Microsoft Clarity Shopify App Stuck Linking to Old/Inaccessible Project ID

Saurav 0 Reputation points
2026-08-26T12:11:08.7433333+00:00

I am having an issue with the Microsoft Clarity Shopify app where my Shopify store is automatically trying to link to an old Clarity project that I do not have access to.

The Shopify app displays the following message:

“Project link request is sent to Clarity project (ID: w58l**********) and pending project admins approval.”

I do not know which email address or Microsoft account owns w58l**********, so I have no way of approving this request.

I already have access to the correct Clarity project that I want to use with this Shopify store:

Correct Project ID: iimf**********

I have tried uninstalling and reinstalling the Microsoft Clarity Shopify app multiple times, but every time I reinstall it, the app automatically goes back to w58l**********. I have also checked the Shopify theme code and cannot find this old Project ID or an old Clarity tracking script there.

It therefore appears that the old Project ID may be stored or associated with my Shopify store on the Microsoft Clarity side.

I need Microsoft to please remove/reset the association between my Shopify store and Project ID w58l***, so that I can connect the store to my correct Project ID iimf.

I am the administrator of the Shopify store and can provide proof of ownership/domain verification if required.

I have also tried contacting Clarity support by email multiple times over last 4 months but have not received a response.

Could someone from the Microsoft Clarity team please assist or escalate this to the appropriate technical team? Reinstalling the Shopify app does not resolve the issue.

** PII Removed **

Microsoft Advertising | Other
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  1. MS Advertising - Vahid 340 Reputation points Microsoft External Staff Moderator
    2026-08-26T14:24:17.69+00:00

    Hello Saurav,

    Thank you for using our Microsoft Advertising Learn Q&A Platform! 

    I understand that your Microsoft Clarity Shopify App is stuck linking to an old/inaccessible Project ID. I hope the response and resources provided here can be of some help.

    If your Microsoft Clarity Shopify app is stuck linking to an old or inaccessible project ID, you need to remove the previous Microsoft Clarity tag from your webpage. The Custom Event Setup Tool does not work with two instances of Clarity tags on the same page, and events will have been defined on the Clarity projectId created from the UET tag. The pre-existing Clarity tag will not have the events you set up, and having multiple tags is unsupported behavior. Remove the old Clarity event script and ensure only the correct Clarity tag is present. You can learn more here:

    Set up UET tags using Shopify

    Microsoft Advertising on Shopify: The Microsoft Channel app

    UET and Clarity integration

    Where to go if you have specific questions about Clarity?

    Try a demo to learn more. Check out the Clarity documentation page. For general questions, email ClarityMS@microsoft.com.

    Our support teams are also happy to discuss your account in more detail via phone, chat or email to provide review assistance, please see our support page to reach out! 

    I hope the information provided here will at least partly answer your question.  If you have any additional questions please do not hesitate to reach out to our support. I have also sent you a private message asking for further details. You are more than welcome to respond to me so that I can begin the investigation on my end.

     

    Kind regards, 

    Vahid | Microsoft Advertising Support Specialist | 800-518-5689 

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