Why is Customer events greyed out in your Shopify admin?

Is Customer events greyed out because of your Shopify plan?

You open Settings → Customer events, the panel loads, and nothing on it responds. A tick on your user role is what stands between you and this screen, and it is one you can be given. The screen itself is where Shopify keeps app pixels and custom pixels; what it is for, and how a pixel is built once you can reach it, belongs to our guide to Google Tag Manager on Shopify.

None of the Shopify pages we read on August 29, 2026 — its pixels overview, the home of its pixels section, its page on managing custom pixels, and both its store permissions and settings permissions references — ties access to this screen to a pricing plan. What its store permissions reference does carry are the two Store settings permissions, and that is what this answer is built on.

The greyed-out state itself is our own reading of the admin rather than something Shopify writes down. None of those pages describes what the screen looks like to a user without the permission — whether the entry is hidden, inert, or answers with an error — and neither do its user management roles and collaborator accounts pages, which we read the same day. So the rest of this page works from what is documented: which tick to ask for, and who on your store can grant it.

Which Customer events permission do you actually need?

Shopify publishes two separate Store settings permissions for this screen. Of the first, View customer events, its store permissions reference says: "This permission allows users to view customer events, including app pixels and custom pixels." Of the second, Manage and add custom pixels, it says only: "This permission allows users to manage and add custom pixels."

Reading is one tick and editing is another, so a role can legitimately open the screen and still be unable to manage or add a custom pixel on it. The broad Manage settings tick is the one a store owner usually reaches for instead, and Shopify's settings permissions page sets out what it covers.

The same page says what to do about the remainder: to allow access to the other pages and options, you need to add the minimum required store permissions to the user role. Both permissions above are published as their own named entries in that store permissions list.

Who can turn Customer events on for you?

On a single store that is not on Shopify Plus, two kinds of user can manage users in the Shopify admin: the store owner, and anyone holding the Administrator store role. That is the pair your request goes to.

If your store is on Shopify Plus or your stores sit inside an organization, the list is a different four: the organization owner, the store owner, and users holding the Organization administrator or Store user administrator roles. Naming the right person first is what saves the round trip.

Which of those roles is allowed to hand out access at all, and what stays with the owner account whatever anyone's role says, is set out in one section of our guide to who gets into your Shopify admin.

Does a collaborator account change the answer?

Not the mechanism. A collaborator is granted permissions the same way a staff member is, and Shopify states the scope plainly.

What differs is who starts it. A partner requests the access from their side, where a staff member is invited from yours — the initiator changes, the permission does not.

One documented limit reaches back into the section above: on a single store, Shopify says you cannot assign the Administrator store role to collaborators. Where that store is not on Shopify Plus, the role is one of the pair named above, so a collaborator cannot hand this permission out through it — the request still goes to your own store owner or staff Administrator.

A second limit sits further from this screen but is worth knowing: collaborators do not have access to the Shopify POS app or the Point of Sales channel in the admin.