💳 Fix a stuck plan change
If the Change Plan page shows messages such as “please wait” or “payment processed” before you select a plan, this is a checkout issue—not a completed plan change. Don’t repeat the plan-selection steps or submit another payment while the page is stuck.
- Take a screenshot of the full error page, including any messages and the browser address bar. Don’t include payment card details.
- Refresh the page once. If the same message returns, stop and avoid retrying the checkout.
- Open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team. Explain that the checkout showed “please wait” or “payment processed” before you selected a plan, and attach the screenshot.
Our team can review the billing state and help you continue safely. A screenshot is useful evidence; you don’t need to send it again or provide more details unless the team asks.
🛍️ Check OTTO’s Shopify pixel
If OTTO says the pixel is not installed after you added the script to your Shopify theme, confirm the script is in the correct theme and that your changes were saved and published. Then check the storefront in a fresh browser tab. Theme changes may take a short time to appear.
- In Search Atlas, open OTTO SEO from the left sidebar, or go to /seo-automation-v3.
- Confirm the site shown in OTTO matches the Shopify storefront where you added the script.
- In Shopify, verify that the script is in the theme’s head section, then save and publish the theme if needed.
- Reload the storefront and check OTTO again. If it still reports that the pixel is not installed, contact the team through the platform chat and share the site URL and a screenshot of the OTTO status. Do not share store passwords or secret keys.
👁️ Invite a single-site viewer
To give someone view-only access to one site, open the site’s access or user invitation settings in Search Atlas, invite the person using their account email, and select the view-only role and only the site they should access. Review the selected site and permissions before sending the invitation. If you don’t see these options, use the platform chat for help locating the correct settings.
📎 What to do if guidance repeats
If you already followed the suggested steps or attached a screenshot, say what you tried and what the page shows now. You don’t need to repeat completed steps. For a billing error or a repeated response that doesn’t address the issue, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.