🔍 Overview
If OTTO shows a Not Engaged status even though your pixel appears to be correctly installed, the issue may not be with the pixel code itself. Engagement activation depends on several additional conditions at the account, site, and settings level. This article outlines the known areas to investigate when OTTO remains in a Not Engaged state.
📋 Before You Begin
Confirm the following before continuing. Each item should be true for engagement to activate:
- The OTTO pixel is installed on every page of your website (typically via the
<head>tag or a tag manager). - No duplicate pixel instances are present on your pages.
- You are viewing the correct project in Search Atlas and confirm the domain shown matches your live site URL exactly, including any subdomain (e.g., www).
- Sufficient time has passed since pixel installation, as engagement status may not update immediately.
⚠️ Areas to Investigate for Engagement Activation Failure
When pixel installation appears correct, one of the following areas may be responsible for the Not Engaged status:
- Domain mismatch: The domain registered in your Search Atlas project may not exactly match the domain where the pixel fires. Check for differences such as a missing or extra www, a trailing slash, or HTTP vs HTTPS.
- Incomplete project setup: OTTO may require certain setup or onboarding steps to be completed before engagement can activate. Review your project configuration in Search Atlas to ensure all required steps have been completed.
- Account subscription or seat limit: If your plan does not include OTTO or your OTTO seat allocation is exhausted, engagement will not activate regardless of pixel status.
- Hosting environment restrictions: Some hosting environments may block the outbound signal from the OTTO pixel even when the pixel code is present on the page.
- Pixel not firing site-wide: If the pixel is deployed through a tag manager, verify that it is configured to fire on all pages rather than only specific ones.
- Cache serving a stale page version: A CDN or server-side cache may be serving a version of your pages that does not yet include the pixel code. Try clearing your cache and reconfirming pixel presence.
🛠️ Steps to Escalate
Because confirming pixel signal delivery and account configuration requires backend access, the most effective path is to contact the support team directly. When you reach out, please have the following ready:
- Your Search Atlas project name and the exact domain URL registered in that project
- A description of how the pixel was installed (directly in code, via a tag manager, etc.)
- Any error messages or status indicators you have observed in your Search Atlas account
- The approximate date and time the pixel was installed or last updated
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.