Issue with the add to cart event

Hey @fotske

I understand that you have a higher number of add-to-cart events than usual.

First, could you check if your pixel is working properly using the Pixel Helper extension.

If it’s working as expected, to rule out that events are not being triggered from other places, please perform a theme and plugin conflict test.
?
The best way to determine this is to:

• Temporarily switch your theme to Storefront
• Disable all plugins except for WooCommerce
• Repeat the action that is causing the problem

If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

Hope this helps!

Hello @danndumia.

I have the same problem. On my business facebook page i have this notification : Check that you’re sending valid and unique values for the ip_address parameters for your AddToCart event and that the data is normalized correctly. See the screenshot here : https://ibb.co/MD37GbP

Thank you in advance for your help. This distorts all our advertising campaigns. I remain at your disposal if you need more information.

Damien

Hi @designp,

I’m afraid per the forum rules, you’d have to create a new thread for your issue. Please create a new thread and share your site’s system status report on the thread.

You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. .

Hey @danndumia,

I checked with the Pixel Helper extension and I get a warning for the “Page View”, “View content” and “Add to cart” events:

“We detected event code but the pixel has not activated for this event, so no information was sent to Facebook. This could be due to an error in the code, but could also occur if the pixel fires on a dynamic event such as a button click.Learn more”.

Also, it seems that the “Add to cart” event does not fire each time I make an add to cart (for some products the event doesn’t fire).

Thank you very much in advance for your help.

Hey @fotske

How did you install your Facebook pixel? If you installed it manually, could you delete the code and install it from the plugin. Also please deactivate any other plugins that may be connected to Facebook and see if this resolves the issue.

Thanks!

Hey @danndumia

I did not install the Facebook pixel manually, I installed it from the plugin.

I don’t have any other plugin that may be connected to Facebook (except for WooCommerce maybe but I cannot test the “add to cart” without the WooCommerce plugin…).
I deactivate another plugin called “Conversios.io – Google Analytics and Google Shopping plugin for WooCommerce” but it did not solve the issue.

Can you maybe check the Facebook pixel code on my website to check if there is a problem?

Thank you very much in advance for your help.

Hello,

Sorry to hear about this issue

For better assistance, I’d need to ask for additional pieces of information:

Can you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.?

You can also do the following:

— Go to Marketing > Facebook.
— Enable debug mode at the bottom of the screen and save the settings.
— Repeat the steps to replicate the error with the add-to-cart event.
— Go to WooCommerce > Status > Logs.
Select the Facebook log from the dropdown and click on the “View” button.

You can paste the logs here in your reply. Thanks.

We’ll look forward to hearing from you.

Hi,

I added a product to the cart on the website and here is the Facebook log:

07-18-2022 @ 08:02:37 - Request
method: GET
uri: https://graph.facebook.com/v13.0/321206179057611?fields=name
user-agent: Facebook-for-WooCommerce/2.6.17 (WooCommerce/6.7.0; WordPress/6.0.1)
body:
duration: 0.07023s

07-18-2022 @ 08:02:37 - Response
code: 200
message: OK
body: {"name":"IRO - Catalogue plugin Facebook for WooCommerce","id":"321206179057611"}

