🛠️ Fix OTTO Shopify Pixel Not Detected

🔍 Overview

This article covers three things Shopify customers often ask about together: OTTO showing not installed even though the script is in your theme, an error page that says please wait when you click Change Plan, and how to give someone view-only access to a single site.

⚠️ Why OTTO Says the Pixel Is Not Installed

Adding the script to theme.liquid under the tag is the correct method. If OTTO still can't find it, the cause is usually one of these:

• The script was added to a theme that is not published (for example, a duplicate or draft theme).
• The change wasn't saved in Shopify's code editor.
• The script sits outside the head section, or is inside a comment or another block of code.
• Your storefront is password protected, so OTTO can't reach it.
• The domain in OTTO doesn't match the domain your store uses publicly.
• Your store is cached, so the old version of the page is still being served.
• Your store uses a headless setup, which doesn't use theme.liquid.
• The script was copied incompletely, with a missing character or an extra space.

✅ Step-by-Step: Check Your Pixel Installation

1. In Shopify, go to Online Store and then Themes. Confirm the theme you edited is the one labeled Current theme.
2. Click Edit code and open theme.liquid in the Layout folder.
3. Check that the OTTO script sits between the opening and closing tags. Place it near the top of the head section.
4. Compare it with the script shown in your OTTO project. Copy it again if anything looks different, then click Save.
5. Open your live store in a private or incognito browser window, right-click, and choose View page source. Search for the OTTO script. If you can find it, it is live.
6. Return to OTTO and click the option to re-check or verify the installation.

🌐 Check Your Domain and Store Access

• Make sure the website URL in OTTO matches the domain visitors use, such as your custom domain rather than the .myshopify.com address.
• If your online store has a password page, remove the password temporarily while OTTO verifies the installation.
• If you use a caching or page-speed app, clear its cache after saving your theme changes.
• Ad blockers can interfere with your own browser checks, so use a private window with extensions turned off when you view the source.

Detection can take a few minutes after you save. If the script is visible in the page source and OTTO still shows not installed after about 15 minutes, move on to the support steps below.

💳 Fixing the Error Page When You Change Plans

If clicking Change Plan takes you to an error page that says please wait, the page usually failed to load your billing details. Try the following in order:

1. Wait one to two minutes, then refresh the page.
2. Log out of Search Atlas, log back in, and try again.
3. Open the platform in a private window or a different browser.
4. Turn off browser extensions such as ad blockers or privacy tools for the session.
5. Check that you are logged in as the account owner or an admin. Only these roles can change billing.

Plan changes and pixel detection are separate. You don't need to fix one before the other, and an upgrade will not install or remove the OTTO script.

👁️ Inviting a Viewer to a Single Site

If you want a client or teammate to see one site without access to your other projects, send them an invite with limited access.

1. Open your account or team settings in the platform and go to the section for inviting users.
2. Enter the person's email address.
3. Choose a viewer role, which allows viewing without editing.
4. Select only the site they should see, instead of all sites.
5. Send the invite and ask them to accept it from the email they receive.

If you don't see a way to limit access to one site, your plan or role may not include it. Open the chat widget and our team can confirm what is available on your account and set it up with you.

💡 Tips to Avoid This Issue Next Time

• Always edit your published theme, or re-add the script if you switch to a new theme.
• Keep a copy of your OTTO script, since theme updates can overwrite theme.liquid.
• Re-check the installation in OTTO after any major theme change.
• Use an incognito window to confirm changes, so you see what visitors see.

💬 Still Need Help?

If you need further assistance, 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. To help us resolve it faster, tell us your store domain, the theme you edited, and what you see on the error page.