## **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.