🧭 Overview
If you see an "Incorrect Email or Password" error when logging in to Search Atlas — even after resetting your password or clearing your browser cache — this guide walks you through every known cause and fix. Follow the steps in order to restore access quickly.
✅ Step 1: Confirm You Are Using the Right Email
This is the most common cause of login failures. Before anything else, verify the following:
- You are entering the email address that was used to create your Search Atlas account — not a personal or alternate address.
- If your company uses a white-label dashboard, you must log in through that dashboard's URL, not the main Search Atlas login page.
- Check for hidden spaces before or after your email address when pasting it into the field.
🔑 Step 2: Reset Your Password Correctly
If you are unsure of your password, use the forgot password flow carefully:
- Click Forgot Password on the login page.
- Enter your account email and submit the form.
- Open the reset email and click the link immediately — reset links expire after a short time.
- After setting a new password, you will be redirected to the login page. Enter your email and the new password you just created.
Known issue (now resolved): An earlier platform bug caused the forgot password flow to redirect back to the Forgot Password screen instead of the homepage on the first attempt. This has been fixed. If you completed a reset before this fix and it seemed to fail, your password was still updated — try logging in with the new password you set.
🌐 Step 3: Rule Out Browser Issues
Browser problems can silently block a successful login even when your credentials are correct. Try each of the following:
- Hard refresh the login page: press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac).
- Open an Incognito or Private window and attempt to log in there.
- Clear your browser's cookies and cached data for the Search Atlas domain, then try again.
- Try a different browser (Chrome, Firefox, Edge, or Safari).
- Disable any browser extensions — particularly ad blockers or privacy tools — that may interfere with the login process.
🤖 Step 4: Check for reCAPTCHA Issues
Search Atlas uses reCAPTCHA to protect the login page. In rare cases, reCAPTCHA verification can silently fail and prevent login even with correct credentials. To work around this:
- Disable any VPN or proxy you are connected to, then try logging in again.
- Make sure JavaScript is enabled in your browser — reCAPTCHA requires it to run.
- Try the login from a different network (for example, switch from Wi-Fi to mobile data) to rule out IP-level blocks.
💤 Step 5: Check Whether Your Account Is Active
Your account may have been deactivated, which prevents login even with the correct credentials. This can happen due to:
- A lapsed or cancelled subscription.
- An admin on your team deactivating your user profile.
- An unexpected account status change on the platform side.
If you suspect your account is inactive, you will not be able to resolve this through a password reset. You will need to contact support (see below) so a team member can check your account status and reactivate it if appropriate.
🛠️ Step 6: Try These Final Checks
- Make sure your Caps Lock key is off — passwords are case-sensitive.
- If you log in using Google or another SSO method, do not use the email and password form — click the relevant SSO button instead.
- If your organisation uses a white-label dashboard, confirm you are visiting the correct custom URL provided by your agency or team admin.
💬 Still Cannot Log In?
If you have worked through every step above and still cannot access your account, our support team can investigate your specific account directly — including checking account status, login logs, and any platform-side issues.
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.