Overview
A common issue arises when publishing press releases in Search Atlas: unexpected payment errors even when your account shows available credits, as well as problems uploading images within the press release editor. Both of these issues require backend investigation by our support team. This article explains what is happening and how to escalate efficiently so our team can resolve it for you.
Why You're Seeing a Payment Error
A payment error during press release publishing does not always mean your credits are insufficient. There may be an issue with the payment method associated with your account, or the way press release billing interacts with your credit balance. Because the exact cause varies by account, our support team will need to investigate directly. There are no self-serve steps that will reliably resolve this — the fix must be applied on the backend.
Image Upload Problems in the Press Release Editor
Some users also experience issues uploading images while building their press release. Image upload failures in the press release editor are also backend issues that our team must investigate directly. While there is no guaranteed self-serve fix, you can check the following before reaching out, as this information will help our team diagnose the issue faster:
- Confirm your image is in a standard web format (JPG, PNG, GIF, or WebP) — non-standard or corrupted files may fail to upload
- Keep file size as small as practical; very large files are more likely to encounter upload errors
- Test whether the issue occurs with a different image file to determine if the problem is file-specific or affects all uploads
- Note the exact error message displayed at the time of the upload attempt
If the issue persists after checking the above, our support team will need to investigate your account configuration or a broader platform problem directly.
How to Get Help
If you encounter a payment error or an image upload issue while trying to publish a press release, please have the following ready when you reach out:
- Your Search Atlas account name
- The exact error message you received (copy it verbatim if possible)
- The name or title of the press release you were trying to publish
- The date and approximate time the error occurred
- For image upload issues: the file format, file size, and whether the problem affects all images or specific ones
Providing these details upfront will allow our team to identify the root cause and resolve your issue without unnecessary back-and-forth.
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.