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Facebook Pixel: Troubleshooting

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The pixel does not fire

Symptom: fbevents.js does not load in the browser, or the Meta Pixel Helper reports no pixel.

Check and solution

1. Enable Tracking must be on, in the right sales channel (the configuration applies per sales channel).
2. The Pixel ID must consist of digits only. Spaces or letters cause nothing to be output at all.
3. With Require Cookie Consent: does your consent solution set one of the recognised cookies with a recognised value? See Consent and cookies. After the cookie is set, the page has to be reloaded.
4. With Klaro: does the Klaro Service Name match the service in MmdKlaroConsent, and has the visitor consented to the service? In the page source, the script appears as type="text/plain" with data-name.
5. Clear the cache: bin/console cache:clear
6. Check the browser console for JavaScript errors and for ad blockers.

The Klaro service is missing in MmdKlaroConsent

Symptom: There is no "Facebook Pixel" entry in the cookie management.

Solution: The service is only created if the MmdKlaroConsent table already existed at activation or migration. Install MmdKlaroConsent and activate Facebook Pixel again. If you change the Klaro Service Name, create the service with the new name in MmdKlaroConsent yourself.

CAPI events do not appear in Events Manager

Checks in order

1. Use Test connection in the plugin configuration. The message tells you whether Pixel ID and access token are correct.
2. Enable Tracking and Enable Conversions API are on.
3. The event is listed in Server-Side Events. An empty selection sends nothing.
4. Consent exists (with Klaro the klaro cookie, otherwise the cookie check).
5. The message consumer is running: bin/console messenger:consume async. Without a consumer, messages stay in the queue.
6. Watch the Test Events tab of Events Manager with a Test Event Code.
7. Search the log for the channel mmd_facebook_pixel. Failed deliveries appear as the warning "CAPI event delivery failed" and are not retried.

Events appear twice

In the redundant setup, every event arrives once from the browser and once from the server. Meta merges them through the shared event ID. If true duplicates still appear:

1. The pixel base code must only be loaded once per page.
2. No other Facebook Pixel plugin, and no pixel in the theme or a tag manager, may be active.

AddToCart appears too often or not at all

AddToCart is tied to the cart page, not to the "add to cart" action:

• Every view of the cart page sends one event per product line item, including products that were in the cart before.
• Visitors who go from the offcanvas cart straight to checkout do not trigger AddToCart.

See Events and data.

Prices are 0 or wrong

1. Check the Track Gross Prices setting: on for B2C, off for B2B.
2. Check that the products have prices in the current sales channel.

The connection test reports an error

Known limitations

• Failed CAPI deliveries are not retried.
• The plugin does not set a consent cookie itself. Consent has to come from your consent solution or Klaro.
• In the "Own cookie check" mode, whether the pixel scripts are output is decided while the page is rendered. Consent takes effect from the next page that is loaded.
• The noscript image for browsers without JavaScript is also output in Klaro mode and cannot be blocked by Klaro.