Products Not Tracking
If products aren’t being tracked or aren’t appearing in the Recently Viewed widget, here’s how to troubleshoot.
Check the App Embed
Product tracking requires the app embed to be enabled.
Go to Online Store > Themes > Customize
Click App embeds in the left sidebar
Confirm Recently Viewed is toggled ON
Save if you made changes
Browser Storage Issues
Recently Viewed uses browser storage to track products for guest visitors. If this is blocked:
Check Private/Incognito Mode
Some browsers block storage in private mode. Test in a regular browser window.
Check Browser Settings
Make sure your browser allows:
Cookies (at least first-party)
Local storage
Session storage
Try a Different Browser
Test in Chrome, Firefox, or Safari to rule out browser-specific issues.
Cookie Settings
If you’ve configured strict cookie policies on your store:
Check your cookie consent banner settings
Make sure Recently Viewed isn’t blocked before consent
Verify the app’s cookies are categorized correctly (functional, not marketing)
Script Conflicts
Other apps or custom code might prevent tracking:
Open browser developer tools (F12)
Check the Console tab for JavaScript errors
Look for errors mentioning “recently viewed” or “pasilobus”
Temporarily disable other apps to identify conflicts
Products Aren’t Appearing
If tracking seems to work but products don’t show up:
Products must be published: Draft or archived products won’t display
Products must be available: Products not in the current market won’t show
Wait a moment: There’s a brief delay before new views appear
Logged-In vs Guest Tracking
For logged-in customers, products are tracked in their account and sync across devices. For guests, products are tracked in their browser only.
If a logged-in customer’s history isn’t showing:
Verify they’re actually logged in
Check if they’ve viewed products since logging in
Their browser history may not have synced yet
Check Your Plan Usage
If you’ve reached your plan’s visitor limit, new visitors won’t be tracked until the next billing cycle. Check your usage on the app dashboard.
Still Having Issues?
Contact support with:
Your store URL
Browser and device you’re testing on
Steps you took to test
Screenshots of any error messages