes:

  • You’ve set the wrong conversion ID. Double check and correct it if necessary.
  • When setting up the remarketing audiences you’ve enabled retail and the custom audience. The plugin can only send the signal for one or the other, not for both (which would not make sense anyway). So one of those verticals never receives an ID (usually custom), in which case you will see that warning show up regularly, but usually can dismiss it. Unfortunately the custom vertical can not be turned off once enabled.
  • There is some reason that is blocking the remarketing script from sending events correctly, usually some kind of JavaScript optimization plugin.

Make sure that none of the above reasons are causing this problem.

The best way to check if the ID is being sent is to use the Google Tag Assistant

Here’s how to check:

1. Open the Google Tag Assistant: tagassistant.google.com.

2. In Google Tag Assistant, instruct to open one of your product pages.

3. If the product page is a variable product, select the drop-down(s) to choose one variation.

4. Then switch back to the Google Tag Assistant tab.

5. In the middle pane, click on dataLayer.

6. In the left sidebar, click on the view_item event. If you’ve also set up Google Analytics, you will see several view_item events. Click through each of those until you see in the dataLayer the event that is sending events to your Google Ads conversion ID.

7. Once you find the correct event, check if the ID is being sent. If so, all is good. You have proof that the ID is being sent and the warning is wrong. You can dismiss it.

8. If you would like, you can also take those results and ask the Google Ads support to fix that warning. (It would be a great help for us, because we investigate way too many of those false positive warnings).

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