Pixel says “Disconnected”

When the pixel card on Settings → Integrations shows Disconnected, Ordinary isn’t receiving session or event data from your storefront. This is usually one of five situations — each has a fix below.

Before you start

Confirm the symptom. On the Ordinary dashboard:

• Sessions card shows 0 for the last hour, OR
• The attribution report shows 0 sessions for today even if you have orders, OR
• Settings → Integrations → Shopify shows a Disconnected badge.

If sessions show up but are unusually low, the pixel is likely connected — see Attribution numbers don’t match Shopify instead.

Cause 1: Shopify hasn’t finished activating the pixel yet

Symptom: you just installed Ordinary. Disconnected badge is showing, but it’s been <5 minutes since install.

Fix: wait 5-10 minutes. Shopify’s Customer Events pixel takes a short time to propagate across their CDN. Refresh the page; the status will flip to Connected on its own.

If it’s still Disconnected 15 minutes post-install, move to Cause 2.

Cause 2: The pixel needs reinstalling (stale scopes)

Symptom: you installed Ordinary before a recent app update, and we added new scopes since. The pixel was activated under the old scope set and Shopify now blocks activation under the new one.

Fix: reinstall from your Shopify admin.

1. In your Shopify admin, go to Apps → Ordinary.
2. Reopen the app to re-grant the current scope set.
3. Wait ~30 seconds after the redirect back to Ordinary.
4. Refresh Settings → Integrations.

If you aren’t prompted to re-grant scopes (Shopify sometimes short-circuits OAuth when scopes are already satisfied), email support@tryordinary.com and we’ll help reactivate your pixel.

Cause 3: The Customer Events pixel was manually disabled

Symptom: Settings → Customer events in Shopify admin shows the Ordinary app pixel as Disabled.

Fix: re-enable it.

1. In Shopify admin, go to Settings → Customer events.
2. Under App pixels, find “Ordinary”.
3. Click the three-dot menu → Enable.

The status should flip to Connected in Ordinary within a minute.

Cause 4: A second “Custom” pixel is intercepting events

Symptom: your store has a second Ordinary-labeled pixel listed under Custom pixels (not App pixels), and it’s capturing events before the app pixel can.

Fix: disable the Custom pixel.

1. In Shopify admin, go to Settings → Customer events.
2. Under Custom pixels, find any Ordinary-labeled pixel.
3. Click Disable (don’t delete — disabling is reversible if needed).

With the Custom pixel disabled, the App pixel takes over immediately.

Cause 5: The store isn’t on a plan that supports Customer Events

Symptom: you’re on the Shopify Starter plan or Shopify Lite. The Customer Events API isn’t available on these plans.

Fix: upgrade to Basic Shopify or higher. Ordinary’s first-party pixel requires Customer Events, which launched with Basic.

If upgrading Shopify isn’t an option, Ordinary’s Free tier still works — you just won’t see pixel-based attribution, only Shopify order data.

Still stuck?

If the pixel is Disconnected and none of the above applies, email support@tryordinary.com with:

• Your shop domain (e.g. brand.myshopify.com)
• When you noticed the problem
• A screenshot of Settings → Customer events → App pixels in Shopify admin

We’ll investigate and help reactivate your pixel.

Related articles

• Customer Events pixel extension — how the pixel works under the hood.
• Orders not showing up — distinct problem; pixel issues affect sessions/attribution, order-sync issues affect orders.