🧭 Overview
If you have followed the OTTO pixel installation guide, entered your UUID, and cleared your cache but the pixel still does not appear active, a duplicate or conflicting UUID in your Lovable project files may be the cause. This article explains what to check and what information to have ready if you need to escalate to our support team.
🔍 What Causes a UUID Mismatch?
A UUID mismatch typically occurs when the OTTO pixel script has been inserted into your Lovable project more than once — for example, in multiple template or layout files — and the UUID values in those entries do not all match. Only one correctly formatted, consistent UUID should be present across all instances of the pixel script in your project.
🛠️ What You Can Try
- Confirm the exact UUID you should be using by locating it in your OTTO setup within Search Atlas. Make sure you copy it precisely — UUIDs are case-sensitive and contain no spaces.
- Review the files in your Lovable project where the OTTO pixel script has been inserted. Check that every instance of the script uses the same UUID and that the script does not appear more than once in the same file or across overlapping layout files.
- Remove any duplicate or mismatched script entries so only one correct instance of the pixel script remains.
- Save your changes and reload your site to allow the pixel to re-register.
If after reviewing your project files you are unsure which entry is incorrect, or if the pixel still does not activate after removing duplicates, our support team can investigate the specific UUID and project configuration on your behalf.
📋 What to Have Ready When Escalating
To help our team resolve this as quickly as possible, please have the following information ready before reaching out:
- Your project name in Lovable and the URL of the affected site
- The UUID you believe is correct, copied directly from your OTTO setup in Search Atlas
- A brief description of where the pixel script was inserted in your project (e.g., which files or components)
- Any error messages or symptoms you are seeing (e.g., pixel not detected, activation status unchanged)
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.