🔍 Understanding Your Two Access Points
Search Atlas can be accessed in two ways depending on your account type:
- Standard domain: You log in directly at the official Search Atlas URL (e.g., app.searchatlas.com).
- Whitelabel domain: You log in through a custom-branded URL set up by your agency or reseller (e.g., app.youragency.com).
Both access points connect to the same underlying platform, but knowing which one you were using when the bug occurred is critical for our team to reproduce and resolve the issue quickly.
⚠️ Why This Matters for Bug Reports
Bugs can behave differently depending on the login method and domain used. For example, a layout issue or broken feature may appear only on a whitelabel domain due to custom branding settings, or only on the standard domain due to account-level configurations. Reporting the wrong URL can delay diagnosis and resolution.
✅ How to Identify Which Domain You Are Using
Before submitting a bug report, check the following:
- Look at your browser's address bar while you are logged in.
- If the URL contains searchatlas.com, you are on the standard domain.
- If the URL contains a custom domain (your agency or company name), you are on a whitelabel domain.
- Take note of the exact URL — copy it directly from the address bar.
📋 What to Include in Your Bug Report
To help our team investigate efficiently, always include the following details when reporting a bug:
- The full URL where the bug occurred (copied directly from your browser's address bar).
- The login method used: standard Search Atlas domain or whitelabel domain.
- Your account email address associated with the affected login.
- Steps to reproduce the bug: a numbered list of exactly what you did before the issue appeared.
- What you expected to happen versus what actually happened.
- Screenshots or screen recordings if possible — these significantly speed up resolution.
- Browser and device information: browser name, version, and whether you are on desktop or mobile.
🚀 How to Submit Your Bug Report
Follow these steps to submit your report correctly:
- Log in to the platform using the same domain where the bug occurred — either the standard Search Atlas URL or your whitelabel URL.
- Reproduce the bug if possible so you can capture the exact URL and any error messages.
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our team.
- Share all the details listed in the section above.
💡 Quick Tips to Avoid Confusion
- Always report bugs from the same domain where you experienced the issue. Do not switch to the other domain before contacting support.
- If you have access to both a whitelabel panel and the standard Search Atlas domain, test whether the bug appears on both — this helps narrow down the root cause.
- If you are a reseller reporting on behalf of a client, confirm which URL your client was using at the time of the issue before reaching out.
🙋 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.