🔍 Overview
In some cases, a personal Search Atlas account and a client's account may appear linked without your explicit authorization. This is a known issue that requires backend investigation and correction by our support team. This article explains what may be happening, what to expect, and what information to have ready when you contact us.
⚠️ What May Be Causing This
- Shared login credentials: If the same email address was used to create both a personal account and a client account, the platform may associate them in unexpected ways.
- Accidental agency invitation: A client may have been added to your agency workspace unintentionally during onboarding or setup.
- Misconfigured whitelabel settings: Incorrect agency or whitelabel configuration can sometimes cause client-facing dashboards to inherit unintended access levels.
- Session or credential overlap: Using overlapping credentials across accounts can result in conflicting access states.
⚠️ What to Expect
Unauthorized account linking between agency and client dashboards is a bug-category issue. There is no self-serve option to safely unlink accounts on your own — our team needs to investigate the account association on the backend and apply the correct fix to avoid unintended data exposure or access disruption.
📋 What to Have Ready When You Contact Support
- The email address associated with your agency (owner) account
- The email address associated with the client account that appears incorrectly linked
- A description of what you are seeing — for example, whether the client can view your agency data, or whether your agency dashboard shows the client's data
- Approximately when you first noticed the unauthorized linking
- Any recent changes made to agency settings, invitations sent, or new accounts created around that time
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.