Overview
After installing the Search Atlas WordPress plugin and completing the authorization flow, some users see a "pixel not connected" status message. Because the source of this issue can vary by site configuration, our support team will need to investigate your specific setup to identify and resolve the root cause.
What This Article Covers
This article explains what the error means and helps you prepare the information our team needs to resolve the issue as quickly as possible. It does not contain self-serve troubleshooting steps, because the correct resolution depends on details that must be reviewed by a support teammate.
What "Pixel Not Connected" Means
This status message indicates that Search Atlas has not been able to confirm that the pixel is active and communicating correctly on your site. This can occur for a number of reasons related to your WordPress environment, and diagnosing it requires a review of your account and site configuration.
What to Have Ready Before Contacting Support
To help our team resolve this as quickly as possible, please gather the following information before reaching out:
- The website URL (property) showing the "pixel not connected" status in your Search Atlas account.
- The WordPress version your site is running.
- The version of the Search Atlas plugin currently installed.
- Confirmation of whether you completed the authorization step after installing the plugin.
- Any error messages displayed in the plugin settings page or in the Search Atlas platform, copied exactly as they appear.
- The date and approximate time when you first noticed the status message.
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.