Skip to content
Sovi Apps
General

Troubleshooting: 404 Errors When Tracking Orders

Updated 2026-02-16

If your customers are seeing 404 errors when trying to track their orders, or if you encounter this issue while testing, this guide will help you identify and resolve the problem.

Common Causes of 404 Errors

A 404 error means the system cannot find the page or resource being requested. Here are the most common causes and solutions.

1. Tracking Page Has Been Deleted or Renamed

The Problem: The “Track Your Order” page may have been accidentally deleted or renamed in your Shopify admin.

How to Fix:

  1. Go to Online Store > Pages in your Shopify admin
  2. Check if your tracking page exists (look for “Track Your Order” or your custom page title)
  3. If it is missing, open the Trackable app and click Save to regenerate the page

2. App Proxy Not Configured Correctly

The Problem: The app proxy settings — which allow Trackable to securely communicate with Shopify — might not be properly configured.

How to Fix:

  1. Ensure the app was installed correctly from the Shopify App Store
  2. Open the Trackable app in your Shopify admin
  3. Click Save on the settings page to ensure the proxy is registered
  4. If problems persist, uninstall and reinstall the app

3. Form Submission URL Has Changed

The Problem: If the HTML on your tracking page was edited, the form’s submission URL may have been accidentally changed.

How to Fix:

  1. Go to Online Store > Pages and edit your tracking page
  2. Open the HTML editor
  3. Verify the form element has:
  4. Also verify the hidden accent color field is present:
  5. If either is different or missing, update it and save

4. JavaScript File Not Loading

The Problem: The tracking form depends on a JavaScript file that handles form submission and renders results.

How to Fix:

  1. Edit your tracking page HTML
  2. Confirm this script tag is present at the bottom of the form section:
  3. If it is missing, add it back and save

5. Theme Customizations Interfering

The Problem: Custom theme code or third-party apps might interfere with the tracking page.

How to Fix:

  1. Temporarily disable custom theme code or third-party apps that modify your storefront
  2. Test the tracking page
  3. If it works, re-enable each customization one by one to identify the conflict

Testing Your Tracking Page

After applying any fix:

  1. Visit your tracking page at https://your-store.myshopify.com/pages/track-your-order
  2. Enter a real order number and the associated email or phone number
  3. Click “Track Order”
  4. You should see the tracking results page with order details, a shipping map, and tracking information

Common Customer Errors

Sometimes the error is caused by customer input rather than a technical issue:

  • Incorrect Order Number Format: Customers should enter the order number without the ”#” symbol
  • Email/Phone Mismatch: The email or phone must match exactly what is on the order
  • Order Not Found: The order number may be invalid or from a different store

Consider adding clear instructions on your tracking page to help customers avoid these errors.

Contacting Support

If none of the above resolves your issue:

  1. Note the exact steps that produce the error
  2. Take a screenshot if possible
  3. Contact us at support@soviapps.com with your shop domain, the steps you have tried, and any screenshots

Prevention Tips

  • Be cautious when editing the HTML of your tracking page
  • Make a backup of the HTML before making changes
  • Test your tracking page after any theme updates or app installations
  • Remember that clicking Save in Trackable will regenerate the page and overwrite manual HTML edits

Still need help? Contact our support team