## **🧭 Overview**

If Search Atlas reports the OTTO pixel as **not installed** but you can see the script in your Shopify **theme.liquid** source code, there may be an issue with how or where the pixel script was added to your theme. Our support team can verify the installation and help identify the cause.

## **🔍 What to Check First**

Before reaching out, review the following in your Shopify Admin:

- Confirm the OTTO pixel script is present in your **theme.liquid** file by opening **Online Store → Themes → Edit Code** and locating the file in the Layout folder.
- Note the exact location of the script within the file (e.g., where it appears relative to other tags).
- Check whether the pixel status in Search Atlas has updated since the script was added — it may take a short time to reflect changes.

## **🛠️ How to Escalate for Further Help**

If the pixel still shows as not installed after confirming the script is in your theme.liquid, contact our support team. To help us investigate as quickly as possible, please have the following ready:

- Your Search Atlas project name or domain
- A screenshot or copy of where the OTTO pixel script currently appears in your **theme.liquid** file
- The exact status message shown in Search Atlas (e.g., "Not Installed," "Pending," or any error text)
- Approximately when the script was added to your theme

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.