Overview
If you are unable to add topics to monitor AI search performance or the Search Atlas LLM tool is not responding as expected, this guide covers what to check and how to get help quickly.
Self-Triage Steps to Try First
Before contacting support, work through the following checks — many access issues can be resolved without assistance:
- Verify your plan includes these features. The LLM tool and AI search topic monitoring are not available on all subscription tiers. Log in to your account, navigate to your plan or subscription settings, and confirm that these features are listed as part of your current plan.
- Check your account permissions. If you are a member of a team workspace, you may not have the role required to add topics or use the LLM tool. Ask your workspace administrator to confirm your permission level.
- Refresh your session. Log out of Search Atlas completely, clear your browser cache, and log back in. Some access restrictions are caused by stale session data.
- Try a different browser or disable extensions. Browser extensions — especially ad blockers or script blockers — can interfere with platform features. Test in a clean browser profile or incognito mode.
- Check whether the issue is project-specific. If you have access to multiple projects or domains, test whether the problem occurs across all of them or only one. This helps narrow down whether it is an account-wide issue or tied to a specific configuration.
What to Do If the Issue Persists
If none of the steps above resolve the problem, the support team can review your account directly and help determine whether the issue is related to your current plan, a configuration setting, or something that needs to be escalated for a fix. Do not attempt to change plan or billing settings on your own while troubleshooting, as this may complicate the investigation.
When you reach out, please have the following information ready so the team can investigate and resolve your issue as quickly as possible:
- Your Search Atlas account email address.
- The name of the project or domain you are working with.
- A description of exactly what you are trying to do (for example, adding a topic to monitor or using the LLM tool).
- A description of what happens — including any error messages you see, word for word.
- The date and approximate time when the issue first occurred.
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.