🔍 Overview
Some customers notice that Site Audit and OTTO tasks appear to start normally but never complete — they consistently stop at the approval step, even after waiting several days or retrying multiple times. This is a known issue that our team investigates on a case-by-case basis.
⚙️ What Is the Approval Step?
The approval step is a required checkpoint where OTTO waits for you to review and confirm recommended changes before applying them to your site. Tasks will remain paused at this step until action is taken. If your tasks are stuck here and you are unable to move them forward, this may indicate an underlying issue that requires backend investigation.
📋 What to Have Ready When Escalating
Because this issue requires investigation by our support team, please have the following information ready before reaching out:
- Project name — the exact name of the Search Atlas project where the tasks are stuck.
- Affected site URL — the domain associated with the stuck tasks.
- Task type — which specific Site Audit or OTTO task types are affected (e.g. meta titles, schema, internal links).
- How long the tasks have been stuck — approximate date and time when you first noticed the issue.
- Any error messages — copy the exact text of any error or status message displayed on the affected tasks.
- Steps already attempted — note anything you have already tried, such as navigating away and back, or waiting for a data refresh.
Having this information ready will allow our team to investigate and resolve the issue as quickly as possible.
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.