Facebook-for-woocommerce: ## same problem the pixel not registered the purchase action ##

[jerome2612]

hello
we alrealdy talk about this issue i already install the version 1.7.4 and now the 1.7.5
the pixel not register at all the purchase action with fb add and direct purchase
the pixel register add to cart // initiate payement but NO the purchase
do you have any lead about that
looking forward

[stelladex]

Hello! Same issue, purchase pixel and initiate check out are active but not registering any purchases with FB conversion or direct purchase. We have ceased our FB ads pending update.

[sammul]

@jerome2612 @stelladex
Can you guys share your website url so we can try out at least AddToCart to debug?

[jerome2612]

https://truktil.com/

[stelladex]

Sure, https://rogergracietv.com

Many thanks

Diane

From: Xia W [mailto:[email protected]]
Sent: 24 January 2018 00:57
To: facebookincubator/facebook-for-woocommerce [e-mail]
Cc: stelladex [e-mail]; Mention [e-mail]
Subject: Re: [facebookincubator/facebook-for-woocommerce] ## same problem the pixel not registered the purchase action ## (#230)

@jerome2612 https://github.com/jerome2612 @stelladex https://github.com/stelladex
Can you guys share your website url so we can try out at least AddToCart to debug?

—
You are receiving this because you were mentioned.
Reply to this email directly, view it on GitHub https://github.com/facebookincubator/facebook-for-woocommerce/issues/230#issuecomment-359984191 , or mute the thread https://github.com/notifications/unsubscribe-auth/AiE4-JDWYW6kfUhJ1LBRytm9EIBaBg1xks5tNn_OgaJpZM4Ro-J6 . https://github.com/notifications/beacon/AiE4-GPIEPN9eVmZ4gURzWLLZK0nJW06ks5tNn_OgaJpZM4Ro-J6.gif

[sammul]

@jerome2612 I checked your pixel data on our side, it has sent 2 purchases in the past 28 days

[sammul]

@stelladex I checked your pixel data on our side, it has sent 2 purchases in the past week. You need to adjust the time window to see more pixel data. The screenshot you sent only includes one day's event, so there might not be purchases on that day

[stelladex]

Yes, we know it was only for that day, as an example. For info, we have had well over 100 purchases since we made the update to 1.7.5 on 19th Jan and the pixel stopped recording purchases.

On the screenshot there were at least 20 purchases.

How can that be the issue closed?

From: Xia W [mailto:[email protected]]
Sent: 24 January 2018 18:05
To: facebookincubator/facebook-for-woocommerce [e-mail]
Cc: stelladex [e-mail]; Mention [e-mail]
Subject: Re: [facebookincubator/facebook-for-woocommerce] ## same problem the pixel not registered the purchase action ## (#230)

@stelladex https://github.com/stelladex I checked your pixel data on our side, it has sent 2 purchases in the past week. You need to adjust the time window to see more pixel data. The screenshot you sent only includes one day's event, so there might not be purchases on that day

—
You are receiving this because you were mentioned.
Reply to this email directly, view it on GitHub https://github.com/facebookincubator/facebook-for-woocommerce/issues/230#issuecomment-360221936 , or mute the thread https://github.com/notifications/unsubscribe-auth/AiE4-E_BJoQYnJy0_Y7iPVFfJDHVCQhrks5tN3DkgaJpZM4Ro-J6 . https://github.com/notifications/beacon/AiE4-FiNY-VGJ5DfK755LW7Y2MjWqNQKks5tN3DkgaJpZM4Ro-J6.gif

[sammul]

@stelladex I had a closer look at your pixel data. I did see the purchases dropped since Jan 18th. Do you remember which version were you on previously? You can try to install the older version to see if it can be fixed.

[stelladex]

Yes, we went back to 1.7.4, but that didn’t fix it weirdly, yet it was running fine on that before we went to 1.7.5. We’ve installed 1.7.5. via woo, then un-installed it and reinstalled from Github files. Still no difference.

