Troubleshooting added to cart tracking

In order for Added to Cart tracking to work correctly, you must first enable Klaviyo’s Active on Site tracking which allows your customers to be cookied. Active on Site tracking is enabled via the addition of a JavaScript snippet (known as “Klaviyo’s onsite JavaScript” or “Klaviyo.js”) to your site.

Klaviyo adds Klaviyo.js automatically during the integration, though some integrations require that you check a setting to enable it. Learn about your specific ecommerce platform and how to test that Klaviyo.js is working:

1. Shopify
   Klaviyo.js is added automatically through the integration or through the Klaviyo app embed in Shopify, if you enable it. Learn more about the app embed and onsite tracking for Shopify. 
2. WooCommerce
   Klaviyo.js is added automatically when you integrate with WooCommerce, and you can make sure that you’ve completed all steps by reading our WooCommerce integration guide. To test your onsite JavaScript, select the Integrations tab, then click Manage sources > Set up web tracking. Then, find the step where you can enter your site URL in the box, and follow the instructions to test your tracking.
3. BigCommerce
   Make sure you’ve checked the option on your integration settings page to Automatically add Klaviyo onsite JavaScript. Then, follow the steps to test your onsite JavaScript. 
4. Magento 2
   Klaviyo.js is added automatically when you integrate with Magento 2, and you can make sure that you’ve completed all steps by reading our Magento 2 integration guide. To test your onsite JavaScript, select the Integrations tab, then click Manage sources > Set up web tracking.
5.  Then, find the step where you can enter your site URL in the box, and follow the instructions to test your tracking. 
6. PrestaShop
   Klaviyo.js is added automatically when you integrate with PrestaShop, and you can make sure that you’ve completed all steps by reading our PrestaShop integration guide. To test your onsite JavaScript, select the Integrations tab, then click Manage sources > Set up web tracking.
7.  Then, find the step where you can enter your site URL in the box, and follow the instructions to test your tracking. 

Once you enable the app embed in Shopify and check the Track 'Viewed Product' events setting, Viewed Product tracking will turn on automatically. Read our article on enabling the Klaviyo app embed in Shopify for more information.

If you’ve recently switched ecommerce platforms, you’ll need to add both Viewed Product and Added to Cart tracking to your new site. Consult the information in the Before you begin section above to learn about Viewed Product and Added to Cart tracking for your new platform. 

If you’ve recently updated your store’s theme, you may need to reinstall Klaviyo.js, the Viewed Product snippet, and the Added to Cart snippet (for BigCommerce) on your new theme depending on the platform. Making other updates to your ecommerce platform may also affect the snippets previously added to your site.

To reinstall the Viewed Product snippet for BigCommerce, follow the instructions in the BigCommerce integration setup guide, and for the Added to Cart snippet follow the guide to creating an "Added to Cart" event for BigCommerce.

If you’re using WooCommerce or Magento, or are using the Klaviyo app embed in Shopify, but you’ve made changes to your site and now the event isn’t tracking, you should contact Klaviyo support to help diagnose the problem.

If you have one store connected to multiple Klaviyo accounts, this can cause problems with Active on Site, Viewed Product, and Added to Cart tracking. Duplicate Klaviyo.js can cause onsite tracking to break.

To check if you have duplicate Klaviyo.js:

1. Navigate to your main theme file. Klaviyo.js looks like this:
   

   <script type="text/javascript" async="" src="https://static.klaviyo.com/onsite/js/klaviyo.js?company_id=API_KEY"></script>

2. If you search for company_id within the file and find it twice (and see two of the snippets shown above) then you have duplicate Klaviyo.js. There will typically be two different API keys after the equals sign, one from each Klaviyo account. 
3. To make sure the duplicate is removed correctly from your site, please contact Klaviyo support. 

BigCommerce requires a manually installed code snippet to use Added to Cart tracking. There are 2 different snippets that can be installed into your theme depending on if your “Add to Cart” button has an ID or not. Please see our guide on how to create an "Added to Cart" event for BigCommerce for more information on how to check this.

If you are using WooCommerce or Magento, problems with Added to Cart tracking might be related to other issues with your platform’s Klaviyo plugin.

1. If Added to Cart events aren’t tracking, check to see if the Started Checkout event is tracking by searching for Started Checkout within Analytics > Metrics in Klaviyo. 
2. If both Added to Cart and Started Checkout aren’t tracking, there may be an issue with your plugin.
3. Check to see if you are using the most up-to-date version of the plugin for your integration. If needed, update to the latest version within WooCommerce or Magento, or you can download the latest version from the relevant platform’s listing.
   • Klaviyo WordPress (WooCommerce) plugin
   • Klaviyo Magento 1 extension
   • Klaviyo Magento 2 extension

Based on your Customer Privacy settings in Shopify, Klaviyo may not track onsite events for visitors to your Shopify store in the EU, EEA, UK and Switzerland, unless they have provided consent.