Troubleshooting
Common Meta Pixel + CAPI problems and how to fix them.
Troubleshooting
1. Pixel JS doesn't show up on the site
Symptom: Network tab has no request to connect.facebook.net.
Check:
- Is Pixel ID filled in Settings > Integrations > Meta Ads? Status badge should be "Active"
- Hard-refresh the public site (Ctrl+Shift+R) — cache may serve an old version
- DevTools > Console — if you see
fbq is not defined, the script failed to load. Check connection or ad blockers - Inspect HTML
<head>— should contain a<script>tag forfbevents.js
2. Purchase event missing in Events Manager
Symptom: order is paid in Alusio, but Test Events / Overview shows no Purchase.
Check:
- Is the order really
paid? Verify in dashboard Orders - Did the Midtrans webhook fire? Check log at
/dashboard/[siteSlug]/orders/[id]— should have a paid timestamp - Is the CAPI Access Token still valid? Tokens can expire if regenerated in Meta. Regenerate + paste again
- In dedup mode: also check the browser Pixel fires (on redirect to
/order/[id]/success). Ad blockers can block it
3. Duplicate events
Symptom: 1 order produces 2 Purchase events in Meta.
Cause: dedup isn't working because event_id differs between Pixel and CAPI.
Check: in the Pixel JS fired from /order/[id]/success, the eventID param must match the order UUID used by CAPI. See helpers src/lib/meta/pixel.ts and src/lib/meta/capi.ts — both use order.id.
4. CAPI returns 400
Symptom: Alusio server log shows a Meta API response with status 400.
Common causes:
- Invalid Access Token — regenerate in Events Manager
- Invalid Pixel ID — must be 15–16 digits, from your Pixel
- user_data missing — at least 1 PII must be hashed and sent. Customers without email/phone may fail
- action_source missing — Alusio sets
websiteby default, no need to touch
5. Low Event Match Quality (< 5.0)
Cause: too little / unmatched PII sent to CAPI.
Fix:
- Require email + phone at checkout (Settings > Checkout)
- Add First Name / Last Name fields to the checkout form
- Use customers' real emails, not burner addresses
6. Custom event from Builder doesn't fire
Check:
- Button element — ensure Event Name is filled in the Meta Tracking section
- Page was published after editing the Builder?
- Refresh the public page, click the button — open DevTools Console and look for the
fbqcall - Test in Incognito (extensions off) to rule out ad blockers
Need help?
Contact support: support@alus.io with: Pixel ID, site slug, and the affected event.