How can we help?
Search for the articles here or browse the categories below.
Recent Updates
Product changes and announcements worth knowing about.
Browse by topic
Find guides, tutorials, and answers organised by category.
Start Here & Resources
Getting started, platform basics, training, product updates and how to reach support.
Coworker
Atlas Agent / Coworker: chat, tasks, playbooks and routines.
Browse
OTTO SEO
OTTO pixel installation, deployments, schema and on-page optimization.
Browse
Site Metrics
Google Search Console and GA4 performance data in Search Atlas.
Browse
AI Visibility
Track and improve how LLMs and AI search mention your brand.
Local
Google Business Profile, local heatmaps and citations.
Content
Content Genius, Brand Vault and publishing to your CMS.
Website Studio
Build, edit, publish and connect domains for Website Studio sites.
Ads
Google Ads, Meta Ads and PPC campaigns.
Keywords
Keyword research, Rank Tracker and Site Explorer.
Browse
Reports
Report Builder, white-label reports and exports.
Authority
Link building, press releases and Cloud Stacks.
Social
Social Hub posting, calendar and approvals.
Browse
Site Audit & Technical SEO
Site audits, crawling, indexing and content score.
Browse
Integrations, API & MCP
WordPress plugin, CMS connectors, API and MCP server.
Account, Billing & Agency
Plans, credits, billing, refunds, team access and white label.
Browse
🔍 Crawling, Indexing & Monitoring
Recrawling sites, crawl monitoring, indexing, and robots.txt handling.
Browse
🆕 Version Updates & Release Notes
What's new in each WordPress plugin release.
Browse
🚀 Getting Started & Overview — Authority Building
Introduction to Authority Building, execution layer, and Domain Authority/Power concepts.
Browse
🔒 Security & Access Control
Approval controls, JWT security, and API key rotation.
Browse
🛠️ ZIP/HTML Import & AI Page Builder Issues
Troubleshooting ZIP, HTML, and Lovable imports plus AI page builder editing limits.
Browse
🔓 Account Access & Reactivation
Reactivating accounts, login redirects, and access issues tied to billing status.
Browse
📈 Content Score, Audits & Diagnostics
Audit false positives, content score, and Site Audit crossover issues.
Browse
🔌 GHL
All about GHL
Browse
🎯 Onboarding
Customer onboarding guides, 30-day plans, training resources, UI navigation, certifications, and the Search Atlas Challenge.
Browse
🛠️ Troubleshooting & Support
Error fixes, bug reports, technical issues, and platform support.
Browse
🧑🎓 Getting Started & Academy
Onboarding guides, training resources, FAQs, courses, and learning paths.
Browse
🏆 Search Atlas Events
Everything about events
Browse
🤖 OTTO
AI-powered SEO optimization, automation rules, and PPC campaign management.
Browse
💸 Refunds & Cancellations
Requesting refunds, cancelling subscriptions, and refund policy explanations.
Browse
🗂️ Product Changelog
Day-to-day fixes and improvements to existing Search Atlas features, explained for customers.
Browse
⭐ GBP Reviews & Reputation
Managing and troubleshooting Google Business Profile review replies and review-collection tools like QR codes.
Browse
📣 Press Release Content & Formatting
Structuring press releases, content guidelines, and rejection prevention.
Browse
💳 Universal Credits
Everything about the Universal Credits shared usage balance.
Browse
📅 Creating & Scheduling Posts
Creating, approving, and scheduling social content.
Browse
🎟️ Quotas & Access
Agent quota consumption and crawler access for certification.
Browse
🛠️ Troubleshooting AI Agent Behavior
Fixing errors, routing issues, and unexpected agent responses.
Browse
Popular articles
What other people are reading right now.
