Tracking data in GemX may take some time to process before it appears in your dashboard.
In most cases, this delay is normal.
Data can be delayed by up to approximately 30 minutes, especially for recently placed orders or new visitor activity. If an order was just placed, it may not appear in GemX immediately.
This article explains why data delay happens, what you can check, and when to contact support.
What is Data Delay
Data delay means there is a short gap between when an event happens in your store and when that data appears in GemX.
For example, a visitor may complete an order on your Shopify store, but the order may take a few minutes to show in your GemX experiment results or analytics report.
This happens because GemX needs time to receive, process, and match tracking data correctly before displaying it in your dashboard.
How Long Your Data Take to Appear
Tracking data can be delayed by a maximum of approximately 30 minutes. This means recently collected data may not appear immediately, including:
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Newly placed orders
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Recent visitor activity
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Updated experiment results
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Recently tracked conversion events
If you just launched an experiment or recently received an order, wait up to 30 minutes before checking the data again.
Why Recently Placed Orders May NOT Show Immediately
Orders may appear in Shopify before they appear in GemX.
This is expected because GemX needs to process the order and match it with the related visitor session, experiment, and variant before showing it in your results.
For example, if a customer completes an order while being assigned to a specific experiment variant, GemX needs time to confirm that the order belongs to that tracked session before adding it to the report.
What to Check Before Contacting Support
If your data does not appear immediately, try the following first:
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Wait up to 30 minutes after the order or visitor activity happens
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Refresh your GemX dashboard
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Make sure you are viewing the correct experiment
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Check that the selected date range includes the order or event time
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Confirm that the experiment was live when the visitor entered the test
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Make sure the visitor or order matches your experiment conditions
If the data appears after a short wait, no further action is needed.
When To Contact GemX Support
If the delay is over 30 minutes, contact GemX support so our team can help troubleshoot.
To help us investigate faster, include the following details when contacting support:
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Your store URL
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The experiment name
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The approximate time when the order or event happened
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The Shopify order ID, if the issue is related to an order
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A screenshot of the report or dashboard you are checking
This helps our team verify whether the data is still processing or if there is a tracking issue that needs further review.
After-Action Checklist
Before reporting a data delay issue, check that:
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At least 30 minutes have passed
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You refreshed the GemX dashboard
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You selected the correct experiment
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You selected the correct date range
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The experiment was live when the visitor entered
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The visitor or order matched the experiment setup
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You have the order ID or event details ready for support
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