From: Xia W [mailto:[email protected]]
Sent: 24 January 2018 18:28
To: facebookincubator/facebook-for-woocommerce [e-mail]
Cc: stelladex [e-mail]; Mention [e-mail]
Subject: Re: [facebookincubator/facebook-for-woocommerce] ## same problem the pixel not registered the purchase action ## (#230)

@stelladex https://github.com/stelladex I had a closer look at your pixel data. I did see the purchases dropped since Jan 18th. Do you remember which version were you on previously? You can try to install the older version to see if it can be fixed.

—
You are receiving this because you were mentioned.
Reply to this email directly, view it on GitHub https://github.com/facebookincubator/facebook-for-woocommerce/issues/230#issuecomment-360228398 , or mute the thread https://github.com/notifications/unsubscribe-auth/AiE4-EAKN85aTNrdin0MNuA6L42ZrwpEks5tN3YjgaJpZM4Ro-J6 . https://github.com/notifications/beacon/AiE4-EHMD3ttju2f6noix2yWTJRmu514ks5tN3YjgaJpZM4Ro-J6.gif

[sammul]

@stelladex Thanks for letting us know. One more question, did you install any other plug-in or change your website at the same time? Just want to make sure that the only change on your side was upgrading our plug-in

[stelladex]

No problem, really appreciate the help. Actually, looking back I think we may have done a Stripe gateway plugin update on the same day, but nothing new installed or changes made other than that.

From: Xia W [mailto:[email protected]]
Sent: 24 January 2018 18:34
To: facebookincubator/facebook-for-woocommerce [e-mail]
Cc: stelladex [e-mail]; Mention [e-mail]
Subject: Re: [facebookincubator/facebook-for-woocommerce] ## same problem the pixel not registered the purchase action ## (#230)

@stelladex https://github.com/stelladex Thanks for letting us know. One more question, did you install any other plug-in or change your website at the same time? Just want to make sure that the only change on your side was upgrading our plug-in

—
You are receiving this because you were mentioned.
Reply to this email directly, view it on GitHub https://github.com/facebookincubator/facebook-for-woocommerce/issues/230#issuecomment-360230103 , or mute the thread https://github.com/notifications/unsubscribe-auth/AiE4-DjwZHKkGWJZf19W_HkcGJ8UW4Ngks5tN3d_gaJpZM4Ro-J6 . https://github.com/notifications/beacon/AiE4-Jrg073qIcDNIxJerge3wJcK04Zlks5tN3d_gaJpZM4Ro-J6.gif

[sammul]

@stelladex Just got some feedback from the eng team, looks like we changed some pixel code for purchase event in 1.7.4. Would you mind trying 1.7.3 to see if it's working or not?

[stelladex]

We tried reverting to 1.7.3 on 19th first, as that was the last version we had stored locally, but that didn’t work, so then we went to 1.7.4 to try that, then back to 1.7.5 again.

From: Xia W [mailto:[email protected]]
Sent: 24 January 2018 21:00
To: facebookincubator/facebook-for-woocommerce [e-mail]
Cc: stelladex [e-mail]; Mention [e-mail]
Subject: Re: [facebookincubator/facebook-for-woocommerce] ## same problem the pixel not registered the purchase action ## (#230)

@stelladex https://github.com/stelladex Just got some feedback from the eng team, looks like we changed some pixel code for purchase event in 1.7.4. Would you mind trying 1.7.3 to see if it's working or not?

—
You are receiving this because you were mentioned.
Reply to this email directly, view it on GitHub https://github.com/facebookincubator/facebook-for-woocommerce/issues/230#issuecomment-360271540 , or mute the thread https://github.com/notifications/unsubscribe-auth/AiE4-HlICdVus7rowNCZkBGexf_y-1jnks5tN5nigaJpZM4Ro-J6 . https://github.com/notifications/beacon/AiE4-PzwF2GKeMzY5gtX3ZROTwG5vbbIks5tN5nigaJpZM4Ro-J6.gif

[stelladex]

One other thing that I thought of is that we only have one product (membership video plans), so when a purchase is made our woo settings are set to go straight to check out when something is added to the cart rather than to continue shopping So we never see any data for add to cart, but see initiate check out instead, then purchase.

