🔍 Overview
If you are experiencing unexpected traffic drops and have an open investigation with our team, we understand how stressful this can be. This article explains how to remove the Search Atlas tracking pixel from your site, what to expect during an active investigation, and how to request a refund if your issue remains unresolved.
🛠️ How to Remove the Search Atlas Pixel
You can remove the Search Atlas pixel from your website at any time. The steps depend on how it was originally installed.
If you added the pixel manually to your site's code:
- Log in to your website's CMS or hosting file manager.
- Open the file where the pixel snippet was placed — typically the site-wide header or footer template (e.g.,
header.php, a theme file, or a tag manager container). - Locate the Search Atlas pixel script. It will be a short
<script>tag referencing Search Atlas or a tracking domain provided during setup. - Delete the entire script snippet.
- Save the file and clear your site's cache.
- Verify removal by viewing your page source (Ctrl+U or Cmd+U) and confirming the script is no longer present.
If you installed the pixel via Google Tag Manager (GTM):
- Log in to your GTM account and open the relevant container.
- Navigate to Tags and locate the Search Atlas pixel tag.
- Click the tag, select Delete, and confirm.
- Click Submit to publish the updated container.
If you used a WordPress plugin or third-party integration:
- Go to your WordPress dashboard and open Plugins.
- Deactivate and delete any plugin that was used to inject the Search Atlas pixel.
- Clear your site cache after removal.
📊 Understanding the Investigation Process
When a traffic issue is reported, our team opens a formal investigation to identify the root cause. Here is what typically happens during this process:
- Initial review (24–48 hours): Our team examines your account data, pixel activity, and any reported anomalies.
- In-depth analysis: Complex cases — particularly those involving significant traffic drops or potential data conflicts — require deeper review across multiple data sources, and timing varies by case complexity.
- Resolution and update: Once findings are confirmed, our team contacts you with a summary and any corrective actions taken.
If your investigation has been open for more than 5 business days without a meaningful update, you are entitled to escalate the case and request a resolution timeline or a refund consideration.
💡 What to Do If Your Investigation Is Taking Too Long
If your case has been open for over a week and you are continuing to experience traffic loss, take the following steps:
- Remove the pixel immediately using the steps above to eliminate any potential ongoing impact to your site.
- Document your traffic data — take screenshots from Google Analytics, Google Search Console, or any other analytics platform showing the drop and its timeline.
- Contact our support team through the live chat widget and reference your investigation case or ticket number so the team can prioritise your escalation.
💰 How to Request a Subscription Refund
Search Atlas reviews refund requests on a case-by-case basis. You may be eligible for a full or partial refund if:
- Your issue was directly caused by a Search Atlas product or pixel and remained unresolved for an extended period.
- You experienced measurable harm (such as verified traffic loss) during an active investigation.
- You request the refund within a reasonable timeframe after identifying the issue.
To submit a refund request:
- Open the live chat widget inside the Search Atlas platform.
- Type human teammate to connect with a support agent.
- Provide your account email, a brief description of the issue, your investigation case reference (if available), and any supporting evidence such as traffic screenshots.
- Our team will review your request and respond with a decision as soon as possible; response time varies by case complexity.
Note: Refunds are not automatically issued when an investigation is opened. You must submit a formal request via chat for our team to begin the review process.
🚀 Preventing Future Issues
To minimise the risk of tracking conflicts or unexpected traffic changes going forward:
- Only install the Search Atlas pixel on pages where tracking is required.
- Avoid running multiple conflicting tracking scripts from different SEO platforms simultaneously.
- Regularly audit your tag manager containers and remove any unused or outdated scripts.
- Monitor your site's performance weekly in Google Search Console to catch drops early.
💬 Need Further Help?
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.