Upgrade Breaks Multisite Pixel Connections

  • stevesand

    (@stevesand)


    8 months ago

    Hi Facebook for WooCommerce Team

    We’ve encountered a serious issue with the plugin on WooCommerce Multisite. When connecting one site in the network to a Facebook Ads account, all other sites become disconnected and start using the same pixel and tracking as the newly connected site.

    This issue has caused all our ads to stop performing and tracking to fail across the network since mid-September.

    It appears that the plugin may be storing the connection data in a global table or file, rather than within each site’s individual database tables where it belongs. Could you please investigate and fix this as soon as possible? The problem seems to have started after one of your recent updates, and it has broken all our Facebook ads.

    Thank you for your help

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter stevesand

    (@stevesand)

    8 months ago

    Hi,
    I’ve done some further testing and it appears the issue is caused by the plugin updating the _options table for every site in the entire network when connecting a single site. This overwrites the pixel and catalog IDs for all other sites, rather than keeping them separate for each site.

    Thread Starter stevesand

    (@stevesand)

    8 months ago

    Another update after spending many hours investigating this issue.

    The bug is worse than I first described. After checking all my sites, I found that the plugin randomly connects to the first pixel and catalog in the Meta account, ignoring the pixel selected during onboarding. It then sends tracking data and products to the wrong pixel and catalog for the wrong site.

    Previously you could select a specific pixel and catalog during setup and this was working correctly. Something has changed, now you can only select the pixel but this selection is now ignored and replaced with the first pixel and its catalog in the account.

    I checked my events in Facebook and realised that this issue has been ongoing for weeks, resulting in wrong tracking and ads showing incorrect products across sites. I have reinstalled the plugin many times now, cleared caches, and erased data, but the problem remains. The plugin will randomly chose the first pixel and catalog in the account.

    The only current workaround is to manually replace the wrong pixel and catalog IDs in the database for each site.

    Please fix this issue urgently as it is breaking tracking and has been wasting significant ad spend.

    Thank you.

    Thread Starter stevesand

    (@stevesand)

    7 months, 2 weeks ago

    Hi Facebook, I have not heard back from you.
    This bug cost me 4 weeks of ad spend to the wrong pixels, I’ve tried to reach and get answers on:
    1. If you will solve it for future updates or if I have to keep my manual override fix
    2. How do I get compensated for the many thousands spent with tracking to the wrong pixel

    • This reply was modified 7 months, 2 weeks ago by stevesand.
Viewing 3 replies - 1 through 3 (of 3 total)

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