# Pixel says "Disconnected"

> What the Disconnected pixel status means, how to diagnose why it's not active, and how to reactivate it.

Source: https://help.tryordinary.com/troubleshooting/pixel-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](https://help.tryordinary.com/troubleshooting/attribution-mismatch)
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](mailto: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](mailto: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](https://help.tryordinary.com/integrations/customer-events-pixel)
  — how the pixel works under the hood.
- [Orders not showing up](https://help.tryordinary.com/troubleshooting/orders-missing) — distinct problem; pixel
  issues affect sessions/attribution, order-sync issues affect orders.