07-18-2022 @ 08:02:55 - Request
method: POST
uri: https://graph.facebook.com/v13.0/553546704997012/events
user-agent: Facebook-for-WooCommerce/2.6.17 (WooCommerce/6.7.0; WordPress/6.0.1)
body: {"data":[{"action_source":"website","event_time":1658124175,"event_id":"867adc1e-7199-4de9-8730-23bb740e3e2d","event_source_url":"https:\/\/www.matcha-iro.com\/shop\/matcha\/matcha-bio-premium-ceremonial-grade\/","custom_data":{"content_name":"Matcha bio Premium Ceremonial Grade 30g","content_ids":"[\"MAT001_469\"]","content_type":"product","contents":"[{\"id\":\"MAT001_469\",\"quantity\":1}]","content_category":"Matcha","value":"29.90","currency":"EUR"},"user_data":{"client_ip_address":"2a02:a03f:625b:5200:2078:55b7:1c8a:35","client_user_agent":"Mozilla\/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit\/537.36 (KHTML, like Gecko) Chrome\/103.0.0.0 Safari\/537.36","em":"120cb9683f84ad43868daf57b06061039aa2362b3977c465ece6668c655de34b","fn":"b23ab94e88f39d6a75ef12e39ac890b02668dba698bde6073f8f2efff282b0e3","ln":"8c6976e5b5410415bde908bd4dee15dfb167a9c873fc4bb8a81f6f2ab448a918","external_id":"d4735e3a265e16eee03f59718b9b5d03019c07d8b6c51f90da3a666eec13ab35","ct":"e48263d1881d0ae6887e0d8c06a0d117dc4e37c9ac475aa29b8709a3428533cc","zp":"2c58b3a68ac99f845a207a613ce245b3fd2dd839320355a9778e9319f96363b2","ph":"994efffdf85fc650ce411881f63fcd5fb4f3a0ddb844224ed3acf18a264fee42","country":"46599c5bb5c33101f80cea8438e2228085513dbbb19b2f5ce97bd68494d3344d","fbc":"","fbp":""},"event_name":"ViewContent"}],"partner_agent":"woocommerce-6.7.0-2.6.17"}
duration: 0.10628s

07-18-2022 @ 08:02:55 - Response
code: 200
message: OK
body: {"events_received":1,"messages":[],"fbtrace_id":"AeHeGLQGt9m45dlMCqw34Rc"}

07-18-2022 @ 08:03:03 - Request
method: POST
uri: https://graph.facebook.com/v13.0/553546704997012/events
user-agent: Facebook-for-WooCommerce/2.6.17 (WooCommerce/6.7.0; WordPress/6.0.1)
body: {"data":[{"action_source":"website","event_time":1658124183,"event_id":"0f6ea029-047b-421a-844e-7a907f0d751f","event_source_url":"https:\/\/www.matcha-iro.com\/shop\/matcha\/matcha-bio-premium-ceremonial-grade\/","custom_data":{"content_ids":"[\"MAT001_469\"]","content_name":"Matcha bio Premium Ceremonial Grade 30g","content_type":"product","contents":"[{\"id\":\"MAT001_469\",\"quantity\":1}]","value":29.89999999999999857891452847979962825775146484375,"currency":"EUR"},"user_data":{"client_ip_address":"2a02:a03f:625b:5200:2078:55b7:1c8a:35","client_user_agent":"Mozilla\/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit\/537.36 (KHTML, like Gecko) Chrome\/103.0.0.0 Safari\/537.36","em":"120cb9683f84ad43868daf57b06061039aa2362b3977c465ece6668c655de34b","fn":"b23ab94e88f39d6a75ef12e39ac890b02668dba698bde6073f8f2efff282b0e3","ln":"8c6976e5b5410415bde908bd4dee15dfb167a9c873fc4bb8a81f6f2ab448a918","external_id":"d4735e3a265e16eee03f59718b9b5d03019c07d8b6c51f90da3a666eec13ab35","ct":"e48263d1881d0ae6887e0d8c06a0d117dc4e37c9ac475aa29b8709a3428533cc","zp":"2c58b3a68ac99f845a207a613ce245b3fd2dd839320355a9778e9319f96363b2","ph":"994efffdf85fc650ce411881f63fcd5fb4f3a0ddb844224ed3acf18a264fee42","country":"46599c5bb5c33101f80cea8438e2228085513dbbb19b2f5ce97bd68494d3344d","fbc":"","fbp":""},"event_name":"AddToCart"}],"partner_agent":"woocommerce-6.7.0-2.6.17"}
duration: 0.10439s

07-18-2022 @ 08:03:03 - Response
code: 200
message: OK
body: {"events_received":1,"messages":[],"fbtrace_id":"AmOp8V0HD2U_XuBjOzphWg7"}

