Mautic Community Forums

Tracking Code & Shopify Not Matching up to Contacts

Your software
My Mautic version is: 2.16.3
My PHP version is: 7.2

Your problem
My problem is:
We have installed the tracking code on Shopify and enabled on Mautic side:
Identify visitor by tracking url
Identify visitor by device fingerprint
Identify visitors by IP

The problem is that we are able to track all visitors however it is not connecting them to the contacts.

I signed in as a user, see that I am signed in, however I do not see any Events under my contact.

Any pointers on how to even start debugging this.

These errors are showing in the log:

Steps I have tried to fix the problem:

There are 2 things here:

  1. if you have the admin cookie in your browser, than you won’t be tracked. You need to delete that cookie first.

  2. If you imported the contacts, than they won’t get tracked automatically, Mautic needs to make the connection. This is usually done by sending the first email out. Once they open/click emails, the contact is bound to an email address + computer (cookie) and you can see when they return.

Good luck,

1 Like

Hey @joeyk

Thanks I will try this.

The contacts were imported using the shopify plugin.

I will go ahead and try what you suggested and see how that goes.

Will let you know how it goes.


@mikew , I just ran into this myself. Funny to read my answer and getting angry at myself.
In fact, my suggestion doesn’t work.
This is the issue I ran into (running 3.2.1 on this one)

1. User checks shopify page with Mautic tracking

  • tracking works perfectly, anonimous user is created, and tracked properly.

2. User chooses products, goes to the cart

  • tracking still works, contact is seen last in the cart.

3. User pays

  • tracking doesn’t register that, but it’s okay, shopify keeps its system closed.

4. Shopify Plugin submits the email data via API

  • new contact is created with NO tracking history, just an email address. Identified by Shopify Plugin.
    this is still how it’s expected

5. Contact get’s a thank you mail with tracking image and a link

6. User opens email and clicks

  • here is the problem: even by opening on the same browser the Contact Nr. 2. will be continued to be tracked. Our Contact No.1. will be abadoned, and tracking won’t happen anymore, and previous tracking is also not merged together.

So we will have 2 profiles:
Contact No 1.: With pre-purchase info, anonymous
Contact No 2.: With Post-Purchase, identified

And both contacts would have the same Mautic Device Id.

The question is: why are these 2 contacts not merged?
Plz help :slight_smile:

I did reproduce this on multiple occasions.
I would love to know if this is normal behaviour.
The question is: will an anonymous contact merged into a known contact based on an email open?
when does the system merge an unknown contact into a known contact based on mautic device id?

If this is not happening, is that a bug or expected behaviour?