Search Atlas Help Center

🛠️ Fix White Label Dashboard Connection Issues

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Camilo Aponte

Camilo Aponte

Last updated on Sep 30, 2026

🔍 Overview

If your white label dashboard isn't connecting correctly, this guide walks you through the most common causes and fixes. Follow each step in order before reaching out for additional support.

✅ Step 1: Verify Your DNS Settings

Incorrect DNS configuration is the most frequent cause of white label connection failures. Check the following:

  • CNAME record: Confirm your CNAME record points exactly to the domain provided in your Search Atlas white label setup. Even a single character mismatch will break the connection.
  • TTL propagation: DNS changes can take up to 48 hours to fully propagate. If you made changes recently, allow time before concluding there is a problem.
  • No conflicting records: Make sure no other A or CNAME records exist for the same subdomain. Conflicts prevent correct resolution.

⚙️ Step 2: Check Your White Label Configuration in Search Atlas

Log in to Search Atlas and review your white label settings:

  1. Navigate to More Features → Agency Hub (Agency Settings, URL: /agency-settings).
  2. Locate the White Label section and confirm the custom domain entered matches your DNS record exactly — including whether or not you included www.
  3. Ensure your logo, brand colors, and agency details are saved. Incomplete profiles can occasionally prevent the dashboard from loading for clients.
  4. Save any changes and allow a few minutes for the platform to apply them.

🌐 Step 3: Test the Connection

After verifying your settings, test the connection with these methods:

  • Incognito/private browser window: Open your white label URL in a private window to avoid cached data interfering with the result.
  • Different browser or device: Rule out browser-specific issues by testing on Chrome, Firefox, or Safari.
  • DNS lookup tool: Use a free tool such as MXToolbox or WhatsMyDNS to confirm your CNAME record is resolving correctly worldwide.
  • Clear your cache: If you see an outdated version of the dashboard, clear your browser cache and cookies, then reload.

🔒 Step 4: Check SSL Certificate Status

A missing or invalid SSL certificate will cause browsers to block access to your white label dashboard entirely.

  • Search Atlas automatically provisions an SSL certificate once your CNAME record is correctly pointed and propagated.
  • If your browser shows a security warning, DNS propagation may still be in progress. Wait 24–48 hours after your DNS change before re-testing.
  • If the certificate error persists beyond 48 hours, there may be a provisioning issue that requires manual intervention from our team.

📊 Step 5: Confirm Report Access Is Working

Once the dashboard connection is established, verify your client reports are accessible:

  1. Go to Reports via the left sidebar (URL: /report-builder/projects-list).
  2. Open a report that is shared with your client and copy the share link.
  3. Paste the link into an incognito window to simulate the client experience and confirm it loads under your white label domain.

🚫 Common Mistakes to Avoid

  • Using the root domain instead of a subdomain: White label requires a subdomain (e.g., reports.youragency.com), not the root domain.
  • Copying the CNAME value with extra spaces: Always paste the CNAME value carefully. Hidden spaces cause resolution failures.
  • Testing too soon after DNS changes: Partial propagation can produce inconsistent results. Test from multiple locations or use a propagation checker.

💡 Preparing for a Client Meeting

If you have an upcoming client meeting and the dashboard is not yet resolving, consider these temporary options:

  • Share reports directly from Search Atlas using the standard share link while your white label domain propagates.
  • Export report data as a PDF from the Reports section (left sidebar → /report-builder/projects-list) to present offline.
  • Contact our support team immediately (see below) so we can prioritise your case.

🙋 Still Not Working?

If you have followed all the steps above and your white label dashboard is still not connecting, our team can investigate your specific domain and account configuration directly. 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.