Questions, problems, or data requests? Write to supportscale@gmail.com. We aim to reply within 2 business days. Please include your store address (your-store.myshopify.com) and a short description of what you see.
Many answers are in the FAQ.
Set up in three steps
- In OpenAI Ads, create a Pixel and a Conversions API key.
- Open Scale: ChatGPT Ads Pixel in your Shopify admin and paste the Pixel ID and the API key.
- Click "Test connection", then "Save and activate". The pixel is installed on your store without any theme changes.
Troubleshooting
Events show "failed" with HTTP 401
OpenAI rejected the credentials. Check that the Pixel ID and the Conversions API key belong to the same OpenAI Ads account, paste the key again, and click "Save and activate".
No events appear
Visit your storefront in a normal browser window and click a product. Events can take a few seconds to appear. If your store has a password page, visitors need to enter it first. Some ad blockers and cookie banners can stop browser events: this is expected.
Orders are not linked to ads
Orders are linked to OpenAI Ads when the visitor arrived through an ad link that carries the OpenAI click identifier during the same visit.
Uninstalling
Remove the App from your Shopify admin (Settings → Apps). Tracking stops immediately, the stored API key is deleted, and the remaining data is erased after Shopify's shop erasure notice.
Data requests
To ask about or delete data related to a customer, email us from the merchant's address or contact the merchant. See the Privacy Policy for details.