🛠️ OTTO, Reports, and Content Improvements
We've made a set of improvements and fixes across OTTO, Report Builder, Content Genius, Google Search Console, and PPC. Together they make plan changes clearer, reports easier to read, and everyday workflows more reliable. ✨ What's New OTTO plan and billing experience - Top-up modal refresh: The OTTO top-up modal has a new look that is cleaner and easier to follow. - Downgrade clarity: When you downgrade, the modal now explains how much you save under the new pricing and when you break even. - Site and resource impact: The modal shows how many signed sites and how many resources your change affects, so you can see the effect before you confirm. - Charged-today preview: The modal now shows the prorated amount you'll be charged today. For first-time purchases, it previews the charge before you commit. - Scheduled downgrade badge: If you've scheduled a downgrade for an OTTO service, a badge now appears on that service so you can see it at a glance. - Pricing preview: You may also see a preview of updated pricing when you change your OTTO plan. This appears as it becomes available on your account. Content Genius - Topical Maps polish: Labels, modal text, and tooltips are now consistent and clearer throughout Topical Maps. - Markdown export: Exporting an article as Markdown now downloads your latest edited version. Previously it could download the original draft. Report Builder - GA4 Landing Page table: Pagination now works correctly, so you can move through all of your landing pages. - OTTO section in reports: The OTTO section now adjusts properly to different screen sizes. Stats no longer overflow or get cut off. OTTO SEO - Title Tags and Meta Descriptions: The Fine Pages tab now shows only your fine pages. Previously it showed the full list of pages. Google Search Console - Performance > Keywords: If your Google Search Console account was already connected, you could be shown a "Connect your GSC Account" screen and lose your selected project. Your connected account and project now load as expected. OTTO PPC and white-label - Help links: White-label customers no longer see Search Atlas help-center links in PPC. Your brand stays consistent for you and your clients. 🛠️ How to Use It To see the new OTTO plan change experience: 1. Open the OTTO service you want to manage. 2. Choose to top up, upgrade, or downgrade your plan. 3. Review the modal. It shows your charge today, the site and resource impact, and for downgrades, your savings and break-even point. 4. Confirm the change. If you scheduled a downgrade, look for the badge on the service. 📋 What to Expect - Most of these changes apply automatically. You don't need to change any settings. - Pricing previews in OTTO modals appear as they become available for your account, so you may not see them yet. - If you previously saw the "Connect your GSC Account" screen by mistake, reload the page to see your connected data. - Markdown exports now reflect your most recent edits. Re-export any article you downloaded before to get the latest version. 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.
🛠️ Troubleshooting & Support🔍 Finding Your Support Tickets After Migration
📌 Overview After a platform migration, some customers find that earlier support conversations or escalated tickets no longer appear in their view. If you had an open request and can't see it anymore, this article explains what to do, how to get a status update quickly, and what to try on your own while you wait. A conversation missing from your view doesn't necessarily mean your request was closed or forgotten. The fastest way to confirm the status is to ask our team directly, using the steps below. ❓ Why Can't I See My Previous Conversations? Support history can be hard to find after a migration. Common reasons include: - Older conversations may not display in the chat widget after the move to the new setup. - You may be signed in with a different email address or user account than the one you used to open the original ticket. - You may be viewing a different workspace, project, or client account than the one the ticket was linked to. - Escalated tickets may be tracked by our team separately from the chat history you can see. Before contacting us, it's worth checking that you're signed in to the correct account and looking at the correct project. 🚀 How to Get a Status Update on an Escalated Ticket 1. Sign in to the Search Atlas platform with the same account you used when you first reported the issue. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our team. 4. Tell them you are following up on an earlier ticket that is no longer visible after the migration. 5. Share the details listed in the next section so we can locate your request without delay. 📝 Information to Include in Your Message The more detail you provide, the faster we can match your message to the original ticket. Please include: - The topic of each ticket. For example, a Google Ads issue or changes not publishing to a website. - The approximate date you opened each ticket. - The account email you used when you opened it. - The project or website name and domain, if the ticket was about a specific client site. - What you were told so far, such as any troubleshooting steps or a promised follow-up. - Screenshots or error messages, if you still have them. If you had more than one open ticket, list each one separately. This helps us give you a clear status on every request instead of just one. 🛠️ Changes From OTTO Not Appearing on Your WordPress Site One common reason for these tickets is OTTO changes that don't appear on a connected WordPress site. While you wait for an update, you can check the following: 1. Confirm the right site is selected. Make sure you are working in the project for the correct client website. 2. Check that the changes were approved or deployed. Confirm the changes show as applied or published in OTTO, not just suggested. 3. Review your WordPress connection. If the connection looks disconnected or shows an error, reconnect it and try again. 4. Clear your caches. Clear any caching plugin, hosting cache, or CDN cache on the WordPress site, then reload the page in a private browser window. 5. Check security or firewall plugins. Some security tools block outside connections. Review any recent blocks or alerts on the site. 6. Look at the live page, not the editor. View the public page itself, since changes may not be visible inside the WordPress editor. If the changes still don't appear, note which pages are affected and what you see. Give those details to our team in chat. 📊 Google Ads Issues If your other ticket was about Google Ads, these checks can help while you wait: - Confirm that your Google account is still connected in the platform. - If the connection looks broken or expired, disconnect and reconnect the account. - Check that the Google Ads account you need is the one selected in the correct project. - Write down any error message exactly as it appears, or take a screenshot. 💡 Tips to Avoid Losing Track of Support Requests - Save a screenshot or copy of key details whenever you open a support request. - Use the same account to follow up on a request. - Mention the domain or project name in every message so our team can find it quickly. - Keep separate issues in separate conversations so each one gets a clear status. 🙋 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.
