## **🔍 Overview**

Some customers notice that their Search Atlas dashboard shows no connected Google Business Profile (GBP), missing heat maps, or no reviews — even when active GBP profiles and pixel installations are already in place. In some cases, a pixel may appear connected on an account where it should not be. Because resolving these issues requires backend investigation by our team, this article explains what is happening and what information to have ready when you contact us.

## **⚙️ Why This Happens**

These display issues are typically related to one or more of the following:

- **Pixel ID mismatch:** The OTTO pixel installed on your site may be using an incorrect or outdated ID that the platform cannot associate with your account, preventing it from being recognised as active.
- **GBP not linked to the correct OTTO project:** If your GBP profile was connected after the OTTO project was created, the association between the two may not have been established correctly.
- **Pixel appearing on the wrong account:** A known display issue can cause a pixel to appear connected on an account it does not belong to. This is a cosmetic problem and does not affect your actual tracking data.

## **🚀 What to Do**

Because these issues involve backend account configuration and pixel detection logic, they cannot be fully resolved through the dashboard alone. Our support team will need to investigate your account directly. To help us resolve your issue as quickly as possible, please have the following ready before reaching out:

- The **domain name** affected (e.g., example.com)
- The **OTTO project name** associated with that domain
- Your **pixel ID** if you can locate it in your project settings
- A description of what is missing or incorrect — for example, whether it is the GBP profile, heat maps, reviews, or the pixel connection status
- Any **screenshots** of the dashboard showing the issue
- The approximate **date and time** you first noticed the problem

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.