Verify Your Installation
Confirm Elevate A/B Testing is installed and running correctly on your Shopify store, and fix the most common causes of experiments not collecting data.
Run these three checks after installing Elevate A/B Testing, after publishing a new theme, or any time an experiment is not collecting data.
Each check tells you where to look, what a healthy store looks like, and what to do if something is missing.
Check 1: The theme extension is enabled on your live theme
The theme extension is what lets Elevate change prices, images, content, and custom code on the page. Without it, those experiment types cannot run.
In Shopify admin, go to Online Store > Themes.
On your live theme, select Customize.
In the left panel, open App embeds.
Find Elevate in the list.
What you should see: Elevate appears in the app embeds list with its toggle switched on.
If the toggle is off: Switch it on and select Save.
If Elevate does not appear in the list at all: The app is not installed on this store, or the install did not complete. Open Elevate from your Shopify admin and follow the onboarding prompts.
The extension is enabled per theme. Enabling it on one theme does not enable it on any other theme in your store.
Check 2: The Web Pixel is registered
The Web Pixel is what records visitor behavior: page views, add to carts, checkouts, and purchases. Without it, experiments run but collect no results.
In Shopify admin, go to Settings > Customer events.
Look for the Elevate pixel in the list of app pixels.
What you should see: An Elevate pixel listed and connected.
If it is missing: Open the Elevate app. The pixel is registered automatically, and opening the app triggers a check. Return to Customer events and refresh.
Check 3: An experiment serves correctly
The first two checks confirm the components exist. This one confirms they work together.
Set one experiment to Preview and view your storefront to confirm each variation appears as expected.
What you should see: The control looks like your normal storefront. Each variation shows the change you configured, and only that change.
If both variations look identical: See Common problems below.
Once you have confirmed both variations, you can launch the experiment.
After you publish a new theme
Publishing a different theme is the most common reason a working experiment stops collecting data.
The theme extension is a per theme setting, so it does not carry across when you publish a new theme. Run Check 1 on the new theme immediately after publishing, and re enable the extension if it is off.
Until it is enabled, on page experiment types do not run and no data is collected for them.
Common problems
No data at all on any experiment
Web Pixel is not registered
Run Check 2
Open the Elevate app to trigger registration
Price, image, or content experiments show no change
Theme extension is off on the live theme
Run Check 1
Enable the extension and save
Everything stopped working after a theme change
The new theme does not have the extension enabled
Run Check 1 on the newly published theme
Enable the extension on the new theme
Redirect experiments work but on page experiments do not
Redirect types do not need the extension, on page types do
Run Check 1
Enable the extension
Changes appear in the theme customizer but not on the live store
You are previewing rather than viewing the storefront
Open your store URL directly in a new tab
View the live storefront, not the customizer
Changes appear on the storefront but not in the theme customizer
Expected behavior. Elevate does not run inside the theme editor.
Open your store URL directly
No action needed
Some visitors see the change and others do not
Expected behavior. Traffic is split between variations.
Check the traffic allocation on the experiment
No action needed
An experiment is running but shows zero visitors
Audience targeting is excluding all traffic, or traffic allocation is set to zero for that variation
Open the experiment and review its audience and allocation settings
Adjust targeting or allocation
Still not working
If all three checks pass and an experiment still is not behaving as expected, contact support through live chat in the Elevate app or at support@elevateab.com.
Include your store URL, the experiment name, which theme you are on, and what you expected to see. See Help and Support for what makes a request faster to resolve.
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