Zero Health Score

Symptom

The Health Dashboard shows:

  • 0% success rate
  • No data in Customer Journey Funnel
  • Empty provider breakdown

Understanding Health Data

Health metrics are calculated by comparing:

  • Shopify orders (expected conversions)
  • Tracking events received (actual conversions)

A 0% score means one of these data sources is missing.

Diagnostic Steps

Step 1: Check for Recent Orders

Health data requires orders in the selected time period.

  1. Go to Shopify Admin → Orders
  2. Check for orders in the last 7 days
  3. If no orders, health can’t be calculated

Solution: Wait for orders, or adjust date range.

Step 2: Check Webhook Configuration

Order webhooks must be registered for health tracking.

  1. Go to Shopify Admin → Settings → Notifications
  2. Scroll down to Webhooks
  3. Look for webhooks with your TrackShift app URL

Expected webhooks:

  • orders/create
  • app/uninstalled
  • app_subscriptions/update

If missing:

  1. Uninstall TrackShift
  2. Reinstall from Shopify App Store
  3. Complete setup wizard
  4. Webhooks should register automatically

Step 3: Check Pixel Event Flow

Even if orders exist, pixel events must be received.

  1. Go to TrackShift → Validation
  2. Look for any events in the list
  3. If empty, pixels aren’t sending events

If no events:

  • Follow “Events Not Appearing” troubleshooting
  • Verify pixels are installed
  • Check consent status

Step 4: Check Date Range

The Health Dashboard defaults to last 7 days.

  1. Look at the date range selector
  2. If set to a period with no activity, expand it
  3. Try “Last 30 days” or “Last 90 days”

Step 5: Verify Provider Configuration

Each provider must be properly configured.

  1. Go to Migration page
  2. Check that providers show “Installed”
  3. For CAPI providers, go to Integrations
  4. Verify all show “Connected”

Step 6: Check for Database Issues (Rare)

In rare cases, data may not be stored properly.

  1. Contact support
  2. We can check your database records
  3. Potential issues: migration errors, connection issues

New Installation Timeline

If you just installed TrackShift:

Time Expected Data
0-1 hours No data (normal)
1-24 hours Some events appearing
24-48 hours Health calculations available
48+ hours Full health dashboard

Be patient – health data accumulates over time.

Specific Scenarios

Scenario: Orders Exist but Score is 0%

This means orders are being tracked but no pixel events match.

Possible causes:

  • Pixel events going to wrong shop ID
  • Pixel not installed when orders were placed
  • Consent blocking all events

Solution:

  1. Install pixels if not already
  2. Wait for new orders after installation
  3. Historical orders won’t have pixel data

Scenario: Events Exist but Score is 0%

This means pixel events exist but can’t match to orders.

Possible causes:

  • Events are for non-purchase actions only
  • Order webhooks not registered
  • Shop ID mismatch

Solution:

  1. Complete a test purchase
  2. Check if purchase event appears
  3. Verify webhook configuration

Scenario: Just Installed, No Data Yet

Expected behavior:

  • Health dashboard needs time to populate
  • Wait 24-48 hours
  • Make test purchases to generate data

Forcing a Health Recalculation

If you believe data exists but isn’t showing:

  1. Go to Health Dashboard
  2. Click the refresh icon (if available)
  3. Change date range and change back
  4. Wait 5 minutes and reload page

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Last updated: January 16, 2026