🛠️ Troubleshooting & Support💳 Fixing an Unpaid Invoice and Quota Delays
📌 Overview Sometimes an invoice still shows as unpaid after you try to pay it, or your plan quotas don't refresh after a payment goes through. This article explains the most common causes, how to retry a payment yourself, and what to check before you contact us. 🔎 Why an Invoice Can Show as Unpaid An invoice stays unpaid until your bank or card provider confirms the payment. These are the most common reasons it doesn't go through: - Card declined: Your bank rejected the charge, often because of insufficient funds, a spending limit, or a fraud-protection block. - Expired or replaced card: The card on file is out of date, or your bank issued you a new card number. - Extra bank verification: Some banks require you to approve the payment in your banking app or with a one-time code. If the approval window is closed or missed, the payment fails. - Incorrect billing details: The billing address or postal code doesn't match what your bank has on file. - Pending payment: The payment was submitted but is still being processed. This can take a few minutes, and occasionally longer for some banks or payment methods. - Browser issues: Ad blockers, outdated cached data, or privacy extensions can interrupt the payment form. 🔄 How to Retry a Payment Follow these steps to retry an unpaid invoice: 1. Log in to your Search Atlas account and open the billing section of your account settings. 2. Check that the payment method on file is current. Look at the card number, expiration date, and billing address. 3. If anything is out of date, update the card or add a new payment method. 4. Find the unpaid invoice and select the option to pay it. 5. Complete any verification your bank asks for, such as a code or an approval in your banking app. 6. Wait for the confirmation message and don't close the page until it appears. Tip: If the payment button doesn't respond or the form won't load, try a private or incognito window, or a different browser. Turn off ad blockers or privacy extensions for the page while you pay. 🏦 Check With Your Bank If the payment fails more than once, your bank may be blocking it. Check the following with your card provider: - Whether recent attempts were declined and what reason was given. - Whether online or international payments are allowed on your card. - Whether there is a daily or monthly limit that was reached. - Whether the payment needs your approval in the banking app. Once your bank has approved or unblocked the payment, retry it from your billing section. 📊 When Quotas Don't Update After Payment If your payment succeeded but your quotas or plan limits still look unchanged, try these steps in order: 1. Wait a few minutes. Quotas usually refresh shortly after payment is confirmed, but processing can take a little longer. 2. Refresh the page. Do a hard refresh, or log out and back in, so your account loads the latest data. 3. Confirm the invoice status. Open your billing section and check that the invoice is marked as paid. If it still shows unpaid, the payment may not have completed. 4. Check for duplicate or pending charges. Look at your bank statement to see whether the charge is pending, completed, or reversed. 5. Clear your browser cache. This helps if you still see old plan information. If the invoice shows as paid but your quotas still haven't updated after these steps, our team can review your account directly. ✅ What to Have Ready Before Contacting Us Having this information on hand helps us resolve your issue faster: - The invoice number or the date of the invoice. - The date and approximate time of your last payment attempt. - Any error message you saw, or a screenshot of it. - The last four digits of the card you used. - Whether your bank showed the charge as pending, completed, or declined. 💬 Need Help? Contact Support If the invoice still shows as unpaid after you've retried the payment, or your quotas don't update after a successful payment, we're happy to 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. Let us know you'd like a payment retried and share the details above. We'll review your invoice and account and help get things back on track. 💡 Quick Tips to Avoid Payment Issues - Keep your card details and billing address up to date. - Make sure your card allows online recurring payments. - Check that your card has enough available balance before your renewal date. - Add a backup payment method if your account allows it. - Watch for approval requests from your bank during payment.
