## **Overview**

If your OTTO pixel appears to fire correctly in Google Tag Manager (GTM) but the OTTO dashboard still shows it as undetected, you may be experiencing a limitation of GTM-based deployments on Shopify. This article explains the general difference between GTM and native installation approaches and what to do if you need help resolving detection issues.

## **GTM vs Native Installation on Shopify**

There are two common ways to deploy the OTTO pixel on a Shopify store:

- **GTM-based installation:** The pixel is loaded through a Google Tag Manager container. This method can introduce additional layers between the pixel and the page, which may affect how reliably the pixel is detected.
- **Native installation:** The pixel code is added directly to your Shopify theme files. This approach typically provides a more direct and consistent load of the pixel on every storefront page.

If you are currently using GTM and the OTTO dashboard is not detecting your pixel, switching to a native installation may resolve the issue. For the exact steps to complete either type of installation on your specific Shopify setup, our support team can walk you through the process.

## **What to Have Ready When You Contact Support**

To help our team resolve your pixel detection issue as quickly as possible, please have the following information ready:

- Your Shopify store URL
- The installation method you are currently using (GTM or native)
- A description of what the OTTO dashboard shows for your pixel status
- Any error messages or screenshots related to the pixel detection issue

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.