Common issues
A symptom to fix list for the problems merchants hit most often, with the page that solves each one.
Start here. Find your symptom in the table, then follow the link. Most fixes take a few minutes.
What you'll need
- Access to your site, or to the Luria app inside your Shopify admin.
- A private browser window with extensions and blockers off.
- About five minutes.
Steps
Step 1: Match your symptom
| Symptom | Likely cause | Where to fix it |
|---|---|---|
| Nothing is being recorded on a non-Shopify site | Tag is not in <head>, site ID is wrong, or the browser is blocking Luria | Snippet not firing |
| The Luria app in Shopify says "Code not added yet" or the pixel is "Not seen yet" | Luria is still adding its tag to your live theme, or the custom pixel is not saved and connected | Install on Shopify |
| Your pages look unchanged | Allowance used, changes waiting for approval, tracking off, or the test is still gathering sessions | No variants serving |
| Orders are not showing up as conversions | Terms not approved, pixel not reporting, or the order carried no Luria attributes | Orders missing |
| Luria's count is lower than Shopify's | Luria counts attributed orders, net of full refunds; Shopify counts every order | Numbers don't match Shopify |
| One order looks like two conversions | A conversion call on a page that Luria already counts automatically | Duplicates |
| A consent banner appeared on your site | The snippet asks for consent in the EU, UK and Switzerland before tracking anything | Consent |
| Banner reads "Free limit reached, variants paused" | Your 100 free attributed conversions are used | Plans and metering |
| The Overview says "{n} waiting for you" | You are in Approve first mode | Approvals |
Step 2: Make the change, then wait about a minute
Serving decisions are cached for up to 60 seconds. After Luria pauses or resumes your site, give it about a minute before you judge the result.
Step 3: Retest in a clean window
Open a private window with blockers off and load the page. Your own browser remembers the arm it was assigned, so a normal window will keep showing you the same version.
Verify it worked
On Shopify, open the Luria app in your admin. The Setup checklist should read "Live on your store", "Accepted" and, for the pixel, "Sending data".
On other platforms, load your site in a private window and check your browser's network panel for requests to luriart.com. Verify your install walks through it.
Common failures
- You published a new theme. Luria adds its tag to the new live theme by itself, usually within about 10 minutes. If the app still says "Code not added yet" an hour later, email hello@luriart.com.
- Headless or Hydrogen storefronts. Luria serves through a tag in your Shopify theme, so headless storefronts are not supported.
- Single page apps. The snippet runs once per full page load and does not follow in-app route changes. Install it on marketing and sales pages, not inside a logged-in app.
- Testing with an automated browser. Requests from headless and crawler user agents are filtered out, so scripted checks will not appear in your numbers.