🔍 Overview
When a white-labeled Search Atlas portal is transferred to a new account, admin permissions for existing users are not automatically carried over. Users who previously had admin access may be unable to log in after the transfer. This article explains why this happens and what to do next.
⚙️ Why This Happens
Each white-labeled portal is tied to a specific Search Atlas account. During an account transfer — for example, when a portal moves from one domain or agency to another — user roles and permissions are reset. Admin access must be re-granted manually inside the new account before affected users can log back in.
✅ What to Have Ready Before Escalating
- The exact domain of your white-labeled portal (e.g., dashboard.yourdomain.com)
- The email addresses of all users who need admin access restored
- Confirmation of which Search Atlas account now owns the portal after the transfer
- The approximate date and time the transfer took place
🛠️ How Admin Access Is Restored
Restoring admin access after a white-label account transfer requires a backend action by the Search Atlas support team. Our team will locate the new account that owns your portal and re-grant admin permissions for the affected users. You do not need to take steps inside the platform yourself — providing the information listed above is enough for our team to resolve this for you.
💡 Tips to Avoid This Issue in Future Transfers
- Before completing any account transfer, export or note down the full list of admin users from the original account.
- Re-invite all necessary admins immediately after the transfer is complete, before handing off access to your team.
- Confirm the new portal domain is correctly mapped in your white-label settings once the transfer is done.
- Test admin login from a separate browser or incognito window to verify access is fully restored.
🆘 Need Further Help?
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.