From: Xia W [mailto:[email protected]]
Sent: 24 January 2018 21:00
To: facebookincubator/facebook-for-woocommerce [e-mail]
Cc: stelladex [e-mail]; Mention [e-mail]
Subject: Re: [facebookincubator/facebook-for-woocommerce] ## same problem the pixel not registered the purchase action ## (#230)

@stelladex https://github.com/stelladex Just got some feedback from the eng team, looks like we changed some pixel code for purchase event in 1.7.4. Would you mind trying 1.7.3 to see if it's working or not?

—
You are receiving this because you were mentioned.
Reply to this email directly, view it on GitHub https://github.com/facebookincubator/facebook-for-woocommerce/issues/230#issuecomment-360271540 , or mute the thread https://github.com/notifications/unsubscribe-auth/AiE4-HlICdVus7rowNCZkBGexf_y-1jnks5tN5nigaJpZM4Ro-J6 . https://github.com/notifications/beacon/AiE4-PzwF2GKeMzY5gtX3ZROTwG5vbbIks5tN5nigaJpZM4Ro-J6.gif

[sammul]

@stelladex that makes sense. If you want to retarget people, just use view content but not purchase, or initiate check out but not purchase.
So far we suspect the issue might because our pixel code is not fully compatible with Stripe plug-in. One way to verify this is disable Stripe and try place an order to see if pixel can be fired. Not sure if you are comfortable to test this, but it will definitely help us understand where the issue comes from.

[stelladex]

I’m sorry, we can’t do that as we have recurring monthly subscription payments going through all the time via Stripe tokens. Stripe is our only gateway, so we wouldn’t get the purchase pixel to fire without an active gateway, would we?

We really aren’t that concerned about having our store linked to FB page, our main aim is running conversion ads. Do you think we might be better off deleting this plug in and using FB for Wordpress set up instead?

From: Xia W [mailto:[email protected]]
Sent: 24 January 2018 21:25
To: facebookincubator/facebook-for-woocommerce [e-mail]
Cc: stelladex [e-mail]; Mention [e-mail]
Subject: Re: [facebookincubator/facebook-for-woocommerce] ## same problem the pixel not registered the purchase action ## (#230)

@stelladex https://github.com/stelladex that makes sense. If you want to retarget people, just use view content but not purchase, or initiate check out but not purchase.
So far we suspect the issue might because our pixel code is not fully compatible with Stripe plug-in. One way to verify this is disable Stripe and try place an order to see if pixel can be fired. Not sure if you are comfortable to test this, but it will definitely help us understand where the issue comes from.

—
You are receiving this because you were mentioned.
Reply to this email directly, view it on GitHub https://github.com/facebookincubator/facebook-for-woocommerce/issues/230#issuecomment-360278197 , or mute the thread https://github.com/notifications/unsubscribe-auth/AiE4-GPaYDquCXyvn5hPKC0ILdcac37bks5tN5-UgaJpZM4Ro-J6 . https://github.com/notifications/beacon/AiE4-BVQUJ2hDWubay6ElHvzRcYu5Qe6ks5tN5-UgaJpZM4Ro-J6.gif

[sammul]

@stelladex You can definitely try FB for Wordpress if only care about pixel events. I'm not 100% sure if it will work. So let us know if it works for you. If it's not, I can also help you report this to the owner of that plug-in. We can get more resource to figure it out.
So far, the best suspicion is the latest version of Stripe couldn't work with our pixel code.