🛠️ Troubleshooting & Support🔍 Finding Refunded HDC Credits After Plan Change
💡 Overview If you recently changed your plan or account and expected to see refunded HDC credits (for example, a large balance such as $2,000), you may open your dashboard and find that the credits are not where you expected them. This is a common concern, and in most cases the credits have been moved, applied differently, or not yet updated rather than lost. This article explains why that can happen, where to look, and what information to have ready if you need our team to take a closer look. 🔄 Why Credits May Look Different After a Plan Change When you move from one plan to another, your account is updated to match the new plan. During that update, credits or balances tied to your previous plan can be handled in a few different ways: - Applied to your new plan: The value may be used toward your new plan charges instead of appearing as a separate credit line. - Moved to a different balance: Credits may be shown under a different section of your account than before. - Returned as a refund: In some cases, the amount is returned to your original payment method instead of being kept as platform credits. - Still processing: Plan changes and refunds can take time to appear, so your balance may not have updated yet. 🔎 Where to Check for Your Credits Work through the steps below to see whether your credits are visible anywhere in your account. 1. Log in to the platform and open your account or billing settings. 2. Look at your current plan and usage details to confirm which plan is active after the change. 3. Review your billing history or invoices for any credit, adjustment, or refund entries dated around the time of your plan change. 4. Check the HDC credit balance shown for your account, and compare it with what you had before the change. 5. If you manage more than one workspace or account, confirm you are logged in to the correct one. Credits are tied to the account they were issued on. ⚠️ Common Reasons Credits Seem Missing - You are viewing a different account or workspace. Switching accounts can show a different balance. - The credits were applied to an invoice. Check your billing history for a reduced charge or a credit line. - The refund went to your payment method. Your card or bank statement may show the returned amount instead of your platform balance. - The change is still processing. Allow some time and refresh the page before assuming something is wrong. - The credits had an expiry or plan restriction. Some credits only apply to certain plans or time periods. 📝 What to Gather Before Contacting Us Having the right details ready helps our team resolve your question faster. Before you reach out, try to collect: - The approximate date you changed your plan or account. - The name of your previous plan and your new plan. - The amount of credits you expected to see (for example, $2,000). - A screenshot of your current credit balance and your billing history. - Any invoice or receipt numbers related to the change. ✅ Tips to Avoid Confusion in the Future - Before changing plans, take a screenshot of your current credit balance so you can compare it afterward. - Check your billing history right after the change to confirm how credits were handled. - Allow some time for the balance to update before assuming credits are missing. - If you are unsure how a plan change will affect your credits, ask our team before you make the change. 💬 Need More Help? If you have checked the steps above and still cannot find your refunded HDC credits, our team can review your account and confirm exactly what happened to them. 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.
🛠️ Troubleshooting & Support💰 Fixing Publisher Article Payout Discrepancies and PayPal Changes
📌 Overview Sometimes the amount that arrives in your PayPal account is lower than the price agreed for an article. For example, you may have expected $65 and received $50, or expected $130 for two articles and received $43. This article explains the most common reasons for a difference, how to check your payment, and what to do if you need to change your PayPal account. 🔎 Why Your Payout May Be Lower Than Expected A difference between the agreed price and the amount received usually comes from one of the following causes. - PayPal fees: PayPal may deduct transaction or withdrawal fees before the money reaches you. These fees depend on your PayPal account type and country. - Currency conversion: If your PayPal account uses a currency other than USD, the amount is converted and may be reduced by exchange rate margins. - Partial payment: Only some of your articles may have been paid so far. The rest may still be pending review or scheduled for a later payout. - Article status: An article that has not yet been approved or published may not be included in the payout. - Price changes: The final price may differ from the original offer if the article scope, word count, or requirements were updated after you accepted it. - Combined payments: Several articles may be paid in one transaction, so the amount you see may not match any single article price. - Wrong or outdated PayPal account: If the payment went to an older PayPal account, it may not appear in the account you are checking. 🧾 How to Check Your Payment Before Contacting Us A few quick checks can often explain the difference right away. 1. Open the PayPal transaction in your PayPal activity and look at the gross amount, the fee, and the net amount. The gross amount is what was sent, and the net amount is what you received. 2. Check the currency shown on the transaction. If it is not USD, a conversion was likely applied. 