> ## Documentation Index
> Fetch the complete documentation index at: https://docs.northbeam.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Pixel Tracking

> Diagnose online orders that appear as Not Attributed.

Northbeam uses two sources to attribute an online order:

* **Server data** comes from Shopify, another commerce integration, or the Orders API.
* **Pixel data** comes from the Northbeam Pixel and `firePurchaseEvent`.

<span id="step-2-check-order-tracking-status" style={{ display: "block", scrollMarginTop: "7rem" }} />

<span id="-server-data-missing-shopify-orders" style={{ display: "block", scrollMarginTop: "7rem" }} />

<span id="-server-data-missing-non-shopify-orders" style={{ display: "block", scrollMarginTop: "7rem" }} />

<span id="-fully-tracked" style={{ display: "block", scrollMarginTop: "7rem" }} />

<span id="🟢-fully-tracked" style={{ display: "block", scrollMarginTop: "7rem" }} />

## 1. Find an example order

Open [Orders](https://dashboard.northbeam.io/orders) and search for the exact order ID.

| What you find | What it means | Next check |
| :- | :- | :- |
| Order is absent | Northbeam may not have received the backend order. | Check the commerce connection or Orders API response. |
| Attributed: **No** | Northbeam received the order but could not connect it to a customer journey. | Check `firePurchaseEvent` and the order ID. |
| Attributed: **Yes** | The order is attributed. | Check report settings if the order still appears incorrect. |

<span id="-pixel-data-missing" style={{ display: "block", scrollMarginTop: "7rem" }} />

<span id="🟡-pixel-data-missing" style={{ display: "block", scrollMarginTop: "7rem" }} />

## 2. Troubleshoot an order that is Not Attributed

Confirm that:

1. `firePurchaseEvent` fires after a successful checkout.
2. `firePurchaseEvent` and the backend order use the exact same order ID.
3. The order ID matches character for character, including capitalization, prefixes, spaces, and punctuation.
4. The checkout domain and payment flow support the expected pixel tracking.

Open [Pixel and Event Tracking](https://dashboard.northbeam.io/settings/tracking-script-tags) and review the [Purchase Events guide](/docs/purchase-pixel).

<span id="-not-trackable" style={{ display: "block", scrollMarginTop: "7rem" }} />

<span id="🟡-not-trackable" style={{ display: "block", scrollMarginTop: "7rem" }} />

## 3. Check whether missing pixel tracking is expected

Some orders do not complete through a standard web checkout and may be Not Attributed by design. Examples include:

* Recurring subscriptions
* Draft orders
* Offline or POS orders
* Wholesale orders
* Some marketplace or app purchases

<span id="step-1-check-pixel-tracked-percentages" style={{ display: "block", scrollMarginTop: "7rem" }} />

## 4. Check the trend

Compare attributed orders before and after the issue began. A sudden drop that aligns with a site, domain, consent, or checkout change should be investigated using examples from both periods.

If you cannot isolate the cause, [submit a Northbeam Support request](https://www.northbeam.io/submit-a-support-ticket) with example order IDs and their **Attributed** values.