🔍 Overview
If you manage white label customer accounts inside Search Atlas, you may run into two common issues: being unexpectedly logged out when accessing a customer's account, and uncertainty about which plan to assign so the customer can use OTTO SEO. This article explains both issues and walks you through the steps to resolve them.
⚙️ Why You Keep Getting Logged Out
When you access a white label customer's account, Search Atlas treats the session as a separate login. Getting kicked out typically happens for one of the following reasons:
- Simultaneous sessions: The customer is actively logged in at the same time you are. The platform allows only one active session per account, so one user will be pushed out.
- Session timeout: Customer accounts may have shorter inactivity timeouts depending on their plan settings. If you step away, the session can expire.
- Browser conflicts: Accessing multiple white label accounts in the same browser window can cause session collisions. Different accounts share the same cookie space unless you use separate browser profiles or incognito windows.
To avoid being logged out, follow these best practices:
- Coordinate with your customer before accessing their account so you are not both logged in at the same time.
- Use a dedicated browser profile or an incognito window for each white label customer account you manage.
- Avoid leaving customer account sessions idle for long periods.
🚀 Which Plan Gives Customers OTTO Access
OTTO SEO is available on specific plans within Search Atlas. To enable OTTO for a white label customer, the customer's account must be assigned a plan that includes OTTO SEO as a feature.
Here is how to check and update a customer's plan:
- Log in to your main Search Atlas account (your agency account, not the customer's).
- Navigate to your Account Menu by clicking your avatar in the top-right corner.
- Select Team Members or your white label client management area from the dropdown.
- Locate the customer account you want to upgrade.
- Review the plan currently assigned to that customer. If the plan does not include OTTO SEO, select an upgraded plan that lists OTTO SEO as an included feature.
- Save your changes. The customer will now have OTTO SEO available in their account.
Important: If you are unsure which plan tier includes OTTO SEO for white label customers, or if the upgrade option is not visible in your dashboard, this may be a billing or permissions configuration that requires manual adjustment by the Search Atlas team.
🛠️ Quick Troubleshooting Checklist
Run through this checklist before escalating to support:
- Still getting logged out? Confirm the customer is not logged in at the same time, and switch to a separate browser profile.
- OTTO not visible after upgrade? Ask the customer to log out and log back in to refresh their session and plan entitlements.
- Upgrade option missing? Verify you are logged into your agency (parent) account, not the customer's account, when managing plans.
- Customer cannot see OTTO tools? Check that OTTO SEO is explicitly listed as an included feature on their assigned plan, not just that they are on a higher-tier plan.
💡 Tips for Managing Multiple White Label Accounts
- Use a password manager to store unique credentials for each customer account so switching between them is fast and error-free.
- Label each browser profile clearly (for example, "Client A — Search Atlas") to avoid accidentally working in the wrong account.
- Keep a simple internal record of each customer's current plan and feature set so you can quickly identify who needs an upgrade.
📊 Still Seeing Issues?
If you have followed all the steps above and the problem persists — whether that is repeated logouts, OTTO not appearing after an upgrade, or plan changes not taking effect — our team can investigate the specific account configuration for you.
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.