🧭 Overview
If your Search Atlas account was purchased through a reseller — such as Digivox or any platform built on GoHighLevel (GHL) — your account access and permissions are managed differently from a direct Search Atlas subscription. This article explains how reseller accounts work, what you can do on your own, and exactly where to go for help based on how your account was set up.
🏗️ How Reseller Accounts Work
When a Search Atlas account is sold through a third-party reseller or a GHL-powered agency platform, the reseller acts as the account owner. This means:
- The reseller controls your account's initial setup, seat allocation, and feature access.
- Search Atlas does not manage the commercial relationship between you and your reseller.
- Some settings and permissions may be locked at the reseller level and cannot be changed from inside the platform without reseller involvement.
Because of this structure, the right support channel depends entirely on who manages your account — your reseller or Search Atlas directly.
🔍 Identify Who Manages Your Account
Before reaching out for help, confirm how your account was provisioned. Ask yourself:
- Did you purchase or receive access through an agency, partner, or platform other than SearchAtlas.com directly?
- Did you receive a login link or credentials from a company such as Digivox, or through a white-labeled GHL portal?
- Does your login URL or dashboard look different from the standard Search Atlas interface?
If you answered yes to any of the above, your account is almost certainly reseller-managed. Continue to the section below that matches your situation.
🤝 GHL and Digivox Reseller Accounts
If your account was purchased through Digivox or any other GoHighLevel (GHL)-based reseller, GHL is your primary support channel for account access issues. Search Atlas support agents do not have the ability to modify account ownership, reset credentials, or change permissions for accounts provisioned through a GHL reseller.
For these accounts, you should:
- Contact your reseller (e.g., Digivox) directly through the support channel they provided when you purchased the account.
- Request that they verify your user permissions, resend your login credentials, or grant the specific access level you need.
- If your reseller is unresponsive, escalate within the GHL platform using GHL's own support resources.
Common issues your reseller can resolve on your behalf include:
- Login credentials not working or never received
- Account showing as inactive or suspended
- Unable to access specific features or tools
- Need to add or remove team members
- Billing or subscription questions related to your purchase
🛠️ Managing Team Member Access Yourself
If you already have access to the Search Atlas platform and simply need to adjust permissions for yourself or a colleague, you may be able to do this directly — depending on the role your reseller has assigned to you.
To check or update team member access:
- Click your avatar in the top-right corner of the platform.
- Select Team Members (Settings) from the dropdown menu.
- Review the listed users and their assigned roles.
- If you have admin-level access, you can invite new members or adjust existing permissions from this page.
If the Team Members option is greyed out, unavailable, or you receive a permissions error, your account role does not include admin rights. You will need to contact your reseller to have your role elevated.
📋 Support Channel Quick Reference
Use the table below to identify the correct support path for your situation:
- Account purchased through GHL reseller (e.g., Digivox): Contact your reseller directly via their support channel.
- Cannot log in, no credentials received: Contact your reseller — they control credential provisioning.
- Account active but missing features or locked settings: Contact your reseller to review your plan and permissions.
- Account purchased directly on SearchAtlas.com: Contact Search Atlas support via the chat widget in the platform.
- Technical bug or platform error on an active direct account: Contact Search Atlas support via the chat widget in the platform.
⚠️ What Search Atlas Support Cannot Do for Reseller Accounts
To set clear expectations, Search Atlas support agents are unable to perform the following actions on accounts provisioned through a third-party reseller:
- Reset or issue login credentials
- Change your subscription tier or unlock features
- Transfer account ownership
- Override permissions set by your reseller
- Process billing refunds or adjustments for reseller-purchased plans
These actions must be handled by the reseller who owns and manages your account.
💬 Still Need Help?
If you have confirmed your account was purchased directly through Search Atlas and you are still experiencing access or permissions issues, our team is ready to assist. 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.