07-18-2022 @ 08:05:19 - Request
method: POST
uri: https://graph.facebook.com/v13.0/553546704997012/events
user-agent: Facebook-for-WooCommerce/2.6.17 (WooCommerce/6.7.0; WordPress/6.0.1)
body: {"data":[{"action_source":"website","event_time":1658124319,"event_id":"c7639324-380a-42c6-922c-80db89e13b63","event_source_url":"https:\/\/www.matcha-iro.com\/shop\/matcha\/matcha-bio-premium-ceremonial-grade\/","custom_data":{"content_ids":"[\"MAT001_469\"]","content_name":"Matcha bio Premium Ceremonial Grade 30g","content_type":"product","contents":"[{\"id\":\"MAT001_469\",\"quantity\":1}]","value":29.89999999999999857891452847979962825775146484375,"currency":"EUR"},"user_data":{"client_ip_address":"2a02:a03f:625b:5200:2078:55b7:1c8a:35","client_user_agent":"Mozilla\/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit\/537.36 (KHTML, like Gecko) Chrome\/103.0.0.0 Safari\/537.36","em":"120cb9683f84ad43868daf57b06061039aa2362b3977c465ece6668c655de34b","fn":"b23ab94e88f39d6a75ef12e39ac890b02668dba698bde6073f8f2efff282b0e3","ln":"8c6976e5b5410415bde908bd4dee15dfb167a9c873fc4bb8a81f6f2ab448a918","external_id":"d4735e3a265e16eee03f59718b9b5d03019c07d8b6c51f90da3a666eec13ab35","ct":"e48263d1881d0ae6887e0d8c06a0d117dc4e37c9ac475aa29b8709a3428533cc","zp":"2c58b3a68ac99f845a207a613ce245b3fd2dd839320355a9778e9319f96363b2","ph":"994efffdf85fc650ce411881f63fcd5fb4f3a0ddb844224ed3acf18a264fee42","country":"46599c5bb5c33101f80cea8438e2228085513dbbb19b2f5ce97bd68494d3344d","fbc":"","fbp":""},"event_name":"AddToCart"}],"partner_agent":"woocommerce-6.7.0-2.6.17"}
duration: 0.10261s

07-18-2022 @ 08:05:19 - Response
code: 200
message: OK
body: {"events_received":1,"messages":[],"fbtrace_id":"Arkh9RKB6zb63BDUx00H9i_"}

Thank you very much for your help.

Hey @fotske

I am sorry that the issue still persists. However, I could not check your pixel code since you haven’t provided us with your website URL yet.

The triggers could be from another plugin, theme, or a code snippet added to your site. I would suggest a complete conflict test where you disable all plugins leaving only WooCommerce and Facebook for WooCommerce plugins only. Also, disable any code or script added to the site and temporarily switch your theme to Storefront.

With all this done please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

Thanks!

Hey @danndumia,

How can I provide you my website URL and my site’s System Status in a secure way?
Would it be possible to send you this information by email?

Concerning the conflict test, I don’t want to disable all plugins on my live website.
Does it work if I do it on a staging website (www.staging.mywebsite.com)?

Thank you very much for your help.

Hi @fotske

How can I provide you my website URL and my site’s System Status in a secure way?

You could use a service such as Pastebin https://pastebin.com/ and set the deadline to a week or so, giving us enough time to look at it and help you with the issue. Setting an expiration date will automatically remove the paste in Pastebin.

Would it be possible to send you this information by email?

Since this is a public forum, everyone can step in to help and not only plugin support staff. For this reason, we do not provide private email addresses for support. If you would prefer private support to have someone troubleshoot your site, we’d recommend reaching out to hire one of the vetted WooCommerce developers here: https://woocommerce.com/customizations/

Concerning the conflict test, I don’t want to disable all plugins on my live website. Does it work if I do it on a staging website (www.staging.mywebsite.com)?

Certainly, you can! We often recommend that. Many hosting providers offer site staging facilities, but if you don’t have such a feature, you can create one with the WP Staging plugin.

• This reply was modified 2 years, 4 months ago by Margaret S. woo-hc.