One more suggestion from us is: If it's easy for you to downgrade to previous version of Stripe, you can do that and see if purchase can be fired. If yes, I suggest you to contact Stripe plug-in as well.
But I understand it's might be too much work for you. I'll tag this issue as a bug and we will try look into the compatibility between our plug-in and Stripe to see what we can do on our side. But this might take some time.

[stelladex]

OK, thanks for your help. I’ll speak to my colleague tomorrow to see if we can revert to the previous version of Stripe to test and will let you know the outcome anyway.

From: Xia W [mailto:[email protected]]
Sent: 24 January 2018 22:01
To: facebookincubator/facebook-for-woocommerce [e-mail]
Cc: stelladex [e-mail]; Mention [e-mail]
Subject: Re: [facebookincubator/facebook-for-woocommerce] ## same problem the pixel not registered the purchase action ## (#230)

@stelladex https://github.com/stelladex You can definitely try FB for Wordpress if only care about pixel events. I'm not 100% sure if it will work. So let us know if it works for you. If it's not, I can also help you report this to the owner of that plug-in. We can get more resource to figure it out.
So far, the best suspicion is the latest version of Stripe couldn't work with our pixel code.

One more suggestion from us is: If it's easy for you to downgrade to previous version of Stripe, you can do that and see if purchase can be fired. If yes, I suggest you to contact Stripe plug-in as well.
But I understand it's might be too much work for you. I'll tag this issue as a bug and we will try look into the compatibility between our plug-in and Stripe to see what we can do on our side. But this might take some time.

—
You are receiving this because you were mentioned.
Reply to this email directly, view it on GitHub https://github.com/facebookincubator/facebook-for-woocommerce/issues/230#issuecomment-360288394 , or mute the thread https://github.com/notifications/unsubscribe-auth/AiE4-DVvjCByT1BKPLIG2jrMOcvNz9yCks5tN6gsgaJpZM4Ro-J6 . https://github.com/notifications/beacon/AiE4-FEH5DdKBodry5cjStUvQpQzQHmMks5tN6gsgaJpZM4Ro-J6.gif

[jerome2612]

i had more purchase than 2 hopfully for me :-)
this problem continue since long time if you read all my precedent post about this subject with @mengyingdu
the problem for exemple the pixel event register one view conten one add to cart one initiate payement but NOT THE PURCHASE
so it's impossible for mr to get my real stat from power editor
i use wp +shoper theme nothing fancy
i already start there to explain this situation since more than 1 month
hope you can help with this
looking forward

[mengyingdu]

Hi @stelladex ,

Super thanks for your feedback and follow-up information. There may be a easier way to fix this and test if you can change this in Wordpress 'plugin editor' (It's a sub-tab under plugin tab on the left of your dashboard)

Select 'facebook-for-woocommerce' --> 'facebook-commerce-events-tracker.php' file -> remove these line

The commit is to fix some 'thankyou page' can't be fired, instead we a payment complete hook and prevent double fire there. Given we had another fix for general events, we can remove that now. I think the Stripe gateway plugin update maybe incompatible with the woo payment hook.

Let me know if it works or you need more help.
Thanks.

[stelladex]

Hi

Thanks so much for this, we are out of hours here in the UK now but will try it tomorrow and feed back

Diane

From: mengyingdu [mailto:[email protected]]
Sent: 25 January 2018 19:21
To: facebookincubator/facebook-for-woocommerce [e-mail]
Cc: stelladex [e-mail]; Mention [e-mail]
Subject: Re: [facebookincubator/facebook-for-woocommerce] ## same problem the pixel not registered the purchase action ## (#230)

Hi @stelladex https://github.com/stelladex ,

Super thanks for your feedback and follow-up information. There may be a easier way to fix this and test if you can change this in Wordpress 'plugin editor' (It's a sub-tab under plugin tab on the left of your dashboard)

Select 'facebook-for-woocommerce' --> 'facebook-commerce-events-tracker.php' file -> remove these line https://github.com/facebookincubator/facebook-for-woocommerce/blob/master/facebook-commerce-events-tracker.php#L254-L256

The commit is to fix some 'thankyou page' can't be fired, instead we a payment complete hook and prevent double fire there. Given we had another fix for general events, we can remove that now. I think the Stripe gateway plugin update maybe incompatible with the woo payment hook.

