Active on Site & Viewed Product

Hi ​@Paxos 

Thank you for posting in the Community!

It could come down to a number of things. I would recommend to read through this article to troubleshoot the setup: https://help.klaviyo.com/hc/en-us/articles/4416172774939 and this one: https://help.klaviyo.com/hc/en-us/articles/4425956184731

In my experience I always try to the two following

1. Turning off the app ambed (for Shopify) and turning it on again. And then testing on your own account with utm ?utm_email=your@email.com  in the utm to get instant event records on your profile in Klaviyo.
2. Revisiting your cookie settings for your website. 

I hope this helps!

I have already tried what you wrote but still the problem has not been solved and the data is not being tracked....

Hi ​@Paxos,

When you visit your website and inspect it’s source, by right clicking, and then clicking “view page source,” do you see Klaviyo’s Onsite Javascript and Viewed Product on the page? Those scripts are necessary for viewed product and active on site tracking to function.

Also, I see that our support team is currently looking into this issue, and will be back in touch with a response as soon as we determine the fix!

Let me know if I can help out with anything else in the meantime.

-Byrne

How can I see if that script has been entered? I can't read the codes well

The 'integration was done correctly but I didn't quite understand how to see if there's what you say is there

 and when I go to cookie myself, it gives me a 403 permissions error in the network tab, this is the client side call to create my profile after its cookied. This would trigger the active on site metric:

However, it gets blocked for a 403 forbidden error:

This is the payload of the response that we get as well. 

How do I fix this error?

Hi ​@Paxos 

Thank you for the clarification. 

I think the best way would be to start from A and go to B. 

So i would do the following: 

Step 1: Verify the Klaviyo script installation on BigCommerce:

Ensure that the onsite tracking script is properly installed and loading on all pages.

1. In BigCommerce Admin, navigate to:

   • Storefront > Script Manager.

   • Check for the Klaviyo script.

2. The script should look like this (replace PUBLIC_API_KEY with your actual key):

If it’s not loading or shows an error, re-add the script using Klaviyo’s BigCommerce integration guide here: https://help.klaviyo.com/hc/en-us/articles/115005082547. 

Step 2: Verify the Public API Key:

A 403 Forbidden error often happens if the wrong API key is used. Ensure that:

• The public API key (found in Klaviyo Settings > API Keys) is used in the script.

• The key used in the network request is NOT a private key (which triggers 403 errors on frontend calls).

Step 3: Reauthorize the BigCommerce integration:

Sometimes, permissions issues between Klaviyo and BigCommerce cause 403 errors.

1. Go to BigCommerce Admin > Apps > Klaviyo.

2. Reauthorize the app by disconnecting and reconnecting it.

3. Make sure Klaviyo has the necessary permissions for:

   • Customer profiles.

   • Order events.

   • Onsite activity tracking.

Hope that helps or else let me know - I would love to help! :-) 

Christian Nørbjerg Enger
Partner & CPO
Web: Segmento.dk
LinkedIn: @christianfromsegmento
Voldbjergvej 22b, 8240 Risskov