Overview
Migrating your store to a new platform is one of the most common reasons the Otto site pixel stops firing. The migration process can change your site's structure and data layer in ways that silently break an otherwise correctly installed pixel. This article explains what to expect and how to get support if your pixel stops working after a CMS migration involving Google Tag Manager (GTM).
Why Migration May Break Your Pixel
When you migrate to a new platform, several types of changes can disrupt pixel tracking:
- GTM container not republished: Your GTM container may still reference old trigger conditions that no longer apply on the new platform.
- Data layer differences: Different platforms structure their data layers differently, so variables used by your pixel tags may no longer be available or may have different names.
- GTM snippet missing from new theme: The new platform's theme may not include the GTM snippet, so no tags fire at all.
- URL structure changes: Page-specific triggers may now point to different URL paths on the new platform.
- Cookie and consent settings reset: A new domain or subdomain can affect previously stored consent, blocking the pixel from firing.
What to Do If Your Pixel Stops Firing After Migration
Because the specific steps to reconfigure your pixel depend on your platform and GTM setup, we recommend contacting our support team directly so they can review your container configuration and guide you through the correct fix for your setup.
To help us resolve your issue as quickly as possible, please have the following ready when you reach out:
- Your GTM container ID (formatted as GTM-XXXXXXX)
- The platform you migrated from and the platform you migrated to
- A description of what the pixel was tracking before the migration
- Any error messages or unexpected behavior you have observed
- The approximate date the migration took place
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.