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Funnel problems


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I've recently setup a new product and am having issues getting accurate data from the funnel. I might be doing something wrong here but take a look at this.


This is a sign up registration workflow. The first 2 stages are page loads, so page load the sign up form, then the second is an additional information page where we collect things like company name and phone number.

The last 2 stages are

- SMS code requested

- SMS code entered in successfully.


What I'm finding a little odd is that

1. Users are triggering those SMS events 100%. I can see them in insights.

2. Users have to do the previous 2 stages before they do the last 2 stages, so I don't think any weird users are somehow not triggering the events.

Am I doing something wrong here?


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Best answer by cherise 30 May 2020, 06:10

@archangel —

If your users are signing up or signing in after getting tracked as an anonymous users, Mixpanel can now track all of the anonymous activity using Identity Merge.

The ID merge system makes it possible to link pre and post authenticated event streams under a single identifier which eliminates “false-uniques.” Previously, Mixpanel could only map pre-sign up activity back to a user who was later identified (say right after sign-up), so any activity a user did anonymously before signing in again could not be attributed to that user. 

Our recommendation would be to use the new Identity Merge process!

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Hey Brad, are you ensuring that these events are associated with the same distinct_id?

First thing that comes to mind is that your front-end might not be handling this consistently. Does this help: https://help.mixpanel.com/hc/en-us/articles/360001355146-Keeping-Properties-Consistent-Across-Client-Server-Libraries




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Thanks for the tip @marginwalker . It looks like our first 2 steps are anonymous users but when they get to stages 3 and 4 they are authenticated so it gets a bit confused there. We have a solution now though so thanks for the tip. It was a good jumping off point.


Userlevel 4
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hi @braddunn out of curiosity- do you mind sharing your solution? could help someone having a similar problem

was it using the alias call at authentication?


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In the end we decided to just stop using events, and instead do it on page views. It's a bit of a workaround, and not really as good in the end but it got things going for us.


@marginwalker What is the recommended way to track distinct_id across browsers when the user is still anonymous (before login)? For example, tracking the user on the landing page (where he/she downloads a Windows app) and then checking when the user opens up the app?

Userlevel 5
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@archangel —

If your users are signing up or signing in after getting tracked as an anonymous users, Mixpanel can now track all of the anonymous activity using Identity Merge.

The ID merge system makes it possible to link pre and post authenticated event streams under a single identifier which eliminates “false-uniques.” Previously, Mixpanel could only map pre-sign up activity back to a user who was later identified (say right after sign-up), so any activity a user did anonymously before signing in again could not be attributed to that user. 

Our recommendation would be to use the new Identity Merge process!

Badge

@archangel —

If your users are signing up or signing in after getting tracked as an anonymous users, Mixpanel can now track all of the anonymous activity using Identity Merge.

The ID merge system makes it possible to link pre and post authenticated event streams under a single identifier which eliminates “false-uniques.” Previously, Mixpanel could only map pre-sign up activity back to a user who was later identified (say right after sign-up), so any activity a user did anonymously before signing in again could not be attributed to that user. 

Our recommendation would be to use the new Identity Merge process!

Hi @archangel !

I think am having the same problem @braddunn was. However, my account shows that Identity Merge is enabled. I’m seeing the same 100% - 0% drop-off in between steps. The steps are events that I have confirmed are being received. 
I’m seeing a different Distinct Ids for events in my Live Data Feed but I know the user is the same (its me). It seems the Distinct Id changes after signup is complete. 
Any help you can provide would be greatly appreciated. 

 

 

Userlevel 5
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@harleymteden — If you can see the distinct_id is changing, this is why there is a drop-off in your funnel, but if you are using ID merge, Mixpanel can now merge events with different unique identifiers.

The existing identify and alias methods along with the new $merge event can now be used to merge event streams under a single user, even after data has been ingested. The new system improves the behavior of identify(), alias(), and adds a new event called $merge, allowing all pre-authentication activity to be mapped back to a user

If you already had a Mixpanel implementation, you shouldn’t need to change anything if you already have alias and identify calls in place. The identify and alias methods already implemented will be able to merge identifiers as soon as the ID merge system is enabled.

If this is a new implementations, the updated functionality of the identify method makes implementation easier, but you need to call identify with your chosen identifier as soon as you know who the user is to merge anonymous and identified distinct_ids.  Calling alias on sign up is no longer required.

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Hi @cherise , 

Thank you so much for your response! I am using segment to send my events to mixpanel and there is an identify call when they first land on the site and when the user signs up there is another identify call with a new user ID. I have checked in the Users / Explore page on mixpanel and when I click on any user I can see under “distinct ID” that indeed there are two IDs (so I think identity merge has worked) and all of the actions of the user from before they signed up and after they signed up are in the user’s activity feed. However this is not reflected in my Funnel reports. I am still seeing a 100% drop off between the step before a user is signed up and after.

Do you have any other suggestions? 

 

Thank you! 
Harley 

Userlevel 5
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Hey Harley! @harleymteden 

I agree it’s pretty confusing that your funnel is showing a drop-off.  Since 1) multiple distinct IDs are listed in their profile (indicating ID Merge is in fact working) and 2) both of the events are listed in the activity feed of their profile, I’m leaning toward believing that ID management is not the issue here. I would certainly expect that these events would show up as a conversion within your Funnel.  

Let’s focus on the funnel instead — 

 

  • What is the conversion window? Is it possible the window is too short?
  • Are there other filters added to the funnel query builder?
  • Is your filter keeping a different property constant? 

Check on these and let me know.

 

Also, as much as I prefer to keep conversations in the forum, to keep information open to other users running into similar issues, DM me a link to your funnel report and I’ll see if anything stands out. 

 

Thanks !

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@cherise ok great I have sent you the report. Thank you! I will be sure to post more details here whether we solve this or not, hopefully others will find it useful.

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