Troubleshooting — Scan Results, Tracking Issues, and Common Errors

This article covers the most common technical questions after setting up the Cookiebot for Shopify app.

The scan only found one service (Cookiebot itself)

This is normal right after installation. The initial scan may not detect all third-party services immediately. Click Scan Again in the app dashboard to trigger a new scan. If services are still not detected after multiple scans, make sure:

• The consent banner is active and visible on your store (the scanner visits your live site).
• There is no other CMP or cookie banner running simultaneously (this can interfere with scanning).
• The app embed is enabled in your published theme.

Google Ads is not being detected by the scanner

If you recently added the Google Ads Shopify app or another marketing tool, you need to trigger a new scan — the scanner does not update automatically. Click Scan Again. If Google Ads is still not detected, it may be loading in a way the scanner cannot reach (e.g., inside a Custom Pixel). Ensure your tracking is installed in theme.liquid for the scanner to detect it.

Which Google Ads ID should I enter in the Consent Mode settings?

The field labeled 'Google Ads ID (AW)' requires your Google Tag ID, which is in the format AW-XXXXXXXX. This is different from your Google Ads Account ID (which looks like XXX-XXX-XXXX). Find your Google Tag ID in your Google Ads account under Tools > Data Manager > Connected Products.

The 'Save Settings' button and category toggle color cannot be changed

In the current version of the Cookiebot for Shopify app, the 'Save Settings' button and category toggle use a fixed system color that cannot be customised through the app settings. Our product team is aware of this feedback and is working to expand customisation options in a future update.

I get a 'race condition' error — a third-party app's button stops working

Some third-party Shopify apps (particularly booking or availability check apps) make fetch requests when the page loads. If Cookiebot loads before consent is given, it may block these requests, causing the third-party button to appear inactive.

The Cookiebot for Shopify app uses a deferred loading approach specifically to minimise this issue. If you are using a manual installation, ensure you are using the deferred script configuration. If the issue persists with the app, contact support with the URL of your store and the name of the conflicting app.

Cookie banner shows prices incorrectly / geo-location is broken

If your store uses geo-location to display different prices or currencies, and this geo-location relies on fetching the visitor's IP address, Cookiebot may block this request before consent is given (because IP-based geo-detection can constitute personal data processing under GDPR).

The solution is to ensure geo-location detection loads after consent is granted, or to use a consent-free method of geo-detection that does not involve personal data.

I installed Cookiebot via GTM inside a Shopify Custom Pixel — it is not working

GTM inside a Custom Pixel is not a supported configuration for Cookiebot. Custom Pixels run in a sandboxed environment that prevents consent state from being shared with the main page. Move your GTM snippet to theme.liquid and remove it from the Custom Pixel. See Article 9 for the correct installation sequence.