Pixly — Support

Need a hand? Email us at support@pixlyads.com and we'll get back to you. We typically reply within one business day.

Frequently asked questions

Where do I find my OpenAI Ads pixel ID?

In OpenAI Ads Manager, open Measurement → Pixel. Copy the pixel ID and paste it into step 1 of the Pixly setup wizard.

Where do I find my Conversions API key?

In OpenAI Ads Manager, under the Conversions/measurement settings, generate a Conversions API key. Pixly validates it with OpenAI before saving and encrypts it at rest.

I finished setup but don't see events — what should I check?

First, confirm the Pixly app embed is enabled in your theme (Online Store → Themes → Customize → App embeds). Then visit your storefront and place a test order. Storefront page/product views go to OpenAI; cart, checkout, and order events appear on your Pixly dashboard. Also make sure tracking isn't blocked by your store's consent banner.

Does Pixly work when shoppers use ad blockers?

Yes. Every order is sent to OpenAI server-side through the Conversions API from a Shopify webhook, so conversions still reach your campaigns even when the browser pixel is blocked. Events are deduplicated by your Shopify order ID.

What data does Pixly collect and send to OpenAI?

Pixly stores only a SHA-256 hash of customer emails — never raw emails. It sends hashed email and order data (and, where available, country/city/ZIP, IP, and user-agent) to OpenAI to match conversions. See our privacy policy at /privacy for full detail.

How do I pause or uninstall Pixly?

To pause tracking without uninstalling, turn off 'Tracking enabled' in Pixly → Settings. To uninstall, remove the app from your Shopify admin; we deactivate the integration and delete your data per our retention policy.

Privacy

Read how we handle data in our privacy policy.

Pixly — Pixel for OpenAI Ads is an independent application and is not affiliated with, endorsed by, or sponsored by OpenAI or Shopify.