Let me know if it works or you need more help.
Thanks.

—
You are receiving this because you were mentioned.
Reply to this email directly, view it on GitHub https://github.com/facebookincubator/facebook-for-woocommerce/issues/230#issuecomment-360571536 , or mute the thread https://github.com/notifications/unsubscribe-auth/AiE4-HeYQaw_Kx0qmRnNDHq9NPuhh0Lyks5tONQtgaJpZM4Ro-J6 . https://github.com/notifications/beacon/AiE4-IIBmki0NoRXCujwSGgytzTusrjDks5tONQtgaJpZM4Ro-J6.gif

[jerome2612]

@ mengyingdu
Hello there this is it also for me?? I not use STRIPE but paypal ?
looking forward

[dmitridr]

We reproduced the issue on our test servers with Stripe and have a fix ready to ship. Should have a new release in a few hours, we think it will fix the issue for Paypal too.

[dmitridr]

We have a new version with the purchase event firing fix (v1.7.7), can you install it from the zip file in our latest releases section, or upgrade to it through the wordpress updater?

[jerome2612]

I did the update fv1.7.7) for now i don't have advertisement running so let's wait my next campaign i let you post soon as possible i have results
thank for your help 👍

[dmitridr]

Sure. I recommend v1.7.8, actually. v1.7.7 has a bug that affects a small % of users of the store, we fixed it just now.

[stelladex]

Hi

All sorted with the very last update!

Many thanks for your help.

Diane

From: mengyingdu [mailto:[email protected]]
Sent: 25 January 2018 19:21
To: facebookincubator/facebook-for-woocommerce [e-mail]
Cc: stelladex [e-mail]; Mention [e-mail]
Subject: Re: [facebookincubator/facebook-for-woocommerce] ## same problem the pixel not registered the purchase action ## (#230)

Hi @stelladex https://github.com/stelladex ,

Super thanks for your feedback and follow-up information. There may be a easier way to fix this and test if you can change this in Wordpress 'plugin editor' (It's a sub-tab under plugin tab on the left of your dashboard)

Select 'facebook-for-woocommerce' --> 'facebook-commerce-events-tracker.php' file -> remove these line https://github.com/facebookincubator/facebook-for-woocommerce/blob/master/facebook-commerce-events-tracker.php#L254-L256

The commit is to fix some 'thankyou page' can't be fired, instead we a payment complete hook and prevent double fire there. Given we had another fix for general events, we can remove that now. I think the Stripe gateway plugin update maybe incompatible with the woo payment hook.

Let me know if it works or you need more help.
Thanks.

—
You are receiving this because you were mentioned.
Reply to this email directly, view it on GitHub https://github.com/facebookincubator/facebook-for-woocommerce/issues/230#issuecomment-360571536 , or mute the thread https://github.com/notifications/unsubscribe-auth/AiE4-HeYQaw_Kx0qmRnNDHq9NPuhh0Lyks5tONQtgaJpZM4Ro-J6 . https://github.com/notifications/beacon/AiE4-IIBmki0NoRXCujwSGgytzTusrjDks5tONQtgaJpZM4Ro-J6.gif

[jerome2612]

hello there not enough results to say if 100% solve
I just not understand why FB register for one puchase the add to cart and the initiate check out
I mean should be ONLY the final result the purchase
is it a bug or normal?
looking forward

[jerome2612]

hello there is it possible this update have a issue with the custom audience ??
because now I can NOT create any custome audience and all my old custom audience disapear
looking forward

[dmitridr]

I'm closing this because the issue in the opening comment has been resolved. We have a separate thread for the custom audience issue as well. #242 I think.