🧭 Overview
When authenticating the OTTO pixel WordPress plugin, you may encounter two related issues: the authentication pop-up completes successfully but the connection times out before finishing, or repeated attempts trigger a Request Throttled error. These are distinct problems — this article explains what each error means and what to expect.
⚠️ Understanding the Two Errors
Before troubleshooting, it helps to know what each error means:
- Connection timeout during authentication: The plugin authenticated your credentials in the pop-up but the handshake between your WordPress site and Search Atlas did not complete in time.
- Request Throttled error: After several failed or repeated authentication attempts in a short period, Search Atlas temporarily limits further requests from your site. This is not a permanent block.
⏳ Step 1 — Stop Retrying and Wait
If you are currently seeing a Request Throttled error, stop attempting to reconnect immediately. Additional attempts may worsen the situation.
- Close the OTTO pixel authentication pop-up in your WordPress dashboard.
- Wait before attempting to reconnect. Because the exact duration and conditions depend on your account and situation, our support team can advise on next steps for your specific case.
- Do not reload the authentication pop-up or navigate to the OTTO pixel settings while waiting.
Once you have waited, you can attempt authentication again. If the issue persists, contact our support team for guidance tailored to your account.
🔧 Step 2 — Contact Support if the Issue Continues
If you continue to see a connection timeout or a Request Throttled error after waiting, our team will need to investigate the specific conditions affecting your site and account. To help us assist you as quickly as possible, please have the following ready:
- Your WordPress site URL
- The exact error message you are seeing (a screenshot is helpful)
- The approximate date and time the error first appeared
- A note of how many authentication attempts you have made
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.