🔍 Overview
If your Search Atlas dashboard displays the OTTO pixel status as Not Installed but you can confirm the pixel code is present in your site's live HTML source, you are experiencing a backend detection mismatch. This issue is resolved by the Search Atlas support team on the backend — no self-serve fix is available. This article explains what to expect and how to prepare when reaching out for help.
⚙️ Why This Happens
The OTTO pixel detection system checks for your pixel using backend logic. Sometimes a mismatch occurs between what the dashboard reports and what actually exists in your HTML. Because this is resolved at the backend level, the root cause will be investigated and corrected by the support team.
📋 What to Prepare Before Escalating
To help the support team resolve your backend detection mismatch as quickly as possible, please have the following information ready when you open a support conversation:
- Your project name in Search Atlas (the site or property affected).
- The exact pixel status shown in your dashboard (e.g., "Not Installed").
- Confirmation that the pixel is present in your live site's HTML source — a screenshot or copy of the relevant HTML snippet is helpful.
- The timestamp of when you first noticed the mismatch.
- Any recent changes you made to the pixel installation (e.g., moved it to a tag manager, updated your theme, reinstalled the snippet).
💡 What Happens Next
Once you contact the support team with the above details, they will investigate the detection mismatch on the backend and correct the pixel status. You do not need to reinstall or modify the pixel yourself while waiting for this fix.
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.