Troubleshooting Price Experiments

Symptoms, causes, and fixes for price experiments in Elevate A/B Testing that show the wrong price, show no price change, or collect no data.

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Find your symptom below. Each entry covers the likely cause, how to confirm it, and what to do.

Everyone sees the control price

The most common price experiment problem, and usually one of five things.

Likely cause	How to confirm	Fix
Theme extension is off on your live theme	Online Store > Themes > Customize > App embeds. Elevate should be listed and switched on.	Switch it on and save
The extension is enabled on a different theme	Check the theme you actually published, not a duplicate	Enable it on your live theme
The experiment is not running	Check the experiment status in Elevate	Launch it, or complete review if it is your first
You are looking at yourself	Your own browser may be excluded, or pinned to the control from an earlier preview	Open your store in an incognito window
You arrived from a Google Ads link	Visitors from Google Ads are excluded from price experiments by default	Expected behaviour. Visit directly instead.

If none of these apply, contact support with your store URL and the experiment name.

The price is right on the product page but wrong elsewhere

Collection pages, search results, recommendation blocks, quick view, and cart drawers each display prices differently, and each needs to be configured for your theme.

This is what Elevate's review of your first price experiment is for. If you are seeing an inconsistency after review, or on a page type that was not covered, contact support and tell them exactly which page type is wrong. They will correct it.

Do not launch with a known inconsistency. A visitor who sees two different prices for the same product will not buy.

The price on the page does not match the price at checkout

Stop the experiment and contact support immediately. Include the product, the price shown, and the price charged.

This is the one price experiment problem worth treating as urgent.

Prices stopped changing partway through a run

Likely cause	Fix
A new theme was published	Enable the theme extension on the new theme. It does not carry across.
The theme extension was switched off	Switch it back on
The theme was edited or updated	Contact support so price display can be reconfigured for the updated theme

Note that switching the theme extension off does not stop an experiment. Carts already in progress may still be charged the test price. If you want an experiment to stop, stop the experiment.

An experiment shows zero visitors

Likely cause	Fix
Audience targeting excludes everyone	Open the experiment and review the audience filters. Combined filters narrow faster than expected.
Traffic allocation is set to zero for that variation	Check the allocation slider
Traffic isolation left no traffic available	Check how much isolated traffic other experiments have reserved
The products are not being viewed	Confirm the products in the experiment get traffic

Another app changes the price after Elevate does

Bundle apps, quantity break apps, subscription apps, and some page builders write prices to the page themselves and can overwrite the experiment price.

Contact support with the name of the app. Most common cases are already handled and can be switched on for your store.

A CSV upload failed

Uploads are all or nothing. If any row fails, nothing is imported.

Message	Meaning
Row level errors	The row number is shown, counting the header as row 1. All errors are listed together.
Missing or unrecognized columns	Check the header row against the required columns
Unknown product or variant ID	Confirm the IDs exist on your store, in numeric or GID format
Unsupported currency	The currency must be one your store sells in

Download the sample CSV from the upload dialog and compare it against your file. Remember the control needs no rows, and Variation IDs run from 1 to 4.

Autofill produced prices I did not expect

Symptom	Cause
Prices are whole numbers when you wanted decimals	Rounding is set to Up, Down, or Nearest. Set it to No round.
Prices did not end in .99	Rounding rounds to a whole currency unit. It does not produce price endings. Use CSV for those.
The compare at price changed instead of the price	Change type was set to Compare Increase or Compare Decrease
Only some products changed	Autofill applies to selected products only. Check your selection.

Use Reset All to clear everything and start again.

Results look wrong

Symptom	Likely explanation
Fewer visitors than expected	Google Ads traffic is excluded from price experiments. Audience filters also reduce the pool.
Numbers do not match Shopify	Elevate counts unique visitors and attributes revenue to the variation each one saw. Shopify counts orders and sessions differently. See Analytics Discrepancies.
A variation has orders at a price you did not set	A discount code or automatic discount applied on top of the test price
Profit columns are missing	Product Costs are not set up. Enable them to see profit.
One or two orders swing the result	Normal early in a run on low traffic. Wait for more data.
The result reversed after a sale	If the sale changed catalogue prices, the experiment is invalidated. Run sales as discounts.

Still stuck

Contact support through the chat widget in the Elevate app or at [e-mail].

Include your store URL, the experiment name, which theme you are on, the product where you see the problem, and what you expected against what happened. See Help and Support.