3. Review the status of each article in your publisher account to confirm that it was approved and marked as completed. 4. Compare the agreed price in your original order or message with the amount shown for each article. 5. Check whether a second payment is still pending. If you were paid for two articles, look for one or two separate transactions. 6. Confirm the PayPal email on your account is the one you are checking. 💬 What to Include If You Report a Discrepancy If the numbers still do not match after your checks, our team can review the payment for you. Sharing the right details up front helps us resolve the issue faster. Please have the following ready: - The title or link of each article involved - The agreed price for each article - The amount you received and the date it arrived - The PayPal transaction ID - A screenshot of the PayPal transaction showing gross amount, fees, and currency - The PayPal email address you expect to be paid to Please send all of this in a single message. This avoids back-and-forth and helps us verify each article separately. 🔄 How to Change Your PayPal Account If you want your payouts to go to a different PayPal account, update it before your next payment is processed. 1. Open your publisher account in the platform and go to your payment or profile settings. 2. Replace the existing PayPal email with the new one and save your changes. 3. Double-check the spelling of the email address. A typo can send a payment to the wrong account or cause it to fail. 4. Tell our team about the change in the chat widget if you have any payments that are still pending, so they can confirm which account will receive them. Important: Payments that have already been sent cannot be redirected by changing your settings afterward. If a payment went to your old PayPal account, let us know so we can review the options with you. 🛡️ Tips to Avoid Payout Surprises - Keep a written record of the agreed price for every article you accept. - Make sure your PayPal account is verified and able to receive payments in USD. - Update your PayPal email as soon as it changes. - Check your article statuses regularly so you know which ones are approved and eligible for payment. - Review each PayPal transaction for fees and conversion details before reporting a shortfall. 🙋 Need More Help? If you still see a difference after reviewing your PayPal transaction and article statuses, our team can look into it with you. 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.
🛠️ Troubleshooting & Support🧾 How to View Your September Purchase History
Need to see what you purchased during a specific month, such as September? This article shows you where to find your past charges, how to read them, and what to do if something looks different from what you expected. 📋 What You Can Find in Your Purchase History Your account keeps a record of the payments made to Search Atlas. For each charge you can usually see: - Date of the payment - Amount charged - Plan or product the payment was for, such as a subscription or an add-on - Payment status, such as paid or failed - Invoice or receipt that you can open or download 🔍 How to Find Your September Purchases 1. Log in to your Search Atlas account. 2. Open your account or profile menu, usually found in the top-right or lower-left corner of the platform. 3. Go to Settings, then select the Billing or Subscription section. The exact label may vary slightly depending on your plan. 4. Look for Invoices, Billing History, or Payment History. 5. Scroll through the list and find the entries dated September 1 to September 30. 6. Select an entry to open the invoice or receipt. You can download it for your records. 🧠 How to Read Your Charges Each line on an invoice shows what the payment covered. Here are a few things that can help when reviewing September: - Recurring subscription charges appear once per billing cycle. If your plan renews monthly, you will usually see one charge for September. - Add-ons or extra purchases appear as separate lines or separate invoices, depending on when they were bought. - Annual plans may not show a September charge at all if your renewal falls in another month. - Failed or pending payments may be listed but are not charged until the payment succeeds. 🤔 Can't See What You Expected? If your September purchases are missing or look different than you remember, try these checks: - Check the account you are logged into. If you have more than one Search Atlas account, the purchase may be under a different login. - Check your billing date. Your billing cycle may start mid-month, so a charge for a September service could be dated in August or October. - Check with your team. If a colleague or another team member made the purchase, it may be tied to their account or to a shared workspace. - Look at the payment method on your bank or card statement. The charge there should show the same date and amount as the invoice. 💬 Ask Our Team for a Summary If you would like a full summary of everything you bought in September, our team can help you review it. To make this quick, include the following in your chat message: - The month and year you want to review - The name or email of the account you log in with - Any specific charge or amount you want to confirm 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. 💡 Quick Tips for Next Time - Download your invoices each month and save them in one folder for easy bookkeeping. - Review your billing section after any plan change or add-on purchase to confirm the new charge. - If you need invoices for accounting or tax purposes, download them as soon as they become available.