Back to Community
Home / Community / Plugin → Woocommerce cart abandonment recovery

Why Isn't WooCommerce Cart Abandonment Recovery Tracking Logged-In Users?

28 threads Sep 9, 2025 Plugin → Woocommerce cart abandonment recovery

Content

A common issue users encounter with the 'WooCommerce Cart Abandonment Recovery' plugin is that it appears to stop working for customers who are logged into their accounts. This can be confusing, as abandoned carts for guest users are tracked perfectly. The problem isn't a bug but is almost always related to a specific plugin setting or a fundamental requirement of how the plugin operates.

Why This Happens

The plugin is designed to capture a potential order as soon as a user enters their email address on the WooCommerce checkout page. For guest users, this email field is always visible and is the trigger for data capture.

For logged-in users, the email address is already known and associated with their account, so the checkout field is typically hidden. The plugin still captures their cart data when they land on the checkout page, but a crucial setting can block this process entirely.

Common Solutions

1. Check the User Role Exclusion Setting

This is the most frequent cause of the problem. The plugin includes a setting that allows you to exclude specific user roles from tracking. By default, the 'Administrator' role is often excluded to prevent your own test orders from cluttering the reports. It's possible another role, like 'Customer', was accidentally added to this exclusion list.

How to fix it:

  • Go to WooCommerce > Cart Abandonment > Settings.
  • Find the setting labeled something like 'Exclude Users from Tracking'.
  • Ensure that the 'Customer' role (or any other role your shoppers have) is NOT selected. Only roles you intentionally want to ignore should be checked.
  • Save the changes.

2. Ensure Users Reach the Checkout Page

The plugin only begins tracking once a user visits the checkout page. It does not capture data from the cart page or elsewhere. For logged-in users, they must proceed to the checkout page for their session to be captured and later marked as abandoned if they leave.

3. Verify the Cut-Off Time

An order is not immediately marked as abandoned. The plugin waits for a specified 'cut-off time' (e.g., 15 minutes) after a user lands on the checkout page before changing the status from 'In Progress' to 'Abandoned'. Only then will it appear in your reports. If you are testing, you may need to wait for this timer to elapse or adjust the setting to a shorter period temporarily.

4. Confirm There Are No Conflicts

While less common, a conflict with your theme or another plugin could prevent the tracking script from loading on the checkout page for logged-in users. A good way to test this is to:

  • Temporarily switch to a default WordPress theme (like Twenty Twenty-Four).
  • Disable all other plugins except for WooCommerce and Cart Abandonment Recovery.
  • Perform a test by logging in as a customer and abandoning a cart on the checkout page.
  • If it works, reactivate your plugins and theme one-by-one to identify the source of the conflict.

Conclusion

If your 'WooCommerce Cart Abandonment Recovery' plugin is not tracking logged-in users, the first and most important step is to investigate the user role exclusion settings within the plugin. This resolves the vast majority of such cases. If the issue persists after verifying this setting, proceed with basic conflict isolation testing to rule out other software interference.

Related Support Threads Support